FAQS – Frequently Asked Questions

I created an account but forgot my password. How can I get my password, or create a new password?
If you have created an account and have forgotten your password, click here to enter your email address. We will email it to you in a matter of minutes. If you do not receive an email within 30 minutes, or would like to change your password, please call us toll free at (888) 402-1718 MARSET USA.

How do I create an account and place an order online? 
Once you have selected the product you wish to purchase and proceed to “Checkout”, you will be asked to Sign In. Here you will have the option to create an account by clicking on “Create an Account” under the Sign In section, or just continue as a guest.

How can I check my order status?
To check the status of an existing order, please call toll free at (888) 402-1718 or email us at ordersusa@marset.com.

Do you charge taxes? 
MARSET USA Inc. is required to collect sales tax on orders shipping to various states.
When placing your order, sales tax will automatically be calculated based on the shipping address.

Can I receive an invoice?
If you wish to receive an invoice for your order, please write to customercare@marset.com and include the order number listed in your purchase confirmation email.

How long will it take to receive my order? 
During your buying process, the delivery time of your items will be shown in the cart of your order. Shipments and deliveries are made Monday-Friday during regular business hours. 

How will my order be delivered?
We use FedEx service to ship most products, although large orders may be shipped by a freight carrier. You will be notified if this is the case.

Can you ship orders internationally?
We currently ship only to addresses within the United States, excluding Puerto Rico and other territories. Please refer to this link to look for dealers overseas. Orders may be placed with billing addresses outside of the United States as long as they ship to addresses within the United States. 

Do you have showrooms or stores?
We have a showroom in Williamsburg, Brooklyn, that accepts visits by appointment. Our products are also sold through qualified dealers throughout the country. Please click here to search for a store closest to you.

Is your website secure?
MARSET USA understands the need and importance of keeping personal information safe, and we utilize Secure Sockets Layer (SSL) technology to achieve this. Your credit card and personal information are encrypted throughout the ordering process. If you prefer not to send your credit card information over the Internet, you may place your order over the phone toll free at (888) 402-1718.

Can I place an order offline?
Of course! Apart from our secure online-purchase option, you can call us toll free at (888) 402-1718 or +1 646 727 4250 to place your order. You could also email us at ordersusa@marset.com or click on the link to locate a store near you.

Can I use varied voltage/wattage?
Each product comes with a set of instructions for installation and maintenance of your product. But you’ll find all the essential information in the downloadable spec sheet available under the “Data sheet” and “Assembly instructions” tab on each product page. The specific instructions for each product must be followed accurately.

How can I create an account?
On the top right corner of your screen is a ‘Log in’ button. Click on it to land on the Sign in/Create Account page. Once you have filled in your details, your account will be registered within seconds.

How can I place an order?
Browse through the products. Select the ones you wish to purchase by clicking ‘Add to Cart’. You can either continue to shop or click on ‘Checkout’ to complete your purchase. On the Secure Checkout page, fill in your account details, billing and shipping information, along with shipping preferences. Place your order and wait for a confirmation message to ensure that the process is complete.

How can I return a product?
In case of buyer’s remorse goods may only be returned within 15 days from the date of receipt, subject to an official authorization and approval in writing by MARSET USA. Returned goods must be returned in the original packaging, in perfect state, with the reference of the printed authorization, and must not have been installed. Once the goods have been inspected, if approved, a credit note or refund of up to 80% of the invoice amount will be issued within 7 days. No returns will be accepted for orders above $5,000 net, excluding taxes and shipping, or for orders of 10 items or more.
If there is a problem with your order, contact Customer Service at (888) 402-1718 MARSET USA.

I received a damaged product. What do I do next?
We take the utmost care to ensure that your order arrives in good condition. However, in the event that your order arrives damaged, please notify customer service at (888) 402-1718 MARSET USA or customercare@marset.com within 48 hours of receipt of goods and provide a photograph clearly showing damaged items and/or packaging. No exceptions for this requirement will be made for deliveries to jobsites or warehouses. Please make the claim with the delivery driver upon delivery if external damage to the box can be seen. In case of damage, MARSET USA may provide a replacement for the damaged piece or pieces, or for the entire fixture, at our discretion.

What is your replacement policy?
During the warranty period of your product, MARSET USA will repair or replace, at its option, products that are proven to be defective. This warranty does not apply to damages resulting from accident, alteration, tampering, misuse, negligence or abuse.
Our fixtures carry a 2-year warranty under normal use valid from the date of purchase. All our fixtures display a code with the manufacturing date. Removal of the code will void the warranty. Our warranty liability includes the repair or replacement of the goods, excluding shades and light sources. The cost of installation and/or uninstalling the product and the transport fees are not included in this warranty.
Any manipulation or alteration of the product by a third party will void the warranty, and may void the UL certification.

What are your shipping and handling policies?
Orders ship free of charge. A majority of orders ship via FedEx Express (1-2 days transit) or via air freight (5-7 days transit), with the exception of orders containing certain large-volume items, which may ship via ocean freight (2-4 weeks transit). Orders above $10,000 may ship ocean freight by default. If you wish to specifically request Express or air freight service for your order, please contact customercare@marset.com or call us toll free at (888) 402-1718. Additional charges may apply.
We cannot ship to Puerto Rico or other non-continental U.S. territories.

How long does it take to sign up for the trade benefits?
The Trade program usually takes 3-5 business days for approval. If there are any questions or incomplete registrations, you will be contacted within that time.

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