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FAQ
Payment
- What payment methods do you accept?
- Where is my refund?
What payment methods do you accept?
We accept the following credit cards: MasterCard, Visa, American Express, Discover and Diners Club. We also accept payment by Apple Pay, Google Pay, Meta Pay amd Coinbase Commerce. PayPal, Amazon Pay are also available payment methods. If you decide to use either of these two methods, you’ll be taken to either the PayPal or Amazon Pay website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.
Where is my refund?
As per our refund policy, we aim to process refunds within one business day of an item being returned to us. Please note, however, that your bank may take several days to process the payment back into your account. With that said, please allow up to ten business days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.
Ordering and delivery
- Can I place an order without creating an account?
- Where is my order confirmation?
- Why has my order been canceled?
- How do I cancel my order?
- Can I alter my order?
- When will my order arrive?
- Can I order for delivery?
- What countries do you ship to?
- How much is shipping?
- Can I track my order?
- How do I use the digital gift card?
Can I place an order without creating an account?
Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you sign in via social login or create an account. However, if you’d like to check your order history and have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit https://www.account.fishinagua.com and follow the instructions on-screen.
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at info@fishinagua.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Why has my order been canceled?
We typically only cancel orders if there’s a problem with stock, if you’ve asked us to cancel or if your payment method shows a high fraud risk level. Please accept our apologies if your order is canceled because of a problem at our end. We’ll always offer an alternative product and process your refund in full, as quickly as possible.
How do I cancel my order?
There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, via info@fishinagua.com, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
Can I alter my order?
Sadly, we’re unable to modify your order once we’ve started processing it. If you need to order a greater quantity or an additional product, please place a new order online.
When will my order arrive?
Orders that require shipping within the US will be delivered within two to eight business days. Currently we do not ship to countries outside of the U.S. Tracking is available via the tracking page on our website. You will also be emailed tracking staus updates and or receive text message updates of your order tracking if you have opted in to SMS updates. Please get in touch if your order hasn’t been delivered according to the expected timescales, and we will check your order status.
Can I order for delivery?
Our website is smart. We know if you are in range to order delivery. If you our within 60 miles of any of our Hydration Centers, you will have the option to order delivery prior to checkout. You will receive updates on your delivery status via email.
What countries do you ship to?
We ship international to over 236 countries.
How much is shipping?
Shipping costs depend on the item you’ve ordered. You will see the shipping costs on your order prior to checkout.
Can I track my order?
Yes. We’ll provide updates at every stage of your order, from the moment you place it, through to despatch and delivery. In your delivery confirmation emails, you’ll receive a tracking reference which you can use to check the progress of your order online. If you opted in to text message updates, you will receive SMS updates on your order tracking. You can also track your order on our website by inputting your order number on our tracking page.
How do I use the digital gift card?
Our digital gift card can be used for both point of sale and online purchases. For point of sale purchases, your gift card can be loaded to your Apple Wallet and the QR code can be scanned at register to purchase and/or be applied as a discount coupon towards your purchase. For online purchases, the unique code on your digital gift card can be inputted into the discount code block at checkout to be applied to your order.
Hydration Plan
- What is a hydration plan?
- Are there product restrictions on the Hydration Plan?
- Are there any cancellation fees on the Hydration Plan?
What is a hydration plan?
Our Hydration Plan is a monthly membership with discount benefits as well as sweepstakes raffles for customers who subcribe.
Are there product restrictions on the Hydration Plan?
Only Bottled Water products are eligable for the Hydration Plan. All variants of our bottled water are eligible for our Monthly Hydration Plan. Customers can purchase one bottle per month or fifty cases per month. All quanities and variants of our bottled water can be purchased under our Hydration Plan. Hydration Plan subscriptions cannot be purchased with Shop Pay installments.
Are there any cancellation fees on the Hydration Plan?
No. There are no cancellation fees. No contracts. No commitments. There are only benefits from keeping your membership. If you want to cancel your Hydration Plan, you may do so by logging in to your customer account.
Returns
- Can I return or exchange an item?
- How do I return an item?
- What do I do if I lose my return note?
- My order has arrived but it’s not as I expected. What can I do?
- How long does it take to return an item?
- Will you re-ship my item if it was damaged, lost or stolen?
Can I return or exchange an item?
You can absolutely return your item to us, within 30 days after receiving it, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. Unfortunately, we don’t offer exchanges.
How do I return an item?
As per our return policy Please contact our customer service team via info@fishinagua.com. Providing the return is within the 30-day refund period and meets our return criteria, we will issue you with a return note by email. You need to print this off and attach it to the packaging of the product when returning it to us. You will need to arrange and pay for suitable packaging when returning an item.
What do I do if I lose my return note?
We send return notes by email, so if you can locate the email we sent you, simply print off a new one. If you can’t find this email, please get in touch and ask for it to be resent to you.
My order has arrived but it’s not as I expected. What can I do?
In the rare event that your order arrives damaged or faulty, please take photos of the product in question and email our customer service team via info@fishinagua.com with the details. We’ll respond within 48 hours. If you just don’t like the product for any reason, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached.
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within one business day after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.
Will you re-ship my item if it was damaged, lost or stolen?
If your shipped item has been damaged, lost or stolen within the carrier transit and you have not previously selected shipping protection for your purchased items at checkout, Fishinagua is not at fault or liable and your item will not be reimbursed. Only if shipping protection has been selected, please raise an order claim HERE so we can evaluate and re-ship your purchased item.
FISHINAGUA Business
- What's a reseller?
- What's an affiliate?
- How do I become an affiliate?
- How do I become a Hydration Center?
- How do affiliates get paid?
- How do affiliates find their referral links?
- Do I have to pay to become an affiliate?
- Are there any age restrictions to become an affiliate?
- Can I dropship FISHINAGUA product?
What's a reseller?
Resellers are individuals with marketplaces that can buy FISHINAGUA product from us a wholesale in order to resell to consumers at retail. Resellers can contact us via our reseller contact form.
What's an affiliate?
An affiliate is someone who refers sales and earns cash rewards.
How do I become an affiliate?
Our affiliate program currently is via invite only.
How do I become a Hydration Center?
You can contact us via our form.
How do affiliates get paid?
Affililates receive their reward payments every Friday via PayPal.
How do affiliates find their referral links?
There are 2 links affiliates receive when they join our program. The first is their unique customer referral link which can be found on their dashboard in their affiliate accounts. The second is their unique affiliate invite link which can be found in their account tab within their affiliate accounts.
Do I have to pay to become an affiliate?
No. There are no fees or dues associated in becoming an affiliate. If any affiliates attempt to make you pay them personally to join our program, please contact us on our contact form or via info@fishinagua.com and let us know as this is highly forbidden.
Are there any age restrictions to become an affiliate?
Yes. In order to become an affiliate, you must be 18 years or older.
Can I dropship FISHINAGUA product?
Yes. Our dropshipping partners can be seen HERE.
Misc
- Do you sell gift cards?
- How do I enter the Sweepstake?
- How do I get discounts?
- What material are the bottles made of?
Do you sell gift cards?
Yes, we do. These are purchased and processed electronically on our online store and each contains a unique reference number. Our gift cards are ideal if you’re not sure what to get that special person in your life. Simply buy a gift card instead.
How do I enter the Sweepstake?
You can enter our Sweeptake by purchasing a Monthly Hyration Plan.
How do I get discounts?
Signing up to our newsletter will provide you discounts. Also, when making an account with us you will receive loyalty points for several actions which can lead to more discounts on your purchases.
What material are the bottles made of?
Our bottles are BPA Free PET plastic. Please recycle. To assist in environmental preservation, we also donate towards efforts to clean the worlds oceans.
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