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FAQs

Product Information

Hydro Flask powder-coated products and bottles are safe to run through the dishwasher, making cleanup a breeze. However, when it comes to Hydro Flask Coffee Mugs and the Hydro Flask Trail Series, it’s best to skip the dishwasher—they prefer a little extra TLC, where hand washing is required. 

Please be sure to note the wash instructions on each product once purchased before cleaning to ensure the proper care process is followed. Any questions regarding the care of any of our Hydro Flask products please be sure to reach out to our team at [email protected].

Leaking Flex Sip Lid on your coffee cup?

We recommend watching our Lid Assembly and Disassembly video to ensure you are putting all the pieces together properly.

Leaking Wide Mouth Flex Straw Lid?

- Check that the o-ring seal and red seal is firmly in place
- Check that the straw free from any holes
- After sipping from the straw, allow the water to drain before snapping the mouth piece back into place.
- Cut the straw on a 45 degree angle - if it is cut straight across it can create a vacuum.

If you are still having trouble with leaking, please submit a claim here.



Rattling flasks: The rattle you hear is a small metal disc that sits between the double wall of your flask and aids in the vacuum insulation process. Sometimes the disc becomes dislodged, creating a small noise or rattle. This will not affect the insulation or structural integrity of your flask. However, if it is an annoyance, we can look to process your claim further. 

We kindly ask that you send a photo of the front, back and underside of your flask - this is to assess any damage that may have occurred, causing the disc to dislodge. If the disc has dislodged due to impact, we likely will not be able to replace your flask. However, we will assess this on receival of the additional photos - Please submit your warranty claim here!



Having trouble with rust or other marks on your bottle?

Stainless Steel is not rust proof, but it is rust resistant. If you see rust it can be removed by using a mixture of baking soda and vinegar on the rust spot, let it sit for 5-10 minutes, then scrub with a soft sponge or bottle brush. If you can't remove the rust once you have tried the above, we encourage you to reach back out and submit a claim for further review via our website.

Unfortunately, we do not sell replacement seals. You can view all of our available accessories, including lids, here.

Unfortunately, no. The mouthpiece of the Wide Mouth Flex Straw lid isn’t meant to be detached from the rest of the lid. Trying to do so might damage it and could cause some gnarly leaks. If your straw lid gets damaged from detaching the mouthpiece, it won’t be covered under warranty.

Any damage or defect caused by cleaning, disassembly, alterations, or modifications unfortunately will void any warranty claims.

Over a decade ago, Hydro Flask decided to break up with the old-school vacuum sealing method—the one that used lead like it was going out of style. Instead, they embraced a new, lead-free approach. A more complex process, but oh-so-worth-it! Why, because it was important to Hydro Flask to be Lead Free. 

So, what’s the secret sauce behind their vacuum insulation magic? Well, they call it “TempShield.” It’s like the superhero cape that keeps your drinks hot or cold for hours. Here’s how it works:

Double Walls: Hydro Flask bottles have two stainless steel walls. Between them lies an airless void—the vacuum space. No air means no heat transfer.

Heat Blockade: Imagine your Hydro Flask as a fortress against temperature changes. The vacuum stops heat from playing tag with your beverage. No conduction, no convection—just a chill zone inside. 

Radiation Shield: Even invisible heat rays (like the ones from that sneaky sun) can’t penetrate the fortress walls. The metal lining between the outer case and the inner chamber says, “Not today, radiation!” 

And voilà! Your drink stays frosty or piping hot, depending on your mood. No lead required—just science doing its thing. 

Order Tracking

Order Processing: 

Delivering your order to you in a fast and efficient manner is one of our key priorities. Please allow 3-5 business days for order processing. Please note orders are processed Monday to Friday, during standard business hours. If you have ordered an item(s) that is out-of-stock or sold-out, we will advise you as soon as possible to amend your order. 

Delivery:

We ship with Aramex. Please allow for the below approximate delivery time frames across New Zealand. Rural and some residential areas may require additional day(s) for delivery. Additional delays may also occur if further payment or address information is required.

Auckland – 2-3 Business Days
North Island – 2-4 Business Days
South Island – 3-5 Business Days
Rural (ALL NZ) – 3 Additional Business Days - Orders are transferred to local NZ Post Depots for delivery

Please supply a physical delivery address where someone will be present to receive the delivery. Aramex standard service is Authority to Leave. The parcel is to be left in a safe place upon delivery if available. If unable to leave in a safe place, the parcel will be directed to the nearest Parcel Connect agent or back to the local depot. The receiver will be notified where to collect their item by calling card. Deliveries are made Monday to Friday.

Delivery Charges:

  • Orders of $99.00 and over, we provide FREE standard* delivery to any address within New Zealand.
  • Orders under $99.00, a $4.00 charge is applied for standard* delivery to any address within New Zealand. 

*Standard delivery covers regions within the North Island & South Island only. Excluding outer NZ Islands + Pacific Islands. Additional courier costs to get to excluded regions will need to be paid by the customer. 

We strongly advise all customers to check goods received thoroughly upon delivery before the disposing of packaging, removing any attached tags and/or using the product. If the package looks tampered with upon delivery, please take images and contact us immediately to ensure we can promptly provide a resolution. 

For further information contact us at: [email protected]

Unfortunately, Hydro Flask doesn’t currently offer international shipping. I know how frustrating it can be when you find a product you love, only to discover that it’s not available for delivery to your location.

If you’re still interested in getting your hands on a Hydro Flask, there are a few alternative options you might consider:

Local Retailers or Online Marketplaces: Check if there are any local retailers or online marketplaces in your area that carry Hydro Flask products. Sometimes, smaller specialty stores or e-commerce platforms might have them available even if the official Hydro Flask website doesn’t ship internationally.

Package Forwarding Services: You could explore package forwarding services. These services provide you with a local address in a country where Hydro Flask ships (such as the United States), and then forward your package to your international address. Keep in mind that this option may incur additional fees for shipping and handling.

Friends or Family: Do you have any friends or family members living in a country where Hydro Flask ships? If so, you could ask them for a favor and have them purchase the product for you, then ship it to your location.

Travel Opportunity: If you’re planning a trip to a country where Hydro Flask products are available, consider purchasing one during your travels. It could be a nice souvenir from your trip!

Remember, staying hydrated is essential, no matter where you are in the world. So whether it’s a Hydro Flask or another high-quality water bottle, make sure you’re taking care of yourself!

Order Processing:

Delivering your order to you quickly is our top priority! Please allow 3-5 business days for us to process your order. Orders are processed Monday to Friday, during standard business hours. If something you ordered is out-of-stock or sold-out, we’ll let you know ASAP so we can get it sorted.

Delivery:

We team up with Aramex to get your order to you. Here are the approximate delivery times across New Zealand:

  • Auckland: 2-3 Business Days
  • North Island: 2-4 Business Days
  • South Island: 3-5 Business Days
  • Rural (ALL NZ): Add 3 extra Business Days (Orders are transferred to local NZ Post Depots for delivery)

Please provide a physical address where someone will be around to receive the delivery. Aramex’s standard service is Authority to Leave, so they’ll leave the parcel in a safe spot if possible. If not, it’ll be sent to the nearest Parcel Connect agent or back to the local depot, and you’ll get a call card with pickup details. Deliveries happen Monday to Friday.

Delivery Charges:

  • Orders $99.00 and over: FREE standard* delivery anywhere in New Zealand!
  • Orders under $99.00: A $4.00 charge for standard* delivery.

*Standard delivery covers regions within the North Island & South Island only. Excludes outer NZ Islands + Pacific Islands.

We recommend checking your order thoroughly upon delivery before tossing the packaging, removing tags, or using the product. If an item arrives daamged, snap some pics and contact us immediately so we can sort it out for you pronto!

Got more questions? Reach out at [email protected].

Yes! Orders can be shipped to a different address other than the billing address. During the order process, you will be asked for a billing address, as well as a delivery address. 

Unfortunately, we do not accept any returns or exchanges. 

I understand that returning items can sometimes be tricky, but let me clarify our policy for you. Generally, we do not accept returns unless there are specific circumstances. Here are the two exceptions:

  1. Hydro Flask Let’s Go! Promise: Product Warranty: If your Hydro Flask qualifies under our warranty program, you’re in luck! Please refer to the Warranty tab on our website for detailed information about eligibility and how to proceed.

  2. Shipping Damage: If your flask was damaged during delivery by the courier, we’re here to help. However, please note that if you’ve already used your flask, we won’t be able to replace it due to shipping damage. To initiate a claim, make sure to reach out within a week of receiving your order, and provide us with photos of the damage at [email protected]

At Hydro Flask New Zealand, we don’t do returns or exchanges, but we’ve got your back if your Hydro Flask is faulty or got a bit banged up during delivery.

Check out our Hydro Flask Let's Go! Promise: Product Warranty for all the details on our Product Warranty. You can start a warranty claim right from there too!

Got more questions or need a hand? Just shoot us an email at [email protected]. We’re here to help!

Warranty Information

Hydro Flask Let's Go! Promise: Product Warranty

Hydro Flask gear is created to last a lifetime of adventures. Our Let's Go Promise guarantees our products.

HYDRO FLASK LET'S GO! PROMISE: LIFETIME WARRANTY

Hydro Flask Hydration, Tumbler, Coffee, Beer, Wine & Spirits, Food, Large Capacity Hard Goods, and Hard Good Accessory Products carry a limited lifetime warranty against manufacturer’s defects for the life of the product. Hydro Flask will replace any product found to be defective within the scope of normal and appropriate use - proof of purchase is required. Replacement parts will be utilised to address defects when available.

HYDRO FLASK LET'S GO! PROMISE: 5-YEAR WARRANTY

Hydro Flask Unbound Series Soft Cooler Pack, Unbound Series Cooler Tote, Day Escape Cooler Tote, Day Escape Cooler Pack, Tag Along Bottle Slings, Packable Bottle Slings, Lunch Totes, Insulated Totes, and Lunch Boxes carry a 5-year limited warranty against manufacturer's defects. Hydro Flask will replace any eligible product found to be defective within the scope of normal and appropriate use. Replacement parts will be utilised to address the defects when available. A receipt may be requested to verify date of purchase.

HYDRO FLASK LET'S GO! PROMISE: SATISFACTION GUARANTEE

Before submitting a warranty claim, please read the following:

  • Broken or leaking caps: If your cap breaks or you notice a leak, do not send your flask to us. Instead, simply fill out the warranty form below describing where the leak is coming from as well as a photo(s) of your cap to validate the claim. You will be responsible for the shipping charge to have the flask returned if you send the flask to us. (Please note that the Wide Mouth Flip Lid, Standard Mouth Sport Cap, and previous version of the straw lid are not called out as leak proof). If your Wide Mouth Lid has a broken silicone lid seal, we may be able to send you a new one to replace it. 
  • Flasks that seem to have lost their insulating properties: You can test the insulation of your flask at home with boiling water. Pour from a kettle or pot directly into the stationary flask, filling it all the way to the neck. Exercise caution pouring boiling water into the flask to avoid burns. Do not hold the flask while filling with boiling water. Also, do not place the cap over the flask. After about 5 minutes, feel the outside of the flask (below the neck). If you feel any hot spots, the insulation has been compromised and you are eligible for a replacement.
  • Flasks that are damaged during the shipping process: Please contact us if you ordered your flask from www.hydroflask.co.nz and it has arrived damaged. If you use your flask, we cannot replace it due to shipping damage. This claim needs to be made within a week of your order being received by the courier. We will book a collection of the damaged flask and will send out a replacement flask upon receipt. Taking images of the damage as well as the packaging the flask was delivered in will be a big help. 
  • Rattling flasks: The rattle you hear is a small metal disc that sits between the double wall of your flask and aids in the vacuum insulation process. Sometimes the disc becomes dislodged, creating a small noise or rattle. This will not affect the insulation or structural integrity of your flask. However, if it is an annoyance, we will exchange it for a new flask.
  • International Warranty Claims: If you purchased your Hydro Flask® from an International retailer, please contact that retailer to make a warranty claim and avoid unnecessary shipping and handling charges and delay. Hydro Flask® New Zealand can only process claims for customers that live in New Zealand. Please get in touch with the Hydro Flask® team that are in your region. 

Warranty claims will only be approved by Hydro Flask® if the product was purchased from an authorised dealer.

Hydro Flask New Zealand will process warranty claims that have been purchased via www.hydroflask.co.nz only. If you purchased your Hydro Flask from an official retailer of Hydro Flask, please process the claim directly with store.

This warranty is limited to the lifetime of your Hydro Flask® product, as limited by or subject to applicable law.

The limited warranty provided by Hydro Flask® only covers manufacturing defects and does not include any damage or defect of any Hydro Flask® products caused by, whether directly or indirectly, any of the following:

  • (i) improper use or misuse of the product;
  • (ii) damage or defect caused by cleaning, disassembly, alterations, or modifications;
  • (iii) damage or defect caused by or resulting from wear and tear, abuse, fire, or Acts of God; or
  • (iv) colour finish

Please note your Warranty Claim Hydro Flask® will be replaced by the same size and colour Hydro Flask. If the size and colour are no longer available, it will be replaced by one of similar size and colour and will not be of lesser MSRP value. Unfortunately, replacement flasks under warranty cannot be customized. If you have a flask with a custom logo, we are not able to screen print or engrave the artwork on your return flask. Those that have purchased engraved flasks will not get an engraved flask sent to them under our warranty replacement policy.

In no event shall Hydro Flask® be liable or responsible for any damage, loss, cost, or expense, including incidental or consequential damages. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above exclusion or limitation may not apply to you. This warranty gives you specific legal rights.

If you live in New Zealand and would like to make a warranty request on your Hydro Flask® please fill out the warranty claim form below with a description of the faulty issue, what product you purchased, where you purchased your Hydro Flask® from and when you purchased your Hydro Flask®. Please attach photos/a video of the problem to add to your claim. Hydro Flask® New Zealand can only process claims for customers that live in New Zealand.

YOU WILL BE REQUIRED TO SHIP YOUR WARRANTY PRODUCT BACK TO HYDRO FLASK FOR REVIEW PRIOR TO US SHIPPING YOU A WARRANTY REPLACEMENT PRODUCT. 

RETURNS:

Here at Hydro Flask New Zealand, we do not accept returns for any reason. The only exception is if your Hydro Flask is faulty and qualifies under the Lifetime Manufacturing Warranty or is damaged during the delivery process.

If you have purchased a Hydro Flask from our official website, www.hydroflask.co.nz, we will handle warranty claims directly. However, if you acquired your Hydro Flask from an authorized retailer, we kindly request that you process the warranty claim directly with the store.

If you are unable to re-connect with the store/retailer you purchased your product from please proceed with to our warranty page and process a claim via the link at the bottom of the page. 

Thank you for reaching out. We are sorry to hear your Hydro Flask is not operating as it should. It sounds like your TempShield may be compromised. Please see below for our insultation test. If you could follow these directions to confirm this. 

Insulation Test:

You can test the insulation of your flask at home with boiling water. Pour from a kettle or pot directly into the stationary flask, filling it all the way to the neck.  Please exercise caution, and do not hold the flask while filling with boiling water.  Also, do not place the cap over the flask.  After about 5 minutes, feel the outside of the flask (below the neck). If you feel any hot spots, the insulation has been compromised and you are eligible for a replacement. Please submit a warranty claim via the link for our team to further review your claim. 

Promotions and Discounts

A Hydro Flask product you had your heart set on out of stock and waiting for a restock? Or waiting for a new product to drop? You can either sign up to our Community via the link on our website. You will be the first to know about restocks, new products, and promotions :)

 When it comes to those elusive Hydro Flask styles and colors, we’re like your trusty hydration detectives. If the one you’re eyeing is currently doing a disappearing act, fear not! Just click the "Notify Me When Available" button on the product page and slide your email address into our DM's. Voilà! As soon as it’s back in stock, we’ll give your inbox a friendly nudge to let you know. Please reach out to our team if you need any further assistance or recommendation on another product. 

Thank you for reaching out to the Hydro Flask! If you go to our website, you should see a pop up on our homepage. When you subscribe, you will receive an email containing a discount code which will give you 15% off your first order (please note it excludes last call items and cannot be used in combination with other offers/promotions). If you don't see the pop up, scroll to the bottom of the homepage to where it says "Stay in Touch!". 

Check your spam mail if you do not receive it straight away. Please, then manually apply the discount code at checkout. 

A Hydro Flask product you had your heart set on out of stock? When it comes to those elusive Hydro Flask styles and colors, we’re like your trusty hydration detectives. If the one you’re eyeing is currently doing a disappearing act, fear not! Just click the "Notify Me When Available" button on the product page and slide your email address into our DM's. Voilà! As soon as it’s back in stock, we’ll give your inbox a friendly nudge to let you know. Please reach out to our team if you need any further assistance or recommendation on another product. 

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