Frequently Asked Questions
Orders & Purchases
How can I place an order?
How can I place an order?
You can place an order directly through our website by adding products to your cart and completing checkout. If you need guidance, our team is available to help you choose the right products.
Can I modify or cancel my order?
Can I modify or cancel my order?
We process orders quickly to ensure fast delivery. If you need to make changes, please contact us as soon as possible.
Once the order has been processed or shipped, changes may no longer be possible.
Do I need an account to place an order?
Do I need an account to place an order?
No, you can check out as a guest. However, creating an account allows you to track orders and access your purchase history more easily.
What if I ordered the wrong product?
What if I ordered the wrong product?
Contact us immediately. If the order hasn’t shipped, we can update it. Otherwise, we’ll guide you through an exchange process.
Returns & Exchanges
What is your return policy?
What is your return policy?
Items can be returned within 7 days of purchase if they are unopened, unused, and in original packaging.
All approved returns are issued as store credit only and may be subject to a 15% restocking fee.
Do you offer refunds?
Do you offer refunds?
No. We do not offer cash refunds.
All eligible returns are processed as store credit only.
What items are NOT eligible for return?
What items are NOT eligible for return?
We do not accept returns on the following items:
- Soils & growing media
- Liquids & nutrients
- Trimming machines
- Lamps & bulbs
- Grow tents
- Trays
- Harvest tools
- Discontinued or closeout products
All sales on these items are final.
What condition must items be in to be returned?
What condition must items be in to be returned?
To qualify for a return, products must be:
- Unused and in new condition
- Free of scratches, dents, or damage
- In original packaging (undamaged)
- Include all accessories, manuals, and parts
What do I need to return a product?
What do I need to return a product?
All returns must include:
- Original sales receipt
- All original packaging and contents
- Items must be properly packed for inspection
Are shipping costs refundable?
Are shipping costs refundable?
Original shipping costs are non-refundable, except in cases of:
- Shipping errors
- Damaged items
- Manufacturer defects
What should I do if my order arrives damaged?
What should I do if my order arrives damaged?
Please inspect your order immediately upon delivery.
Any damages or discrepancies must be reported right away so we can assist you.
Do you offer a warranty?
Do you offer a warranty?
Yes. Defective products are covered under warranty if reported within 30 days of purchase.
Approved warranty claims will result in a replacement only — no refunds or exchanges.
What happens after 30 days?
What happens after 30 days?
After 30 days:
- Warranty may no longer apply to certain products
- A service fee may apply
- A $10 in-store repair fee may be charged
Which products are NOT covered after 30 days?
Which products are NOT covered after 30 days?
The following items are not covered under warranty after 30 days:
- Air pumps
- Water pumps
- Fans
- Fluorescent bulbs
- Timers
- Thermometers
- Light hangers
- Microscopes
How long does it take to process a return or warranty request?
How long does it take to process a return or warranty request?
Our team will review your request and respond within 2–3 business days with next steps.
Growing & Products
How do I start a hydroponic system?
How do I start a hydroponic system?
Starting is easier than you think. You’ll need:
• A growing system (DWC, NFT, etc.)
• Lighting (LED grow lights)
• Nutrients
• Proper substrate
If you're unsure, our team can recommend a complete setup based on your space and goals.
What products do I need for indoor growing?
What products do I need for indoor growing?
It depends on your setup, but typically:
• Grow lights
• Nutrients
• Grow medium (coco, rockwool, etc.)
• Ventilation system
• Monitoring tools (pH, EC)
Do you offer support for beginners?
Do you offer support for beginners?
Yes. Pachamama is built for both beginners and advanced growers.
We provide guidance, product recommendations, and ongoing support.
What is the best setup for my space?
What is the best setup for my space?
It depends on your available space, budget, and what you want to grow.
We can help you design a setup that fits perfectly — from small home grows to professional installations.
Why choose hydroponics over traditional growing?
Why choose hydroponics over traditional growing?
Hydroponics allows:
• Faster growth
• Higher yields
• Better control
• Less water usage
It’s a smarter and more efficient way to grow.
Shipping & Delivery
How long does shipping take?
How long does shipping take?
Delivery times vary depending on your location.
Most orders are processed quickly and delivered within a few business days.
Do you offer same-day or express delivery?
Do you offer same-day or express delivery?
In some locations, yes. Contact us to confirm availability in your area.
How can I track my order?
How can I track my order?
Once your order is shipped, you’ll receive tracking information via email or WhatsApp.
Do you ship internationally?
Do you ship internationally?
Currently, we mainly serve local customers. For international inquiries, please contact us directly.
Support & Expertise
Do you offer personalized advice?
Do you offer personalized advice?
Yes. Our team can guide you based on:
• Your space
• Your experience level
• Your growing goals
Can you help me design a complete grow setup?
Can you help me design a complete grow setup?
Absolutely. We help from basic setups to fully optimized indoor systems.
Do you work with professional growers?
Do you work with professional growers?
Yes. We support both hobbyists and commercial growers.
Store & Contact
Where are you located?
Where are you located?
We have physical locations where you can visit and get expert advice in person.
Can I visit the store to ask a question?
Can I visit the store to ask a question?
Yes, we encourage it. Our team will help you choose the best solutions.
How can I contact Pachamama?
How can I contact Pachamama?
You can reach us via:
• Email
• Phone / WhatsApp
• In-store visit