Frequently Asked Questions
- What is your return policy?
- How do I qualify for free shipping?
- Do you ship internationally?
- When will I receive my order?
- What if I never received my order?
- What if I received a damaged, defective or incorrect order?
- How do I make changes to an order I’ve already placed?
- Can I set up a wholesale account for bulk orders?
- Do you offer military/law enforcement discount?
- Where are you located? And do you have a store front I can visit?
- How do I make sure I order the right size?
- How do I contact your company if my question isn’t answered here?
What is your return policy?
Please visit our Return Policy for more information.
How do I qualify for free shipping?
Please visit our Shipping Policy for more information.
Do you ship internationally?
Yes, we do ship internationally* via USPS or United States Postal Service. Once you have added the item(s) in the shopping cart, go to the cart content page, select the country of destination, enter your zip code (if applicable), and click recalculate. Our website will automatically calculate the shipping rate for you. If an error message occurs for the shipping rate, please email email@example.com with the item(s) you want to order, quantity and destination, and we will manually calculate the shipping rate and send you an email with further instructions.
*Note: Import fees vary depending on the destination country. Customs Fee, Duties/Tariffs and/or Taxes are not included in the transaction and will be the responsibility of the buyer.
When will I receive my order?
For orders that selected "Free Shipping", Mars Gear will select USPS, UPS or FedEx shipping carrier at our discretion.
"Free Shipping" orders will typically arrive within 3 to 6 business days to conterminous 48 states; however it is ultimately at the discretion of the shipping carrier. Please note that there may be instances where shipping delay may occur, and subsequently delay the arrival of your order which is beyond our control. For this reason, please select an expedited shipping method of your choice for time sensitive order to ensure it arrives on time.
For orders with expedited shipping selected, shipping rate will be automatically calculated based on the level of shipping service, destination and cart contents.
Please note that UPS, FedEx and USPS does not count the day the order is picked up as a day in transit. It may also take up to a full business day for USPS, FedEx or UPS to update their tracking information online.
Shipping Method Explanation:
Business days are Monday – Friday; Holidays, Saturday and Sunday are not included in shipping days.
Free Shipping: 3 to 6 business days.
3-Day: Delivery by the end of the third business day after order has shipped. For example, if an order is placed Tuesday night and is shipped on Wednesday, it would arrive on Monday of the following week.
2nd Day: Delivery by the end of the second business days after order has shipped. For example, if an order is shipped Monday, it will arrive on Wednesday. If the order is placed Monday night and ships out on Tuesday, it will arrive on Thursday.
Next Day: Delivery by the next business days after an order has shipped. An order that ships out on Thursday with Next-Day delivery would be delivered on Friday. An order shipping out on Friday with Next Day delivery would arrive on Monday.
What if I never received my order?
If you have not received your order, please review the delivery time-frames above.
Locate your tracking information in the shipping confirmation email or log into My Account. Use the tracking information to track your order on the carrier’s website.
- Check with family members, neighbors, co-workers, a building manager, or others who may have accepted your order if you were not home during a delivery attempt.
- In your absence, the delivery carrier may have placed your order somewhere near your door, out of plain view. Look for your order in places such as a back door, garage, or behind bushes.
- Allow 24 hours – in rare situations packages may state delivered up to 48 hours prior to arrival.
If you followed these steps and still cannot locate a past-due order, please email us at: firstname.lastname@example.org with your order number in the subject line for assistance.
Important things to remember:
- Most orders arrive within our estimated delivery time of 3-6 business days.
- Tracking information may only be available for delivery confirmation.
- Tracking information may not be available for items shipped with standard delivery service to Alaska and Hawaii.
- International shipping has an extended time frame.
What if I received a damaged, defective or incorrect order?
If you’ve received an order containing a damaged, defective, or incorrect item upon delivery, please email us at: email@example.com as soon as possible with your order number in the subject line and photos of the issue and we will make it right.
How do I make changes to an order I’ve already placed?
At this time, we are not able to make any changes to orders once they are placed. This includes removing an item, adding an item, combining multiple orders into one, delaying shipment, upgrading shipping method, changing an address, or canceling the order. Once you submit your order our team automatically starts processing it in an effort to get your order to you as quickly as possible. Please be sure to confirm that everything is correct in your cart before submitting your order. We apologize for any inconveniences and appreciate your understanding!
Can I set up a wholesale account for bulk orders?
We do not offer wholesale accounts at this time. However, we do offer discounts for bulk orders. Valid seller license required. Please send us an email at: firstname.lastname@example.org for information.
Do you offer military/law enforcement discount?
Yes we do offer discount for active or retired military members and law enforcement personnel. Valid department credentials required. Please email us at: email@example.com for more information.
Where are you located? And do you have a store front I can visit or pick up?
Our warehouse is located in Southern California and unfortunately we do not have a storefront at this time.
How do I make sure I order the right size?
Majority of the apparel on our website include its unique sizing chart as part of the images. Simply scroll down through the images to locate the sizing chart. If you do not see one, please feel free to email us at: firstname.lastname@example.org and we will find one for you.
It is recommended that the measurements are taken with the existing apparel you currently wear. For example, if you need to find out if the Condor jacket will fit well, use the sizing chart shown on the item on our website and measure an existing jacket you current wear to compare.
How do I contact your company if my question isn’t answered here?
Please send us an email at: email@example.com and we will do our best to address your concern or questions.