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Faq

The Hydrow Apparel Store accepts payment by Visa, Mastercard, Discover, and American Express. 

The name on your credit card bill will be PINPOINT MARKETING GROUP

For your convenience, we ship via FedEx, DHL & USPS. The store is plugged directly into the shipping provider's shipping calculator, the rates for which are based on your location, package weight, and package dimensions.  To calculate the cost of shipping for your order, put in your ZIP code during checkout and click continue.

After you place your order, an automatic confirmation email is sent to you.  This email contains your order number.  For an updated order status, please email this order number to info@pinpointmerch.com.  We will respond with your order’s status (in production, in transit, etc.) within one business day.

If you made a mistake on your order or would just like to change something, please call or email us right away at info@pinpointmerch.com / 800.521.2462.  If your order has not yet been shipped, we may be able to make the change for you. Please include The Hydrow Apparel Store order number, the name the order was placed under, the email address used for the order, and what you would like changed. We will respond right away to confirm whether the change is possible.

Some email providers mark our confirmation emails as spam or block them completely. You can check your spam folder to see if the email arrived there. If you are not able to find it there, you can email us at info@pinpointmerch.com and we can confirm that the order was placed.

If you received the wrong product(s) or the product(s) received are defective, please contact us at info@pinpointmerch.com with your order number and a specific explanation of the issue. We will jump right on it and take care of everything for you! Please do NOT ship your order back without contacting info@pinpointmerch.com and providing the return information we’ll give to you. 

Please email info@pinpointmerch.com or call 800-521-2462. If you plan to return your item, do NOT remove the hang tag from the garment. To receive return instructions for your order, please email info@pinpoint.com with your order number.   As long as the order was delivered within 30 days and tags are still on we will provide a return label via email.  The return must be received within 2 weeks of sending the label.  Once the product(s) are received we will process a refund less shipping costs.

Unfortunately we do not do exchanges at this time.  You will need to send back for refund (see Return instructions) and place a new order.

We are excited to get your product(s) to you!  We strive to ship all orders within 1-3 business days. A tracking number will be emailed to you at the time of shipment.

Yes, we do! IMPORTANT NOTE FOR INTERNATIONAL CUSTOMERS: Depending on your delivery location and order size, your order might be subject to import taxes imposed by the country of delivery. If your country does have taxes on imports, these import taxes are not covered by the postage charge on your order, and you will be required to pay them to receive your package.  Customs policies vary widely from country to country and we recommend contacting your local customs office for further information. If you do get charged an additional fee, the carrier will expect payment at the time of delivery. If you refuse the shipment because of these charges, or if an order is rejected by customs due to item restrictions, or if the order is returned because the local post is unable to locate your address, the return shipping cost and any duties associated with it will be deducted from your refund once the package is returned and processed by our warehouse. Please note that packages returned by customs can sometimes take a very long time to return, and in extreme circumstances can take as long as one year. You will receive an email to respond to confirming that you are aware of this possibility and are prepared to cover this cost.  Once we receive the confirmation from you, we will ship your order.  Your order will be shipped within 3-5 business days after we receive your email response regarding customs and duties fees.  If you do not respond within 5 days your order will be cancelled and a refund processed.

All international orders will ship within 3-5 business days after we receive your email response regarding customs and duties fees. A tracking number will be emailed to you at the time of shipment.

All SALES ARE FINAL for orders shipped outside the US and may not be returned or exchanged.

All SALES ARE FINAL for clearance items and they may not be returned. No price adjustments will be given on prior sales or sales that begin after your order was placed.

We at the Hydrow Apparel Store recognize the importance of protecting your personally identifiable information (such as your name, telephone number, e-mail address and other contact information, collectively, "PII") that you provide to the Hydrow Apparel Group. This Privacy Policy sets forth our policies regarding the collection, use and disclosure of your PII both through our online and offline operations. This Privacy Policy also explains how you can correct or change the PII we hold about you, or opt out of receiving certain marketing materials.The purpose of this Privacy Policy is to tell you how the Hydrow Apparel Stores strives to better serve you by keeping you informed of promotions, products and services, while, at the same time, safeguarding your PII.This Privacy Policy is incorporated into, and part of, the Terms of Use, which govern the Hydrow Apparel Store  (the "Site").If you have any questions or concerns regarding this statement, you should first contact the Hydrow Apparel Store at info@pinpointmerch.com.WHAT PERSONALLY IDENTIFIABLE INFORMATION HYDROW APPAREL STORE COLLECTS AND HOW IT IS COLLECTEDWhen you make a purchase, we need to collect certain information about you in order to provide and improve our services. The service that you chose will determine what information we collect from you. This information may include, but not be limited to:NameEmail addressHome and/or business addressTelephone numbers at which we can contact youYour date of birthMethod of payments (credit card type and expiration date)When you make a purchase, we will also record information that details the transaction.How we collect this information will depend on how you use our services. We may collect this information directly from you by telephone, fax, email, or through your use of our Site or the Internet. To the extent you use our Site, we may also collect information about your use of our Site, transactional and account information, e-mail and other information related to communications to our Site. We may also collect information about you indirectly through a supplier.You may choose not to provide some of your PII to us, but this may prevent us from providing our services to you, or limit our ability to provide you with the level of service that you would otherwise expect from us.HOW PERSONALLY IDENTIFIABLE INFORMATION IS USED AND DISCLOSED BY THE HYDROW APPAREL STORE: Usage: We strive to ensure that we give you a stress-free experience and are dedicated to building a rewarding and lasting relationship with every customer. In order to provide the level of service we believe you expect from us, we may use your PII for the following purposes:To provide the services and offerings that you request, and to communicate with you regarding such services and offerings;To do all things necessary to administer those services;To research, develop, manage, protect and improve our Site and services;To maintain and develop our service-oriented software and other business systems; andTo analyze data, or to have a third party do so on our behalf.We also use your PII information or some discrete part such as your email address for other purposes. For example, such information may be used to process and track your transactions and to send you information about our and our affiliates' and business partners' products and services and other information and materials that may be of interest to you. If you use our Site, information may also be used to evaluate what portions of our Site are visited more often than others, determine where visitors came from, where they go, and how long they stay on a particular page, or on our Site in general. We may match information collected from you through different means or at different times, including, for example, information collected online and offline, and use such information along with information obtained from other sources, including third parties. To do this, it is often necessary to share this information with carefully selected vendors and business partners we work with, such as companies that manage accounts, offer affinity, frequent-user, and reward programs, and companies that perform marketing services and other business operations for us. See below under Disclosing. DISCLOSING: We may disclose your PII to affiliated and non-affiliated organizations including, for example:To your company or organization if you use our services under a corporate or other commercial account;To one of our program partners;To entities that provide services on our behalf;To your credit card issuer; To credit reporting and fraud checking agencies;To debt collection agencies, if you fail to pay monies owed to us; To government, regulatory and law enforcement agencies where the disclosure is required or authorized by law, and otherwise as we believe is necessary or appropriate to satisfy any law, regulation or other governmental request, to operate our Site properly, or to protect or defend our rights or the rights or well-being of our employees, users or others or if you are involved (or are suspected by governmental authorities or our security functions to be involved) in any illegal activity, even without a subpoena, warrant or court order.We may also disclose your information to our affiliates and non-affiliated business partners for their use both on our behalf and for their own business purposes. For example, our affiliates and business partners may use such information to send you information about their products and services and other information and materials that may be of interest to you. You may opt-out of us disclosing your PII for these purposes by contacting us at info@pinpointmerch.com. We may also share your information with other non-affiliated third parties, such as entities that provide services for or through our Site or for our business (e.g., advertisers, ad servers, content providers, services providers, credit card processors, fulfillment services providers, e-mail list hosting companies and distribution companies) that use such information on our behalf consistent with this Privacy Policy. These types of third parties are not permitted to use your information for any secondary purposes.We may also transfer or assign your information to third parties as a result of or in connection with a sale, merger, consolidation, change in control, transfer of assets, reorganization or liquidation. For more information see our sections below on changes in the use of your PII.

If you received the wrong product(s), defective product(s) or would like to return an unused product within 30 days of the original purchase date, please contact us at info@pinpointmerch.com with your order number and any explanation of the issue. We will jump right on it and take care of everything for you!   Please DO NOT just ship your order back to us without the return information we’ll provide you. The Hydrow Apparel Store will accept returns of new unused product(s) for any reason up to 30 days after the original purchase date of the product(s). If you plan to exchange your item for a different size, DO NOT remove the hang tag from the garment. To receive exchange or return instructions for your order, please email info@pinpointmerch.com with your order number and a description of the replacement size or return you would like to make. We will contact you promptly with next steps. Thank you.

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