Customer Service
- Privacy & Security
- Shipping Information
- Payment Information
- Warranty, Returns & Refunds
- International Customers
- Pricing Policy
- Low Price Guarantee
Privacy & Security
All orders are discretely packaged
We have issued this privacy statement to in order to convey to you, our customers, how important your privacy is to us and to assure you of one thing: WE DO NOT SHARE ANY INFORMATION WE COLLECT ABOUT YOU OR YOUR TRANSACTIONS WITH ANYONE! We do not rent, loan, sell, barter, or let organizations use our customer information in any matter.
Questions regarding this statement should be directed to BetterGrow Hydro at [email protected]
What information do we gather and what do we do with it? The only information we request from you occurs during checkout or when creating a new account, and is necessary in order to properly bill and ship your order. If we have a question about your order, we will try to contact you first using the email and second using the phone number that you provide us with. Our site uses cookies to keep track of your shopping cart. These cookies are terminated once you close your browser. If you turn cookies off in your browser, our shopping cart system may not function properly. We use IP addresses to help diagnose problems and gather demographic information only. These addresses are not linked to personally identifiable information. We use this information to tailor your experience at our site by showing content that we think you might be interested in, and displaying the content according to your preferences. Unique identifiers (like your password) are collected to verify your identity and to use as record numbers in our record system only.
Security Measures: This site utilizes SSL data encryption, and a 256-bit signed Digital Certificate from GoDaddy.com, Inc.. The Digital certificate secures communications between BetterGrow Hydro and our customers. Through electronic credentials, digital certificates help identify and encrypt electronic messages over the Internet. Digital certificates allow you to verify your identity, privileges or relationship to another party in an online transaction. When used in combination with encryption, they also allow you to encrypt information that you send to another person to provide additional assurance that only the intended party can access the data and that the data will not be compromised en route. Digital certificates facilitate these security measures, which in turn allow applications like e-mail, on-line trading, and credit card purchasing, to be executed in the most secure environment. Digital certificates help to ensure that information is received only by the intended recipient and by the person claiming to be the sender, and that none of the information was altered en route to the recipient.
Your billing and shipping information is available only to our Processing and Shipping personnel. Our customer service representatives may request this information only if you contact them with questions about your account or an order you placed. All of our computer terminals are password protected and are in a locked, secure area protected by biometric fingerprint locks and an alarm system which is administered by one of the oldest and largest security companies in the U.S. All of our servers that may contain personal data and credit card information are housed in the same area in our own secure server room with a password protected lock that only the President and General Manager have access to.
Links To Other Sites: This site contains links to other sites. BetterGrow Hydro does not control the information collection of sites that can be reached through links from bghydro.com. If you have questions about the data collection practices of linked sites, please contact those companies directly.
How can I opt-out? This site gives you the option to remove your information from our database so you do not receive future communications or receive our service. To remove your information, send an email to [email protected] and type "Opt out" as the subject.
How can I correct or update my information? This site gives you the option for changing and modifying information previously provided. To make changes to your information, login to your account and go to the Account Info page or send an email to [email protected].
How can I contact BetterGrow Hydro? If you have any questions about this privacy statement, the practices of this site, or your dealings with this Web site, you can contact BetterGrow Hydro by sending an email to [email protected]. Alternative methods of contacting BetterGrow Hydro are provided here.
Shipping Information
BGHydro.com ships from multiple warehouses and distribution centers (DC's) across the globe. Orders normally ship from the DC that is closest to the delivery address and currently has stock on hand. Orders may ship from our own warehouse or direct from the manufacturer or distributor in order to increase efficiency and reduce shipping time. Orders containing multiple items may ship together or from multiple locations.
Truck Shipments:
Some items are too large to ship via UPS, FedEx or USPS and must be shipped on a truck. Subsequently, the shipping quote provided at checkout may be inaccurate. Please contact us or wait for us to contact you after placing an order so that we may notify you of the correct shipping charges for these items. Rest assured that we will not charge your card or process your payment in any way until we provide you with the correct shipping amount and receive your approval, so your money is safe. If the item(s) you are ordering requires a truck you may want to consider increasing the size of the order. The reason we mention this is that the majority of the freight charges you pay are for the trucking company to pick the pallet(s) up from our location and deliver them to your location, so adding more items/weight to the order will have a much smaller impact to the final shipping cost than it would with standard methods of shipping. Truck shipping is also much gentler so the chances of your products arriving in excellent condition are much higher than UPS/FedEx. Lastly, please be aware that BGH cannot refund shipping charges on items that are returned, and it is the customers responsibility to pay to have the items returned back to us or the manufacturer/distributor. These charges may be substantial when using a trucking company, so we encourage customers to consider this when ordering such items.
About Truck Deliveries: Someone must be available at the time of delivery to sign for and inspect the shipment for any damage that may have occured during transit before the driver leaves. If damage has occurred you must refuse the delivery and ask the driver to indicate the damage on the Bill of Lading. Any damage that is found after the driver has left must be reported to BGH within 48 hours of delivery.
Oversized Shipments:
Some items ship in multiple boxes or boxes that are very large, and because of this our online shipping calculator may not properly estimate the correct shipping cost. In some cases, such as ordering multiple light tracks, your actual cost be be less. In other cases, such as ordering a large grow light reflector, your actual cost may be more. Please make sure that we have your current contact information so that we may notify you of the correct shipping charges for this item. If you plan to send your payment for this product via money order or wire transfer, please contact us first to verify your shipping charges before sending in your payment. This will avoid any unnecessary delays in processing your order.
Important Information Regarding Shipping & Transit Times:
Please note that all transit times are promised from the time the order has shipped, not from the time the order was placed. Fed Ex and UPS pick up and deliver packages Monday thru Friday only (Tuesday thru Saturday for Fed Ex Home Delivery); USPS picks up and delivers Monday thru Saturday only (excluding certain holidays). This means that if you place an order and select 2nd Day Air as the shipping method, it will arrive 2 business days after the package has been picked up from our warehouse. This means that if you place an order at 3:00 p.m. Pacific Standard time, we will process and pack your order immediately, but Fed Ex/UPS will probably have already picked up for the day, which means that your order will be picked up the following Monday (assuming Monday isn't a holiday), and delivered to you 2 days later (in this case, Wednesday). This is the case with every company that doesn't personally drive the package to your doorstep. So, in short, if your order doesn't arrive as quickly as you had expected, it doesn't mean that we are not doing everything possible to expedite your order. We really are! If you have any questions about how long it will take for you to receive your order, please call us at 833-244-9376. Even better, you can go to www.fedex.com or www.ups.com and click on the "transit" button or go to www.usps.com to get the answers quickly.
Most orders are shipped the same day or the next day, depending on what time we receive the order. It may take longer if we are temporarily out of stock on an item, but to minimize the wait, we may have the item drop-shipped directly from the manufacturer/ distributor. If we do have an item that you ordered shipped directly from the manufacturer/distributor, you may receive your order in two separate shipments instead of the order arriving complete. The bottom line is that we value your business and we will do everything possible to ensure that your order gets to you as quickly as possible.
If we are out of an item that you ordered, we will attempt to contact you. We will let you know when the item will be available to you and give you the option of waiting for the item to ship or having the item removed from your order.
You may choose to have your order shipped by Fed Ex, UPS or by the U.S. Postal Service (delivery restrictions apply)*. Our shopping cart is linked directly with these three services and will automatically calculate the shipping cost based on weight, distance, and the type of service that you specify during checkout. It does not take into account the fact that we may place multiple items in the same box in order to save you on the shipping cost. It also does not take into account the fact that some items are oversized and may cost extra to ship. Please be advised that rather than overcharging some customers and undercharging others, we may adjust the shipping charge when we process your order. On rare occasions, this may result in a second charge, or, in most cases, a credit to your account. Please understand that this only because there are no shopping cart systems available that can take into account the exact dimensions of the more than 2500 items we sell and how those items can be combined to fit into one or more boxes. Keep in mind that most companies end up over-charging their customers for shipping because of this.
Please understand that when you choose Next Day, 2nd Day or 3 Day shipping, this means from the day the order leaves the warehouse. Keep in mind that it takes us time to gather your order and get it ready for shipping, but we promise to do it as fast as humanly possible!
Free Shipping Offers:
Free shipping only applies to the lower 48 states and does not include Alaska, Hawaii, or anywhere outside the USA. Please check the shipping charge on the cart page and during checkout before completing the checkout process.
Our Online Store offers the following shipping services:
UPS:
Ground (U.S. Only)
Next Day Air (U.S. Only)
Next Day Air Saver (U.S. Only)
Next Day Air Early AM (U.S. Only)
2nd Day Air (U.S. Only)
2nd Day Air AM (U.S. Only)
3 Day Select (U.S. Only)
Canada Standard (Canada Only)
Worldwide Expedited (Most Non-U.S. Address: delivery time 3-5 days)
Worldwide Express Saver (Most Non-U.S. Address: delivery time 1-3 days)
US Postal Service:
Priority Mail (USA, FPO, APO & Territories)
*BGH only delivers packages via USPS if the destination address is a PO Box or FPO/APO address only. If you select this delivery method during checkout and your address does not meet this requirement, your order will be modified to ship via FedEx Ground and your cost of shipping will change. Because we believe in communicating these changes with you, your order will be delayed until you acknowledge the new shipping method and appropriate pricing. BGH has otherwise eliminated this delivery method because the US Post Office does not offer in-transit tracking, estimated delivery dates and reasonable turn around on lost or damaged packages and we are committed to providing our customers with the highest level of service.
Policies, item availability, and prices are subject to change without notice. In a continual effort to improve the products we sell, specifications, as well as product images, are subject to change. We are not responsible for any typographical errors or mistakes on this website. Manufacturers sometimes make changes to their products without notifying retailers. If this happens BGH will do our best to satisfy the customer; however, BGH cannot be held responsible for these changes as they are out of our control.
Payment Information
Please understand that we do not rent, loan, sell or in any way share any information about you or your transaction with anyone! See our Privacy Statement for more info.
PAYMENT OPTIONS : Visa, MasterCard, American Express, Discover, PayPal, Wire Transfer, Money Order and Cash.
Credit Card: Just follow the on-screen prompts to complete your order. If you saved your credit card details on a previous order, this will be the first option in the first drop-down list and you only need to enter the Security Code. If you don't have any credit card information previously saved, click "I want to pay using a new card and fill in the details. To ensure cardholder participation and reduce fraud, all orders paid with a credit card must ship to an address on file with the bank that issued your Credit Card. Generally, this is the billing address; however, BGH is happy to accommodate alternate shipping addresses for your order IF the alternate shipping address requested on your order is also notated on your account (you can do this by calling the 800 number on the back of your card)! Additionally, please be advised that BGH will not accept pre-paid credit cards or gift cards, as merchants have no chargeback recourse with these transactions, and it is considered an unsecured payment.
Online Security Measures: Orders paid via PayPal must ship to the confirmed address on your PayPal account. If your address is un-confirmed by PayPal, BGH will not accept your payment, as it is considered un-secured (PayPal does not offer merchant dispute in chargeback scenarios involving un-secured payments).
Money Order: Select Money Order from the first drop-down and complete the checkout process. Make sure your money order is made payable to Boldly Grow Hydro or BGH, Inc. and send to the address listed at the bottom of this page. If payment is not received within 30 days your order will be canceled and you will have to place a new order. Your order will ship as soon as BGH has received your payment. If we encounter any problems with your order we will try to contact you as soon as possible. We cannot ship your order until we have received payment for the correct amount, so please respond to our messages.
When paying with cash: BGH strongly recommends that you never send cash through the mail. If you do, use our Online Shopping System to prepare your order. When you are prompted for the payment method, enter "Money Order" in the "I Want To Pay Using " field. Enter "Cash" in the "Instructions for the Order " field and click "Process Order". Finally, please call us or wait for us to send you a confirmation email to ensure that the Online Shopping System has calculated the correct shipping before sending us the cash.
Wire Transfers:
Fee Schedule
- Orders less than $300.00 - $15.00
- Orders between $300.00 and $499.99 - $10.00
- Orders between $500.00 and $999.99 - $5.00
- Orders over $1000- no charge
You may place an order either through the BetterGrow Hydro Online Store, by phone, fax, email, or by regular mail.
To place an order by phone: Simply call the order desk direct at 833-244-9376.
To place an order by fax: The easiest way to do this is to use the online shopping system to prepare the order. After you complete your order you will have the opportunity to print a copy of the Sales Order (a copy of the order will also be emailed to you). Simply print the page out and fax it to 833-244-9376. You may then call the order desk at 833-244-9376 to confirm that the Online Shopping System has calculated the correct shipping before you send us the payment. You may also indicate on the fax if you would like us to contact you instead.
To place and order by email: [email protected]
To mail us your order:
BetterGrow Hydro
1271 E. Colorado Blvd.
Pasadena, CA 91106 U.S.A.
Policies, item availability, and prices are subject to change without notice. In a continual effort to improve the products we sell, specifications, as well as product images, are subject to change. We are not responsible for any typographical errors or mistakes on this website. Manufacturers sometimes make changes to their products without notifying retailers. If this happens BGH will do our best to satisfy the customer; however, BGH cannot be held responsible for these changes as they are out of our control.
Warranty, Returns & Refunds
BetterGrow Hydro offers a 30-day return policy on most items purchased through our website or retail store, with the following exceptions:
Special Order items may or may not be returnable. If they are, they will be subject to a restocking fee of between 10-30%, assuming they are in new condition and unopened. The manufacturer warranty, however, will still apply and the item will still be repaired or replaced if there is an issue during the warranty period. If an item is considered a Special Order item, it will be clearly stated in the item details. An item is considered a Special Order item if it is not normally kept in our stock, but also applies to normally stocked items that are purchased in large quantities. We encourage customers to contact us to find out the exact return policy on these items before purchasing them to avoid any potential problems that may occur.
Some items are too large to ship via UPS or USPS and must be shipped on a truck. Please be aware that BGH will not refund shipping charges on items that are returned, and it is the customers responsibility to pay to have the items returned back to us or the manufacturer. These charges may be substantial when using a trucking company, so we encourage customers to consider this when ordering such items.
Any liquid nutrient, enhancer, or other additive that has a broken seal or that may have been altered or tampered with will not be eligible for return.
Unopened Items: If the item is unopened and not damaged, you will receive a full refund, minus any shipping and handling fees (unless otherwise noted in the product description). Special-order items, as well as items that are shipped directly from the manufacturer/distributor may be subject to a restocking fee. In most cases, refunds will be given via the same method that they were originally paid for.
Non-Defective Items That Have Been Opened and/or Used: Items must be placed in their original packaging and include all packaging materials, printed materials, warranty cards, etc. and be in resalable condition. Non-defective items that have been opened and used may be subject to shipping, handling and restocking fees, depending on items condition. Items that have been used may not be eligible for return. Trimming machines that have been used are non-returnable.
Defective Items: During the 30-day return period, any defective items will be handled by BetterGrow Hydro. After the 30-day return period, refer to the manufacturer's warranty. In an effort to provide its customers with the highest degree of customer service, BGH may, at its discretion, honor the manufacturers warranty after the 30-day return period, however, you may be responsible for shipping and handling fees. If an item is returned to BGH as defective, and it is determined that there was nothing wrong with the product, than you will be responsible for any shipping and handling fees incurred. This will also be the case if anything has been done to the product to void the warranty.
Broken Bulbs/Glass: BGH does not accept returns on bulbs or other glass products in which the glass has been cracked or otherwise broken. If you feel the glass was damaged during transit, please refer to "Items That Arrive Damaged".
Items That Arrive Damaged: If you suspect that items were damaged during shipping, inform the driver or simply tell the driver that you are refusing the package because it has been damaged. Damages that occur during shipping are the responsibility of the shipping company, but we will be happy to help expedite the matter and get you replacement items ASAP. Please do not hesitate to report damaged items, as some shipping companies have strict time requirements that limit their liability.
Return Procedure: Most returns can be performed online though our website. After logging into your account, click on the Returns link in the Services box that appears in the top-right section of the screen and follow the instructions. Please note that our system will only process returns for items that are eligible for the type of return requested. For example, if you try to return an item for a refund, but the return info at the bottom of the item page states that it is only returnable for credit, then you will not be able to process your return through the website. If you prefer, you may also call Customer Service at 833-244-9376 to receive an RMA# (Return Authorization Number). Please write this number in big letters on the outside of the shipping box to avoid having it sent back to you unopened. The RMA# Issued to you will be good for up to 21 days, but the items must still be sent back to us within the 30-day return period.
Policies, item availability, and prices are subject to change without notice. In a continual effort to improve the products we sell, specifications, as well as product images, are subject to change. We are not responsible for any typographical errors or mistakes on this website. Manufacturers sometimes make changes to their products without notifying retailers. If this happens BGH will do our best to satisfy the customer; however, BGH cannot be held responsible for these changes as they are out of our control.
International Customers
BetterGrow Hydro, Inc. is located in the United States. Any customer ordering goods to be shipped to another country is considered an Importer, and as such should research these charges. Your total cost represented during checkout does not account for the fees your country may charge you for receiving goods from BGH.
Shipping charges estimated online represent carrier charges only. Additional fees (customs, duties and brokerage fees) will be due upon receipt of your shipment as assessed by your country’s governing policies. This is common for carriers such as Fed Ex, UPS, USPS, and their competitors. All shipping charges, customs, duties and taxes are the resonsibility of the customer whether or not the item is warrantable. These fees will also apply to any shipment of a replacement or repaired item sent back to you. These are not fees that BGH impose nor are they fees we can absorb due to our low pricing; please consider this when placing your order. Although BGH does everything it can to discretely ship your package(s), please note that customs can legally open any package and inspect it's contents before entering the destination country. Most carriers also require exporters to include the customers phone number, email address and a list of the contents of each package in a resealable packing slip envelope. If we do not comply with these rules, laws and regulations there is a very good chance your shipment will be refused at the border and sent back to us.
BGH is currently receiving PayPal payments from non-US customers! Like U.S. orders, BGH will only ship your order to the confirmed address listed on your PayPal account. PayPal is currently reporting confirmed addresses of customers inCanada and the UK (and possibly others)! If PayPal sends us your payment confirmation, but is unable to report your confirmed address, your payment will not be accepted, and we will contact you via email with alternate payment options. Whether or not PayPal can confirm your address for fraud prevention is based upon several variables which BGH cannot control, such as participation of your Issuing Bank (with PayPal) to confirm addresses, etc. BGH cannot distinguish this factor until your payment is received.
Pricing Policy
When you are not logged into your account, you are viewing Guest pricing. This is our everyday low web pricing, and you will be hard-pressed to find a better deal anywhere in the USA.
When you are logged into your account, you are viewing your own custom pricing (the pricing associated with your account). If, however, BGH has setup special pricing on one or more items for you, these special prices will show up while you are logged in under your account.
You will notice that on many items there are two prices. The first price is labeled MSRP and it will have a strike through it. This is normally the manufacturer’s suggested retail price. The second price is our everyday low web price, or the price associated with your account if you are currently logged in.
Why Does BGH Charge More For Some Products In The Retail Store Than What’s Published On The Website?
Actually, we do not charge more in the retail store, we charge less on the website. There are many reasons why things have turned out this way. The brick-and-mortar retail store came before the website. BetterGrow Hydro Online was started as a separate entity from the former BetterGrow Hydro retail store in an effort to introduce their huge selection of specialty growing products to growers who do not have a hydroponic store in their area. Shortly after starting the website, they realized there were many online-only stores that were offering heavy discounts on equipment. Basically, they were competing with guys who were sitting in their garage in their boxer shorts in front of their computer taking orders and having the items drop-shipped from their vendors. They are able to sell products at the prices they do because many of them pay no rent on a building, no utilities, no labor for trained, experienced sales and customer service people, etc. So, after spending large sums of money and time designing the website, BetterGrow Hydro realized they were not going to be able to sell enough products without at least matching what their competitors were charging. They could justify charging less for some items on the website because it also costs them less. Many times, when someone places an order on our website, the only cost involved is the labor needed to process and ship the order. It costs a lot more to have a retail showroom where customers can come in, spend hours of our time getting the information they need to be successful at what they are trying to do, see and touch the items before they purchase them, etc. The overhead associated with operating the retail store is many times what it costs to operate the website.
Here are some of the main reasons why some prices are lower on the website:
- Many items that are ordered on the website are drop-shipped directly from the manufacturer. This means that you, not BGH, pay the shipping costs. When you purchase something from the retail store, BGH had to pay the shipping cost to get that item from the manufacturer or vendor to our store, so it makes sense that we would have to charge a little more compensate for this.
- The overhead is substantially higher for our brick-and-mortar sales than our web sales, which means we have less margin to work with. Rent and warehousing costs, sales reps, utilities, insurance and many more factors play a role.
- BetterGrow Hydro Online and Boldly Grow Hydro the retail store are two separate entities. Since BetterGrow Hydro has much lower operating costs, they are able to charge less on some items.
- When you order off of the website you have to pay shipping (which can be expensive). You have to wait days to get your order. If you have a problem down the road with an item you purchased, you have to pay to have it shipped back to us, repaired or replaced, and then pay to have it shipped back to you (many days later). We try to take all of these factors into consideration when coming up with our online prices.
The bottom line is that we want our customers to be more than satisfied with their shopping experience at both BetterGrow Hydro and Boldly Grow Hydro. If you feel that the service you received, the product selection, or any other aspect of your shopping experience was lacking in any way, please don’t hesitate to contact us and ask to speak to a supervisor.
Low Price Guarantee
At BetterGrow Hydro, we believe in keeping our customers completely satisfied, and we want to be your single source for hydroponic supplies. So, if you find a lower advertised price on any item we carry, we will gladly do our best to match or beat it.
To Qualify: Competing company must be a legitimate business located in the U.S., and have the item in stock to qualify. Items must be identical (manufacturer, model #, etc.).
What To Do: Simply navigate to the item you wish to purchase on our website. Copy the URL to the page you are on or make note of the 4 digit SKU and send an email with this information to [email protected] with the subject "Price Match". Once submitted, the price match will be researched and verified. We strive to respond to all price matches within 24 hours.