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    Shipping Policy

    • Shipping Policy

      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.

       

      Shipping Time

      Due to the epidemic, your order could take longer to get to your home. Typical delivery time frame is between 7 to 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 a 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.

       

      Shipping Method

      • Secured Free Shipping: Standard shipping will take about 8-21 days.
      • Secured 5-8 Days Shipping: Express will take about 3-7 days depending on the time of row to flights.

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

      Note: More methods will be updated according to customers’ feedback. Marsback will always choose the proper logistics for customers.

       

      Shipping service

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

       

      Import Taxes

      Due to the customs policy of different countries, we CANNOT guarantee if there is a tax for you. Our product price does not include VAT or import tax of your country. All international orders are subject to customs and duty fees as defined by the country of import. Marsback is not responsible for fees associated with import. Please be aware that international orders may attract an additional cost for import taxes upon receipt.

       

      Responsibility

      Marsback Team is always glad to help you out from any issues about shipping deliveries that may be affected by customs, natural occurrences, transfers from DHL to the local carrier in your country or air and ground transportation strikes or delays. But Marsback is not responsible for them.

       

      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.

       

      Additional notice about shipping

      This is the client’s responsibility to help for successful order delivery. There are several situations that the parcel will be returned to the shipping company’s country of origin warehouse:

      -We will contact the client ASAP once we receive any notification from our shipping company that your parcel is stuck in the customs due to any custom clearance reasons. If the client does not provide any necessary information within 48 HOURS that is required by the customs (such as tax payment) in a timely manner. The parcel will be returned to the shipping company’s country of origin warehouse. If the client wants to re-ship the parcel, you may need to pay an additional fee(according to the bill from our shipping company). If you decided not to get the parcel at your own discretion, you may need to carry the burden for return shipping cost (according to the bill from our shipping company). We will refund the retail price(not included extra shipping cost if paid when you placed your order) after the deduction of the return shipping cost.

      -We will contact the client ASAP once we receive any notification from our shipping company that either the delivery address or phone number is incorrect. However, if the client does not reply to our inquiry promptly, it will lead to the failure of the parcel delivery. The client may need to carry the burden of additional costs for re-delivery.

      -After customers received the product if it is not related to product quality problems and the customer wants to return the product, the customer needs to cover the return shipping cost. Once we received the product in our warehouse, we will issue a refund for the product cost via Stripe.

      -If it appears as "Delivered" on the courier's website (ie: DHL) for more than 3 months, the delivery details on the courier's website will be deleted. The courier will not provide any compensation to us for these order, that's why we can't provide any refund if the client does not inform us to investigate the parcel via email 3 months after it has been "Delivered" on the courier’s website.

      Need help?

      Email at hi@marsback.com or leave your message directly.