- Payment & Billing
Which payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, and American Express. We also accommodate electronic wallet options including Apple Pay and Google Pay during checkout.
How are duties and taxes handled for international orders?
All orders dispatched to destinations within the European Union and the United States are processed on a Delivered Duty Paid (DDP) basis. The final amount payable at checkout includes all relevant local taxes and duties. No additional import fees will be requested upon delivery.
- Shipping & Logistics
Where are orders dispatched from and which carriers do you use?
All consignments originate from our central facility located in Frankfurt am Main, Germany. We partner with leading priority logistics networks, specifically DHL Priority, FedEx Priority, and UPS Priority, to ensure reliable international transit.
What are the order handling and transit timelines?
Order Handling Time: 1 to 3 business days.
Estimated Delivery Time: 5 to 7 business days following dispatch.
How can I track the progress of my delivery?
Automated transit updates are sent directly to the email address provided at checkout. You will receive structured notifications at critical journey intervals: upon initial dispatch from our facility, when the parcel arrives at the regional sorting hub, and when the consignment is assigned for local final-mile delivery.
What occurs if my shipment encounters delays or becomes lost?
Should a delivery exceed the standard estimated transit timeline, our support team will initiate a formal investigation with the designated carrier. Following the carrier’s assessment, we will proceed by arranging either a full reversal of the transaction funds or a replacement dispatch, evaluated on a case-by-case basis.
- Cancellations & Right of Withdrawal (Returns)
What is your return policy for international customers?
In alignment with European Union consumer directives and relevant US trade regulations, consumers possess a statutory 14-day Right of Withdrawal. You have the right to cancel your purchase agreement within 14 days from the date you, or a designated third party, take physical possession of the items, without providing a justification.
How do I initiate a return under the Right of Withdrawal?
To exercise this right, you must notify us of your decision via a clear statement sent to our support email: kettle@trailhydration.com. The items must be dispatched back to our German facility within 14 days of your notification. Return shipping expenses are the responsibility of the consumer unless otherwise specified.
- Damaged or Faulty Items
What should I do if my item arrives damaged or is faulty?
If an item arrives with structural irregularities or transit damage, please contact our support department immediately at kettle@trailhydration.com. To expedite the resolution, please include clear photographic evidence displaying the issue alongside your order information.
Will I need to send back a physically broken item?
Once the photographic evidence is reviewed and verified by our team, we will process a complete transaction reversal or arrange a replacement dispatch. You are not required to return the damaged item physically.
Corporate Identity & Legal Footer Information
Trading Website: www.trailhydration.com
Registered Corporate Entity: Kettle Group GmbH
Registered Office Address: Berger Straße 77, 60316 Frankfurt am Main, Germany
Corporate Contact Number: +49 69 48006040
Official Correspondence Email: kettle@trailhydration.com