SHIPPING
A NOTE TO OUR CUSTOMERS ABOUT SHIPPING DELAYS
Due to the aftermath of COVID-19, the Mars Store is seeing delays with our shipping carriers that are outside of our control. 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 significant 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
HOW MUCH IS SHIPPING?
Shipping costs vary by weight and destination. After adding the item(s) to your cart, you will be able to see the shipping cost prior to entering payment information.
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 Carlsbad, 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 2-4 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.
CAN I CHANGE MY SHIPPING ADDRESS?
The Thirty Seconds To Mars Online Store processes orders very quickly. If you find that you have entered an incorrect shipping address, 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 and you will be responsible for any further shipping charges to have the package re-shipped.
If the item you've ordered is on PRE-ORDER and you need to change its shipping destination, you must contact Customer Service with the update. Editing your customer profile's default shipping address WILL NOT update existing orders. This must be done manually by our warehouse team.
INTERNATIONAL ORDERS
All international orders have an estimated delivery time of 1-6 weeks. Shipping time is not guaranteed and due to the current delays caused by Covid-19, packages could take up to 10 weeks. 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?
> 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
WHEN WILL MY PRE-ORDER SHIP?
We do our absolute best to ship pre-orders so they arrive on or before the official street date.
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.
