Shipping policy

SHIPPING POLICY — Hydrago

1. Order Processing

All orders are processed within 1 to 3 business days after confirmation. Orders placed on weekends or holidays will be processed on the next business day.

Hydrago is not responsible for delays caused by errors in the delivery address, absence of the recipient, carrier logistical restrictions, hard-to-reach areas, or force majeure events.

2. Delivery Times

We work with HL Express for the distribution of all our orders in Costa Rica. The estimated delivery time is 2 to 8 business days, depending on your area.

This time is estimated, not guaranteed, and may vary depending on location, weather conditions, carrier operational volume, holidays, or situations beyond our control. Hydrago is not responsible for delays directly caused by HL Express or any other carrier used.

3. Order Tracking

Once your order is shipped, you will receive the tracking number via the contact method registered at the time of purchase.

If you do not receive your tracking number within 8 business days after order confirmation, please contact us through our official channels.

4. Shipping Costs

The applicable shipping cost will be clearly indicated at the time of purchase. If for any reason there are additional charges unrelated to Hydrago arising from the carrier or special delivery conditions (remote areas, delivery reattempts, incorrect address), these will be the customer’s responsibility, unless otherwise required by law.

5. Dispatch Origin Address

Hydrago
Costa Rica

6. Undelivered or Delayed Shipments

If your order has not arrived within the estimated timeframe, first check the tracking status. If the status shows no progress, consult with the carrier and contact us with your order number through our official channels.

Hydrago will evaluate each case individually. We are not responsible for lost, delayed, or undelivered packages due to incorrect, incomplete, or poorly provided addresses by the customer, or for failed delivery attempts where the recipient was not available.

7. Delivery Reattempts

If the courier is unable to deliver the order due to the recipient’s absence, a second attempt will be made according to the carrier’s availability. If delivery cannot be completed after several attempts, the order may be returned to our facilities, and the customer will need to cover the costs of a new shipment if they wish to reschedule delivery.

8. Changes to Delivery Address

Once the order is confirmed, any address error must be reported immediately. If the package has already been dispatched, Hydrago cannot guarantee that the delivery address can be modified.

9. Shipments to Special Areas

In some hard-to-reach areas or outside the Greater Metropolitan Area, delivery time may extend beyond the estimate, and in certain cases an additional logistical coverage cost may apply. We will inform you before dispatch when applicable.

10. Circumstances Beyond Our Control

Hydrago will not be responsible for delays or failures in delivery arising from force majeure causes, including but not limited to natural disasters, strikes, road blockades, extreme weather conditions, carrier stoppages, or any other circumstances reasonably beyond our control.