Find the answers to some of our most frequently asked questions
Once your order has been placed, it will depart our warehouse by the end of the next business day and arrive to you within 2-6 business days.
Option 1
Log into your account, select the order you wish to track and click ‘Track Shipment’. This will take you to the carrier website with tracking information on your order once it has departed our warehouse. Please note that tracking details may take 48hrs to update from the departure date.
Option 2
Once your order has shipped, you will receive a notification email from support@hoselink.com. Clicking on the “View Your Order” button will take you to your order detail, along with tracking information and an estimated date of arrival.
Option 3
Email our friendly customer support team at support@hoselink.com with your order number and the email address used to place the order, and we will be happy to share your order tracking information with you.
Please note that for orders containing multiple items, there may be multiple packages in your shipment. These may travel from different warehouses in our network and arrive on different days.
No, our shipping partners require a regular street address.
If you have placed an order with an incorrect shipping address, please call us on 1 833 216 4673 (10am-5pm ET, Mon-Fri) as soon as possible to update prior to your order being packed. Once an order is packed and tracking details provided, we cannot guarantee edits can be made.
Orders are shipped using a variety of partners, primarily UPS.
No, all orders are subject to standard ground shipping. Your order will be packed from the nearest available warehouse resulting in the fastest possible transit time. Orders are generally received within 2-6 business days.
Orders placed through this website can only be shipped within the
contiguous United States. We do not ship to Hawaii, Alaska or additional territories at this time.
For customers in Australia, please visit www.hoselink.com.au or email hello@hoselink.com.au.
If your package hasn’t arrived within 2 business days of the estimated date of delivery outlined in your tracking information, or tracking does not progress for 72 hours, you can:
You can also contact our customer service team via one of the following channels and we can lodge the investigation on your behalf:
Our shipping partners are permitted to deliver your order without a signature. If no one is available to take the delivery, they will either leave a calling card for collection at a local pick-up point or leave it in a safe place, as deemed appropriate.
In the event you need to delay delivery of your order due to vacation or otherwise, please notify our Customer Service team when placing your order so we can be sure to place a hold on fulfilment and shipping until appropriate.
Please confirm the shipping address given with your order, and check the tracking information to confirm the details match. For deliveries when you are not at home, the shipping partner may leave your package without a signature. Please check at your doorstep, by your garage or shed, behind potted plants or in your mailbox for smaller items.
If you still cannot locate your package, you can contact our customer service team via one of the following channels and we can lodge an investigation with the shipping partner:
We offer a 100% money-back guarantee on any purchase you make that does not meet your expectations. Simply get in touch with our team via one of the following methods within 30 days of receiving your order, and we’ll supply you with a prepaid UPS return label. You can print this out, attach it to the packaging and take it to any UPS drop-off point for a free return to our warehouse.
Once your goods have arrived at our warehouse, our returns team will process your refund or exchange within 7 days.
Of course! Contact our team via one of the following channels within 30 days of receiving your order, and we’ll supply you with a UPS pre-paid postage label. You can print this out, attach it to the packaging and take it to any UPS drop-off point for a free return to our warehouse.
Once your goods have arrived at our warehouse, our returns team will process your exchange within 7 days. If you require a faster processing time, please reach out to our team once your return item has been shipped and we will do our best to accommodate your request.
Hoselink offers a 2-year warranty on all Retractable Hose Reels, and a 1-year warranty on all other items. Warranties are effective from the date the goods are delivered. If your product is out of the warranty period, we still encourage you to contact our customer service team as we do stand by the quality of our products and love to help our customers out where possible.
If you require payment in installments, please select the “Shop Pay” payment option at checkout and you will be directed to complete your purchase using Shopify’s installment plan.
Our system does not allow for split payments between separate credit cards, Visa gift cards or similar. You will be required to complete your payment in full using one nominated card.
Please note that Hoselink-issued gift cards are redeemed by entering your gift card code into the “gift card or coupon code” box at checkout. You will then be able to complete payment on any remaining balance with your chosen payment method.
Please check these common reasons:
If you are still having issues, please contact our customer service team on 1 833 216 4673 (10am-5pm ET, Mon-Fri) and we can try processing your credit card payment by phone.
At the final stage of checkout, you can enter your discount or gift card code. Please note, they are case sensitive, so will need to be entered exactly as written.
Any unused amount will remain on the gift card to be used with your next purchase.
If the amount is greater than the gift card balance, then you can pay the remainder by selecting your preferred payment method upon checkout.
All gift cards are sent electronically by email. We do not have physical gift cards. To purchase:
We charge at the point of completing your purchase.
If your order has not been picked by our warehouse team, we can intercept and cancel the order. The best way to do this is by contacting our team on 1 833 216 4673 (10am-5pm ET, Mon-Fri) as soon as possible after placing the order. If outside these hours, please send an email to support@hoselink.com with the subject heading ‘Cancel Order Request’. If possible, please
also follow up with our team by phone on the next business day.
If your order has not been picked by our warehouse team, then we can intercept and amend the order. The best way to do this is by contacting our team on 1 833 216 4673 (10am-5pm ET, Mon-Fri). If outside these hours, please send an email to support@hoselink.com with the subject heading ‘Amend Order Request’. If possible, please also follow up with our team by phone on the next business day.
We have strict quality control measures in place for our products and processes in our warehouses to prevent this from happening. In the unlikely event that you have received the wrong item, or your order contains defective items, please contact our team on one of the below channels:
If we have sent the wrong item, we will send out the correct item immediately as well as providing you with a pre-paid postage label to return the incorrect item.
If the product is faulty, we’ll arrange a replacement piece or product to be shipped and advise
if we require the other item returned to us. We may request a photo of the damaged/incorrect item, or the item to be returned for quality control purposes.
If you order contains multiple items, products may ship separately due to size and availability across our network of warehouses.
When you receive your shipping confirmation email, clicking through to your order will display tracking information for each separate parcel along with expected delivery dates. Please note, due to multiple warehouses being used, packages may arrive on different days. This is something that is out of our control.
If there is an item missing from one of your deliveries and the tracking is showing as delivered in full, please contact our customer service team via one of the below channels and we will ensure you receive all ordered products:
If an item is listed as out of stock on the website, we will be getting more stock in. If there is no due date on the product page when you click on the item, then we do not currently have an estimated date of arrival.
To be sent an email when an out-of-stock product arrives at our warehouse, click on the product and select ‘Notify me when available’. Here you can enter your email address to receive a notification once the item is back in stock.
Hoselink is an online-only retailer, and we like to deal with our customers directly. Therefore, you won’t find our products in any 3rd party retail outlets or other online marketplaces. You can order directly through our website or by calling our friendly customer service team on 1 833 216 4673 (10am-5pm ET, Mon-Fri). We offer free postage on orders over $99 and a 30-day money back guarantee on all products.
Hoselink is exclusively an online retailer selling direct to the public. We are happy to review trade requests on a case by case basis, please email your enquiry to support@hoselink.com for consideration.
We do offer bulk buy discounts on our Retractable Hose Reels and Solar Light range. Discounts will automatically apply at checkout where applicable. Please note, bulk buy discounts do not apply during sale and promotional periods.
No, applicable county and state sales taxes will be automatically added to your cart once you have entered your shipping and billing information.
Please email a copy of your government-issued tax-exemption certificate along with your desired order and shipping address to our Customer Service team at support@hoselink.com. We can then arrange an invoice, with taxes waived, for you to complete your purchase.
Our website store is completely secure and encrypted in line with industry and legislative standards. We do not store any credit card information on our website.
If you pay via a credit or debit card to complete your purchase, our payment platform Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security System (PCI-DSS). For more information, you may wish to read Shopify’s Terms of Service (https://www.shopify.com/legal/terms) or Privacy Statement (https://www.shopify.com/legal/privacy).
We work hard to help our customers with any product related issues you may have. We commit our products to be free of defects in materials and workmanship that result in failure during normal usage.
Warranties are covered for the original purchaser (unless purchased as a gift) and from the date delivery occurred. As we sell direct to consumer, any 3rd party resales are considered unauthorized purchases and as such are not covered by our warranty policy.
The warranty does not cover misuse, unauthorized modifications, and external causes such as acts of nature. The warranty does not cover general wear and tear or damage to any non-Hoselink product used in connection with a Hoselink product.
Please contact our team via one of the below channels:
You will be required to provide details of the original purchase made, such as name and address, order number (if known), along with details of the product fault. Providing a photo or short video via email often speeds up the process and may be required in some instances.
If the item cannot be repaired, items will be replaced with the same item originally purchased or closest available in our current product range. For items that cannot be replaced, we will offer a credit to be used on a future purchase. If we require the item to be returned for repair or inspection, we will supply a pre-paid postage label so you can return the item at no cost to you, via any local UPS Drop-Off point.
If you cannot log into your online account, it could be due to one of the following two reasons:
If you have forgotten your password, click the button and enter your email address to be sent a link to change it. Please also check your spam/junk folder in case the mail has been filtered there. If this still does not come through to your email, please reach out to our team who can amend this for you.
If you receive email communications from us, but see a message “your email address is not recognized”, it could be that the account set up has not been finalized. Please contact our team on 1 833 216 4673 and we will send you an account invitation to complete this process. You will then be able to access your account information and any order history.
At the bottom of every newsletter there is an ‘Unsubscribe’ option. Simply click this to be removed from our mailing list. Please note, it can take up to 48 hours to take effect.
In the unlikely event you continue to receive correspondence not related to an order, please respond to the email requesting to be unsubscribed and one of our team will ensure this has been done for you.
Log into your online account. From here, you can click onto the ‘Account Details’ tab and then click ‘View Addresses’. From here you can add, edit or delete an address linked to your account.
If you need to update any other details, such as your email address, please contact our team using one of the below methods:
We provide product information, specifications and FAQs on the relevant web page for each product.
You will also find video instructions for common troubleshooting and installation tips on our product support pages here.
If your question is still not answered, please contact our Customer Service team through one of the following methods:
Hoselink is a 100% Australian owned and family-run business. Our products are manufactured in various locations including but not limited to Australia (Fertilizers and Drinking Water Hoses), Taiwan and China. Whether a product is manufactured in Australia or elsewhere, we have strict quality control measures in place to ensure our customers receive the highest quality products they come to expect from us. This is also backed by our US-based customer service team who are more than happy to help with anything you need.
Our manufacturing processes are constantly under review, with a goal to develop more of our products within our Australian based facilities.
Many items can be fixed from home with provided spare parts, and we have documents and videos available to assist you along with access to our friendly customer service team if you need a helping hand. Unfortunately, we do not offer an on-site repair service to come to your property.
If your product is still within the warranty period, all repair or replacement parts needed will be shipped to you free of charge. If out of warranty, relevant parts will be charged at RRP and a small shipping fee will be applied.
For more information on repairs