This information is for orders placed directly with Hydrow on our online web store. If you purchased or received delivery through one of our retailers, like Best Buy, please contact them for resolution.
Where is my Hydrow Rower?
For details on our delivery process, choose the shipping option you selected at checkout:
Hydrow orders will take roughly 2-3 weeks for delivery after you order, but the delivery timeframe for your individual order may differ depending on your date of purchase. Please refer to your order confirmation email for the estimated timeframe associated with your specific order.
If your scheduled delivery window has passed and you have not received your Hydrow rower:
- Confirm that you are referencing the delivery date to your final delivery location, not delivery from our warehouse to your local delivery hub. (Our delivery partner will reach out to schedule delivery to your home once Hydrow reaches your local hub.)
- Check around your home. In rare cases, if the delivery provider cannot contact you during your scheduled delivery window, and Hydrow will be delivered in a safe and dry place outside your home.
- If you live in an apartment building or complex, check the mail room, loading dock, or other central place where deliveries are accepted. See: Hydrow Standard Delivery for apartments and condos
- Contact the delivery provider directly about the status of your delivery. See: Hydrow Delivery Partners
- If you are not able contact the delivery provider, please Contact Hydrow Member Services
Where are my accessories or apparel?
If your tracking information shows that your package was delivered, but you can't find it within 48 hours of expected delivery:
- Note that some carriers may deliver until 10pm
- Look for a notice of attempted delivery (paper or electronic).
- Look around the delivery location for your package.
- See if one of your neighbors may have accepted the delivery.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail.
- Wait 48 hours. In rare cases, packages may say delivered up to 48 hours before arrival.
- If you have not been able to locate your item within 48 hours, please contact Hydrow Member Services. We also strongly recommend you submit a claim for a missing package with the delivery carrier.
What COVID-19-related delays should I expect?
Updated October 11, 2021
We are still shipping (and offering In-Home Delivery and Assembly for purchase)! Hydrow remains dedicated to our customers and will continue to ship Hydrows as long as we can ensure the safety of our customers and staff.
Mostly due to overwhelming demand and not to COVID-19 related safety, our delivery estimates for orders remain as follows:
- Hydrow orders will take roughly 2-3 weeks for delivery after you order.
- Note: The delivery timeframe for your individual order may be different depending on your date of purchase. Please refer to your order confirmation email for the estimated timeframe associated with your specific order.
- We are entirely unable to expedite shipments beyond that timeframe.
- If you chose to finance your purchase through Klarna, you may be required to make one or more payments before your Hydrow is delivered.
All of us at Hydrow are grateful that we are still able to serve our customers and community when you need it most. As the situation evolves, we thank you for your patience and loyalty, and will update both our website and our customers should shipping and delivery timelines change in the future.
My Hydrow was damaged during shipping.
Please review your order upon delivery. If there is an issue with your order, contact Hydrow Member Services within five (5) days of receipt with your order. Please include your order number (beginning with HYD) and pictures of any damage to your items as well as any damage to the box or packaging.
Any cosmetic or functional damage to your Hydrow must be reported to Hydrow Member Services within 5 days of your delivery to be considered delivery damage. If you receive a damaged, defective, or incorrect item, we'll make it right.
Can I refuse delivery if the Hydrow box is damaged?
Yes, if your box shows excessive shipping damage during delivery you can let the delivery driver know that you are not accepting delivery and they will return the unit to us. This can only be done while the driver is still at your home for the drop-off. If this happens, please contact Hydrow Member Services right away so we can help arrange a replacement.
Can I cancel my order before delivery?
You may cancel your Hydrow order anytime prior to delivery.
- If you cancel your order prior to shipment, you will be refunded in full to your original form of payment.
- If you cancel your order after it has shipped, shipping and delivery fees are not refundable.
- If you cancel your order after your accessories or other small parcel items included in your order have shipped, these must be returned for a full refund; return shipping is the responsibility of the purchaser.
Most orders are prepared for shipping within 48 hours of purchase. Contacting us as soon as possible ensures the most swift and efficient order cancellation and processing of your refund.
To cancel your order, please contact Hydrow Member Services with your order number (HYD#) and delivery address. We welcome your thoughts and feedback about what contributed to your decision to cancel. If your order has already been delivered, please review the Hydrow Return Policy.