FAQs

Frequently Asked Questions

Find answers to common questions about MARSTEN products, orders, shipping, returns, payments, and customer support.

For assistance with an existing order, contact us at [contact@marstenhome.com] and include your order number.

About MARSTEN

What is MARSTEN?

MARSTEN is an online product brand focused on movement, mobility, home fitness, relaxation, recovery routines, personal care, and everyday comfort at home.

MARSTEN is operated by ZENTARA BRANDS LIMITED.

Learn more on our [About Us] page.

Where is MARSTEN based?

MARSTEN is operated by:

ZENTARA BRANDS LIMITED
Company Number: 78899970
Unit 2A, 17/F, Glenealy Tower
No. 1 Glenealy, Central
Hong Kong

Orders are processed through our U.S. fulfillment network.

Does MARSTEN have a physical store?

No. MARSTEN operates online and does not currently have a public retail store or showroom.

Our warehouse and fulfillment locations are not open to customer visits.

Where does MARSTEN ship?

MARSTEN currently ships to eligible addresses within the United States.

We do not ordinarily ship to:

• Addresses outside the United States
• APO, FPO, or DPO addresses
• P.O. boxes
• U.S. territories unless specifically available during checkout

Certain large, heavy, or specially handled products may not be deliverable to every ZIP code.

Products

What types of products does MARSTEN sell?

Our collection may include products related to:

• Movement and mobility
• Home fitness
• Massage and relaxation
• Recovery routines
• Personal care
• Physical comfort
• Active living
• Household wellness

Product availability may change as our collection develops.

Are MARSTEN products medical devices?

Unless expressly stated on the applicable product page, MARSTEN products are general consumer products.

They should not be assumed to diagnose, treat, cure, or prevent a disease or medical condition.

Product descriptions relating to comfort, relaxation, massage, heat, light, movement, or recovery routines do not constitute medical advice.

Review our [Disclaimer] for more information.

How do I know whether a product is suitable for me?

Review the complete product page before purchasing, including:

• Dimensions
• Weight or capacity limits
• Power requirements
• Materials
• Settings and modes
• Intended use
• Included components
• Compatibility information
• Warnings and limitations

Consult an appropriately qualified healthcare professional before using a product if you:

• Have a medical condition or injury
• Are pregnant
• Recently underwent surgery
• Have an implanted electronic or medical device
• Have reduced sensation
• Have a heart or circulatory condition
• Are uncertain whether the product is appropriate for you

MARSTEN customer support can explain listed product specifications but cannot determine medical suitability.

Are results guaranteed?

No. Individual experiences vary.

Results may depend on factors such as:

• Frequency and duration of use
• Product settings
• Technique
• Physical condition
• Personal sensitivity
• Individual expectations
• Compliance with instructions

Unless a specific written guarantee is expressly provided for a particular product, MARSTEN does not guarantee a particular medical, therapeutic, fitness, comfort, recovery, or wellness result.

Are all items shown in product photos included?

Not necessarily.

Lifestyle photographs may include furniture, decorations, clothing, accessories, or demonstration items that are not part of the product package.

Only items specifically identified on the product page or in the “What’s Included” section should be treated as included.

Can product colors or appearance vary?

Minor differences may occur because of:

• Photography and lighting
• Screen settings
• Manufacturing tolerances
• Production batches
• Packaging updates

These minor differences do not necessarily mean that the product is defective or incorrect.

Where can I find product instructions?

Instructions may be:

• Included in the product package
• Printed on the product or packaging
• Sent electronically
• Available through customer support

Contact [contact@marstenhome.com] if you require help locating instructions for a product you purchased.

Ordering

How do I place an order?

Select the product and available options, add it to your cart, and complete checkout using one of the displayed payment methods.

Review the following carefully before submitting the order:

• Product selection
• Quantity
• Shipping address
• Billing information
• Shipping method
• Discounts
• Taxes
• Final order total

An order is not successfully placed until checkout confirms completion and provides an order number.

Will I receive an order confirmation?

Yes. An automated confirmation is generally sent to the email address used during checkout.

The order confirmation shows that we received your order. It does not necessarily mean that:

• Payment verification is complete
• Inventory has been allocated
• The order has been accepted
• Fulfillment has begun

An order is generally accepted when we send a shipping confirmation or otherwise confirm acceptance in writing.

I did not receive my confirmation email. What should I do?

First, check:

• Your spam or junk folder
• Your promotions folder
• Whether the email address entered during checkout was correct
• Whether payment was successfully completed

Then contact [contact@marstenhome.com] with:

• Your full name
• Order amount
• Approximate order date and time
• Shipping address
• Any order number displayed after checkout

Can I change or cancel my order?

Contact us immediately at [contact@marstenhome.com].

Suggested subject lines:

• Cancellation Request – Order 1234
• Address Change Request – Order 1234

We cannot guarantee that an order can be changed or cancelled after it:

• Enters fulfillment
• Is allocated to a warehouse
• Is packed
• Receives a shipping label
• Is transferred to a carrier

A request is effective only after MARSTEN confirms the change or cancellation in writing.

Can I change my shipping address after ordering?

Contact us as quickly as possible.

For security and fraud-prevention reasons, we may need to verify:

• Your identity
• Payment authorization
• The original address
• The requested new address

An address change may not be possible after fulfillment begins.

Do not ask the carrier to redirect the package without first receiving written approval from MARSTEN. Unauthorized redirection may affect delivery investigation or Shipping Protection eligibility.

Can I order more than one product?

Yes, subject to inventory and order limits.

Products within the same order may be shipped separately and may arrive on different dates.

Shipping

How much does shipping cost?

Available shipping options are displayed during checkout.

Our standard options may include:

Free Standard Shipping — $0.00

• Processing: 0–2 business days
• Transit: approximately 7–9 business days
• Estimated total: approximately 7–11 business days

Shipping Protection — $4.99

• Processing: 0–2 business days
• Transit: approximately 7–9 business days
• Estimated total: approximately 7–11 business days

Shipping Protection + Priority — $9.99

• Processing: 0–2 business days
• Transit: approximately 6–8 business days
• Estimated total: approximately 6–10 business days

The options displayed during checkout for your particular order control if they differ from these general estimates.

What is the daily order cutoff?

Our daily order cutoff is 12:00 p.m. Eastern Time.

Orders submitted after the cutoff generally begin processing on the following business day.

What counts as a business day?

Business days are Monday through Friday, excluding:

• U.S. federal public holidays
• Applicable warehouse closures
• Applicable carrier closures

Are delivery dates guaranteed?

No, unless MARSTEN expressly confirms a guaranteed delivery date in writing.

Processing and delivery dates are estimates and may be affected by:

• Weather
• Carrier delays
• Peak shopping periods
• Public holidays
• Product availability
• Delivery location
• Address problems
• Transportation disruptions
• Other circumstances outside our reasonable control

How will I receive tracking information?

We generally send a shipping-confirmation email after the order is dispatched.

The email may contain:

• Carrier information
• Tracking number
• Tracking link
• Shipment details

Why is my tracking number not updating?

Tracking may require 24–72 hours to begin showing movement after a shipping label is created.

A label-creation notice does not necessarily mean that the carrier has physically scanned or transported the package.

Tracking may also update late or display scans out of sequence.

Why did I receive only part of my order?

Orders containing multiple products may be sent:

• In separate packages
• From different facilities
• Through different carriers
• On different dates

Review all tracking numbers associated with the order before reporting missing merchandise.

Which carriers do you use?

Depending on the package and destination, we may use:

• UPS
• FedEx
• USPS
• Regional carriers
• Local last-mile delivery providers
• Other authorized carriers

We cannot guarantee a particular carrier unless it is specifically identified during checkout.

What is Shipping Protection?

Shipping Protection is an optional MARSTEN service that provides an additional claim-review process for qualifying:

• Loss before delivery
• Material shipping damage
• Theft after carrier-confirmed delivery
• Certain supported delivery incidents

Shipping Protection is not represented as an insurance policy unless the checkout terms expressly identify a licensed insurer.

Approval is not automatic. Claims are reviewed using the available tracking, delivery evidence, photographs, carrier information, and other relevant circumstances.

Complete terms are available in our [Shipping Policy].

What should I do if my package is delayed?

Review the tracking information first.

Contact us if:

• The package has exceeded the estimated delivery range
• Tracking has not updated for an unusual period
• The carrier reports an exception
• Tracking information appears incorrect or conflicting

Email [contact@marstenhome.com] and include your order number and tracking number.

What should I do if tracking says delivered but I cannot find the package?

Please:

1. Check the delivery location and surrounding area.
2. Check with household members and neighbors.
3. Check with reception, mailroom staff, or building management.
4. Review any carrier delivery photograph.
5. Check parcel lockers and authorized pickup points.
6. Confirm that the shipping address was correct.
7. Contact the carrier where appropriate.
8. Notify MARSTEN promptly.

A carrier-confirmed delivery is not automatically eligible for a refund or replacement. We will review the available evidence and circumstances.

What should I do if my package arrives damaged?

Contact [contact@marstenhome.com] as soon as reasonably possible, preferably within 48 hours of delivery.

Include:

• Order number
• Description of the damage
• Photographs of the product
• Photographs of the outer packaging
• Photographs of the internal packaging
• Photograph of the shipping label
• Video where reasonably needed

Keep the product and all packaging while the matter is reviewed.

Do not return, repair, modify, donate, or discard the product unless MARSTEN provides written instructions.

Returns and Refunds

What is the MARSTEN return period?

Eligible return requests must generally be submitted within 90 calendar days after carrier-confirmed delivery.

A return request does not automatically mean that the return has been approved.

What condition must a standard return be in?

For a standard buyer-remorse return, the product must generally be:

• Unused
• Unworn
• Unwashed
• Unassembled
• Uninstalled
• Unaltered
• Complete
• In original condition
• In its original packaging
• Returned with all accessories, manuals, components, and promotional items

Additional conditions may apply to hygiene-sensitive, personal-care, body-contact, or specially handled products.

How do I request a return?

Contact:

Email: [contact@marstenhome.com]
Suggested subject line: Return Request – Order 1234

Include:

• Order number
• Product you wish to return
• Reason for the return
• Current product condition
• Whether it has been opened, used, assembled, installed, washed, or altered
• Photographs where requested

Do not send the product until you receive written return authorization and instructions.

Where should I send my return?

Only to the address provided in MARSTEN’s written return instructions.

Do not send a return to:

• The address on the original shipping label
• The address printed on the package
• The Hong Kong registered address
• The U.S. fulfillment address
• A supplier
• A carrier facility
• Another address found online

unless MARSTEN specifically provides that exact address for your authorized return.

Who pays return shipping?

For a standard buyer-remorse return, the customer generally pays the return-shipping cost.

Where MARSTEN confirms that the wrong item was sent, the product arrived materially damaged, or another qualifying fulfillment error occurred, we may provide or approve a reasonable prepaid return method.

Do you charge a restocking fee?

MARSTEN does not ordinarily charge a standard restocking fee for eligible returns.

However, deductions or reduced resolutions may apply where permitted by law because of:

• Missing components
• Product damage
• Unauthorized use
• Improper packaging
• Reduced value
• Return transportation or carrier costs
• Another failure to comply with the authorized return instructions

Can I return a used product?

Used products are generally not eligible for a standard refund based only on buyer’s remorse.

This is especially important for:

• Personal-care products
• Hygiene-sensitive products
• Products worn on the body
• Products contacting skin, hair, feet, hands, face, mouth, or other personal areas
• Products that cannot reasonably be resold for hygiene or safety reasons

MARSTEN may, at its discretion, offer a goodwill resolution such as partial or full store credit.

A goodwill resolution is not automatic or guaranteed.

What is a goodwill store credit?

In certain cases, MARSTEN may offer store credit for an item that is not eligible for a standard refund.

The amount may depend on:

• Product condition
• Extent of use
• Missing components
• Hygiene or sanitation concerns
• Product value
• Previous customer resolutions
• Whether return, disposal, or donation is required

Store credit:

• Has no cash value unless required by law
• Is generally not transferable
• Cannot be applied to a previous purchase
• Cannot be combined with another refund, chargeback, or duplicate recovery for the same product

Do you offer exchanges?

We do not ordinarily process direct exchanges.

Where appropriate, you may:

1. Return an eligible product under the [Return and Refund Policy].
2. Place a separate order for the preferred product.

A replacement for a damaged, defective, incomplete, or incorrect product is handled separately from a voluntary exchange.

When will my return be inspected?

Authorized returns are generally inspected within 5–7 business days after being received and identified by the returns facility.

Inspection may consider:

• Product identity
• Condition
• Use
• Packaging
• Components
• Accessories
• Signs of damage or alteration
• Compliance with the return authorization

When will I receive my refund?

After an eligible return passes inspection or another refund is approved, MARSTEN will generally initiate the refund within 7 business days.

Your bank or payment provider may require additional time to display the refund.

Contact us if more than 15 business days have passed since MARSTEN confirmed that the refund was issued.

How will I receive my refund?

Approved standard refunds are generally issued to the original payment method.

Refunds ordinarily cannot be redirected to:

• Another card
• Another bank account
• Another digital wallet
• Another person

Can I receive a refund while a chargeback is open?

A separate refund or store-credit resolution may be paused while a chargeback, payment dispute, or payment reversal is active.

This helps prevent duplicate reimbursement.

The matter may need to be resolved through the bank or payment provider’s dispute process.

Complete terms are available in our [Return and Refund Policy] and [Payment Policy].

Damaged, Defective, or Incorrect Products

What should I do if I received the wrong product?

Contact [contact@marstenhome.com] and include:

• Order number
• Product received
• Product ordered
• Photographs of the item
• Photograph of the shipping label
• Photographs of the packaging and included components

Do not return the product until MARSTEN provides written instructions.

What should I do if a component is missing?

Review the package carefully and compare the contents with the product page and instructions.

Some components may be:

• Stored inside the product
• Packed beneath internal packaging
• Sent in a separate package
• Shipped from another facility

If a confirmed component is missing, contact customer support with photographs of everything received.

Should I repair a defective product myself?

No.

Do not repair, disassemble, alter, or modify a product while a defect or safety concern is being reviewed unless MARSTEN expressly provides written instructions.

Unauthorized repair or alteration may:

• Create a safety risk
• Make investigation more difficult
• Affect available return or replacement options

What resolutions are available for a defective or damaged product?

Depending on the circumstances, available resolutions may include:

• Troubleshooting
• Replacement components
• Replacement product
• Return authorization
• Partial refund accepted by the customer
• Full refund
• Store credit accepted by the customer
• Another appropriate resolution

The appropriate resolution depends on the issue, evidence, product availability, and applicable law.

Payments

What currency do you use?

All prices and transactions are displayed in United States dollars (USD) unless expressly stated otherwise.

What payment methods do you accept?

We accept the payment methods displayed during checkout.

Depending on the store configuration and device, these may include:

• Credit cards
• Debit cards
• Digital wallets
• Accelerated checkout methods
• Other methods shown at checkout

Is payment secure?

The MARSTEN store is hosted through Shopify and uses HTTPS connections protected by TLS.

Payments are processed through Shopify and authorized payment providers.

MARSTEN does not directly receive or store complete payment-card numbers or card security codes through its ordinary business systems.

Learn more in our [Security Statement] and [Payment Policy].

When will my payment method be charged?

Depending on the payment method and store configuration, payment may be:

• Authorized when the order is submitted
• Temporarily reserved
• Charged immediately
• Captured after verification
• Captured after order acceptance

Your bank may display a pending authorization before the charge is finalized.

Why do I see a pending charge?

A pending entry may be a temporary payment authorization rather than a completed charge.

Pending authorizations may appear after:

• An order is submitted
• A payment attempt is interrupted
• A payment is declined
• An order is cancelled
• The final charge is still being processed

The bank or payment provider controls when a pending authorization disappears.

Why was my payment declined?

A payment may be declined because of:

• Incorrect payment information
• Incorrect billing address
• Insufficient funds or credit
• Expired card
• Bank fraud controls
• Transaction limits
• Failed authentication
• Online or international payment restrictions
• Payment-provider technical issues

Your bank or payment provider may be able to explain the specific reason.

Why was my order placed under review?

Some orders may require additional verification because of:

• Billing and shipping address differences
• Transaction value
• Payment-authentication results
• Fraud-risk indicators
• Repeated payment attempts
• Unusual order activity

We may contact you to confirm limited order or payment information.

Never send us:

• A complete payment-card number
• A card security code
• A banking password
• A digital-wallet password
• A one-time authentication code

How will MARSTEN appear on my statement?

A transaction may appear using wording associated with:

• MARSTEN
• ZENTARA BRANDS LIMITED
• The payment processor
• The selected digital wallet
• A shortened version of the applicable name

The exact wording may vary according to the bank and payment method.

I do not recognize a charge. What should I do?

Compare the transaction with:

• Your MARSTEN order confirmation
• Your email accounts
• Digital-wallet activity
• Orders placed by authorized household members
• The transaction date and amount

Then contact [contact@marstenhome.com] with:

• Transaction date
• Amount
• Statement descriptor
• Final four digits of the applicable card
• Possible name or email address associated with the order

Contact your bank promptly if you believe the payment was genuinely unauthorized.

Discounts and Promotions

How do I apply a discount code?

Enter the code in the designated field during checkout before submitting the order.

A discount has not been applied unless it appears in the final order summary.

Can I apply a discount after ordering?

Discounts generally cannot be added after an order has been submitted.

Can multiple discount codes be combined?

Unless expressly stated otherwise, only one promotional code may be used per order.

Why is my discount code not working?

The code may be:

• Expired
• Entered incorrectly
• Limited to selected products
• Subject to a minimum order value
• Limited to certain customers
• Already used
• Incompatible with another offer
• Restricted by its promotional terms

Accounts and Communications

Do I need an account to place an order?

An account may not be required unless checkout expressly states otherwise.

Available account and accelerated-checkout options may depend on Shopify and the payment methods enabled.

How do I unsubscribe from promotional emails?

Select the unsubscribe link included in the promotional email.

You may also contact [contact@marstenhome.com].

Unsubscribing from marketing does not prevent necessary communications concerning:

• Orders
• Shipping
• Returns
• Refunds
• Security
• Customer-service requests
• Legal or policy notices

Will MARSTEN ask for my password?

No.

MARSTEN will not ask you to send your:

• Customer-account password
• Banking password
• Digital-wallet password
• Card security code
• One-time authentication code

by email, telephone, voicemail, or contact form.

Privacy and Cookies

What personal information does MARSTEN collect?

Depending on your interaction with us, we may collect information including:

• Name
• Email address
• Telephone number
• Billing and shipping addresses
• Order and transaction information
• Customer-support communications
• Device and browser information
• Website activity
• Cookie and advertising identifiers
• Return, refund, delivery, and dispute records

Complete information is available in our [Privacy Policy].

Does MARSTEN sell personal information?

MARSTEN does not sell personal information in exchange for money.

However, certain advertising, analytics, and attribution disclosures may be legally considered a sale, sharing, or targeted advertising under some U.S. privacy laws.

Applicable choices are available through:

• [Your Privacy Choices]
• [Do Not Sell or Share My Personal Information]
• [Cookie Preferences]

How do I change my cookie preferences?

Use the [Cookie Preferences] link available on the website.

You may also manage cookies through your browser settings.

Deleting cookies may remove saved preferences and may require you to submit your choices again.

How do I submit a privacy request?

Contact:

Email: [contact@marstenhome.com]
Suggested subject line: Privacy Request – MARSTEN

Where available, you may also use:

• [Privacy Request Form]
• [Your Privacy Choices]
• [Do Not Sell or Share My Personal Information]

Depending on your location, you may have rights to request access, correction, deletion, portability, or certain opt-outs.

Accessibility

What should I do if I cannot access part of the website?

Contact us at [contact@marstenhome.com].

Suggested subject line:

Accessibility Assistance – MARSTEN

Please explain:

• The page or feature involved
• The difficulty encountered
• The device and browser used
• The assistive technology used, if applicable
• The alternative format or assistance that would help

Where reasonably practical, we will help provide the information or service through another method.

Review our [Accessibility Statement] for more information.

Safety and Security

How do I report a product-safety concern?

Stop using the product and contact:

Email: [contact@marstenhome.com]
Suggested subject line: Product Safety Concern – MARSTEN

Include:

• Order number
• Product name
• Description of the concern
• Date and circumstances
• Photographs or video
• Any relevant serial, batch, or barcode information
• Information concerning injury or property damage, if applicable

In an emergency, seek immediate professional assistance before contacting MARSTEN.

How do I report a suspicious email or website?

Contact:

Email: [contact@marstenhome.com]
Suggested subject line: Security Concern – MARSTEN

Do not interact with a suspicious link or attachment.

Access our website directly through [marstenhome.com].

Does MARSTEN offer a bug bounty?

No public bug-bounty program is currently offered unless expressly announced in writing.

Security researchers may responsibly report a suspected vulnerability using the instructions in our [Security Statement].

Customer Support

How can I contact MARSTEN?

Email: [contact@marstenhome.com]
Phone: [+1 (512) 631-9468]
Contact form: [Contact Us]

What are your customer-service hours?

Monday–Friday: 9:00 a.m.–6:00 p.m. Eastern Time
Saturday–Sunday: Closed

How quickly will you respond?

We generally respond within 24–48 hours on business days.

Complex matters involving:

• Privacy
• Legal claims
• Security
• Payment disputes
• Carrier investigations
• Product safety

may require additional time.

What information should I include when contacting you?

For faster assistance, include:

• Full name
• Order number
• Email address used during checkout
• Product name
• Tracking number, where relevant
• Clear explanation of the issue
• Supporting photographs or video, where appropriate

Do not send complete payment-card numbers, card security codes, passwords, or one-time authentication codes.

Company and Fulfillment Information

Who operates MARSTEN?

MARSTEN is operated by:

ZENTARA BRANDS LIMITED
Company Number: 78899970

What is your registered business address?

ZENTARA BRANDS LIMITED
Unit 2A, 17/F, Glenealy Tower
No. 1 Glenealy, Central
Hong Kong

This is an administrative registered address.

It is not:

• A retail store
• A showroom
• A customer-service office
• A public returns facility

Do not visit or send returns to this address.

What is your U.S. fulfillment address?

MARSTEN’s U.S. fulfillment network includes:

MARSTEN U.S. Fulfillment Center
10200 McKalla Place, Suite 200
Austin, TX 78758
United States

This is a logistics and processing facility.

It is not:

• A retail store
• A showroom
• A corporate office
• A customer-service location
• A location open to customer visits
• A general return address

Do not visit or send a return to this facility unless MARSTEN specifically provides this exact address in written return instructions.

Still Need Help?

Contact our customer-support team:

Email: [contact@marstenhome.com]
Phone: [+1 (512) 631-9468]
Contact form: [Contact Us]

Please include your order number when contacting us about an existing purchase.

You may also review:

• [About Us]
• [Contact Us]
• [Shipping Policy]
• [Return and Refund Policy]
• [Payment Policy]
• [Privacy Policy]
• [Cookie Policy]
• [Disclaimer]
• [Accessibility Statement]
• [Security Statement]
• [Terms of Service]