General Information
How can I receive news about MARS MAIL?
You can follow us on social media @marsmail_official
Who do we design for?
We are not just designing products, but rather crafting a high-quality lifestyle for pets and their owners. You can read more on our 'About Us' page.
How can I proceed if purchasing is not supported in my country?
You can contact us via email at info@marsmail.cn. We will assess based on your country and respond to you within 3 business days.
Shipping&Orders
Where does MarsMail ship?
We ships the following countries and regions:Canada, United States, Australia, New Zealand, Finland, France, Russia, Germany, Denmark, Poland, Belgium, Austria, Ireland, United Kingdom, South Korea, Philippines, Japan（2023）
How can I proceed if purchasing is not supported in my country?
You can contact us via email at info@marsmail.cn. We will assess based on your country and respond to you within 3 business days.
How much does shipping cost?
We offer free shipping for orders exceeding $200, while orders below $200 incur a $9 shipping fee. We strongly recommend purchasing multiple products for your pets.
How long will it take my order to ship?
International Orders typically arrive at their destination country within 7-14 business days. However, once your package has arrived it may be stuck in customs for an unknown amount of time.
We do apologize for this but as shipping delays are common during the holiday season, we wanted to give you a heads up before you proceed!
Do you ship to PO boxes?
Yes!
How can I change my shipping address?
If your order is shipping to an incorrect address, please email help: info@marsmail.cn in 2 days.
Returns and Exchanges
What’s your return policy?
Unused or unworn items can be returned within 30 days. We do not accept returns or exchanges for dirty or dog damaged items. However, if the product you received is incorrect or breaks, we will gladly exchange it for you or provide a refund on a case-by-case basis.
You will be responsible for the international shipping fees incurred for the return.
A 5% handling fee will be applied to returns.
No returns are accepted for clearance or special sale items.
Please note: We strongly recommend reading the size specifications for each product to minimize the potential loss due to returns resulting from size issues.
Please note: Orders of $400 or more are final sale and and are not returnable. If interested in placing a wholesale order, please contact our team at info@marsmail.cn.
What about exchanges?
We offer a six-month warranty on our products.
Wear and tear may happen, especially when pets are involved, but if your items are damaged within six-month of purchase, we’ll replace them free of charge. We do not accept returns or exchanges for dirty or dog damaged items. However, if the product you received is incorrect or breaks, we will gladly exchange it for you or provide a refund on a case-by-case basis.
Product & Size
Are MarsMail accessories made with vegan leather?
We refuse to use any leather made from natural animal ingredients and commit to a permanent ban on such materials.
What is Microfiber-Leather?
This is a new type of eco-friendly leather that closely resembles genuine leather in appearance but outperforms it in physical properties such as scratch resistance and durability. Additionally, this leather does not require special care and is easy to clean in daily use.
How strong are Pagerie accessories? I have a very large dog.
MarsMail products undergo third-party structural identification testing. The buckle on the leash can withstand a tensile force of up to 119KG, making it suitable for the vast majority of dogs. However, if your pet weighs more than 60 kilograms, we recommend against making a purchase. Because we are currently developing products specifically designed for large dogs, please follow our social media@marsmail for updates on product releases.