Shipping policy

Brand by Brand:

Crystal Quest:

Shipping, Delivery & Damaged Goods Policy

Last updated: July 31, 2026

Order Processing

  • Most in-stock orders ship within 4–5 business days.
  • Some orders may require 7–10 business days before shipment.
  • Business days exclude Sundays and federal holidays.
  • Processing time is separate from carrier transit time.
  • Custom-designed, built-to-order, commercial, and special-order systems may require additional processing time.
  • Estimated lead times may be listed on the product page, included in a quote, or provided after the order is placed.
  • If an order cannot ship within the estimated timeframe, Healthy Hydro Supply Co will contact the customer with an updated estimate and available options.

Shipping Carriers and Tracking

  • Orders may ship through:
    • UPS
    • FedEx
    • USPS
    • Freight carriers
    • Other qualified delivery providers
  • The shipping carrier is selected based on:
    • Product size and weight
    • Delivery destination
    • Supplier or warehouse location
    • Delivery requirements
    • Carrier availability
  • Large, heavy, oversized, or commercial products may require freight delivery.
  • Tracking information will generally be emailed when it becomes available.
  • Products may ship directly from different manufacturers, suppliers, or distribution centers.
  • One order may arrive in multiple shipments with separate tracking numbers.
  • Customers may request a specific carrier before shipment, but carrier requests are not guaranteed and may result in additional charges.

Shipping Charges

  • Shipping charges may be based on:
    • Product weight
    • Product dimensions
    • Dimensional shipping weight
    • Order value
    • Delivery destination
    • Residential or commercial delivery
    • Liftgate requirements
    • Inside-delivery requests
    • Oversized-product handling
    • Freight-carrier accessorial charges
  • If additional shipping charges are required after checkout:
    • Healthy Hydro Supply Co will contact the customer for approval.
    • The additional amount will not be collected without authorization.
    • If the customer declines the additional charge, the affected unshipped item may be canceled and refunded.

Express Shipping

  • Overnight, two-day, or other expedited shipping may be available upon request.
  • Expedited shipping must be confirmed before the order ships.
  • Customers are responsible for all approved express-shipping charges.
  • Expedited shipping applies only to carrier transit time.
  • Express service does not necessarily reduce processing, manufacturing, or order-preparation time.

Delivery Address Requirements

  • Customers must provide a complete and accurate delivery address.
  • Addresses must include all applicable:
    • Apartment numbers
    • Suite numbers
    • Building numbers
    • Floor numbers
    • Gate information
    • Unit numbers
  • Contact Healthy Hydro Supply Co immediately if an address correction is needed.
  • Address changes are not guaranteed after an order has entered processing or shipped.
  • Customers may be responsible for charges caused by:
    • Incorrect or incomplete addresses
    • Carrier address corrections
    • Delivery rerouting
    • Undeliverable shipments
    • Refused deliveries
    • Reshipping orders returned to the sender

Signature Requirements

  • Parcel shipments are generally sent without a signature requirement unless:
    • Signature service is selected by the customer.
    • The carrier requires a signature.
    • The manufacturer or supplier requires a signature.
    • The product is high-value, oversized, commercial, or freight-shipped.
  • Packages sent without a signature may be left at the delivery address when no one is available.
  • When available, Signature Required service may be purchased for an additional $5.50.
  • Signature service does not guarantee delivery at a specific time.
  • The recipient is responsible for being available or making alternate arrangements with the carrier.

Lost, Missing, or Stolen Packages

  • Healthy Hydro Supply Co is not responsible for:
    • Carrier delays outside our control.
    • Theft occurring after a shipment is confirmed as delivered to the address provided with the order.
  • Healthy Hydro Supply Co will make a reasonable effort to assist with eligible carrier investigations and claims.
  • If tracking shows that a package was delivered but it cannot be located:
    • Check all doors, porches, garages, mail areas, parcel lockers, and other possible delivery locations.
    • Ask household members, employees, property managers, and nearby neighbors whether they accepted the package.
    • Contact the carrier and request delivery confirmation or a package trace.
    • Contact Healthy Hydro Supply Co at support@healthyhydrosupplyco.com.
  • Packages confirmed as delivered without a signature are not automatically eligible for a refund or replacement.
  • Each case will be reviewed using:
    • Carrier tracking information
    • Delivery photographs
    • Delivery confirmation
    • Carrier investigation results
    • Other available shipment documentation
  • Customers should consider Signature Required service for expensive orders or deliveries to unsecured locations.
  • If Signature Required service was purchased and the carrier cannot verify a signed delivery:
    • Healthy Hydro Supply Co will assist with the carrier claim.
    • If the shipment is confirmed lost and the claim is approved, an appropriate replacement or refund will be arranged.
    • Replacements remain subject to product availability.

Freight Delivery Inspection

  • Freight shipments must be inspected before signing the delivery receipt.
  • When receiving a freight shipment:
    • Ask the driver to wait while the shipment is inspected.
    • Inspect the carton, crate, pallet, wrapping, and product.
    • Photograph the shipment before removing it from the delivery location.
    • Record all visible damage on the delivery receipt before signing.
    • Do not sign a clean delivery receipt when damage is visible.
    • Refuse the shipment if the product appears materially damaged.
    • Write the reason for refusal on the delivery receipt.
    • Contact Healthy Hydro Supply Co immediately.
  • Writing “subject to inspection” may not be sufficient to support a freight-damage claim.
  • Describe all visible damage specifically on the delivery receipt.
  • If the driver refuses to wait, write “Driver would not wait for inspection” on the delivery receipt before signing.

Visible Shipping Damage

  • Inspect merchandise immediately after delivery.
  • If visible damage is found:
    • Photograph the damaged product.
    • Photograph the exterior and interior packaging.
    • Photograph the shipping label.
    • Photograph every damaged area.
    • Keep the product and all original packaging.
    • Do not install, operate, repair, discard, or return the product.
    • Report the damage on the day of delivery.
  • Email the following information to support@healthyhydrosupplyco.com:
    • Order number
    • Customer name
    • Delivery date
    • Description of the damage
    • Photographs or video of the product and packaging
    • Photograph or copy of the delivery receipt, when applicable
  • Healthy Hydro Supply Co will coordinate with the manufacturer, supplier, distributor, or carrier.
  • Do not file a duplicate carrier claim unless instructed to do so.

Concealed Shipping Damage

  • Concealed damage is damage that is not visible until the product is removed from its packaging.
  • Concealed damage should be reported immediately and preferably within 48 hours of delivery.
  • Some carriers impose strict claim-reporting deadlines.
  • If concealed damage is discovered:
    • Stop unpacking, installation, or use.
    • Keep the product and all packaging materials.
    • Photograph the damage, packaging, product, and shipping label.
    • Contact Healthy Hydro Supply Co immediately.
    • Follow all inspection, claim, and return instructions provided.
  • Failure to retain the packaging, provide photographs, or report damage promptly may cause the carrier or manufacturer to deny the claim.

Damage-Claim Resolutions

  • Damage claims are subject to review and verification by:
    • Healthy Hydro Supply Co
    • The manufacturer
    • The supplier or distributor
    • The fulfillment partner
    • The shipping carrier
  • Depending on the circumstances, an approved resolution may include:
    • Replacement parts
    • Product repair
    • Replacement of the damaged product
    • Refund of the affected item
  • Do not return damaged merchandise without written authorization.
  • Unauthorized return-shipping charges will not be reimbursed.
  • If a return is authorized, Healthy Hydro Supply Co or the fulfillment partner will provide return or disposal instructions.

Product Availability, Pricing and Design Changes

  • Product prices, designs, specifications, features, and availability may change without notice.
  • Changes may result from:
    • Manufacturer updates
    • Material-cost increases
    • Supply-chain conditions
    • Product availability
    • Discontinued products
    • Website pricing errors
  • If an incorrect price is published:
    • Healthy Hydro Supply Co may contact the customer before fulfillment.
    • The customer may purchase the product at the corrected price.
    • The customer may cancel the affected item for a full refund.
  • If a product becomes unavailable or goes out of stock, Healthy Hydro Supply Co may:
    • Provide an updated availability estimate.
    • Offer an alternative product with the customer’s approval.
    • Cancel and refund the unavailable item.
  • A materially different product will not be substituted without customer approval.
  • Nothing in this policy limits consumer rights that cannot legally be waived.

 

Tyent:

Tyent Payment and Shipping Policy

Last updated: July 31, 2026 

Payment Requirements

  • Full payment must be received and approved before an order can be shipped.
  • An order will not be released for processing or shipment if:
    • Payment has not been received.
    • The payment method is declined.
    • The payment cannot be verified.
    • Financing approval has not been completed.
  • Customers may be contacted to provide an alternate payment method.
  • Product availability and shipping dates are not guaranteed while payment remains incomplete.
  • Healthy Hydro Supply Co will never request full payment-card information by email.

Shipping Charges

  • Customers are responsible for the shipping charges displayed at checkout or included in an approved written quote.
  • Shipping charges may be based on:
    • Product size and weight
    • Delivery destination
    • Carrier service
    • Residential or commercial delivery
    • International delivery requirements
  • International shipping charges may be higher than domestic shipping charges.
  • If additional shipping charges are required after an order is placed:
    • Healthy Hydro Supply Co will contact the customer.
    • The additional charge must be approved before the order ships.
    • The affected order may be canceled and refunded if the additional charge is declined.

Lost Shipments

  • If tracking indicates that a shipment may be lost:
    • Contact Healthy Hydro Supply Co at support@healthyhydrosupplyco.com.
    • Healthy Hydro Supply Co will open an investigation with the shipping carrier.
    • The customer may be required to provide information or documentation for the investigation.
  • If the carrier confirms that an eligible shipment was lost before delivery:
    • The customer will receive a refund for the lost product.
    • The original shipping charge for the lost product will also be refunded.
    • The refund will be issued to the original payment method.
  • Refunds for lost shipments are subject to carrier verification and investigation.
  • Packages confirmed as delivered are handled under the lost, missing, or stolen package section of the Healthy Hydro Supply Co Shipping Policy.

Products Damaged During Shipping

  • Customers must inspect all Tyent products immediately after delivery.
  • If a product arrives damaged:
    • Do not install or operate the product.
    • Do not discard the product or packaging.
    • Keep the product in its original condition.
    • Retain the shipping carton, internal packaging, shipping label, and accessories.
    • Photograph the product, damage, packaging, and shipping label.
    • Contact Healthy Hydro Supply Co immediately.
  • The customer must hold the damaged product until the carrier, Tyent USA, or Healthy Hydro Supply Co completes its review and provides instructions.
  • Healthy Hydro Supply Co will open or coordinate the appropriate carrier investigation.
  • The customer may be required to provide:
    • Photographs or video
    • Order number
    • Product model and serial number
    • Delivery date
    • Description of the damage
    • Copy or photograph of the delivery receipt
  • Do not return a damaged product without written authorization and an RMA number.

Return Merchandise Authorization

  • No Tyent product will be accepted for return, refund, replacement, or repair without a valid Return Merchandise Authorization number, or RMA.

  • Customers who purchased through Healthy Hydro Supply Co must contact:

    support@healthyhydrosupplyco.com

  • The RMA request should include:
    • Healthy Hydro Supply Co order number
    • Customer’s full name
    • Product name and model
    • Product serial number
    • Reason for the return or repair
    • Description of the product’s condition
    • Photographs of the product and packaging
  • Healthy Hydro Supply Co will coordinate with Tyent USA when manufacturer authorization is required.
  • Do not ship a product directly to Tyent USA unless Healthy Hydro Supply Co or Tyent USA provides written instructions.
  • Products shipped without an RMA may be refused and returned to the customer at the customer’s expense.
  • An RMA authorizes the return for inspection but does not automatically guarantee a refund, repair, or replacement.

Contact

 Changes to This Policy

We may update this Shipping Policy. Changes take effect when posted on this page.

Thank you for shopping with Healthy Hydro Supply Co.