HYDRO LAB Shipping & Delivery Policy

Last updated: September 2026

Thank you for shopping with HYDRO LAB.

We aim to process, package and deliver your order as quickly and safely as possible. This Shipping & Delivery Policy explains our dispatch times, delivery options and what to do if there is a problem with your delivery.

This policy should be read alongside our Terms & Conditions and Returns & Refunds Policy.

ORDER PROCESSING
Orders are normally processed within 1–2 business days, Monday to Friday, excluding UK bank and public holidays. Orders placed after 12:00pm may begin processing on the following business day. During particularly busy periods, product launches, promotional events, seasonal periods or circumstances outside our reasonable control, processing may take slightly longer. Where there is a significant delay affecting your order, we will take reasonable steps to keep you informed.

UK DELIVERY
We currently offer the following estimated delivery services within the United Kingdom:

Delivery Method Estimated Delivery Time
Standard Delivery 3–5 business days
Express Delivery 1–2 business days

Delivery times apply after your order has been dispatched unless otherwise stated at checkout. The available delivery options and applicable charges will be displayed at checkout before you complete your purchase. Delivery estimates are not guaranteed delivery dates unless we specifically state otherwise.

DELIVERY CHARGES
Shipping charges are calculated at checkout based on factors including: your delivery location; your order; the delivery service selected; and any applicable promotional offer.
You will be shown the applicable delivery cost before completing your order.

FREE UK DELIVERY
We may offer free standard UK delivery when your order meets a qualifying spend threshold. The current qualifying amount will be displayed on our website or at checkout.
From time to time we may also offer free delivery as part of a promotional campaign.
Free delivery offers may: apply for a limited period; require a minimum order value;
apply only to certain delivery locations or services; and be subject to additional promotional terms. Unless otherwise stated, free delivery applies to our standard delivery service only.

DISPATCH CONFIRMATION & TRACKING
Once your order has been dispatched, we will normally send you a dispatch confirmation by email. Where tracking is available, your dispatch confirmation will include tracking details or a link enabling you to follow the progress of your delivery.
Please allow time for tracking information to become active after receiving your dispatch confirmation.

DELIVERY ADDRESSES
You are responsible for providing a complete and accurate delivery address when placing your order.
Please carefully check:
house or building number; street name; postcode; town or city; apartment or unit information where applicable; and any other information reasonably required for successful delivery.

If you notice an error after placing your order, please contact us as soon as possible at
info@hydrolab.org.uk.
We will try to amend the address where possible, but we cannot guarantee that changes can be made once an order has entered processing or has been dispatched.

If an order cannot be delivered because materially incorrect or incomplete delivery information was supplied by the customer, additional delivery charges may apply if the order needs to be sent again.
Nothing in this section affects your statutory consumer rights.

DELIVERY INSTRUCTIONS & SAFE PLACES
Where a courier allows you to specify delivery instructions, nominate a safe place, redirect a parcel or request delivery to a neighbour or alternative collection point, those arrangements may be subject to the courier's own terms. Please ensure that any nominated safe place is secure and appropriate for receiving your parcel. If you make a delivery change directly with the courier after dispatch, please retain any confirmation provided by them.

FAILED DELIVERY ATTEMPTS
If the courier cannot complete delivery, they may: attempt delivery again; leave instructions for redelivery; deliver to an authorised collection point; deliver according to instructions you have provided; or return the parcel to us. The procedure will depend on the courier and delivery service used.

If your parcel is returned to HYDRO LAB because delivery could not be completed, please contact us. Where the failed delivery resulted from incorrect customer-supplied information or failure to collect an available parcel, we may require payment of reasonable additional postage before resending the order, where legally permitted.

LOST OR DELAYED ORDERS
Occasionally, deliveries may be delayed for reasons outside our reasonable control.
These can include: courier network disruption; severe weather; peak seasonal demand;
strikes; transport disruption; customs delays; incorrect delivery information; or other events outside our reasonable control.

If your order has not arrived within the expected timeframe, please contact us at
info@hydrolab.org.uk with your order number. We will investigate the delivery with the relevant courier where appropriate. Please do not assume that a delayed parcel has been lost, as couriers may require a specified period to pass before formally treating a shipment as lost. Where your order is confirmed as lost, we will provide an appropriate remedy in accordance with your consumer rights.

DAMAGED PARCELS
If your parcel arrives visibly damaged, please inspect the contents as soon as reasonably possible. 

If products inside the parcel have been damaged during delivery, contact:
info@hydrolab.org.uk
Please provide: your name; your order number; details of the damaged item; and
photographs of the parcel and product where reasonably possible.

This helps us investigate the issue with our delivery provider and arrange the appropriate solution. Providing photographs is helpful but does not remove any statutory rights you may have.

INCORRECT OR MISSING ITEMS
We take care when packing HYDRO LAB orders, but occasionally mistakes may happen.
If: you receive the wrong product; an item is missing; you receive an incorrect quantity; or there is another issue with your order, please contact us as soon as reasonably possible at info@hydrolab.org.uk. Please include your order number and details of the issue. We will investigate and arrange an appropriate resolution.

WHEN RESPONSIBILITY FOR THE GOODS PASSES TO YOU
For consumer orders, responsibility for the goods generally passes to you when the products are delivered into your physical possession, or into the possession of a person you have identified to receive them, subject to applicable consumer law.
Nothing in this Shipping & Delivery Policy limits your statutory rights.

DELIVERY DELAYS OUTSIDE OUR CONTROL
If delivery is delayed by circumstances outside our reasonable control, we will take reasonable steps to minimise the effect of the delay. Our delivery estimates are provided in good faith based on the information available to us and our delivery partners.
However, this does not remove or restrict any rights you have under applicable consumer law where goods are not delivered within the legally required or agreed timeframe.

INTERNATIONAL SHIPPING
HYDRO LAB may ship to selected international destinations.
Available international destinations will be shown at checkout.
International: delivery charges; delivery services; estimated delivery periods; and
availability may vary depending on the destination.
Not every HYDRO LAB product may be available for delivery to every country.

INTERNATIONAL CUSTOMS, DUTIES & TAXES
International orders may be subject to: import VAT; customs duties; taxes; customs clearance charges; or administration or handling fees in the destination country.
Unless we specifically state at checkout that these charges are included, such charges may be payable separately by the recipient. These charges are determined by the destination country's authorities and/or delivery provider and are outside HYDRO LAB's control. Customers ordering internationally are responsible for checking any applicable local import requirements before placing an order.

INTERNATIONAL CUSTOMS DELAYS
International orders may be subject to customs inspections and clearance procedures.
These procedures can result in delivery taking longer than the estimated timeframe.
HYDRO LAB cannot control the speed at which a destination country's customs authorities process individual shipments. If further information or payment is requested by the courier or customs authority, you should respond promptly to avoid additional delay or the parcel being returned.

INTERNATIONAL DELIVERY RESTRICTIONS
Certain products may be restricted from being shipped to particular destinations because of: customs regulations; import rules; carrier restrictions; product regulations; or other legal requirements. We reserve the right not to ship a product to a destination where we reasonably believe doing so would breach applicable law, regulation or carrier requirements. If we cannot fulfil an international order for this reason after payment has been received, we will refund the affected product or order as appropriate.

ORDERS RETURNED TO HYDRO LAB
A parcel may occasionally be returned to us because: an address was incomplete or incorrect; delivery was repeatedly unsuccessful; the parcel was not collected from a collection point; customs charges were not paid; the recipient refused the parcel; or
another delivery issue prevented completion. If your order is returned to us, please contact info@hydrolab.org.uk. We will explain the available options, which may include redelivery or a refund where applicable. Reasonable original or additional delivery charges may be deducted or charged where permitted by law and where the return resulted from circumstances for which the customer was responsible.
Your statutory rights are unaffected.

MULTIPLE PARCELS
Depending on the size, contents or availability of your order, products may occasionally be dispatched in more than one parcel. If your order is divided into separate shipments, you may receive separate dispatch or tracking notifications.
Please check your dispatch information before reporting an item as missing.

PRE-ORDERS & BACKORDERS
Where HYDRO LAB offers a product for pre-order or backorder, the estimated dispatch period will be displayed on the relevant product page or during checkout where practicable. If your order includes both immediately available and pre-order products, we may: hold the entire order until all items are available; or dispatch the available products separately. The applicable arrangement will be communicated where relevant.

CHANGES TO THIS POLICY
We may update this Shipping & Delivery Policy from time to time to reflect changes to:
our delivery services; courier arrangements; delivery charges; international destinations;
our business; or applicable legal requirements.
The latest version will always be available on our website.
Changes will not affect any statutory rights relating to orders already placed.

CONTACT US
If you have any questions about your HYDRO LAB delivery, please contact:
HYDRO LAB / Foster Group Ltd
2 Wareing Road, Fazakerley, Liverpool, L9 7AU
United Kingdom

Email: info@hydrolab.org.uk
Telephone: 07961 789484
Website: hydrolab.org.uk