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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 customer Free Shippinng: Shipment can be arranged within 3 business day. Usually 3-6 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 comfirm 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 DE warehouse. don't worry:)
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 service [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 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.
