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.
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 plz 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] 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 [email protected] 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 is a time and cost increase.
Thailand warehouse: Free shipping and no import tax; shipping time 3-7 business days.If you opt for an order to be shipped from China, we will dispatch it within 72 hours, with a delivery time of 10-15 days, and taxes are included. However, please note that orders shipped from China do not support return without reason. If there are any issues upon receiving the goods, please contact us within 48 hours, and we will assist you with the process.
If your tracking number shows delivered on the shipping company’s website but you don’t have it, please do the following:
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.
Mars Hydro wishes that every item is the perfect match for your cultivation. If you don’t feel it’s a good fit, we’ll help you work through it. Contact Mars Hydro Service [[email protected]], we’ll respond within one business day regarding the following policy.
–If the product is in transit and you don’t want it anymore, you can refuse to sign/accept it, then package will return to us automatically, once the return has been received by us, a full refund will be issued within 1~5 business days in your original form of payment.
-Once items received, no return service would be provided. Therefore, if any defects, please contact us within 48 hours upon arrival of items, we’ll offer help.