- What forms of payment do you accept?
- Why is my credit card payment failed?
- How do I know it is safe to shop with you?
- Is there any discount for bulk/volume purchases?
- Do you ship internationally?
- How can I contact MarsLED for additional assistance?
- How are warranties handled?
- Why don't I receive an order confirmation email after my paypal payment is completed?
- Shipping and Delivery Questions
- Return Policies
What forms of payment do you accept?
MarsLED currently accepts PayPal and credit card for all orders.
When purchasing with PayPal, your shipping address will automatically default to the address on file with PayPal, regardless of the shipping address you enter on your MarsLED order.
Why is my credit card payment failed?
Payment with credit card may fail because of bank authorization and fraud prevention systems. If you are having trouble making a payment via Credit Card, you may contact your card issuing bank or PayPal directly.
Here are PayPal's phone numbers:
+1-888-221-1161 (US & Canada Toll Free) +1-888-215-5506 (US & Canada Toll Free) +1-402-935-7733 (International) +1-402-935-2050 (International)
How do I know it is safe to shop with you?
MarsLED takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it.
Is there any discount for bulk/volume purchases?
MarsLED provides the discount for bulk/volume purchase. Please email our customer service for more details.
Do you ship internationally?
Yes, we probably do! Except for Iran, Cuba, North Korea, Sudan, Syria, the Moon...
How can I contact MarsLED for additional assistance?
Customer Service working time: Sunday to Thursday 9:00pm-6:00am EST except public and statutory holidays.
Email the Customer Service: firstname.lastname@example.org
We look forward to helping you with your inquiry. We respond to email messages in the order that they are received, and we will respond to your email as quickly as possible.
How are warranties handled?
Repairs on defective merchandise are handled by the manufacturers and not by MarsLED, unless otherwise indicated.
If any item arrives damaged due to shipping, immediately contact the carrier. Keep all shipping materials and contact us immediately.
Why don't I receive an order confirmation email after my paypal payment is completed?
We send confirmation email to your primary PayPal email address, or the e-mail address you have specified if you used the "PayPal Express Checkout" method. Make sure that you have a MarsLED account registered under your PayPal account's primary e-mail address.
In rare circumstances, a technical bug confirmed by PayPal can get in the way. If you do not receive any information at all, and your order does not appear in your MarsLED account, please contact us and send us your order details.
Shipping and Delivery Questions:
How do I change the shipping address or cancel my order?
Please contact Customer Service immediately if you need to change the shipping address or cancel your order. Please be advised that some orders are shipped very soon after placement and it will not always be possible to make changes to the shipping address and/or cancel the order.
What does MarsLED charge for shipping an order and how long will it be before I receive my order?
For Standard shipping:
Free to United States by USPS or USL, which takes about 10-15 days. To other countries, shipping fee depends on the weight of the whole item and its destination by China Post. Normally, it takes about 15-25 days.
For Express shipping:
It's based on weight and destination. You can get the express shipping rate at checkout page. It will reach you 3 to 5 days by UPS or DHL but 10-15 businesses days by EMS (for remote areas) http://raslist.dhl.com/DHL-Remote-Areas.pdf . Order over $100 will be upgraded to express shipping as a special accommodation.
Why am I unable to track my order?
It can sometimes take 24-48 hours or so for tracking information to update once an order has shipped from our warehouse.
Occasionally, a package may not receive the proper origin and transit scans while on its journey to you, so neither we nor express is able to track the exact location of the package in transit.
Please email us if you do not receive your order by the end of the quoted time frame. Please note that orders shipping via UPS can be delivered as late as 9:00pm local time in some areas.
Taxes, Customs & Duties:
If the package is checked by your country's customs office when the item arrives in their country, most websites are declare that customers are responsible for import duties, tariffs, and taxes. But MarsLED will be happy to go fifty-fifty with customers. We try our best to reduce customer’s loss.
Return products you are unsatisfied with.
If you are not 100% satisfied with your purchase, you can return your order within 30 days to the warehouse for a full refund. Please contact us for return address before you send it back. Please be advised Customers are responsible for all return shipping charges. Once your return is processed, you will receive a refund for the amount paid for the returned item back to the original method of payment.
Return the wrong item.
If the item you received is completely different from the one you ordered, please contact our Customer Service with photos or videos of the different product. If a return is necessary, replacement plus shipping cost will be issued to you on receiving the returned product. Or if you take it, we will offer a 10% discount for buying it, and we will send the replacement product to you.
Return defective items.
If your product turns out to be a defective one with physical damage within 90 days from the initial shipping date, you can mail the item back in the original package without any wear and tear for a free replacement. However, you will need to provide photos and videos showing the defect(s) of the product.
*NOTE: We strongly recommend obtaining and saving your return tracking number until you are notified that we have completed your refund.*
When will a replacement be sent?
Replacements are treated the same way as that of new orders -- they typically arrive in 10 to 13 days. If a product needs to be returned for replacement, the replacement is sent after receiving the returned item.
How long does it take for me to get a refund?
It may take 1 or 2 weeks for your return to reach our warehouse. Once it is received and inspected (usually within 72 hours of receipt) your refund will be processed and automatically applied to your credit card or original method of payment within 2 days. Please note that depending on your credit card company, it may take additional 2-10 business days after your credit is applied for it to post to your account.