Shipping & Returns

 

Shipping Policy

MOST domestic (U.S.) orders are shipped within 1-3 business days after reciept of payment.

Some products are shipped directly from the manufacturer. If your order doesn't arrive complete, please wait a day or two before calling, as part of it may have been shipped from a separate location.

We try our best to get orders processed & shipped the same day, but most orders are shipped within 24-48 hours. However, when selecting Next Day, 2nd Day or 3 Day shipping options, please be advised that these options are promised from the time of shipping, not from the time the order was submitted. Please understand that it takes time to receive the order, process the payment, pick your order from the warehouse, properly pack it in a plain brown box, label it, and have it ready before UPS shows up. If you place an order on Friday afternoon, your order may not get processed until the following Monday.

Although most orders are processed and shipped the same day or the next day, it may take longer if we are temporarily out of stock. If an item in your order is out of stock, we will try to contact you as soon as possible. We will tell you when the item will be available and give you the choice of waiting until the item becomes available, removing the item from your order, or having your order shipped in multiple shipments we can also help you find a suitable alternative if available. We will do everything we can to ensure that you receive your order as soon as possible.

UPS - United Parcel Service

UPS picks up and delivers packages Monday thru Friday, except for holidays. UPS cannot deliver to a P.O. box; you will have to use USPS, please contact us. If you choose 2nd Day Air service, your order will arrive 2 business days after the order has been shipped. We will send you a tracking number as soon as your order has been fulfilled. If you'd like to track your package, you can go to the UPS website at www.ups.com

UPS will send tracking information to you via email. UPS has a new program for package tracking. You are able to sign for all packages without being home, redirect your packages, let the driver know where to leave the package, and more. Check out UPS My Choice.

Shipping Charges

Please be advised that shipping costs are automatically calculated based on weight, distance, and the type of service you specify. However, costs may vary slightly from this original calculation, depending on your order, as some items are oversized and cost more to ship because of their size and not weight. In some cases, this may mean a second, additional shipping charge added to your credit card. We will contact you for approval before we process any charges. For more information about Dimension Weight calculations for UPS, click this link.

Our shipping policies and prices are subject to change without notice.

From time to time we have "Free Shipping" promotions. These promotions are intended for customers within the 48 contiguous states. Anyone ordering from outside those states will be subject to shipping charges. When this happens we will do our best to keep your costs low and satisfaction high.

Safe and Discrete shipping

We box all orders in non-descript, discrete packaging. We believe that our customers' privacy is of the utmost importance. We have been shipping for years and we know how to ship our products to you in a safe and successful manner. We use copious amounts of tape on all corners and seals. We also make sure to tape up the bottle caps on any liquid products in order to further prevent any chance of spilling.

Signature Required on Most Orders

Most of our shipments contain valuable equipment or growing supplies. If you will not be at the shipping address to accept delivery of your product, consider shipping the item to an address where someone you trust will be available to sign for your package. Once your order has been prepared for shipment or has been shipped, we are unable to change the shipping address. Title and risk of loss to all products will pass to you on delivery. Please note that, if you are willing to assume the risks of delivering your order without a signature, you may authorize us to arrange for a delivery that does not require anyone to be at the delivery address. Contact Us for details and the applicable terms and conditions.

Address Corrections

Additional charges may be applied if the delivery address you provide is incorrect or if the package needs to be forwarded to a different location due to an error in communicating the information to us. Don't forget those apartment, suite and unit numbers and your daytime telephone number. We cannot be responsible for problems your order may encounter due to inaccuracies in the information you provide. Please be precise in the Shopping Cart! 

Delivery Failures

Failure to receive, miss the delivery of, or refusal to accept your shipment does not relieve you from the shipping/handling incurred by your order and may not relieve you from the cost of the products shipped. If a box is returned for reasons such as "Not Deliverable" in three attempts and so on, we can re-ship the item to you for an additional shipping charge.

Shipping Charges

We charge a $5.00 handling charge on all purchases. This charge allows us to keep our prices low. It also allows us to pack your order with quality materials. 

Please keep in mind that shipping costs are automatically calculated based on weight, distance, and the type of service you specify. However, costs may vary slightly from this original calculation, depending on your order, as some items are oversized and cost more to ship. In rare cases, this may mean a second, additional shipping charge added to your credit card. We will adjust your shipping costs accordingly when we process your order.

Our shipping policies and prices are subject to change without notice.

Communication

We communicate with you primarily by email.  Please provide an accurate email address with your order.  We encourage you to provide an accurate email address and to investigate your internet browser and security programs to ensure that you will receive emails from us regarding your order and shipment(s).

Return Merchandise Authorization Program Terms & Conditions

1.      If you have a product that needs to be returned to us, contact us for an RMA# (Return Merchandise Authorization number). Every product that is returned needs an RMA# in advance of return. Shortly after you contact us you will receive a written RMA confirmation via e-mail. This confirmation is provided for your records and a copy may be used as a packing slip. Credit will not be given if a product is returned without prior RMA authorization. Each item returned needs to be included in the RMA issued to you. Please do not send back ANY items not included on your original RMA. You will need to email us for a new RMA if you have additional items that you want to send back. When contacting us for an RMA be prepared to tell us the original invoice number that a product was purchased on (except warranty defective ballasts & lamps). Additionally, please advise us the reason for the return. Please clearly write the RMA # on the shipping label, not directly on the box.

2.      Whenever possible ship products back to us in protective over wrap boxes. If you send something to us, please do not affix the freight sticker directly on the original product box. If an over wrap box is not available, please put a couple short strips of clear tape on the box and attach the shipping label to the tape. In this way the original product box will not be destroyed when we try to remove the shipping label. All products that are damaged in transit because of deficient packaging may not be eligible for warranty credit or repair.

3.      If you have a product that needs repair or replacement, we will turn the product around promptly. Please test all items and verify they are still in warranty before you return them. If we receive a unit and after thorough testing it is found to be fully functional, we will have to pass on a charge to you of $50.00 to cover the inbound and outbound freight. If you return a light system that is found to be out of warranty, Sunlight Supply will gladly fix it, but we will have to charge you inbound & outbound freight, parts and labor ($45.00 per hour).

o    If you are returning a product for credit (i.e. miss-ordered item), you will be responsible for paying the freight back to us. In addition, we will need to pass on a 20% manufacturer imposed restocking fee. The credit will be reduced by 20%. This restocking fee will be used to cover the original outbound freight (if applicable), administrative costs, labor, replacement packing, etc. The appropriate credit will be applied to your card (if valid), PayPal account, or we will send a check and in any case you will be emailed a receipt.

o    We are not able to offer credits or replacements on items that are outside of the manufacturers’ warranty. If you return one of the products that we sell (non-lighting products) and it is found to be out of warranty, we will contact you for resolution. When you return distributed items that are found to be defective and under warranty we will credit you.

o    Please allow up to 30 days of us receiving your returned goods and refund request for any credit to be issued.

4.      Warranty Information: Warranty on all items will be the manufacturer’s standard warranty. Please consult the manufacturer’s packaging or literature for specifics. Most manufacturers’ will require a receipt and many will also need the original packaging.

5.      If you are having difficulties with one of our other sold products, (i.e. missing parts, defective product, etc.) you can contact the manufacturer directly or email us. If you contact us, we will work with the manufacturer on your behalf when possible to get the problem resolved. In most cases, it will not make sense to bring the product all the way back to us. We will have the manufacturer send you a missing part, replacement product, return authorization, etc.

Return Policy

·         Shipping errors/damage will be replaced free of charge if we are contacted within 7 days of shipment receipt.

·         Returnable item returns accepted within 30 days from the invoice date.

·         All returns must be received in new, unopened, saleable condition.

·         Shipping paid on orders that shipped is not refundable under any circumstance.

·         There is a 15% to 40% manufacturer imposed restock charge.

·         You will be credited on receipt and inspection of the return.

·         Special order items, items on special, international orders, live items, and seeds are not returnable.

Please email us at info@superiorhydrola.com for a Returned Merchandise Authorization (RMA) number and the return address. We handle all returns via email or our support ticket system to document it fully. Please write the return authorization number on the return label and include our order number inside.

Cancellations, Refused Shipments & Delivery Failures

·          An order may not be canceled if it is being processed for shipment or has been shipped.

·          Special Order items are not cancelable, exchangeable, refundable or returnable. Kwikool items are Special Order items.

·          Live items and seeds are not exchangeable, refundable or returnable.

·          Customer will be responsible for restocking and administrative fees as well as shipping both ways on all refused shipments not marked "due to damage" by carrier and shipments which come back due to failed delivery attempts (regardless of reason including invalid address).

Returned Merchandise Authorization (RMA)

Though very seldom, sometimes an order or part of an order needs to be returned. We will complete your Returned Merchandise Authorization form for any and all defective products (except for special and international orders). Usually return shipments will be covered if the following are met:

·         Product returned without RMA approval or not sold by us will be refused and shipping charges and administrative fees applied.

·         If product is returned for Warranty Repair and is out of Warranty or is in Warranty but found to be working, shipping charges will be applied. Repairs are $50 / hour labor, plus parts when not in warranty.

·         Product should be returned in original packaging or equivalent. Damage due to poor packaging may void the warranty and will be the customers’ responsibility.

·         Warranty will be void if factory serial # has been tampered with or removed.

·         Shipped products should never be returned without prior approval.

·         Return products for credit are subject to a minimum 15% restocking fee. If the item is not in like new condition the restocking fee is 40%. Restocking is manufacturer imposed.

·         Always write your RMA number on the Shipping call tag and retain the receipt. Do not mark directly on the box.

·         All warranties are void outside of the U.S.A.

·         Returns may not be accepted later than 30 days from the RMA issue date.

Lamp Returns

The code from the side of the lamp will be required to prove it was the one we sent and has a valid warranty.

Meters and Probe Returns

The probe(s) sent back with or without the meter must match what we sent and not be expired or it will be returned at the customer's expense. We keep careful track of the date codes on all probes.

The following Manufacturers require all RMAs go directly through them:

 

AeroGrow International

(800) 611-9058

Fax (303) 996-1150

Botanicare

(877) 753-0404

Fax (480) 777-2015

CAP

(866) 476-9768

Fax (951) 343-3088

Cutting Edge Solutions

(707) 528-0522 ext 1

Fax (707) 528-0422

DBC Company (HortiCare Meters)

(510) 326-0579

 

Durotech

(800) 239-0265

Fax (615) 874-9513

Eco-Nutrients

(707) 218-5622

 

EZ-Clone

(916) 626-3000

Fax (916) 626-3001

Fast-Gro (Radient Heat Products Inc.)

(508) 947-6824 ext 8704

 

Future Brite

(866) 776-8405

Fax (330) 965-9558

Future Harvest/Tri Meter/Nutri-Dip

(866) 491-0255

 

Fresca Sol/Best Coast Growers

(800) 827-1876

 

General Hydroponics

(800) 374-9376

Fax (707) 824-9377

Green Air

(503) 663-2000

Fax (503) 663-1147

Gualala—Light Movers

(877) 674-9294

repairs@lightrail3.com

Grow More

(800) 338-7160

 

Hanna Instruments

(800) 426-6287

tech@hannainst.com

Harvest Master

011-64-9-579-2057

support@harvest-master.com

HM Digital

(310) 410-3100/(800) 383-2777

Fax (310) 410-3106

Hydro (Pumps & Heaters)

(916) 920-5222

 

HydroGen/Hydro Innovations

(512) 321-7575

Fax (512) 321-7577

Hydrodynamics Inc. (Dip n Grow)

(517) 887-2007

Fax (517) 887-2008

Hydro Hut

www.hydrohuts.com

hydrohuts@gmail.com

HydroLogic

(888) 426-5644

Fax (831) 336-9840

Ideal-Air

(877) 9-IDEAL-1

Fax (360) 405-0016

Kwikool

(800) KWIKOOL/(713) 667-9595

 

Milwaukee Instruments

(252) 443-3630

Fax (252) 443-1937

*Nova Biomatique/IGS/Plug N’ Grow

(888) 577-6274

Fax (418) 856-3387

Optimum Growth

(847) 516-4776

Fax (847) 516-1655

Oregon Scientific

(800) 853-8883

 

Root Lowell Flo-Master

(800) 253-4642

Fax (800) 968-3555

Sentinel

(707) 888-8549

russ@growgps.com

Solatel

(831) 462-9494

Fax (831) 475-8245

Titan Controls

(888) 808-4826

Fax (360) 450-0012

TrimPro/Makametal

(450) 349-0811

 

Vermicrop

(800) 994-8775

Fax (916) 652-4652

Waterbury (TimeMist)

(800) 845-3495

 

Wingscapes

(888) 811-9464

 

Xtreme Gardening

(800) 784-4769

 
 

·         SuperiorHydroLA.com cannot process returns for the above manufacturers (unless it is a mis-shipment or new return to stock -- less restocking).

·         Most vendors on this list will require the dated invoice which was emailed upon your order checkout confirmation.

·         We advise our customers to contact these vendors directly. The vendors are equipped to help troubleshoot their products. We do not take returns for products from the manufacturers listed above.

* Customers must call Nova Bio directly and get an RMA number from them. We will issue a credit as long as we have a Nova RMA number with the returned unit. 
** Before requesting authorization to return Lumatek ballasts please call (866) 369-8943 first to troubleshoot.