Shipping policy

1. Free Shipping & Shipping Fees

United States

Orders placed on the MarsWork US Store that meet or exceed $29.00 (order subtotal, excluding tax, after all applicable discounts) qualify for free standard shipping within the 48 contiguous United States and Washington, D.C.
Orders with a subtotal below $29.00 are subject to a flat shipping fee of $9.90.
Free shipping does not apply to remote regions. Shipping fees for remote areas are calculated at checkout based on destination and package dimensions.

European Union

Orders placed on the MarsWork EU Store that meet or exceed €49.00 (order subtotal, excluding tax, after all applicable discounts) qualify for free standard shipping to all supported EU destinations.
Orders with a subtotal below €49.00 are subject to a flat shipping fee of €5.90 for Germany and €9.90 for all other EU countries.

2. Shipping Zones & Estimated Transit Time

Shipping Zone Shipping Fee Estimated Transit Time
48 Contiguous U.S. States & Washington, D.C. Free (orders ≥ $29) / $9.90 (orders < $29) 3–7 business days*
Remote Regions** Calculated at checkout 7–14 business days*
Germany Free (orders ≥ €49) / €5.90 (orders < €49) 3–7 business days*
Other EU Countries Free (orders ≥ €49) / €9.90 (orders < €49) 5–10 business days*

 Estimated transit times begin after your order has been dispatched. Please allow an additional 1–2 business days for order processing.

*Actual delivery times may vary based on location, carrier availability, and inventory availability.
**Remote regions include, but are not limited to: Alaska, Hawaii, Puerto Rico, Guam, Northern Mariana Islands, American Samoa, and U.S. Virgin Islands.

Our checkout currency is US Dollars (USD) for the US store and Euros (EUR) for the EU store.

3. Supported EU Shipping Destinations

We currently ship to the following EU countries:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden.

4. Order Processing Time

All orders are processed within 1–2 business days, excluding weekends and holidays. Orders placed after 2:00 PM EST (US) / 2:00 PM CET (EU) will begin processing on the next business day. You will receive a shipment confirmation email with tracking information once your order has been dispatched. Please note that it may take up to 72 hours for tracking numbers to become active in the carrier's system.

5. Shipping Carriers

We partner with multiple carriers, including but not limited to FedEx, UPS, USPS, Amazon Logistics, OnTrac, Gofo, Uniuni, DHL, and GLS. Carrier selection is determined by shipping address, package type, and routing optimization to ensure reliable and timely delivery.

6. Shipping Restrictions

  • We partner with multiple carriers, including but not limited to FedEx, UPS, USPS, Amazon Logistics, OnTrac, Gofo, Uniuni, DHL, and GLS. Carrier selection is determined by shipping address, package type, and routing optimization to ensure reliable and timely delivery.
  • Each order may be shipped to one address only. If your order includes items requiring delivery to multiple locations, please place separate orders for each destination.

7. Order Modifications & Cancellations

You may request an order modification or cancellation within 24 hours of placement. We'll do our best to accommodate your request, but changes cannot be guaranteed once an order has entered fulfillment. If you need to make changes, please contact our Customer Support team as soon as possible.

8. Risk of Loss & Inspection Upon Delivery

However, we strongly recommend that you inspect your package upon arrival. For precision equipment and other precision equipment, we recommend recording a complete unboxing video at the time of delivery. If you discover any damage to the packaging, missing components, or product defects. Please contact MarsWork Customer Support within 48 hours of delivery whenever possible so we can resolve the issue quickly.

9. Refused Shipments

If you refuse delivery of a package, resulting in its return to our facility, you will be held responsible for all return shipping costs as well as any applicable restocking fees. If you wish to initiate a return, please contact our Customer Support team prior to refusing delivery to avoid unnecessary charges.

10. Partial Shipments

In some cases, items in your order may ship separately due to warehouse allocation or product availability. You will receive separate tracking notifications for each shipment. There is no additional shipping charge for partial shipments.

11. Lost, Stolen, or Delayed Packages

If tracking information indicates your package has been delivered but you have not received it:
  1. Check with household members, building management, and neighbors.
  2. Contact the carrier directly with your tracking number.
  3. If the issue is not resolved within 3 business days of the last tracking update, contact MarsWork Customer Support with your order number and tracking details.
For packages with no tracking updates for more than 5 business days, please contact our Customer Support team for further investigation.

12. FAQ

Q: Can I change my shipping address after placing an order?
A: Address changes may be requested within 24 hours of order placement. Once the order enters fulfillment, address modifications cannot be guaranteed. Please contact Customer Support immediately if an update is needed.

Q: Why did I only receive part of my order?
A: Your order may have been split into multiple shipments due to inventory allocation across warehouses. Remaining items will arrive separately; you will receive a tracking email for each shipment.

Q: My tracking number hasn't updated in several days. What should I do?
A: Occasional tracking delays may occur during transit. If tracking has not updated for more than 5 business days, please contact us at marswork3d@outlook.com, and we will investigate with the carrier on your behalf.

Q: Will I be charged sales tax?
A: MarsWork collects sales tax in accordance with applicable U.S. state and local tax laws. The exact tax amount, if any, will be calculated and displayed at checkout based on your delivery address. Tax-exempt organizations may contact our Customer Support team with valid documentation for exemption processing.