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Website Frequently Asked Questions

DELIVERY

Once your payment has been processed, we make it our priority to dispatch your order by the following business day. Expected delivery time is 2-6 working days after ordering, although quite often it is sooner. You will receive an email once your order is dispatched, allowing you to track delivery online (allow up to 48 hours for tracking information to become available).

There are two ways to do this:

Option 1: Log in to your account on www.hoselink.com, go to the order you want to track and click ‘Track’. This will show the tracking information and you can click directly from this page to the carrier’s website to go straight to tracking. Alternatively, you can copy and paste the tracking number into the carrier’s website.

Option 2: Click the link in the email you received notifying dispatch of your order. This will take you directly to the relevant tracking information. Please allow 24-48 hours for tracking information to become available.

If your order hasn’t arrived by the estimated delivery date on your order confirmation email, you can:

    • Check we have the correct delivery address for your order and your contact details are up to date by logging into your account.
    • Check to see if you have an 'attempted delivery' card from one of our carriers. Your package may be awaiting collection at a local post office.
    • Look in any safe areas the driver may have left your package, such as behind plant pots or trash cans, or in a shed, garage or porch.

If you still can’t find your package, please contact our Customer Care team at usa-support@hoselink.com so we can investigate further.

We use all major carriers (UPS, USPS, FedEx, and DHL). We aim to provide you with the most efficient and cost-effective shipping solutions available.

No, we currently only deliver within continental USA. Unfortunately, we are unable to deliver to Alaska, Hawaii, Canada, Mexico and most US Territories and Protectorates at this time. One option is to purchase through Amazon.com.

You order will be delivered by one of our external carriers. They are unable to provide a delivery time or delivery window.

We do not require a signature upon delivery. The carrier will attempt delivery and, if you are not home, they will leave the package in a safe and convenient location. Most carriers we use can be contacted while the package is in transit to set delivery options if required. Please see your shipping notification for carrier contact details. 

RETURNS

We’ll make this process as simple as possible for you. Whether you ordered the wrong item, are unhappy with the product, or if it is defective, we’ll send you a Prepaid Return Label at no cost to you, providing you are returning the product within 30 days of purchase. We ask you to appropriately package the item you are returning, affix the return label provided to you, and send your original item back to us.

Before sending the item back, please contact our Customer Care team at usa-support@hoselink.com so we can arrange the shipping label and record the return request.

If you're not happy, we're not happy!

We offer a 100% Money Back Guarantee on any product you purchase from us that does not perform to your expectations. Simply return it to us within 30 days of purchase and we’ll issue you with a full refund. To organize a return label at no cost to you, please contact our Customer Care team at usa-support@hoselink.com.

Of course! Simply contact us at usa-support@hoselink.com to arrange a return shipping label within 30 days of purchase. Once we receive the original item back, we’ll contact you to organize the exchange.

We get asked this occasionally but no, none of our products carry a lifetime warranty. Due to the unique design of Hoselink Hose Connectors we can and do guarantee that a correctly fitted Hose Connector will never burst off your hose.

All our products come with a warranty period, which is indicated on each product page of this website and in product manuals. Warranty dates are effective from the date of purchase.

For example:

  • Hose Connectors - 3-year warranty
  • Retractable Garden Hose Reels - 2-year warranty
  • Spray Nozzles and Watering Accessories - 12-month warranty
  • Garden Care Products - 12-month warranty

PAYMENTS

We accept the following payment methods:

  • Visa
  • Mastercard
  • American Express
  • Paypal
  • Apple Pay
  • Google Pay
  • Shop Pay
  • Check the card details have been entered correctly, including the expiry date.
  • Make sure you enter the security code correctly – that’s the three digit number on the back of your card.
  • Your card issuer may have declined the payment. As they don’t tell us the reason for this, it’s best to check with them.
  • If you’ve tried all of the above, try paying with another card.

If you continue to experience problems, please contact our Customer Care team at usa-support@hoselink.com and we’ll happily assist in processing your order.

Payment is processed immediately for all online orders.

ORDERS

If you contact us as soon as possible, we may be able to intercept the order and cancel it before it is packed and dispatched.
Please contact our Customer Care team urgently at usa-support@hoselink.com to see whether this can be done.

If you contact us as soon as possible, we may be able to intercept the order and amend it before it is packed and dispatched.
Please contact our Customer Care team urgently at usa-support@hoselink.com to see whether this can be done.

We will gladly resolve any issue with an incorrect or faulty product immediately. Please contact our Customer Care team at usa-support@hoselink.com to resolve the error.

If we sent the wrong product, we’ll arrange for you to return the incorrect item free of charge and immediately send the right item out to you.
If the product you received is faulty, we’ll arrange for a replacement. Please contact our Customer Care team for assistance with this.

Depending on the size and type of products you have ordered, we may have sent separate packages. You will be able to see this on the email from our distribution center informing you that your order is on its way.

If your order has been sent in different packages, then each packing slip (found inside your package) will detail the items you can expect to find inside. Please check the packing slips from each part of your order to make sure you’re not missing any items.

If an item is missing, please contact our Customer Care team with the order number and details, and we will resolve the issue for you as quickly as possible.

If there is a product you are interested in that we do not have in stock, please contact Customer Care via email at usa-support@hoselink.com to be kept up to date.

SHOPPING

Hoselink is an online retailer selling directly to the public. You will not find our products in any retail outlets. You may place your order via our easy-to-use website and we will deliver direct to you. We offer free shipping on all orders over $99 and every order comes with a 30-day Money Back Guarantee backed by our excellent customer service. You can trust Hoselink for a great shopping experience.

As we’re exclusively an online retailer, we sell directly to the public, therefore do not offer wholesale prices or purchase options.

We do not generally offer bulk discounts but are happy to assess any large orders on a case by case basis. Please contact us at usa-support@hoselink.com if you wish to discuss this.

Our website shop is totally secure so your details cannot be accessed by anyone but us. Your credit card details are not stored, so each time you return to us, you will need to provide your credit card details again.

WARRANTY

- At Hoselink, we always work hard to solve any problem you might have with one of our products. We warrant our products to be free of defects in materials and workmanship that result in failure during normal usage.

- Warranties are extended to the original end-user purchaser, beginning at the time of retail purchase.

- This warranty does not cover misuse, unauthorized modifications, and external causes such as acts of nature. This warranty does not cover normal wear and tear, or damage to any non-Hoselink product used in connection with a Hoselink product. This warranty does not apply to damage caused by accident, abuse, misuse or modification of the product.

Simply contact our Customer Care team at usa-support@hoselink.com. You will need to provide details of the original purchase including the name, order number (if known), and details regarding the product fault. Emailing a (small size) photo showing the problem is often helpful in expediting the claim, and may be requested in some cases.

Items will be replaced with the same item originally purchased, or the closest available product in our current range. For items that cannot be replaced, a full refund will be offered. If we require you to return the item to us for inspection, we will supply you with a return shipping label at no cost to you.

ACCOUNT

If you have forgotten your password, visit the Log In page and click ‘Forgot Your Password?’ Enter your email address and a new password will be emailed to you. We advise copying and pasting this password into the password field to avoid typing errors. Ensure you do not add any blank spaces.

Once you have successfully logged in, you can change your password to a more memorable one.

Alternatively, you can contact our Customer Care team for assistance.

At the bottom of every email newsletter we send, there is a link to ‘Unsubscribe’. Simply click this link to be removed from future mailings.

Log in to your account from our website. Under ‘Edit My Details’, click the relevant link (Billing address, Contact details – email/telephone) to change your details online.

Alternatively, you can contact our Customer Care team to make the change on your behalf.

PRODUCTS

We provide product information and FAQs on the relevant web page for each product. Simply click the product picture on the menu. We also provide troubleshooting information for our products here. If your question is still not answered, please contact our Customer Care team at usa-support@hoselink.com.

Our range of products are currently manufactured in a number of countries including Australia, Italy, China and Taiwan.

Unfortunately it is not always possible to manufacture products in Australia and as a company it is important for us to stay competitive in today's marketplace. We're always seeking high quality products and keep a tight control over all manufacturing processes.

Our Hoselink fittings are Australian designed and 100% Australian owned. Although we used to manufacture all of our fittings in Australia, we were forced to move our operations to China when our Australian manufacturer told us they could no longer produce our product in Australia. The fittings are now manufactured to our exacting specifications in China, with our Australian-made tools.

Optional Extras are products that may be of use with the product you are purchasing. For example, some people purchase a Retractable Garden Hose Reel and plan to move it from the front to the back of their property, so they purchase an Additional Bracket and an additional Faucet Connector to make this task much easier.

You do not need to purchase Optional Extras. They are simply shown to assist you with your purchasing decision.