Frequently Asked Questions
Order Status / Questions
Q: Has my order shipped?
A: Most orders ship same day that are placed before 2pm EST Monday - Friday. Our warehouse ships all packages out of Philadelphia, PA. You will recieve 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 firstname.lastname@example.org. Depending on the status of the order in our warehouse, we will attempt to make the changes requested.
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 office.
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. If you are still unable to locate the package, please ensure you call our office with 48 hours so we can begin a claim with the carrier. Packages valued over $1000 will require signature per our insurance regulations. 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 recieved 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 seperated 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 today, 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 "Order Notes" 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.
Q: What is your return policy?
A: On standard stock items, you may request an RMA for exchange or refund within 14 days of delivery. After 14 days, eligible merchandise may be returned for a store credit only, and may be subject to a restocking fee up to 20%. After 30 days, only defective merchandise will be accepted for exchange.
TERMS AND CONDITIONS
A Return Merchandise Authorization (RMA) is required with all returns and exchanges. To request an RMA, please use this form.
Returned merchandise must be in new, unused condition.
Merchandise must be returned with all original packaging and accessories.
Customer is responsible for all return shipping costs.
EXCEPTIONS / NON-RETURNABLE ITEMS
Returns will not be accepted more than 30 days after purchase and delivery.
Special order items, customer-specified hose assemblies, and cut hose lengths measuring less than 25 feet are not returnable.
All Metric Fittings and Adapters are considered special order and are subject to up to a 25% restocking fee.
Stainless Steel Fittings are non-returnable.
Hydraulic Hose Crimpers, Hose Saws and any custom manufactured dies are non-refundable.
Advertised merchandise that is not in stock at the time of purchase may be subject to a 20% restocking fee. This fee is passed on to us from our suppliers when a product is ordered and has to be returned. Try as we might, we are unable to stock all 15,000 of our products daily, but we do work hard to ensure as many are on the shelf as possible. We also do our best to communicate any backorders or delays.
Labor, hose assembly and shipping charges are non-refundable.
Store Credits provided for any returns will expire after a period of two (2) years has passed.
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.
All international orders must be paid via wire transfer. Shipping may be arranged by the customer, or you may choose one of our shipping methods if it is offered in your specific country. Additional terms may apply to international orders for fraud prevention.
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, you can email a certificate to email@example.com for the states you are exempt in. We will attach it to your account and when you are logged in, your purchases will be exempt. We are working on a self-service portal where you can manage certificates also. On your first order, you can also do the following:
Enter 'tax exempt' in the order comments.
Fax or email your tax certificate and order number to firstname.lastname@example.org / 215-744-1045.
Once we receive proof of your tax exemption, we will subtract the sales tax from your order.
Your account will also be updated, and you will not be charged sales tax on future orders.
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.
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.