We are doing all we can to make sure your package arrive in a timely manner.
Due to the Covid-19 pandemic our supplier is experiencing very high volume, please allow us 6-10 business days to process your orders. Your orders will ship based on the shipping method selected once orders are fulfilled. Upon fulfillment, a tracking number will be provided and you are able to track the shipment via your account. Please allow 72 hours for tracking to update.
PLEASE READ CAREFULLY
We are unable to edit orders once processed.
In the rare event that you experience a quality issue, please contact us right away. Images or video clearly showing the problem must be provided within a week of delivery, along with a detailed description and a photograph of your full packing slip. Refunds or credits are not guaranteed and are reviewed on a case by case basis. Hydro Worlds conducts strict quality control processes where orders are checked and verified before being processed and packed. If an issue is determined, we will do our best to satisfactorily resolve the matter at hand.
We are not responsible for stolen or lost packages, including those with a "Signature Release" on file. Please file a claim with the courier responsible for delivering your package.
Please ensure that your delivery address is correct, as we are not responsible for orders shipped to incorrect addresses or unclaimed. It is not possible to re-route a package once it has been shipped. If your package is returned due to an incorrect address, we can arrange a redelivery. However, a re-delivery fee will be charged for this service according to the carrier.
Returns Information And Eligibility.
We require you to provide us with digital images showing proof of the damage to be sent to firstname.lastname@example.org along with a description of the damage and reference to your name and order number. Please also make sure to keep the original packaging until the damage issue is resolved.
Issues must be reported within 72 hours. Customers are responsible for returning items to Hydro Worlds, and for return shipping costs.
FREIGHT DELIVERY CANCELLATIONS
When a customer cancels an in-transit shipment, that is, when the Shipping Carrier already has possession of a customer shipment, the customer is solely responsible for all shipping charges incurred by the Shipping Carrier, including the Shipping Carrier's return shipping charges and return fees.
If you have any questions or concerns at all, prior to, or even after placing your order, please call us at +1.310.293.5905 with any and all questions about shipping or delivery requirements.
If you have an unopened product, you can return it within 30 days of the invoice date to get a full refund if the item is still brand new. The original itemized shipping costs are not refunded when items are returned. If it has been more than 30 days, but less than 90, we will automatically assess a 20% restocking fee. We do not accept returns of unopened products after 90 days.
WITHIN 30 DAYS
In the event your product proves to be defective within the first 30 days after purchase, Hydro Worlds will exchange your product for a new one, issue a credit towards an alternative product, or issue a refund if applicable. Ship the item to us prepaid and Hydro Worlds will cover the cost of shipping a new or replacement product back to you. Make sure to insure the package. If you send back an item that fails to be defective, Hydro Worlds will ship it back to you at your expense and charge labor for the diagnosis.
31 DAYS OR MORE
If your product fails within the warranty period, the manufacturer's warranty policy will prevail. Just fill out the return authorization form to the left and send the merchandise back to us once you have obtained a return authorization number. This return authorization number must appear next to Hydro Worlds on your return label. As per the manufacturer's policy, Hydro Worlds will make every effort to replace the defective unit with an immediate replacement upon verification of defect. Warranty permitting, Hydro Worlds will exchange your product for a new one, or you can use that credit towards an alternative product or store credit. Defective Kind LED grow lights are replaced with refurbished units. If you send back an item that fails to be defective, Hydro Worlds will ship it back to you at your expense and charge labor for the diagnosis.
Special Order Items
Special order items are those that Hydro Worlds does not keep in our warehouses or in-stock. Hydro Worlds has the purchasing power to source directly from the manufacturers (or a 100% manufacturer-authorized supplier/distributor).
IMPORTANT NOTE: ALL Special order items are not eligible for a refund or replacement unless they are damaged in shipping. Exceptions may be made if an item is deemed to be defective by the manufacturer (or a manufacturer-authorized supplier/distributor). Hydro Worlds will always assist in this process as we are our customer's representative when choosing Hydro Worlds to obtain a special order Item. Upon purchase of a special order Item, Hydro Worlds will regularly call or email customers to advise if a particular item has recently been assigned to a "special order" classification.
If you order a product and Hydro Worlds lower the price within a week (7 days) after you placed your order, you can get a refund for the price difference.
DAMAGED IN SHIPPING
It rarely happens, but once in a while products are damaged during shipping. The responsibility for items damaged during shipping is the shipping carrier, which will most often be UPS, FedEx, or USPS. Packages must be opened within 72 hours after they are received to be inspected for any damage, and Hydro Worlds must receive notice of the damage to report the claim and get you a refund and/or replacement. Hydro Worlds cannot promise any refunds or replacements if this is not done within 72 hours.
Hydro Worlds does ship internationally to most countries. Keep in mind each country has a different way of assigning duties to inbound packages from other countries. Hydro Worlds does not pay for duties and fees from the country and/or shipping company (e.g., FedEx, UPS, USPS, etc.) for shipments sent to other countries, nor for return shipping costs in the event of warranty issues and/or damage caused by shipper. If for any reason the items you ordered are not allowed in your country, and Hydro Worlds cannot be responsible for return shipping, Hydro Worlds will refund all product costs, but not shipping costs.
NOTE: always make sure any electronic products will work in your country prior to purchasing and installing them. One often problem occurs when Voltage or KHz differences from other countries cause products to malfunction. Making sure products work properly outside of the United States is the buyers' responsibility prior to purchase. ALL products sold by Hydro Worlds have a United States warranty and are warrantied by the product's manufacturer and Hydro Worlds when used in the United States.
Shipping delays caused by courier issues, customs, import regulations, and weather conditions are possible and out of our control.