FAQ

I never received my confirmation e-mail after ordering.

Please check your Spam box — 99% of the time, you will find it there. It’s also possible that you entered the wrong email address. If you still have problems, please Contact Us

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Mars Store US vs Mars Store Europe.

ThirtySecondsToMarsStore.com is the official Thirty Seconds To Mars Store.  We ship worldwide with warehouses in both the US and UK.  Our systems will automatically fulfill from the correct warehouse based on inventory availability and your shipping location.  All prices are listed in USD$ but can be easily converted to your currency here.  

Please note: Some items are only available in either the US - or - UK warehouse.  These items have been appropriately labeled on the product page for your convenience (featured below).  If items are in different warehouses, your order will be split up to ship what's available.

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A Note To International Customers

If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.  For customers outside of the UK, international shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery.  Please note European orders are required to pay VAT and this tax will reflect at checkout based on your location.

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Is my country eligible for delivery?
ThirtySecondsToMarsStore.com celebrates its fans all over the world.  We can ship orders to most countries, with a few exceptions.  The following countries are ineligible for shipping:


> CU - Cuba
> 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
> IQ - Iraq
> ZW - Zimbabwe
> KZ - Kazakhstan
> GH - Ghana
> KG - Kyrgyzstan
> NG - Nigeria
> LV - Latvia

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Pre-Order Merchandise

Pre-release ordering is available for select titles. The release date of your items will be shown on the product detail page. We make every effort to ship pre-order products to arrive at US addresses on or around street date, but cannot guarantee a delivery date.

In most cases, when you place a pre-order, we will validate and authorize your credit card, which will show up on your bank statement.  Pre-orders are charged at time of purchase.

If you are paying for the pre-order with PayPal, we are required by PayPal to charge your account right away.

If you live in the U.S. and would like to receive your music on or about release date, please place your order no later than 10 days before the scheduled release date. International orders may not arrive by the US release date and may take an additional 2-3 weeks to get to you. International shipments may be held by your local Customs Authority for an additional 10-14 days depending upon the customs laws in your country.

Please be aware that release dates are subject to change.

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When will I receive my order?

In stock,  non-pre-order items shipping to addresses within the United States and APOs are sent using the best carrier method depending on weight. International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country.

Orders received over the weekend and on holidays will be processed the following business day. We will notify you if any non pre-order item cannot be shipped within 30 days and you will be given the option to cancel your order.

A Note To Customers Living Outside the United States and the UK
If you order products for delivery to a shipping address outside the United States, you will be responsible for any and all import taxes, tariffs and duties which may be levied by your Customs or Government or Other Authority upon any parcel we send to you.  For customers outside of the UK, international shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country. Therefore, it is best to allow 4-6 weeks for delivery. 

If you do not receive your order within the time frames above, please Contact Us 

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What forms of payment do you accept?

We accept major credit cards via Stripe.  We are not accepting cash, checks or money orders at this time. You will be charged at the time of purchase.

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How to Change Your Order?

The Thirty Seconds To Mars Online Store processes your orders very quickly. If you find that you have made an incorrect order, 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.

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Sales tax

The amount of your sales tax will be calculated and displayed during the checkout process if you are located in an applicable region.  We are required to charge a VAT to non-business European customers for the supply of goods.

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How Do You Calculate Shipping?

Customer shipping costs will be based on destination, weight, of items ordered, and chosen shipping method.  We will always present the best methods available to use for shipping your order to your destination. 

All orders that contain posters larger than 12"x12", please note that the poster will ship separately in a poster tube and your order may arrive on 2 separate days.

International shipments may be held by your local Customs Authority for an additional 10-14 days depending on the customs laws in your country.

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Returns and Exchange

If you have received damaged, defective or incorrectly shipped merchandise, please return the product within 30 days of receipt following the Return/Exchange Instructions below. We will gladly replace the merchandise without additional charge, or provide you with a full refund. If you have ordered incorrectly or are not happy with your purchase, please first email us at support@thirtysecondstomarsstore.com prior to following the Return/Exchange instructions below. On these returns, original shipping and handling charges are not refundable and you will be responsible for all costs associated with return shipment.

Please include the following with your return:

  • Your mailing address
  • Your phone number
  • Order confirmation number
  • What you are returning and why
  • How you would like us to handle your return or exchange

We highly recommend that the items be returned to us using a mail service which provides tracking or insurance.

Mail to:

Thirty Seconds To Mars Store
ATTN: Returns
1409 S LILAC AVE
BLOOMINGTON,  CA  92316-2129

Once your return has been received by us, we will exchange your item or credit your credit card accordingly. Please allow 3-4 weeks for your return to be processed.

Non-Returnable Items

Unfortunately, we cannot accept returns on the following items:

  • Any apparel item that has obvious signs of use
  • Any CDs or vinyl records that have been opened (taken out of its plastic wrap) unless of it is defective
  • Downloadable media or software products (except if you’ve accidentally purchased multiple downloads of the same product)
  • Any item that is not in its original condition, is damaged, or is missing parts for reasons not due to our error
  • Any product missing the serial number or UPC

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Promotional Codes

Please be advised that you may only use one promotional code per order. Discounts cannot be combined.

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Pre-Order Product Campaigns

  • Production will not start until sales goal is reached.
  • If goal is not reached by the stated end date, the product will not be made and you will be refunded for the full purchase price. 
  • Shipping time varies by product after the goal is reached. Please see product page for more detail. 
  • Currently promotional codes do not work on campaign products. 
  • Payment is captured upon purchase. 
  • You are can change size/address up until the production start date.
  • Exchanges may not always be available as these products are pre-ordered and accounted for. Please email support@thirtysecondstomarsstore.com for any inquires. 

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