Frequently Asked Questions
Top 3 FAQ:
Where we ship
We are shipping to the USA first, and then we will be shipping worldwide depending on how many backers will pre-order from each country. We will keep open, honest communication about when we begin shipping your Hydrow, and we plan to refund your pledge if your country is not soon enough for you. VAT and GST not included.
When we start shipping
We plan to ship Hydrow starting in May 2019. There will be lots of variation in when you actually receive your Hydrow based on your location. We will keep in close communication to provide a detailed account of your shipping progress.
Warranty & Satisfaction Guarantee
We are sure you’re going to love your Hydrow. We are so sure, we’ll offer you a full refund for up to 14 days after date of delivery. If you are not satisfied, we will accept a return but will require you to pay the return shipping. Upon return, the Hydrow must be in virtually new condition.
Hydrow comes with a limited parts and labor warranty when sold through our website. Labor is covered for one year. The screen, other electronics, and wear items are covered for two years. The frame and other mechanical parts are covered for five years.
- What do I get with my pre-order?
- Hydrow will start shipping in May 2019. If you pre-order now, you’ll get a rowing machine and a free year’s subscription. Afterwards, the subscription will cost about $38/month.
- What are the classes like?
- Hydrow offers hundreds of live and on-demand on-water rowing workouts, supplemented with yoga and functional strength training. New workouts are filmed every day. Hydrow’s super quiet machine means that you’ll actually hear the river and the trainers.
- What’s unique about Hydrow’s technology?
- Computer-controlled resistance adjustable 100 times per second to create different resistance that match traditional rowing machines, on-water boats, and even a weight stack.
- Will there be updates in the future?
- New workouts are filmed every day. Hydrow will be updated regularly with software updates filled with new features and upgrades.
- How does it integrate with other connected devices?
- Connects to WiFi to download content and updates. Connects to Bluetooth for headphones and heart rate monitors. Also supports ANT+ for heart rate monitors.
- Is it sweatproof?
- It is water- and sweat-resistant.
- How do I set it up?
- Remove from package, attach console and front feet, connect to WiFi to download software update, and then row. There’s a power switch on the machine’s bottom for overall power. In most cases, you can simply touch the screen or pull on the handle to wake up the machine.
- What is the care and cleaning of it?
- Use a damp cloth and a diluted cleaning solution to wipe off any sweat.
- What are the recommended ages?
- Recommended for ages 14 and up. Possible for 10 and up, with adult supervision.
- What certifications do you have?
- We will have UL and FCC certification to start, and others as we expand worldwide.
- How durable is it?
- It’s designed to endure heavy use in your home or at the gym.
- Where does it ship?
- Starting May 2019 in the US, and then we will expand worldwide as we obtain certifications and secure music licensing.
- If I’m outside the US, will I have to pay VAT / GST?
- What are the risks & challenges of pre-ordering Hydrow today?
- While we have a solid design and a concrete plan to build and test our machine, there are always risks associated with solving problems that may come up during testing. There’s small risk of timeline delays, but there is no risk in being able to deliver Hydrow to you.
- Is there a warranty?
- Hydrow comes with a limited parts and labor warranty when sold through our website. Labor is covered for one year. The screen, other electronics, and wear items are covered for two years. The frame and other mechanical parts are covered for five years.
- What is your refund policy?
- Full refund for up to 14 days after date of delivery. If you are not satisfied, we will accept a return but will require you to pay the return shipping. Upon return, the Hydrow must be in virtually new condition.
- Why do I have to wait so long? I want it now!
- This is not just pre-orders: You’re helping to build the community, and we need to confirm how many to make for this batch. This is the first of its kind, and you’ll be glad you waited. We will send you updates while we work to produce the first batch.
- What is the footprint / What are the dimensions of Hydrow?
- The footprint of the Hydrow is 86″ long by 24″ wide, so it can squeeze into a pretty tight spot (height is just less than 4 feet including the screen). It can be stored upright with an upright storage kit available for purchase. The upright footprint is 24”x 33”.
- What happens after the first year subscription?
- You’ll have the option to opt into a $38/month subscription to continue getting unlimited classes. Without it, Hydrow will have basic functionality without the app subscription. You’ll be able to access the custom resistance settings, in-workout stats and a few basic workouts.