Shipping policy

SHIPPING TIME

We continue to do our best to ship orders quickly and answer all questions via email, chat, or phone during this challenging time. There maybe some delays in areas under quarantine, please check with your local postal carriers for more info.

Orders are typically processed within 48 hours. However, orders placed on Friday/holidays/weekends will not be processed and shipped until the following business day.

Typical delivery time frame is between 7~15+ business days (It could be more or less depending on how your country is handling the COVID-19 pandemic). All orders are shipped with tracking number so you can track it every step of the way! Packages may be faced with delays beyond our control such as customs, postal delays or holidays.

* 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.)

* All shipping costs are non-refundable.

* If your order has exceeded typical shipping times, please email our Customer Care Center at hi@marsback.com

SHIPPING SERVICE

All shipping service includes tracking information. When order fulfilled, tracking information would be automatically sent to you. Email at hi@marsback.com directly if you did not hear from us.

SHIPPING ADDRESS

We strongly recommend that you dispatch to a reliable address, as MARSBACK is not responsible for lost or stolen orders.

Physical addresses are preferred, as we are unable to guarantee the safety of items delivered to PO Boxes or Parcel Lockers. Also, the APO, FPO or DPO address is not accepted.

IMPORT TAXES

Customs taxes, duties or import charges are the responsibility of the customer to be paid. We do not cover any additional charges or costs for the final delivery of the package to your destination or country. Please note these charges differ based on country laws and policies and we cannot estimate the amounts. If a package is returned due to refusal of customs fees and taxes paid, a refund will not be applicable. MARSBACK is not responsible for the customs duties incurred by any orders.

LOST OR STOLEN PACKAGES

If a package is lost or damaged in transit, it is the responsibility of the customer to request a claim via USPS or whatever courier service was used. MARSBACK is not responsible for lost or stolen packages.