MARS HYDRO FAQ
1. How many days can I get my package after placing order?
A: we arrange shipment in 24 business hours with 3-5 business days fast shipping method if stock is enough. If the area needs to be shipped from China, usually the shipping will take 7~10 business days, considering the custom clearance time.
2. Is it discreet shipping?
A: Yes, all orders will be shipped discreetly. With no grow lights, grow tents or brand name mentioned on the packages.
3. Where do I get the best price?
A: Compared with other platforms, Mars Hydro official website offers best price since there will be no middle charges and platform commission fee needed. If you have bulk order, you can contact us directly to apply for special price before you place order online.
4. Why cannot I find mars 300 or mars 600 on your website?
A: Mars 300 and Mars 600 are the oldest model of ours, we only sell them on Ebay and Amazon. We hope customers try our new lights, which are more stable on the quality, and can help you get better growing result.
5. Can I grow plants with my HID together with LED?
A: Yes, you can, with a ratio of LED and HID/HPS of 2:1 or 1:1, you can get better growing result, bigger and higher quality buds.
6. What payment method do we accept?
A: We accept payal, credit card, bank transfer, western union as well as bitcoin payment.
7. What is your warranty?
A: We offer 3 years warranty for all our led grow lights, while grow tents are final sale upon usage. We have repair center in USA, Canada, AU, UK, Germany. Whenever you have any issue with your lights, you can send emails with your purchasing info, defective light pictures to info@mars-hydro.com or solutions@mars-hydro.com to help you solve your issue accordingly. We will reply within 24 business hours. Detailed warranty policy please refer to our warranty page.
8. 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.
9. 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.
10. How do I return the unopened LED grow 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.
11. 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 and repacking charge. We will then refund you the light cost when we get the returned light.
12. 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.
13. What payment method does Mars Hydro accept?
A.For now, the available payment methods on our website are PayPal, credit card,Bitcoins and West Union. We also accept bank transfer for large orders.
14. 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.
15. 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.
17. 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.
18.Can you offer a discount on shipping charges?
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
19. 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.
20. 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.
21. 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 .
