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MARS HYDRO UK FAQ's

Payment

1. What payment method do you accept?

-Currently, our website retail orders only accepts Paypal. and we will open other payment methods such as Credit Card, Debit, Bank Transfer in the future.

-For offline bulk orders, customers need to contact.  [email protected] We offer discount for offline orders based on quantity. And we support a variety of payment methods.

2. What should I do if I cannot check out successfully?

-Contact us at [email protected] , we’re always here to help.

Shipment

1. How many days can I get my package after placing an order?

-We offer UK customers Free Shipping: Shipment can be arranged within 3 business days. Usually 3-8 working days as shipping time when the item is 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 confirm email to your email or SMS 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 other countries of EU?

-We ship from Luton or London warehouse. Currently only supports mailing to the UK.

-We can also mail to other countries in Europe, but you need to contact [email protected] first. We will ship the orders for you from the DE warehouse. don't worry:)

5. I’m in Europe, do I need to pay tax?

-Most European countries do not have to pay taxes. (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 service [email protected] ASAP. Once your order has shipped, we cannot cancel/change it 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].com 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. Is the light comes with UK Plug? and is the product safe?

-Yes, Discreet packaging with UK Plug.

-There is no need to worry about safety. We are an 11 year old plant light brand. We have obtained several international certifications. Safety USE ETL/UL/CE/RoHS Certification.