FAQ

SHIPPING TO UKRAINE, BELARUS AND RUSSIA 

The MARS Store is currently unable to ship to Ukraine, Belarus or Russia due to the ongoing conflict. All U.S. carriers have suspended services to these regions until further notice. If you have a pending order, please email us to explore alternative options. 

A NOTE TO OUR CUSTOMERS ABOUT SHIPPING DELAYS 

If your tracking number is not populating or transit information is not updating, we ask for your patience and understanding. More often than not, the package reaches its destination just with a delay. Orders cannot be canceled once they've shipped due to tracking concerns. Our customer service agents are standing by via email to address your questions. -The MARS Team

WHAT IS YOUR RETURNS POLICY?

Please visit our RETURNS / EXCHANGES POLICY PAGE HERE

MORBIUSMERCH.COM ORDERS

All goods ordered through the morbiusmerch.com website are processed and fulfilled by The MARS Store. All order communication and shipping notifications will be sent via The MARS Store. Inquiries about your order may be sent to support@morbiusmerch.com.

I DIDN'T RECEIVE AN ORDER CONFIRMATION

Please check your Spam box — most of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, please Contact Us.

CAN I CHANGE MY ORDER?

The MARS Store processes orders very quickly. If you find that you have made an incorrect order, please notify us immediately by contacting Customer Service. If your order has not yet been processed, we may be able to correct it. However, if the product has already been processed or shipped, we will be unable to change any portion of your order.

WHERE IS MY ORDER?

All orders will be filled within 3-5 business days of being placed (not including weekends or holidays).

Orders are packed and shipped in Oceanside, CA. Shipments are made via trackable service. You will receive an email with tracking information as soon as your order is en route. 

Please allow 1-2 days for tracking information to update on your order. If you are unable to track your order, please let us know and we'll be happy to assist.

INTERNATIONAL ORDERS

All international orders have an estimated delivery time of 1-6 weeks. Shipping time is not guaranteed. You will be responsible for any and all import taxes, tariffs and duties which may be levied by customs.  Unfortunately, we have no control over the application of charges, nor the number of charges to be levied.

International Economy and Standard Shipping - this is done in conjunction with your local postal service. Shipments are trackable until they arrive in the destination country. In the event that there are any issues after the package arrives in your resident country, you are responsible for contacting your local postal service to resolve said issues. If your international shipment has been in-transit for over 20 days, please contact your local postal service or customs office to see if the package is being held for you and provide them with your tracking number along with a form of identification. The MARS Store does not have any jurisdiction over international countries and their postal services.

International Expedited Shipping - These shipments will be trackable from shipment until delivery.

CAN YOU SHIP TO MY COUNTRY?

Thirty Seconds To Mars celebrates its fans all over the world and while we can ship to most countries, there are a few exceptions.  At this time, we cannot ship to the following countries:
> CU - Cuba

> IR - Iran
> KP - North Korea
> SL - Sierra Leone
> Palestinian Territories
> South Sudan
> SU - Sudan
> SY - Syria
> MM - Burma
> CI - Cote d'Ivoire
> CD - Democratic Republic of the Congo
> LR - Liberia
> LB - Lebanon
> ID - Indonesia
> IQ - Iraq
> ZW - Zimbabwe
> KZ - Kazakhstan
> GH - Ghana
> KG - Kyrgyzstan
> NG - Nigeria
> LV - Latvia
> TN - Tunisia
> RU - Russia
> UA - Ukraine
> BY - Belarus

WHAT IS A PRE-ORDER?

Pre-orders are orders taken prior to the official release of an album or product. Because we do not store credit card information, payment is taken in full at the time you place your order. Pre-orders cannot be canceled because they are made to order. Even in the event of unforeseen circumstances that make production longer than anticipated, orders cannot be canceled. However, after receiving the goods a return can be requested unless otherwise noted as "final sale."

WHEN WILL MY PRE-ORDER SHIP?

We do our absolute best to ship pre-orders in the ship window provided on the product listing.

Please note: If you order additional items with your pre-ordered item, your entire order will ship at the time of your pre-ordered goods. If you would like your other items to arrive sooner, please place a separate order.

LOST OR STOLEN PACKAGES?

As of June 18, 2021, The MARS Store has partnered with Route, the leader in package protection and tracking solutions. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate event that your order is lost, stolen or damaged in transit, you can easily file a claim with Route and receive a replacement or be fully reimbursed. The Mars Store will no longer offer replacements or refunds for lost or stolen packages, so we highly recommend choosing Route+ at checkout. 

*Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not mis-delivered or easily found around the premises. Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.

See more information on Route here.

SALES TAX

The amount of your sales tax will be calculated and displayed during the checkout process if you are located in an applicable region.

PAYMENT PLANS

The MARS Store offers the following options for payment plans: 
Shop Pay: Get it now, pay over time for orders over $50. Just select installments at checkout to split your purchase into 4 interest-free payments. No fees and no impact on your credit score.
PayPal: Pay later with PayPal's Pay in 4 option. Complete your purchase with a 25% down payment and use autopay for the rest of your payments. 

PROMOTIONAL CODES

Please be advised that you may only use one promotional code per order. Discounts cannot be combined. Coupon codes cannot be applied to past purchases. Coupon codes are not applicable if using a payment plan.

WHERE'S MY FREE STICKER?

While we try our best to ensure all packages receive the free MARS sticker, there will be times that orders will ship without one. We apologize for this, but any orders received without a sticker will not be sent a replacement.