Thank you for shopping with TrailHydration. We are committed to providing reliable service to our customers in Europe and the United States. Please read the following terms carefully to understand your rights and our procedures regarding shipments, returns, and refunds.
- Delivery, Order Processing, and Transit Times
All shipments originate from our central facility in Germany. We partner with established logistics providers, including DHL, FedEx, and UPS (Priority services), to ensure efficient transit.
Order Processing: Orders are processed within 1 to 3 business days from the date of confirmation.
Estimated Delivery Time: Most shipments arrive within 5 to 7 business days following processing.
Tracking and Notifications: Automated status updates are dispatched to the email address provided at checkout during key intervals, including order dispatch, arrival at the logistics hub, and local delivery deployment.
Delayed Shipments: If a shipment exceeds the standard estimated transit timeline, our team will initiate an official investigation with the carrier. Depending on the verifiable findings of the carrier report, we will arrange for either a product replacement or a standard monetary refund.
- Statutory Right of Withdrawal (EU Customers) and General Returns
In accordance with European Union consumer protection regulations, customers located within the EU possess a statutory right to withdraw from their purchase agreement within 14 days from the day the goods are received, without specifying a reason.
For all eligible returns (both European and United States orders), items must be sent back to our central headquarters at the following address:
Berger Straße 77, 60316 Frankfurt am Main
- Defective, Damaged, or Non-Conforming Items
If an item arrives damaged or exhibits clear defects, customers are requested to contact our support team via email within the eligible return period.
Evidence Required: Please provide clear photographic evidence demonstrating the reported issue.
Resolution: Upon verification of the provided evidence, we will process a replacement or a monetary refund. For verified physical damage or clear defects, a physical return of the affected item to Germany is generally not required once sufficient photographic verification is approved.
- Permitted Payment Methods and Refund Processing
Approved monetary refunds are credited exclusively back to the original method used during the initial transaction. We accept and support transactions via the following payment networks and systems:
Credit and Debit Cards: Visa, Mastercard, and American Express.
Digital Wallets and Electronic Options: Apple Pay and Google Pay.
Once a refund is approved and initiated by our system, the processing timeline depends on your financial institution’s standard operating protocols.
Contact Information
For any inquiries regarding shipments, returns, or order modifications, please reach out to our administration:
Company Name: Kettle Group GmbH
Registered Address: Berger Straße 77, 60316 Frankfurt am Main, Germany
Corporate Email: kettle@trailhydration.com
Telephone Contact: +49 69 48006040