FAQ

HOW LONG DOES IT TAKE TO RECEIVE MY PRODUCTS?

We process and ship most of our orders within 24 hours. Delivery time will be different depending on where you are, more than 85% of the orders arrive within 7-14 days. Due to high demand, our carrier may take longer than the estimated delivery time to deliver our items to you. Additional delays may occur due to weather conditions, holidays etc.

* Note: PRE ORDER products will be shipped within the specified time. (The specific shipping date will be displayed on the product name of the product details page.)

CAN I CHANGE THE SHIPPING ADDRESS FOR MY ORDER?

We will be happy to change the shipping address for your order. Please email hi@marsback.com with your order number and the updated address ASAP, as we are only able to make changes to your order if it has not yet entered the packing process. We are unable to change or update a shipping address once an order has been shipped.

DO YOU SHIP INTERNATIONALLY?

We provide shipping to all of USA, Canada, Australia, New Zealand, and most European Union countries such as Germany and the UK.

WHAT METHOD OF PAYMENTS ARE ACCEPTED?

Accepts PayPal and all major credit cards as secure payment methods.

HOW MUCH IS SHIPPING?

FREE SHIPPING ON ALL ORDERS $89+ (Not available for the Pre-order products).

Shipping is flat at $8～$25 (It depends on which product or product quantity.) per order to USA, Australia, Canada, New Zealand, Germany, United Kingdom, and other European countries.

*Noted: All products in marsback.com are VAT excluded

HOW CAN I CONTACT YOU?

Any inquiries about returns + exchanges email us at hi@marsback.com

Please do not send multiple emails on the same inquiry. We answer all our emails in the order received. If you email us outside of business hours, we will respond when we return to the office. Please expect a longer response time if emailing over the weekend or holiday(s).

WHAT IF THE ITEM I RECEIVED IS DAMAGED OR FAULTY?

All of our items are carefully packaged and wrapped individually in bubble wrap. However, in the unfortunate case that an item is damaged while shipping, we will happily assist you in resolving this matter. If a charm or chain is damaged upon arrival, please send an email to hi@marsback.com included your order email address and order number. Some items may have variations because they are handmade or vintage.