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Frequently Asked Questions


When will I receive my order?

Most orders are shipped within 1 to 3 business days of receiving payment. Once shipped, transit time via DHL Global Mail  is generally 5-10 business days depending on your distance from California. (Note: Transit time are only estimates and not guaranteed. Only our upgraded shipping services have guaranteed delivery dates). If you need your order on or before a specific date, we recommend that you text us first to make sure we can deliver on time. 


How do I cancel an order I've placed?

It is our goal to process and ship your order as soon as possible, so you can receive your order quickly. Since most orders ship within 24 hours, we cannot guarantee that all requests for order changes will be granted. Please call us if you would like to make changes to your order or cancel it, we will try and accommodate you with any requests you may have. All cancelled orders are subject to a non-refundable $10.00 refund transaction fee. Once an order has been shipped, it can no longer be cancelled. 


My item doesn't work, what do I do?

If you received a non-functioning unit we will replace it for you.

IMPORTANT:
Please make sure to fully troubleshoot all problems and contact the manufacturer and/or forum support sites for help before contacting us for an exchange. Units returned and found not to be defective will be returned at the buyer's expense and are also subject to a $20 tech fee.


What is your Return Policy?

All sales are final. If the merchandise is defective, we will supply you with a replacement. Defective items or content discrepancies must be reported within 7 days of delivery. You must notify us within 7 days of receiving the item by email or text message.

Replacements

You will be responsible for the shipping costs to us and we will pay for return shipping via standard shipping. We can ship the replacement back via expedited shipping, however you will be responsible for any cost exceeding that of ground/standard shipping. You must contact us for a RMA # (Return Merchandise Authorization #) prior to shipping ANY items back. Packages without an RMA # will be refused and rejected. Returns must have all original packaging and accessories. Item(s) must be shipped back in brand-new condition and properly packed.


Are there any Restocking Fees?

We do not charge any restocking fees.
Note: Return items claimed to be defective, but are fully working upon receipt and testing by our technicians will be subject to a $20 tech fee at the buyer's expense.

Please contact us at sales@prohydrosystem.ca to receive a Return Merchandise Authorization (RMA) number. Please display the RMA # on the outside of the box. Inside the box, please include a note with your RMA # and contact information with a copy of either the original Sales Receipt or Invoice.