MARS HYDRO FAQ
Payment
1.What payment method do you accept?
-We accept PayPal, credit card, debit, Western Union, Bank Transfer, Bitcoin.
2.How can I pay with my credit cards or debit cards? Not via PayPal?
-Steps to click: “check out with PayPal”- ”pay with debit or credit card”. Don’t need to create a PayPal account, then you can use your cards to pay.
3.How can I pay with Western Union/Bank transfer or Bitcoin?
-For Western Union/Bank Transfer, you can place an order on our website and not pay; then contact us at [email protected] for our account address to pay to. For Bitcoin, pls contact [email protected] directly, we’ll send you our Bitcoin address.
4.What should I do if I cannot check out successfully?
-Contact us at [email protected] or online chat, we’re always here to help.
5.Why do you have different extra "shipping costs" on the selection?
-The extra cost does not refer to the freight. It is cost differences for different countries, which contain shipping costs, storage costs, and labor costs, etc, especially for European and UK regions, we need to pay VAT as well.
Shipment
1.How many days can I get my package after placing an order?
-Shipment can be arranged within 1 business day. Usually 3-8 working days as shipping time when the item in stock.
2.How do I track my package?
-You can check your account if you register on our website. We’ll also send a tracking number email to your email when the shipment is done.
3.If my package shows delivered but I did receive it, what should I do?
-Please contact [email protected] ASAP. Our service team will offer you steps and solutions.
4.Do you ship to countries where you don’t have a warehouse?
We will ship from China factory with extra shipping cost for countries we don't have a warehouse in. There will be import tax taken by local customs, pls notice.
5.I’m in Europe, do I need to pay tax?
-Most European countries do not have to pay tax. (including Germany,Belgium,Luxembourg, Slovakia,Czech,Hungary,Austria,Netherlands,Denmark,France,Ireland,Italy,Poland,Slovenia,Spain,Finland,Latvia,Lithuania,Sweden,Bulgaria,Estonia,Portugal,Romania,Greece,Cyprus,Croatia,Malta) Others will need to pay tax and extra shipping cost.
Order/Warranty
1.How do I cancel/change my order?
-If you have not paid your order, you may log into your account and simply click the cancel button to cancel it directly. If paid, contact [email protected] ASAP. Once your order has shipped, we cannot cancel/change for you.
2.How do I know my order status?
- Log into your account to check your order status. There’s 4 status: “Processing”, “pending”, “complete”, “closed”.
3.What is your warranty? What can I do if my light has a problem?
-We have a 5-year warranty(1st year free,2-5 year limited), and 5 warranty centers in the United States, United Kingdom, Germany, Australia, and Canada. Check our warranty page for more details. If you have a product issue, contact [email protected], we’ll support you.
4.The product is great, but I changed my mind. How do I return an unopened package?
-We accept returns within 30 days upon the arrival. Details check our return page. If you want to return an unopened package, pls contact [email protected] for the following steps.
Others
1.Is it discreet shipping/package?
-Yes. It is discreet shipping. All our packages are shipped with plastic foam to stuck the light and keep it safe; and without any labels “grow lights”, “grow tents” or brand name mentioned on the packages.
2.I got the old version light, and now I want a dimmer box and daisy chain, how can I do it?
-The old version and the new version are very different in internal structure, so it can’t just add a dimmer knob to realize the functions. Now only our TSW2000 & TSL2000 can have this function by replacing it with a new driver. The whole driver set would cost 100-150 USD. So we would not recommend customers to buy it.
3.Could I add a blurple/red/HID light side by side mars hydro led light?
-Yes, this is helpful if you want more blue/red lights.
4.I have a business plan, where can I contact you guys?
-Pls contact us at [email protected], any business cooperation is welcomed!
5.Do you have guidance on light hanging height and dimming function for different plant stages- Seedling, Germination, Veg, Flower?
-Please check the guidance in this video: How to use Mars Hydro lights dimming function correctly?
