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FAQ

Shipping & Handling

As soon as your order ships, we'll send you an email with the order id and tracking information. 

For current order status you can go to: https://hydromateusa.com/apps/tracktor/track

Your tracking information is sent to the email you entered when placing your order. Your order number is also sent to the email you used when placing an order.

*Note: Please check your spam folder as it may have been sent there

If you are still unable to locate your tracking information please reach out to us at Help@HydroMate.com

Although your package shows as delivered it may take an additional 3 days to actually arrive. Please check in your mailbox, and if you live in an apartment, check with the front office/ Leasing office. If you are still unable to locate your package, please contact the shipping service as you may need to schedule a re-delivery or pick the package up from their location. Please understand that we will assist you in recovering your package but once packages are placed in the hands of the postal service our access to information is very limited.

You do not need to worry! HydroMATE orders are 100% insured for Damage, Lost or Theft. Please follow the process below to place a claim and we will expedite out a new order for you 😊


1. To file a claim please visit: https://claims.route.com/

2. Enter the email you used to place the order: and your order number that was stolen

3. Click "Resolve and issue"

4. Choose reason "Stolen From Porch"

5. Select the item(s) that were stolen.


Route will get back to you within 2-3 business days to approve your claim and we will expedite out your new order.

We are so sorry to hear about this. Unfortunately, this does happen from time to time. But you do not need to worry! HydroMATE orders are 100% insured for Damage, Lost or Theft at no cost to you. Please follow the steps below to place a claim and we will expedite a new order out to you 😊


1. To file a claim please visit: https://claims.route.com/

2. Enter the email you used to place the order and your order number

3. Click: "Resolve and issue"

4. Choose reason: "Damaged item and shipping box"

5. Select the item(s) that are damaged and upload a couple of pictures.


Route will get back to you within 24 hours to approve your claim and we will expedite a new order out to you. 🙂

Our goal is to get your order out as quick as possible. For that reason, we are unable change the shipping address. HydroMATE is not responsible for incorrect shipping addresses.

Our goal is to get your order out as quick as possible. For that reason, we are unable to cancel orders once they are placed.

Yes, HydroMate Offers FREE Stardard Shipping with 100% coverage for loss theft and damage on orders over $50

Unfortunately for sanitary purposes we do not offer returns or exchanges. We hope you can understand this. This is our policy for your protection.

Order Questions

Orders can only be canceled if they are in pending status. Our goal is to get your order out as quick as possible. For that reason, most orders will only be in pending status for up to 10 minutes after the order is placed.

Unfortunately for sanitary purposes we do not offer returns or exchanges. We hope you can understand this. This is our policy for your protection.

You do not need to worry! HydroMATE orders are 100% insured for Damage, Lost or Theft. Please follow the process below to place a claim and we will expedite out a new order for you 😊


1. To file a claim please visit: https://claims.route.com/

2. Enter the email you used to place the order: and your order number that was stolen'

3. Click "Resolve and issue"

4. Choose reason "Stolen From Porch"

5. Select the item(s) that were stolen.


Route will get back to you within 2-3 business days to approve your claim and we will expedite out your new order.

If you spend over $50.00 your order will automatically offer you free shipping at checkout.

HydroMATE FAQ’s

HydroMATE uses the highest quality BPA-Free plastic.

All our bottles are hand washed only. Please do not use the bottles in the dishwasher. 

We do not recommend freezing your HydroMATE. Most plastics become brittle when exposed to cold temperatures. However, the wide mouth opening makes it very easy to add ice.

Care Instructions

First, soak the bottle in warm soapy water for 2-5 minutes. Next, rinse the bottle out with water. Finally, dry the bottle upside down with mouth of bottle open to allow any remaining moisture to escape.

For best results we suggest using the HydroMATE Cleaning Brush.

For detailed instructions please visit our Care Instructions Page 

We strive to create the absolute best quality water bottles possible, but on occasion issues due arise. If you experience any issues with your bottle such as your straw not working or air bubbles when you take a drink please email Help@HydroMate.com and we can give you the instructions on how to resolve any issues

All Major Credit Cards, Debit and Prepaid Cards , PayPal, Apple Pay, Google Pay, Shop Pay

Financing Options:

Klarna & AfterPay

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