RETURNS / EXCHANGES
We honor returns and exchanges within 30 days of receiving your purchase unless item is marked final sale. All items must be returned in their original condition with tags attached and must not be washed, worn, or altered in any way. Media must not be opened or removed from its plastic wrap.
If you have any questions or issues with the returns portal, please email firstname.lastname@example.org to request a return authorization. Your return must be approved prior to shipping back.
Thirty Seconds to Mars Returns
c/o Fluid Warehousing Solutions
4015 Avenida De La Plata
Oceanside, CA 92056
Your return must be received within 30 days of the return authorization. Once your return has been received, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.
We highly recommend that the items be returned to us using a mail service that provides tracking or insurance. The MARS Store is only responsible for items received and cannot maintain responsibility for returns/exchanges lost in the shipping process.
FINAL SALE ITEMS
- Sale or Clearance items
- Any item purchased on pre-order that has not shipped yet
- Any autographed, collectible items
- Any downloadable media
- Bundles/Collections marked as FINAL SALE
- Limited Edition or seasonal items marked as FINAL SALE
- Miscellaneous items clearly marked FINAL SALE on the product listing
DEFECTIVE / MIS-SHIPPED ITEMS
In the event that you have received defective or incorrectly shipped merchandise, please contact Customer Service within 10 business days of receiving your order with pictures of the defect and return the product within 30 days.
LOST OR STOLEN PACKAGES
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.