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Order

Q? How do I cancel my order?

A.

If you have not paid your order, you may log into your account and simply click cancel button to cancel it directly; but if you have successfully ordered, you may need to email us at forum@mars-hydro.com to cancel it.

Q? How do I know my order status?

A.

There are three status of an order, which is processing, pending payment and canceled(complete). You may log into your account to check your order status.

Returns

Q? How do I return the unopened lights?

A.

If the item is unopened or the light is still on the way, you may contact us firstly to have a full refund but we will not refund the original shipping cost, please kindly note that any freight collect is not accepted and customers should be responsible for the return shipping cost. Please remember to refuse to sign for the package once the product arrives at your door.

Q? If the item is opened and unused, can I return it to you?

A.

If the light is opened but you did not use it, please re-pack well, and take pictures to show us that everything is in the same original condition as the one we shipped to you, and that there is no damage. You may return the light to our warehouse or our factory in China upon our confirmation. But you need to pay the shipping cost. We will then refund you the light cost when we get the returned light.

Q? What if my light was damaged when I received it?

A.

If you ever receive a damaged product, please do not open the box. Firstly, please make a dispute to the shipping company and tell them that light package was damaged during the shipping, then please take pictures of the package and email us at forum@mars-hydro.com. We will then further instruct you on how to proceed. If you have already opened the box, please do not use the light, contact us first. Thank you.

Payment

Q? What payment method does Mars Hydro accept?

A.

For now, the available payment methods on our website are PayPal, credit card and West Union. We also accept bank transfer for large orders.

Q? Can I ship to a different shipping address with PayPal payment method?

A.

For security reason, PayPal only allows us to ship to PayPal confirmed address. Therefore, we can only ship to PayPal confirmed address. If you want to ship to a different address, you may login to your PayPal account to add the new shipping address then check out, or you may simply check out with West Union or credit card.

Q? What should I do if I cannot check out successfully?

A.

You may feel free to contact us so that we may happily assist you in resolving your payment issues as soon as possible.

Shipping

Q? How long until I receive my package after I have paid for my order?

A.

Usually, processing & shipping of your order from our warehouse is 1-3 business days. Delivery usually takes around 2~10 days from the time your package leaves our warehouse, depending on your location.

Q? What shipping methods do you use?

A.

AU Post or Direct Freight for shipments within Australia, UPS and Fedex for shipments within United States, Yodel for the United Kingdom, etc. As to international shipping from China, the lights will be shipped via Fedex, UPS, DHL, EMS, etc. If you would like to specify a shipping method or carrier, please contact us via email at info@mars-hydro.com, and we will do our best to arrange it for you. However, please be advised that you may incur additional charges depending on your request.

Q? Can you offer a discount on shipping charges?

A.

A: Warehouse shipping: We are unable to offer any discount on shipping at this time as we are bound by charges presented to us by the shipping companies.

B: International Express shipping: If your order is more than 21kg,you may qualify for a discount on shipping charges. Email us for details

Q? How do I track my package?

A.

Once your order leaves our warehouse, we will send you an email with tracking information. You may track your package on the shipping carrier’s official website.

Q? Does the shipping cost include the duty/import fees?

A.

Please kindly note that the shipping cost does not include any duty or importation fees. The shipping carrier will pay the duty for you in advance and you will in turn pay the carrier when the package is delivered to you.

Q? Do you ship to PO Box?

A.

Unfortunately, we do not ship to PO Box due to security reasons. Please kindly leave a physical shipping address for your order, otherwise, it cannot be processed (we can ship to PO box if shipment is from China).

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