FAQ – Adventure Inc

Frequently Asked Questions

Everything you need to know before, during and after your Adventure Inc order.

Orders & Delivery

How long will my order take to arrive?

Orders can take up to 5 days to be delivered to main centres and up to 7 days to outlying areas.

How can I track my order?

Tracking details will be sent to you once your order has been dispatched.

Where can my order be delivered?

The courier will deliver to a physical address during business hours.

Do you offer free shipping?

Yes. Free shipping is available on orders over R1,500.

What happens if my order arrives damaged?

Please contact us within 72 hours of receiving your order if your product arrives damaged or is missing any parts or accessories.

Where applicable, we’ll arrange for the damaged product to be exchanged for a replacement at no additional delivery cost.

If a replacement is unavailable, we’ll arrange an appropriate store credit or refund.

Returns & Exchanges

Can I return an unwanted product?

Yes. You can return an unwanted product provided that:

It is undamaged and unused, with its original labels and stickers still attached.
It is not missing any accessories or parts.
You inform Adventure Inc of the return within 7 days after receiving the product.
You have a copy of your invoice as proof of purchase.

After 7 days, a product can only be returned if it is defective.

What happens if I change my mind about a purchase?

Adventure Inc will provide a credit in the form of a voucher, subject to the return conditions.

Change-of-mind returns do not apply to:

Products personalised or made to your specifications.
Products specially ordered for you that Adventure Inc does not normally stock.

The product must be unused and undamaged, and you must inform Adventure Inc of the return within 7 days of receiving it.

You will be responsible for sending the item back at your own cost. Once the product has been inspected and confirmed to be unused and undamaged, you will receive a voucher that can be used towards other products.

Can I exchange a product for another size or colour?

Yes. Products can be exchanged for a different size or colour, provided the required item is available.

If it is not available, Adventure Inc will provide a voucher for the full purchase price.

The returned product will be inspected to ensure it has not been used or damaged. Return charges are for your account.

What do I need to include when returning a product?

When returning a product:

Package it safely and securely for transport.
Include all labels, accessories and parts originally supplied with the product.
Include a copy of your invoice.

Failure to meet these requirements could result in the return being declined.

Damaged & Defective Products

What should I do if my order arrives damaged or is missing parts?

If a product is damaged or missing parts or accessories at the time of delivery or collection, notify Adventure Inc within 72 hours.

Adventure Inc will arrange for a replacement product to be sent and exchanged for the damaged product free of charge.

If a replacement product is unavailable, Adventure Inc can provide a voucher or refund.

What happens if my product is defective?

If a product is defective, it will be sent to the supplier for assessment.

The supplier will determine whether the issue is the result of a manufacturing fault or misuse.

What is not regarded as a product defect?

The following are not regarded as defects:

Normal wear and tear.
Damage resulting from negligence, user abuse or incorrect use.
Damage resulting from improper storage.
Damage resulting from failure to adequately care for the product.
Damage resulting from unauthorised alterations to the product.

What happens if a product is approved as defective under the standard warranty?

If the product is inspected and authorised by the manufacturer, you can choose to have the product replaced or credited.

Repairs

How do I submit a product for repair?

To request a repair for an Adventure Inc product, complete the Warranty & Repairs Claim form.

You will be responsible for the courier cost of sending the item to Adventure Inc. Adventure Inc will cover the cost of sending the item back to you.

Once the product has been inspected, Adventure Inc will notify you by email whether it can be functionally repaired.

How long can a repair take?

Repairs can take up to 14 working days from the day Adventure Inc receives the item.

How do I submit a refund, warranty or repair request?

To return a product for a refund, warranty or repair claim, complete the relevant Refund Request Form or Warranty & Repairs Form.

Hydro Flask Warranty

Are Hydro Flask products covered by a warranty?

Yes.

Hydro Flask Hydration, Tumbler, Coffee, Beer, Wine, Spirits, Food and Hard Goods Accessories products carry a limited lifetime warranty against manufacturing defects for the life of the product.

Hydro Flask bags, coolers, totes, slings, lunch boxes and lunch bags carry a 5-year limited warranty against manufacturing defects.

Warranty claims are subject to the Hydro Flask Promise terms and conditions.

What should I do if my Hydro Flask cap is broken or leaking?

Do not send the flask back immediately.

Email service@adventureinc.co.za with your warranty request details. You may be required to send a photograph of the cap to validate the claim.

What should I do if my Hydro Flask has lost its insulation?

Hydro Flask provides an insulation test that can be performed using boiling water.

Fill the stationary flask to the neck with boiling water, taking care to avoid burns and leaving the cap off. After approximately 5 minutes, feel the outside of the flask below the neck.

If you feel any hot spots, the insulation may have been compromised and the flask may be eligible for replacement.

What happens if my Hydro Flask warranty claim is approved?

If the claim is approved, Adventure Inc will replace the product with the same size and colour where available.

If that size and colour are no longer available, it will be replaced with a product of a similar size and colour that is not of a lower recommended retail value.

You will be required to courier the product back to Adventure Inc at your own cost for review before a warranty replacement is shipped.