FAQs

Please take a look through our frequently asked questions below

Delivery & Returns FAQs

All orders placed before 2pm Monday-Thursday (11am on Friday) will be dispatched same day. If your order is placed after the cut off this will be dispatched on the next working day. We do not dispatch orders over the weekend.

We hope you will love your new products but we do understand that you may change your mind. We will happily accept returns of unused, non-personalised products that are in their full original packaging within 14 working days of receipt. Please send your order to the following address along with your order details:

HydrateM8 Ltd
Unit 6,
Five Oaks Business Park
Geddinge Lane
Wootton
Canterbury
Kent
CT4 6RY

Upon receipt and inspection of your order, we will inform you of your refund status.

Unfortunately, we are unable to accept returns of personalised products as these are non-refundable.

We are unable to offer exchanges however, if you would like to swap your product, you can *return this* to us for a refund and order the new product on our website.

Please note we can only accept returns of unused products in their full original packaging and we are unable to accept returns of personalised items.

The delivery charge is calculated after any discount, sale or promotional offers have been applied. If using a coupon code for example takes your order under the £30 threshold, the delivery charge will added.

Yes, we can ship orders Worldwide. Shipping will be calculated at the checkout page. You can also find all delivery countries and costs on our shipping page.

Account & ordering FAQs

If you wish to close your account, please contact our team on enquiries@hydratem8.com with your full name and email so we can arrange this for you.

Once your order has been placed, we are unable to change this. If there is a discrepancy with this, please email our team on enquiries@hydratem8.com and we can look into this for you.

Once your order has been placed, we are unable to cancel this. If you have a discrepancy with this, please email our team on enquiries@hydratem8.com and we can look into this for you.

If you would like to return your order, you can do so within 14 working days so long as the products are unused, non-personalised and in their full original packaging.

We’re sorry that you have received an incorrect item. Whilst we ensure our best efforts are put in when packing and checking all orders; unfortunately mistakes can sometimes occur.

Please email our team on enquiries@hydratem8.com with your order number; a photo of your paper invoice and the products you have received so we can get this sorted for you as quickly as possible.

If you’re experiencing a leaking issue with your bottle and this is within the warranty period, please email our team on enquiries@hydratem8.com with your order details and a photo or video of the issue and we will get back to you.

If you’re experiencing a problem with the thermal properties of your product and this is within the warranty period, please email our team on enquiries@hydratem8.com with your order details and we be able to get this sorted.

Payment, Discounts and Bulk Buying FAQs

Yes, our website is linked with the payment service provider Klarna so you can pay for your order within 30 days or over 3 months, if you are accepted for this. You will need to select the Klarna option at the checkout. Click here to learn more.

Coupon codes are limited to one per order and these can not be used in conjunction with any other offer, promotion or on sale items.

Yes, if you would like to place a bulk order you contact our team and they will provide you with a quote for the items you are wanting.

Insulated Products FAQs

Our coffee cups are designed to keep the contents hot for up to 8 hours (or cold for up to 12 hours).

Our food pots are designed to keep the contents hot for up to 8 hours (or cold for up to 12 hours).

Our insulated products are not suitable to be cleaned in the dishwasher as the temperature can be too hot. We advise hand washing only in warm soapy water; rinsing thoroughly and allowing all components to fully air dry. For a deeper clean you can use bicarbonate of Soda or a sterilising solution/tablet.

We advise hand washing our products only in warm soapy water; rinsing thoroughly and allowing all components to fully air dry. You can even a bottle brush to clean within the main section of your insulated product and for a deeper cleanse, you can use bicarbonate of Soda or a sterilising solution/tablet.

You should pre-heat your food pot prior to filling this with your food. Simply fill this with boiling water and apply the lid for 5 minutes. After this time, empty the water and fill to the top with your piping hot food; reapply the lid and you’re ready to go.

If you’re wanting to use your food pot for cold foods, please put this in the fridge with the lid off before filling this.

Our products are not suitable to go in the freezer however, you can put these in the fridge (with the lid off) or add ice to them if you’re wanting this really cold.

Unfortunately, our products cannot go in the freezer so you will to heat your food/drink prior to putting this in your insulated item.

Unfortunately, we do not sell the parts to our bottles separately however, if you contact the team, we will always check our stock to see if we have any spares available.

If you’re experiencing a problem with the thermal properties of your product and this is within the warranty period, please email our team on enquiries@hydratem8.com with your order details and we be able to get this sorted.

Yes, our insulated products are leak-proof however these are unfortunately not spill proof.

Although our products are made from premium quality materials, the paint on these is unfortunately not scratch proof. We would not advise placing these in a bag with other objects such as keys or anything sharp. If placed on rough surfaces this can also cause the paint to scratch on the bottom.

Whilst we know scratches can make your product look older and worn, these imperfections should not affect the thermal properties of your product.

Our Insulated products are made of triple-layered stainless steel to ensure the temperature of the contents stays hot (or cold) and fresh for hours. The lids of our coffee cups and food pots are made from plastic which is BPA free.

Yes, our insulated products come with a 1 year warranty against manufacturing faults. If you are having problems with your product, please get in touch with the team on enquiries@hydratem8.com and we will arrange to get this repaired or replaced.

Tracker bottle FAQs

Our patented tracker works as visual aid to ensure you are drinking smaller, consistent amounts of water throughout the day.
Simply fill the bottle in the morning and follow the timings on the left-hand side of the tracker drinking the designated amount of water within each hour slot. At 1pm, refill the bottle and do the same for the timings on the right-hand side. This will provide you with 1800ml of your daily fluid intake.

Our bottles are not suitable to be cleaned in the dishwasher as the temperature can be too hot. We advise hand washing only in warm soapy water; rinsing thoroughly and allowing all components to fully air dry. For a deeper clean you can use bicarbonate of Soda or a sterilising solution/tablet.

We advise hand washing our bottles only in warm soapy water; rinsing thoroughly and allowing all components to fully air dry. The Original Hydration Tracker lids can be taken apart to ensure all areas are cleaned and you can even use a thin brush to clean within the straw/spout. For a deeper cleanse you can use bicarbonate of Soda or a sterilising solution/tablet.

Unfortunately, fizzy drinks and our plastic bottles do not mix well together. These bottles are designed for still, cool liquids only.

Yes, our Original Hydration Tracker bottles are designed so that you can take apart the lid for cleaning purposes. This short video details how you can take apart and reassemble the lid.

https://www.dropbox.com/s/y5n3rgeo435bdm1/File%2026-06-2017%2C%2011%2029%2025.mov?dl=0

The Original bottle is designed with a manual flip up spout and straw for easy and consistent hydration. All of our Original bottles are branded with our patented tracker and either a quote or ‘HydrateM8’ on them.

The Active bottles have a push-button and quick-flow lid for those who prefer to hydrate quicker. The bottles also have an additional lock on the lid and a frosted finished to the bottle itself.

We would be able to say for definite due to the diversity of cup holders across different car makes but we’ve provided the diameter of both of our Original and Active bottles so you can compare this with your car cup holder.
Original Bottle – 8cm
Active Bottle – 7.5cm

Our bottles are not suitable to go in the freezer however, you can put these in the fridge or add ice to them if you’re after a really cold beverage.

Unfortunately, we do not sell the parts to our bottles separately however, if you contact the team, we will always check our stock to see if we have any spares available.

All of our bottles come as a final product and we do not have the logistics available to offer this service at the moment. If a friend or family member is also wanting to order a bottle, you could always buy together and swap the lids/bottoms between you (and split the postage charge!) to get the desired look.

Yes, our bottles are leak-proof however these are unfortunately not spill proof.

We would not recommend carrying our bottles in a bag unless there is a separate designated bottle holder. If the spout is knocked during transportation, this can open causing the contents to come out.

In order to preserve the print on the bottle please do not use wash your bottle in a dishwasher or water that is too hot. When cleaning, do not use an abrasive cloth or any cleaning products that contain bleach. It has been known that certain sun creams and moisturisers can affect the print so please avoid contact of this.

Our Original and Active bottles are made from Tritan; this is a BPA-free, polycarbonate.

Yes, our bottles come with a 1 year warranty against manufacturing faults. If you are having problems with your bottle, please get in touch with the team on enquiries@hydratem8.com and we will arrange to get this repaired or replaced.

If you’re experiencing a leaking issue with your bottle and this is within the warranty period, please email our team on enquiries@hydratem8.com with your order details and a photo or video of the issue and we will get back to you.

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