Shipping policy
This Policy applies to consumer orders placed directly with Ariva Pharma, LLC, the California limited liability company that owns and operates the HYLOR brand ("HYLOR," "we," "us," or "our"), through drinkhylor.com.
It explains shipping and delivery, our no-physical-return rule for food and beverage Products, and how we address missing, incorrect, damaged, leaking, defective, unsafe, or quality-related orders. The HYLOR Terms of Use and Sale and any offer-specific terms presented at checkout also apply.
1. At a Glance
Available delivery destinations, shipping methods, charges, and supported shipment or delivery estimates are displayed at or before checkout.
Delivery dates after shipment are estimates unless HYLOR expressly states otherwise.
Because HYLOR Products are consumable food and beverage items, we do not accept physical returns or exchanges. Do not mail any Product back to HYLOR.
The no-return rule does not make every sale final. It does not limit the First Pour Promise, an appropriate remedy for an order problem, or any right that cannot legally be waived.
HYLOR reviews missing, incorrect, damaged, leaking, defective, unsafe, and quality-related concerns individually.
Depending on the circumstances, an appropriate resolution may include reshipping the same Product, offering another available flavor only with your agreement, issuing a refund, or providing another remedy required by law.
2. Delivery Destinations, Methods, and Charges
The delivery destinations available for a direct HYLOR order are those shown at checkout. The Site does not promise delivery to every location.
Before you submit an order, we will display or conspicuously link the available shipping or delivery methods, the applicable charge, and the supported shipment or delivery estimate. Taxes, discounts, and the order total will also be disclosed as required by law.
An automated order confirmation acknowledges that we received your order. It does not by itself mean that HYLOR accepted the order. Order acceptance is governed by the HYLOR Terms of Use and Sale.
3. Shipment Estimates and Delays
HYLOR will have a reasonable basis for any shipment timing stated in an offer or at checkout. We will ship within the stated time or, if no time is stated, within the period required by applicable law.
If we learn that we cannot ship within the applicable time, we will provide any legally required delay notice and a cost-free way to consent to the delay or cancel the affected order for a full and prompt refund. We may instead cancel the affected order and provide the required refund.
Any revised shipment estimate will be based on information reasonably available at that time. We will not substitute another flavor or materially different Product for the Product ordered unless you first agree.
Weather, carrier disruptions, labor interruptions, address problems, and other events outside HYLOR's reasonable control may affect delivery after shipment. These circumstances do not eliminate a cancellation, refund, or other remedy provided by law.
4. Address Accuracy and Order Changes
You are responsible for entering a complete, accurate, and deliverable address and reviewing your order before submitting it.
Contact us promptly at hello@drinkhylor.com or 949-272-8214 if you need to correct an address, change an order, or request cancellation. We cannot promise that a change or cancellation will be possible after fulfillment begins.
An issue resulting from an incomplete or inaccurate address will be reviewed based on the circumstances. Nothing in this section limits a right provided by applicable law.
5. Delivery, Title, and Risk of Loss
For a direct HYLOR order, title and risk of loss pass to you when the order is delivered to the shipping address, designated recipient, or pickup location you selected, except where applicable law requires a different result.
A carrier's delivery record may be considered when we investigate a claim, but it is not conclusive proof that an order was correctly or undamagedly delivered. A delivery scan does not eliminate an available remedy for proven loss, misdelivery, damage, or nonconformity.
6. No Physical Returns or Exchanges
Because HYLOR Products are consumable food and beverage items, we do not accept physical returns or exchanges, including unopened Products.
Do not mail or otherwise send a Product to HYLOR. Our business mailing address is not a returns facility.
We will not require you to mail a consumable Product back as a condition of reviewing an order problem or a First Pour Promise request. We may ask you to keep the Product or packaging temporarily, if it is safe to do so, and provide photographs, a lot code, a best-by date, or other information reasonably needed to review the concern.
This no-physical-return rule does not:
eliminate an available refund, replacement, reshipment, or other remedy;
limit the separate First Pour Promise;
excuse HYLOR from delivering the Product accepted in your order;
limit a right involving a defective, damaged, unsafe, misdelivered, or nonconforming Product; or
waive any consumer right that cannot legally be waived.
7. Missing, Incorrect, Damaged, or Defective Orders
Contact HYLOR promptly if a direct order:
does not arrive;
is delivered to the wrong location;
is missing an item;
contains the wrong Product or flavor;
arrives leaking, open, or materially damaged;
appears defective or materially different from the Product ordered; or
presents a suspected safety or quality concern.
You may contact us at hello@drinkhylor.com or 949-272-8214.
To help us review the concern, we may reasonably request:
your name and email address;
the order number and delivery information;
the affected Product and flavor;
a description of the issue;
photographs of the Product, shipping container, or delivery location;
the lot code or best-by date; and
other information reasonably needed to verify the order or investigate the concern.
Please do not send account passwords, complete payment-card information, government identification, medical records, diagnoses, medication information, or other unnecessary sensitive information. Information submitted with a request will be handled under the HYLOR Privacy Policy.
Contacting us promptly helps us preserve delivery and carrier records, but no procedural request period in this Policy eliminates a nonwaivable right concerning a latent defect, safety concern, warranty, misdelivery, or unlawful practice.
8. How HYLOR Resolves Order Problems
HYLOR reviews each request individually based on the order and delivery records, the nature of the issue, reasonably requested information, Product availability, and applicable law.
Depending on the circumstances, an appropriate resolution may include:
reshipping the same Product at HYLOR's cost;
offering another available HYLOR flavor or Product of comparable value, only with your agreement and at no additional charge;
refunding the appropriate amount to your original payment method;
using another no-fee refund method that you accept if the original transaction cannot be accessed; or
providing another remedy required by law.
HYLOR will not automatically substitute a different flavor. If we offer another flavor, we will obtain your agreement before sending it.
If HYLOR confirms that a direct order was missing, incorrect, damaged, leaking, defective, or otherwise nonconforming, and a suitable replacement is unavailable, we will provide an appropriate refund or another remedy required by law.
A courtesy resolution offered for a particular situation does not reduce your legal rights or change the separate terms of the First Pour Promise.
9. Refunds for Shipping or Fulfillment Problems
When a refund is the appropriate resolution for a missing, incorrect, damaged, leaking, defective, or otherwise nonconforming direct order, the refund will include the amount paid for the affected Product, applicable sales tax, and any outbound shipping or delivery amount properly attributable to that Product, to the extent required by law.
If HYLOR cancels an entire unshipped order because it cannot be fulfilled or timely shipped, we will refund the full amount paid for that order as required by law.
We will initiate an approved refund within the time required by applicable law. A bank, card issuer, payment processor, or marketplace may require additional time to post or complete the refund.
A consumer may not obtain duplicate refunds, replacements, chargebacks, or other recoveries for the same loss. Nothing in this Policy restricts a lawful, good-faith chargeback or billing-error right.
10. Product Safety and Quality Concerns
Do not taste or consume a Product if its container is leaking, punctured, swollen or bulging, badly damaged at a seam, open, visibly contaminated, or apparently tampered with.
If a Product appears unsafe:
stop using it;
do not open, taste, consume, transport, or mail it;
keep the Product and packaging only if it is safe to do so; and
contact HYLOR promptly for instructions.
If urgent medical attention is needed, call 911 or seek appropriate medical care first.
Reports of possible illness, injury, allergic reaction, contamination, tampering, undeclared allergens, or recall are handled separately from ordinary satisfaction requests. They are not limited by the First Pour Promise's 45-day period, household limit, or pack-size limit. Reporting a safety concern does not waive any legal right.
11. The First Pour Promise
When the First Pour Promise is advertised with an eligible purchase, its separate terms govern a taste or general-satisfaction request. See the HYLOR First Pour Promise for the complete terms.
The First Pour Promise is separate from this Policy's process for non-delivery, misdelivery, an incorrect item, transit damage, leaking, a suspected defect, or a safety or quality concern.
Under the First Pour Promise, an eligible consumer may choose the refund or available replacement described in that guarantee. No physical Product return is required or accepted. The Promise's eligibility rules, 45-day request period, proof requirements, household and package limits, refund amount, replacement terms, and ordinary-shipping exclusion continue to apply according to the version presented with the purchase.
12. Purchases from Third-Party Sellers
An order placed through an authorized marketplace, retailer, delivery platform, or other third-party seller is also subject to that seller's shipping, delivery, and transaction policies. The seller identified on the receipt ordinarily administers transaction and delivery remedies.
For a third-party purchase, begin with the seller's working customer-service or refund process. If the First Pour Promise was presented with the purchase and the seller's process is unavailable or does not provide the remedy described in that Promise, contact HYLOR.
Contact HYLOR directly about suspected tampering, contamination, undeclared allergens, counterfeiting, or another material safety or quality concern, regardless of where the Product was purchased.
Proof of purchase and seller identity may be required. A consumer may not receive duplicate remedies from both the seller and HYLOR for the same loss. Nothing in a third-party policy limits a right against HYLOR that cannot legally be waived.
13. Changes to This Policy
HYLOR may update this Policy prospectively.
The version presented at or before checkout and in effect when HYLOR accepts an order will govern that order, unless a later version gives the customer a more favorable remedy or applicable law requires otherwise. We will not apply a later change retroactively to reduce a remedy that applied to an accepted order.
The Effective Date and Version above identify the current Policy.
14. Your Legal Rights
This Policy is in addition to, and does not replace or limit, any nonwaivable warranty, refund, product-liability, food-safety, or consumer-protection right available under federal, state, or local law.
The no-physical-return rule addresses whether consumable Products must be sent back to HYLOR. It is not a blanket "all sales final" provision and does not excuse HYLOR from providing a remedy required by law.
15. Contact HYLOR
Ariva Pharma, LLC
Owner and operator of the HYLOR brand
Attn: Customer Care
620 Newport Center Drive, Suite 1100
Newport Beach, California 92660
Email: hello@drinkhylor.com
Telephone: 949-272-8214
Website: https://drinkhylor.com
This address is not a returns facility. Do not mail Products to it.