Open Letter from HydroHut to the public
In the last several months, HydroHut has been made aware of and pursued a problem with some of its Huts causing a peculiar plant yellowing leading to plant whitening in certain, sensitive plants. While the issue did not arise in all plants, or all Huts, the existence of a problem was not conducive to our product's mission.
After several months of extensive testing, false positives and much interaction with the public regarding this matter, we have found an EPA approved compound that isn't stable in our plastic and that causes extreme stress to certain sensitive plants. In the future, this compound will be removed during manufacture.
Our focus has been directed at how to remove this compound from the plastic and to do so in a way that we could retroactively repair any HydroHut already in the field. As of February 2008, HydroHut will be repairing any affected HydroHuts at its facility. The exact process by which we repair the HydroHuts is extensive and proprietary and it will be carried out by a trained staff at our locations.
We fully understand that this situation with our product has adversely affected many clients. For this reason, we are standing behind our product and are offering anyone who has been affected a way to have his/her HydroHut repaired free of charge.
Any client, be they end user or store, can arrange to have his HydroHut shipped back to our Los Angeles facility for processing, free of charge. The HydroHut will then be shipped back to the client free of charge.
All inquiries for HydroHut processing should be directed to
[email protected] with no exceptions.
Please provide the following details in the email:
1) Size/model of affected HydroHut
2) Number of affected HydroHuts (only the HydroHut brand will be accepted for processing)
3) Address where the HydroHut can be picked up by UPS call tag (make sure someone is there to meet the UPS driver) Do not use a PO box as UPS will not pick up from a PO box
4) A name to whom/which we can address the package going back to you, the client. (We will make a good faith attempt at getting your product back to you. If nobody is at the address to accept the package three times, the package will be sent back to Los Angeles. Any further attempts to get the package to the client will be paid for by client.)
5) Please remove your HydroHut canvas or skin and box it up. Do not pack up your poles or hardware. Do not remove your frame. Do not attempt to ship us your frame or other items. We will only be call tagging the canvas in a box. You must provide that box and properly seal that box. We will send you a call tag for a specific weight based on the email you send to us with your HydroHut details. Again, we will only be taking back your canvas for processing; no other parts or hardware will be accepted. Leave your frame set up and intact.
6) We will make every effort to process and reship your HydroHut canvas within two weeks. This is not a guarantee but it is our goal. Please note that ground shipments across the USA can take up to 8 days! Even if we process your HydroHut in only one day, there could still be 16 days of ground shipping, 8 days coming to us and 8 days going back. Be patient. Most clients will not have to wait two weeks. Every attempt will be made to expedite each HydroHut.
7) If a store has new HydroHut, still in its original box, the canvas can be re-boxed in a separate box, and the canvas will be returned to the store new and folded, ready to put back into the original box. Please keep your original box at your store including all poles, hardware, and instructions. Do not send us the entire unit.
While this entire exercise may be time consuming, HydroHut is doing all that it can to rectify this problem as quickly as possible. We apologize to everyone for the difficulties incurred with our product, end-users and stores. Without a loyal standing of clients we would be nothing. It is our goal make this situation as right as we can. Thank you to everyone who has stuck with us through this difficult period.
