Frequently Asked Questions


Below is a common list of questions about using our site and purchasing from DiscountHydraulicHose.com. If you have product specific questions, please send those to our technical support team.We are working on a product-specific FAQ section, coming in Q4 2021!


Order Status / Questions

Q: Has my order shipped?

A: We try hard to ship most packages same day, depending on stock. Our Express Shipment (Next Day Air) cutoff time is 2pm EST Monday - Friday. Orders ship out of Philadelphia, PA. You will receive an email with a tracking number once we create the shipping label.

Q: How do I change / edit my order?

A: Once an order is placed, you will be unable to edit it online. If you have any changes to the order, please call our office at 800-535-1302, or email [email protected] Depending on the status of the order in our warehouse, we will attempt to make the changes requested. Custom Hose Assemblies are considered FINAL when the order is submitted.

Q: I need to cancel my order / I made a mistake on my order.

A:If you made an order for custom-made hose assemblies, and you made an error, please call our office at 800-535-1302 and let us know ASAP. Once custom-made hoses are crimped by our technicians, we are unable to cancel or change them. If you need to cancel an item, or an order, please call or email the customer service team. Once an order ships, it may be subject to a restocking fee.

Q: My order never arrived.

A: We ship our packages with the USPS, UPS and FedEx. Once a label is created, you will get an email with a tracking number. If that number shows "Delivered" but you do not have the package, please first double check around the area where your carrier normally delivers packages, or check with a neighbor in the event it was mis-delivered.

If you are still unable to locate the package, please ensure you call our office within 48 hours so we can begin a claim with the carrier.

Packages valued over $1000 will require signature per our insurance regulations. We apologize for any inconvenience.

If a package is missing, we will contact the carrier, and attempt to resolve the issue. If the carrier provides proof of delivery via GPS or photo, we will be unable to replace the missing package.

Q: My order is missing items.

A: Every order that leaves our warehouse is run through a quality control process, but occasionally items are missed. In the event you are missing an item, first check to ensure that the part requested is not on back-order as noted on your packing slip. If the item should be there and is not, please call our office within 48 hours of noticing the issue. We are unable to provide support for missing items after 48 hours of delivery. Also, double check that you received all parcels in the order, as larger orders may be split into multiple shipment boxes. While most carriers are able to deliver all packages that leave our dock at the same time, sometimes they do get separated in transit.

Q: How can I order a custom hose assembly if I'm not sure of what I need?

A: You can mail in your existing lines to have us measure, cut and crimp new ones! Check out this program here for more info.

Shipping & Returns

Q: When will my order ship?

A: Most customer orders ship within 1 to 2 business days, and approximately 90% ship in one week or less. We ship from our Philadelphia, PA 19124 warehouse Monday - Friday. If you need your order to ship same-day, please contact customer service to confirm that the parts you need are in stock and available for same day shipping. After placing your order, you may click the "My Account"link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24 hours or less of shipment.

Q: How much will shipping cost?

A: When you complete checkout, you are presented a list of shipping options and costs. While we try to ensure these are as accurate as possible, there are times when shipping costs may change due to the size of the product ordered and how it is packaged.

Please note that these charges are for estimation purposes only. We will attempt to contact you prior to shipping if your chosen shipping option is not available, or if actual shipping charges are more than your original estimate. Due to the nature of our products with custom lengths and sizes, some shipping options may appear that will not work for the products sold, such as a Small Flat Rate Box for a hose assembly. We will adjust your order to the next least expensive cost of shipping and send an adjusted invoice.

If your order must be shipped by freight carrier, a member of our customer service team will contact you to verify your shipping address, and to provide you with a freight estimate. We strongly recommend shipping to a commercial address with a loading dock to qualify for the most economical shipping rates. The buyer is solely responsible for any and all incidental charges, including residential delivery, required lift-gate, or re-delivery.

If you would like to use a collect UPS or FedEx account number, please specify that number in the "Collect Account Number" section. We do charge a $5 handling fee for all Collect packages. We do offer UPS delivery for a nominal fee as well. Please contact customer service if you require UPS services.

International Shipping

We now offer Crossborder by FedEx! This service allows you to checkout and have packages arrive with duties and taxes already paid. The amount you pay during checkout will include applicable fees. For more on this service, view our Crossborder FAQ.

Q: What is your return policy?

A: Please see our return policy here.

Q: What if I received the wrong product?

A: If you feel that you have received the wrong product, please contact customer service immediately. If this is due to an error on the part of DiscountHydraulicHose.com, we will issue an RMA, pay for return shipping, and ship you the correct product as soon your return is received.

If you ordered the incorrect part, you may still be eligible for an RMA per the above terms, and would pay return shipping.

Q: What if a product is defective?

A: Our products go through rigorous quality control both at the factory, at time of delivery, and before they are shipped. If a product fails, please contact our office for assistance. We stand behind our items and will work to make the situation right. Custom Hose Assemblies are excluded with the exception of manufacturing defects. Due to the nature of hydraulics, and the number of variables in each end-users setup, we are unable to warranty custom made hoses.

Billing Questions

Q: Do I have to pay sales tax?

A: Discount Hydraulic Hose.com is required by law to collect sales tax in accordance with state and federal laws. On June 21st, 2018, the South Dakota Vs. Wayfair case was decided in the US Supreme Court, and this governed how sales tax must be collected even from online sales. If you are tax exempt, login to your account and upload your exemption certificate prior to your order! If you have any problems, email [email protected]

When will my credit card be charged?

At the time of checkout, a hold or authorization will be placed on your credit card for the amount of the order. We will capture your payment when the order ships. The original authorization should be removed by your bank within 3 business days.

Q: My card was charged a different amount than my invoice shows.

A: There are a few reasons why your original invoice at checkout and final invoice may differ. One major reason is shipping charges. Please see our shipping section for more information about the estimated shipping costs. If the difference is exactly $5.00, it is most likely that you requested us to ship on your collect carrier account, in which case there is a flat $5.00 handling fee.

If your invoice is incorrect, please contact customer service within 48 hours of receipt so we may investigate and assist you.

Q: When will a credit appear for a return?

A: Returns are processed Monday - Friday during normal business hours, and will post to your credit card within 7 - 10 business days. At the discretion of DiscountHydraulicHose.com, a check may be issued in certain cases.