SHIPPING
A NOTE TO OUR CUSTOMERS ABOUT COVID-19
Although the Mars Store is open and packages are continuing to ship in a timely manner, we are seeing significant 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. We are sending our best to everyone around the world. Stay safe out there, Echelon. -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. If you have questions about your order you should contact your local postal service.
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
Thirty Seconds to Mars Store is not responsible for lost, stolen or damaged shipments or any delays due to local disruptions. Carriers require we wait a period of 10 weeks before filing a claim. We will do our best to assist with the claim, but the fault lies with the carrier.
