How Can We Help You?
Find answers to common questions about our products, shipping, and services
Q1
What is Hydrate and what products do you offer?
Answer:
Hydrate is your premier destination for premium hydration products in the UAE. We offer a wide range of high-quality water bottles, hydration accessories, and wellness products designed to keep you refreshed throughout your day.
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Q2
How do I place an order?
Answer:
Simply browse our products, add items to your cart, and proceed to checkout. You can checkout as a guest or create an account for faster future purchases. Fill in your delivery details and complete payment to finalize your order.
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Q3
What payment methods do you accept?
Answer:
We accept all major credit and debit cards including Visa, Mastercard, and American Express. All payments are processed securely through our encrypted payment gateway.
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Q4
Do you offer free shipping?
Answer:
Yes! We offer free shipping on orders above a certain amount within the UAE. Standard shipping rates apply for orders below the minimum threshold. Express shipping is also available for faster delivery.
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Q5
How long does delivery take?
Answer:
Standard delivery typically takes 2-4 business days within the UAE. Express delivery is available and takes 1-2 business days. You will receive tracking information once your order is dispatched.
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Q6
Can I track my order?
Answer:
Absolutely! Once your order is shipped, you will receive an email with tracking information. You can also track your order by logging into your account and viewing order history.
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Q7
What is your return policy?
Answer:
We offer a 14-day return policy for unused products in their original packaging. Items must be in resalable condition. Please contact our customer service team to initiate a return.
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Q8
How do I request a return or exchange?
Answer:
Log into your account, go to order history, select the order you wish to return, and click "Request Return". Fill out the return form with your reason and we will process your request within 24 hours.
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Q9
Are your products BPA-free?
Answer:
Yes, all our hydration products are made from BPA-free materials. We prioritize your health and safety by using only food-grade, non-toxic materials in all our products.
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Q10
Can I use discount codes with sale items?
Answer:
Discount codes and promotional offers may have specific terms and conditions. Some codes cannot be combined with sale items. Please check the terms of each promotion or contact customer service for clarification.
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Q11
Do you offer gift wrapping?
Answer:
Yes, we offer gift wrapping services for a small additional fee. You can select this option during checkout and add a personalized message for the recipient.
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Q12
How do I care for my hydration bottle?
Answer:
For best results, hand wash your bottle with warm soapy water. Most of our bottles are dishwasher safe (top rack only). Avoid using bleach or abrasive cleaners. Air dry completely before storing.
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Q13
Do you have a loyalty program?
Answer:
Yes! Our loyalty program rewards you with points for every purchase. Points can be redeemed for discounts on future orders. Sign up for an account to start earning points today.
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Q14
Can I modify or cancel my order?
Answer:
Orders can be modified or cancelled within 1 hour of placement. After that, orders are processed for shipping and cannot be changed. Please contact customer service immediately if you need to make changes.
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Q15
Are your products suitable for children?
Answer:
Many of our products are suitable for children. We clearly mark products designed specifically for kids. All our products meet international safety standards and are made from child-safe materials.
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Q16
Do you ship internationally?
Answer:
Currently, we ship within the United Arab Emirates only. We are working on expanding our shipping options to serve international customers in the near future.
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Q17
How can I contact customer service?
Answer:
You can reach our customer service team through the contact form on our website, email us, or call our hotline. Our team is available Sunday to Thursday, 9 AM to 6 PM GST.
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Q18
Do you offer bulk or corporate orders?
Answer:
Yes! We offer special pricing for bulk orders and corporate gifts. Contact our sales team with your requirements and we will provide a custom quote with volume discounts.
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Q19
Are your products eco-friendly?
Answer:
We are committed to sustainability. Many of our products are made from recycled materials and are fully recyclable. We also use minimal, eco-friendly packaging to reduce our environmental impact.
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Q20
What should I do if I receive a damaged or defective product?
Answer:
We sincerely apologize if you receive a damaged or defective product. Please contact our customer service immediately with photos of the damage. We will arrange a replacement or full refund as quickly as possible.
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Still Need Help?
Our customer support team is here to assist you with any questions or concerns.
