As soon as you place the order, an order confirmation will be emailed to you. This means we have received your order and payment. As soon as we receive your order, we automatically reach out to our warehouse to confirm the product is in stock and is available for immediate shipment. In rare cases, if the product is on backorder or unavailable, we will contact you immediately and ask if you would like to wait for the product to become available or have your payment refunded.
If the item is available for immediate shipment (1-3 business days) we will submit the order for processing and arrange shipment. If the item title shows preorder for your country, your order is preorder. Preorder will ship out in 2 weeks after you placed the order.
Mars Hydro reserves the right to notify you of any additional shipping charges necessary to deliver your order. you’d be notified of any additional charges necessary to deliver your order. Extra shipping charges will be decided by the carrier and the products you want to purchase. We will also notify the exact shipping cost in the mail.
You will have the right to modify or cancel your order for a full refund after being notified.
The tracking number for the order will be sent to the email address provided 36 business hours after the Order Processing. And you can check the updated status when login into your account. Also, we will email you later to follow up on the delivery time and remind you to pick up the package in time if any unexpected situation happens. So pls make sure your mailbox and phone are available and care about your order within 7 days. So you will not miss any news about the package.
If you did not receive a tracking number by email or need to confirm the tracking information, please contact us at [email protected].we will reply to you in 12 business hours. If your tracking number does not work in 3 working days after you get it, pls email us. Occasionally there may be a mix-up in the warehouse and you may have received an incorrect tracking number. we will send you the available one. Sometimes special circumstances will delay logistics updates. we will check and feedback to you.
If you have to change your order after you completed the payment, please contact us for the first time when you realize that. we will reply to you ASAP and try our best to correct it. Please understand that if the item has shipped from the warehouse, the change maybe will not succeed, or there are time and cost increases.
United States: Shipping fee calculated on check out page(0-120USD); shipping time 3-5 business days
Canada: Shipping fee calculated on check out page(0-200USD); shipping time 3-8 business days
Australia: Shipping fee calculated on check out page(0-24USD); shipping time 4-8 business days
UK: Shipping fee calculated on check out page(0-240USD); shipping time 3-8 business days
EU: Shipping fee calculated on check out page(0-310USD); shipping time 3-10 business days
Russia: Shipping fee calculated on check out page(0-4USD); shipping time 5-10 business days
MarsHydro owns seven warehouses including China, America, Australia, Canada, EU, United Kingdom, Russia. you will need to choose the corresponding store to place your order. choose it from the top right corner of the website home page.
Support orders for the following countries and regions:
Except for the USA, UK, EU, Canada, Australia, Russia,(where we have warehouses). The other countries' orders will be shipped from China. Such as Indonesia, Japan, Macau, Malaysia, Philippines, Singapore, SouthKorea, Thailand, Brazil, Chile, Cambodia, Israel, Iran, Vietnam, New Zealand, Mexico, Turkey...There will be extra shipping and import tax fee(taken by your country’s customs)
All shipments can be made with 3 business days after customers’ confirmation.
There will be import tax which customers need to pay.
Support all orders in the United States Mainland. Shipments come via UPS or USPS carriers. No import tax.
For Puerto Rico, Hawaii，Alaska, shipment will be from the China warehouse, and an extra shipping cost will be needed. we will send you an extra shipping quote by email in 24 working hours after you placed the order. shipments come via UPS or FEDEX carriers. There will be import tax which customers need to pay.
Support orders for Australia. All shipments come via Aupost or Toll carriers. No import tax.
Support orders from Canada. all shipments come via Canadapost, Toll, or UPS carriers normally. No import tax.
Support orders for 24 European countries: 21 countries of them. (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, ) No import tax.
ICELAND, ANDORRA, LIECHTENSTEIN, MACEDONIA, NORWAY, SWITZERLAND, UKRAINE, VATICAN CITY, SAN MARINO, Monaco, have different shipping ways. They can be shipped from China with an extra shipping fee. We will notify you within 24 working hours. Or they can be shipped from the EU warehouse but the customer needs to clear the customs yourselves. We will also notify this within 24 working hours. Customers can choose ways they like. There will be import tax which customers need to pay.
All shipments come from DHL or GLS carriers from the German warehouse(Ireland will ship from the UK warehouse). When the item out of stock in the German warehouse and it is available in the UK warehouse, it can be shipped from the UK warehouse and a little extra shipping will be needed.
United Kingdom Warehouse
All shipments come via DHL, YODEL, Royal Mail, or DPD normally. No import tax.
All shipments from the Russian warehouse for Russian buyers. No import tax.
All shipments come via IML normally.
Your Order Shows Delivered But You Don’t Have It
If your tracking number shows delivered on the shipping company’s website but you don’t have it, please do the following:
• Check the area around your home for the package and ask anyone it may have been left with.
• If the package is not found please call the shipping company’s directly to report a missing package. so you can get the logistics information fastest.
Mars Hydro can not be held responsible for packages stolen from the delivery address so please be sure to ship to a secure location! If the items are lost, we need at least 30 days to investigate. so after we provide the tracking number, hope you can follow the dynamics of the logistics of the items, continue to view our mail about the notification, so you will receive the items successfully.
There are rare and unforeseen events out of our control that may affect shipping times. Severe weather conditions, catastrophic events, or failures by our delivery partners can cause unexpected delays. Most carriers will not ship to PO Boxes. If you enter a PO Box for your shipping address, we may have to contact you for an alternate delivery address. Please note that if you are placing an international order may still have taxes or duties, which you are responsible for.