If you're a soon-to-be Hydrow owner who selected Standard Delivery, this article will walk you through what happens next!
If you chose the In-Home Assembly delivery option, please see: Hydrow In-Home Delivery Expectations (Currently unavailable due to COVID-19)
Here’s what to expect leading up to delivery:
- When your Hydrow ships from our warehouse you’ll receive an email from us letting you know your order is on the way to the local delivery hub. This can take 2-10 days depending on how fast the truck can get from our warehouse in Minnesota to your local delivery hub.
- When your Hydrow arrives at the local delivery hub, the XPO team will schedule your delivery for the first available date; you will not get to choose the date or delivery window.
- The day before your delivery date, XPO will contact you again with an automated call and email to provide your delivery date and a rough 4-hour delivery window on that date.
- Please note: If you need to change the phone number XPO uses to reach you, please contact support@hydrow.com.
Here’s what to expect during your Hydrow Standard Delivery:
- This process can be a completely no-contact delivery. You are not even required to be home when delivery occurs.
- Once the delivery team arrives they will take your Hydrow down off of the truck for you.
- The drivers will not carry Hydrow into your home or up any flights of external stairs as part of delivery.
- The drivers will leave Hydrow in the box and will not unpack or assemble.
- They will make every attempt to leave it in a safe dry place such as on a covered porch.
Note: In rare cases, the driver will not deliver if they cannot find an appropriate or dry spot to leave the Hydrow. In these cases the delivery will be automatically rescheduled.
Following delivery:
Once delivery is completed, you will be responsible for Assembling Hydrow plugging your Hydrow into a power outlet; connecting your Hydrow to Wi-Fi or Ethernet; setting up your Hydrow Account; and activating your Membership.
XPO will send you a one-question survey to rate your delivery experience. In addition to this survey from XPO, you will also receive a note and survey from us here at Hydrow. We welcome honest feedback about your delivery. This will help us as we determine our long-term approach to ensure every Hydrow customer has a great delivery experience.
Accessories and Promo items:
Please note that only your Hydrow Rower will be delivered by XPO in this manner. Separate accessories or promotional items you ordered will generally ship separately by UPS and arrive before or after your Hydrow. More details here.
If you need assistance at any point during the shipping process, don’t hesitate to reach out to our Customer Care team. We’re always happy to help.
(Note: This delivery process only applies to orders placed directly through Hydrow, either on our Indiegogo campaign or through Hydrow.com.)