Shipping Policy

Last Updated: July 29, 2026

MARSTEN is operated by ZENTARA BRANDS LIMITED (“MARSTEN,” “we,” “us,” or “our”).

This Shipping Policy explains the destinations we serve, available shipping options, processing and transit times, tracking procedures, delivery responsibilities, Shipping Protection terms, and the process for reporting delayed, lost, damaged, stolen, or misdelivered packages.

This policy applies to products purchased directly through marstenhome.com.

By placing an order through MARSTEN, you agree to this policy together with our Terms of Service, Payment Policy, Return and Refund Policy, and Privacy Policy.

Nothing in this policy limits any consumer right or remedy that cannot lawfully be excluded or restricted.

Shipping at a Glance

  • Shipping destination: Eligible addresses within the United States

  • Daily order cutoff: 12:00 p.m. Eastern Time

  • Processing time: 0–2 business days

  • Free Standard Shipping transit time: 7–9 business days

  • Free Standard Shipping estimated total: 7–11 business days

  • Shipping Protection transit time: 7–9 business days

  • Shipping Protection estimated total: 7–11 business days

  • Shipping Protection + Priority transit time: 6–8 business days

  • Shipping Protection + Priority estimated total: 6–10 business days

  • Tracking activation: Tracking may require 24–72 hours to begin showing movement

  • Business days: Monday through Friday, excluding applicable public holidays and facility or carrier closures

  • Carrier: Determined according to the product, destination, package, warehouse, and selected service

  • Delivery guarantee: Delivery dates are estimates unless MARSTEN expressly confirms a guaranteed date in writing

The complete terms and exceptions are stated below.

1. Shipping Destinations

MARSTEN currently ships to eligible addresses within the United States.

At this time, we do not ordinarily ship to:

  • Locations outside the United States

  • APO, FPO, or DPO addresses

  • P.O. boxes

  • U.S. territories, unless expressly available during checkout

  • Addresses located in areas where carrier service is restricted or unavailable

Certain oversized, heavy, restricted, or specially handled products may not be deliverable to every U.S. ZIP code.

Shipping availability is determined using factors such as:

  • Product type

  • Package dimensions and weight

  • Warehouse availability

  • Carrier restrictions

  • Delivery location

  • Access requirements

  • Applicable laws or transportation restrictions

If we cannot fulfill an order to the address provided, we will contact you using the information associated with the order.

2. Fulfillment Network

Orders are processed through MARSTEN’s U.S. fulfillment network.

Depending on the product and destination, an order may be prepared and dispatched by:

  • A MARSTEN-authorized warehouse

  • A third-party fulfillment provider

  • A product supplier

  • A distribution partner

  • Another authorized logistics provider

Products within the same order may be dispatched from different facilities.

MARSTEN remains responsible for customer service and administration of the order even where a third party assists with fulfillment or delivery.

3. Shipping Options and Costs

The following options may be available during checkout.

Free Standard Shipping

  • Cost: $0.00 USD on eligible orders

  • Processing time: 0–2 business days

  • Estimated transit time: 7–9 business days

  • Estimated total delivery time: 7–11 business days

Free Standard Shipping includes ordinary order tracking and the investigation of qualifying loss, damage, or delivery concerns.

It does not include the additional post-delivery theft protection described in Section 18 unless MARSTEN expressly agrees otherwise.

Shipping Protection

  • Cost: $4.99 USD

  • Processing time: 0–2 business days

  • Estimated transit time: 7–9 business days

  • Estimated total delivery time: 7–11 business days

  • Includes the optional Shipping Protection service described in Section 18

Shipping Protection + Priority

  • Cost: $9.99 USD

  • Processing time: 0–2 business days

  • Estimated transit time: 6–8 business days

  • Estimated total delivery time: 6–10 business days

  • Receives priority within MARSTEN’s internal order-handling process

  • Includes the optional Shipping Protection service described in Section 18

Priority handling affects the order’s place in our internal processing queue and may use a faster available shipping route.

It does not guarantee:

  • Same-day dispatch

  • Delivery by a specific date

  • Delivery at a specific time

  • Use of a particular carrier

  • Immunity from carrier or weather delays

The shipping methods, prices, and delivery estimates displayed during checkout for a particular order control if they differ from the general information on this page.

4. Shipping Charges and Optional Services

Shipping charges and optional shipping-related services are displayed before an order is submitted.

The selected option becomes part of the order total.

Optional Shipping Protection or priority charges are generally non-refundable after:

  • The order enters fulfillment

  • The applicable priority service has been performed

  • The shipment is dispatched

  • The Shipping Protection service becomes active

If an order is cancelled before the applicable optional service begins, the related charge will be refunded with the cancelled order.

Optional service charges will also be refunded where required by applicable law or where MARSTEN confirms that the purchased service was not provided.

Additional refund terms are stated in our Return and Refund Policy.

5. Order Cutoff and Processing Time

The daily order cutoff is:

12:00 p.m. Eastern Time

Orders submitted before the cutoff may begin processing on the same business day.

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

Our standard processing time is:

0–2 business days

Processing may include:

  • Payment authorization

  • Fraud and security screening

  • Address verification

  • Inventory allocation

  • Product preparation

  • Packaging

  • Label generation

  • Transfer to the carrier

Processing time ends when the applicable package is handed to or accepted by the carrier.

Transit time begins after carrier acceptance.

Orders are generally processed Monday through Friday, excluding:

  • U.S. public holidays

  • Days on which the applicable warehouse is closed

  • Days on which the applicable carrier does not accept packages

  • Emergency or operational closures

An order placed after the cutoff, on a weekend, or on a non-processing day will generally begin processing on the next applicable business day. This may move the estimated delivery date by one or more business days.

6. Business Days

For the purpose of our processing estimates, business days are Monday through Friday.

Business days do not include:

  • Saturdays

  • Sundays

  • U.S. federal public holidays

  • Other days on which the applicable warehouse or carrier is closed

A carrier may deliver packages on a Saturday, Sunday, or holiday in some locations. Such delivery activity does not change the business-day calculation used for our general processing estimates.

7. Estimated Delivery Times

Estimated total delivery time consists of:

  • Processing time; plus

  • Carrier transit time.

Delivery estimates may be affected by:

  • The order cutoff

  • Payment or fraud verification

  • Product and warehouse availability

  • The selected shipping method

  • The delivery destination

  • Carrier operations

  • Severe weather

  • Peak shopping periods

  • Public holidays

  • Road closures

  • Natural disasters

  • Labor disruptions

  • Building or property access restrictions

  • Incorrect or incomplete addresses

  • Transportation or supply-chain interruptions

  • Events outside our reasonable control

Unless MARSTEN expressly confirms otherwise in writing, all processing, dispatch, transit, and delivery dates are estimates rather than guarantees.

An estimated delivery range does not mean that the package will arrive at the earliest point in the range.

8. Pre-Dispatch Shipping Delays

We aim to have a reasonable basis for the shipping timeframe represented when an order is submitted.

If we determine before dispatch that we cannot ship within the represented timeframe, we will take the steps required under applicable law.

Depending on the circumstances, this may include:

  • Notifying you of the delay

  • Explaining the revised estimated shipping date

  • Requesting consent to the revised timeframe

  • Offering cancellation of the affected unshipped product

  • Cancelling the affected product and issuing a refund

Where your consent to a delay is required and is not obtained, we may cancel and refund the affected unshipped product.

Any approved refund will be issued to the original payment method in accordance with our Return and Refund Policy and Payment Policy.

9. Carrier Delays After Dispatch

A delay occurring after the package has been transferred to the carrier does not automatically cancel the order.

Carrier delays may result from:

  • Network congestion

  • Weather

  • Peak demand

  • Local delivery conditions

  • Transportation disruptions

  • Missed scans

  • Incorrect routing

  • Security screening

  • Access problems

  • Other carrier-related events

Contact us if:

  • Tracking has not updated for an unusual period

  • The package has exceeded the estimated delivery range

  • The carrier reports a delivery exception

  • You receive conflicting delivery information

We may review the tracking history, contact the fulfillment partner or carrier, and determine whether an investigation is appropriate.

If a package is confirmed lost before delivery, the available resolution may include:

  • A replacement shipment

  • A refund

  • Another appropriate resolution

The resolution will depend on product availability, carrier findings, payment status, Shipping Protection status, and applicable law.

We do not provide duplicate refunds, replacements, credits, or recoveries for the same loss.

10. Order Tracking

After an order has been dispatched, we will generally send a shipping-confirmation email containing the available tracking information.

Tracking may require 24–72 hours to begin showing movement after:

  • A shipping label is created

  • The package is prepared

  • The package is transferred to the carrier

  • The carrier performs its first physical scan

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

Customers are responsible for:

  • Monitoring the email address submitted with the order

  • Reviewing tracking updates

  • Monitoring expected delivery

  • Responding to reasonable carrier requests

  • Ensuring that the delivery location is accessible

  • Collecting packages from authorized access points, lockers, or holding locations

  • Contacting MARSTEN promptly regarding unusual tracking activity

Tracking may occasionally update late, display scans out of sequence, or temporarily show limited information because of carrier-system delays.

11. Multiple Packages and Split Shipments

An order containing multiple products may be fulfilled from more than one warehouse or sent in separate packages.

As a result:

  • Products may arrive on different dates.

  • More than one tracking number may be issued.

  • Different carriers may handle different packages.

  • One package may be delivered while another remains in transit.

  • A partial delivery does not mean that the remaining products were cancelled or lost.

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

There is no additional shipping charge solely because MARSTEN divides an order into multiple shipments.

Each package may be assessed separately for tracking, delivery, loss, damage, theft, return, replacement, or Shipping Protection purposes.

12. Carrier Selection

We may use carriers and delivery partners including, where available:

  • UPS

  • FedEx

  • USPS

  • Regional carriers

  • Local last-mile delivery providers

  • Other authorized transportation providers

We do not guarantee that a particular carrier will be used unless that carrier is expressly identified as part of a specific checkout service.

A carrier may transfer a package to another authorized carrier or local delivery partner for final delivery.

The name appearing in tracking may therefore differ from the carrier that initially accepted the package.

13. Accurate Shipping Information

Customers are responsible for providing complete and accurate shipping information during checkout.

This may include:

  • Full recipient name

  • Street number and street name

  • Apartment, unit, or suite number

  • Building or company name

  • City

  • State

  • ZIP code

  • Telephone number

  • Gate or access code

  • Delivery instructions

Review all information before submitting the order, including information automatically supplied by:

  • Shop Pay

  • PayPal

  • Apple Pay

  • Google Pay

  • A browser

  • A digital wallet

  • An accelerated-checkout account

We are not responsible for delays, failed delivery, or loss caused by incorrect, incomplete, inaccessible, or outdated information supplied or approved by the customer, except where applicable law requires otherwise.

14. Address Changes

Contact us immediately at contact@marstenhome.com if you need to request an address correction.

We cannot guarantee that an address can be changed after:

  • The order enters fulfillment

  • Inventory is allocated

  • A shipping label is generated

  • The package is packed

  • The package is transferred to the carrier

For security reasons, we may require verification of:

  • Customer identity

  • Payment authorization

  • Billing information

  • The original shipping address

  • The requested new address

We may be unable to redirect an order to an address materially different from the original billing or shipping address.

Where fulfillment has not begun, the original order may need to be cancelled and a new order placed using the correct information.

Submitting an address-change request does not confirm that the address has been changed.

An address change is effective only after MARSTEN confirms it in writing.

Do not request an unauthorized address change directly from the carrier. A carrier-requested change may:

  • Delay delivery

  • Cancel available Shipping Protection

  • Cause the package to be returned

  • Prevent us from verifying the delivery location

  • Affect eligibility for a refund or replacement

15. Incorrect, Incomplete, or Undeliverable Addresses

A package may be delayed, held, returned, disposed of, or otherwise classified as undeliverable because of:

  • An incorrect or incomplete address

  • A missing apartment, unit, or suite number

  • An invalid ZIP code

  • An inaccessible location

  • A missing gate or access code

  • Repeated unsuccessful delivery attempts

  • Failure to collect the package

  • Refusal to accept the package

  • An invalid telephone number

  • Failure to respond to the carrier

  • A carrier restriction

  • An unauthorized address change

If the package is returned to an authorized facility, we will review the matter after the package has been received, identified, and inspected.

Where permitted by law, the customer may be responsible for reasonable costs associated with:

  • Original shipping

  • Return transportation

  • Address correction

  • Carrier handling

  • Reshipment

A new shipping charge may apply if reshipment is requested and approved.

If an undeliverable package is disposed of or treated as abandoned under carrier procedures before it can be returned, the order is not automatically eligible for a refund or replacement. We will review the available records and applicable circumstances.

Any refund or store-credit eligibility will be determined under our Return and Refund Policy.

16. Refused Deliveries

Refusing delivery does not automatically cancel an order and is not a substitute for requesting an authorized return.

A refused package may:

  • Be returned to a facility not designated for customer returns

  • Incur transportation or carrier charges

  • Become delayed

  • Become difficult to identify

  • Be disposed of or treated as abandoned by the carrier

  • Fail to qualify for an immediate refund

Contact us before refusing a package whenever possible.

Refund eligibility for a refused shipment is determined only after the package has been:

Where permitted by law, applicable return transportation and carrier charges may be deducted from an approved refund.

17. Delivery Locations and Proof of Delivery

Depending on the address and carrier, a package may be delivered to:

  • The front door

  • A porch or other safe location

  • A mailbox

  • A parcel locker

  • An apartment mailroom

  • A reception desk

  • A building-management office

  • An authorized access point

  • A household member

  • Another person authorized to accept delivery

  • A location selected or approved by the customer through the carrier

Available delivery evidence may include:

  • Tracking status

  • Delivery date and time

  • Carrier scans

  • Delivery photographs

  • Signature confirmation

  • GPS or location information made available by the carrier

  • The address associated with the order

  • Mailroom, reception, locker, or access-point records

  • Carrier communications

  • Customer or recipient communications

A carrier’s delivery confirmation is evidence that the package was delivered to the address or authorized delivery location associated with the order.

It does not prevent us from investigating a genuine delivery concern and does not eliminate any right that cannot lawfully be excluded.

18. Optional Shipping Protection

Shipping Protection is an optional MARSTEN service available only when expressly selected and paid for during checkout.

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

The service provides an additional claim-review process for qualifying:

  • Loss before delivery

  • Material shipping damage

  • Theft after carrier-confirmed delivery

  • Delivery incidents supported by evidence but not resolved through ordinary carrier tracking alone

Shipping Protection does not reduce or replace any remedy that may otherwise apply to a product that is confirmed lost or materially damaged before delivery.

Its additional benefit primarily includes eligibility for review of qualifying theft after confirmed delivery and other covered delivery incidents under the terms below.

Shipping Protection Claim Timing

To request consideration under Shipping Protection:

  • Theft after a delivery scan should be reported within 7 calendar days after the recorded delivery date.

  • Visible shipping damage should be reported as soon as reasonably possible, preferably within 48 hours after delivery.

  • A package delayed in transit should be reported after it exceeds the applicable estimated delivery range or shows an unusual period without tracking activity.

Prompt reporting helps us preserve carrier records, delivery photographs, security information, packaging evidence, and other time-sensitive information.

These requested reporting periods do not reduce any non-waivable right available under applicable law.

Information We May Request

A Shipping Protection claim may require:

  • Order number

  • Description of the event

  • Photographs or video

  • Photographs of packaging and shipping labels

  • A signed declaration

  • Confirmation of the delivery address

  • Carrier communications

  • Completion of a carrier claim

  • Building or mailroom confirmation

  • Security-camera information

  • A police or incident report

  • Limited identity verification

  • Other reasonable evidence relevant to the claim

Possible Shipping Protection Resolutions

If a claim is approved, MARSTEN may provide:

  • A replacement shipment

  • A refund to the original payment method

  • Store credit accepted by the customer

  • Another appropriate agreed resolution

The available resolution may depend on:

  • Product availability

  • Claim circumstances

  • Delivery evidence

  • Carrier findings

  • Product value

  • Previous remedies

  • Applicable law

A particular remedy is not guaranteed merely because Shipping Protection was purchased.

Shipping Protection Exclusions

Shipping Protection does not cover:

  • An incorrect or incomplete address supplied or approved by the customer

  • An address changed without MARSTEN’s written authorization

  • Failure to provide required access information

  • Refusal of delivery

  • Failure to collect a package

  • A package redirected at the customer’s request

  • A package delivered to an address or location selected by the customer after dispatch

  • Delays that do not result in confirmed loss

  • Cosmetic damage to outer packaging where the product is not materially damaged

  • Damage occurring after delivery

  • Damage caused by assembly, installation, misuse, neglect, modification, repair, cleaning, or storage

  • Ordinary product defects unrelated to shipping

  • Fraudulent, inconsistent, unsupported, or materially misleading claims

  • Claims submitted outside the applicable period without a reasonable explanation

  • Loss connected with unlawful activity

  • Duplicate reimbursement

  • Amounts already recovered through a refund, replacement, store credit, carrier claim, payment dispute, chargeback, or another protection program

Shipping Protection does not provide more than one recovery for the same product or loss.

The customer must notify MARSTEN if another party provides reimbursement for the same incident.

No Automatic Approval

The presence of Shipping Protection does not guarantee automatic approval.

Each claim is assessed using the available:

  • Tracking

  • Delivery evidence

  • Customer information

  • Carrier records

  • Photographs

  • Declarations

  • Investigation results

  • Other relevant circumstances

Failure to provide reasonably requested information may prevent completion or approval of the claim.

19. Delivered but Not Received Claims

If tracking states that a package was delivered but you cannot locate it:

  • Check the delivery location and surrounding area.

  • Check with household members and neighbors.

  • Check with reception staff, mailroom personnel, or building management.

  • Review any carrier photograph or delivery notice.

  • Confirm that the shipping address associated with the order is correct.

  • Check any parcel locker or authorized access point.

  • Contact the carrier where requested.

  • Notify MARSTEN promptly.

We may review:

  • Carrier tracking

  • Delivery date and time

  • Delivery photographs

  • Delivery scans

  • Signature records

  • GPS or location information made available by the carrier

  • The shipping address

  • Customer communications

  • Carrier communications

  • Reception, mailroom, locker, or building records

  • Carrier-investigation results

Where reasonably necessary, we may request:

  • A signed non-receipt statement

  • Completion of a carrier claim

  • Confirmation from building management

  • Available security-camera information

  • A police or incident report

  • Reasonable identity or address verification

A carrier-confirmed delivery is not automatically eligible for a refund or replacement.

The claim will be assessed using the complete available evidence, whether Shipping Protection was purchased, and applicable law.

Knowingly submitting false information concerning delivery, theft, identity, address, or order receipt is prohibited.

20. Lost Packages

A package may be treated as potentially lost where:

  • Tracking has stopped updating for an unusual period

  • The carrier reports the package lost

  • The package materially exceeds the estimated delivery range

  • The carrier or fulfillment partner confirms that delivery cannot be completed

  • An investigation supports a finding of loss

A delay does not automatically mean that a package is lost.

We may require completion of a carrier or fulfillment investigation before providing a final resolution.

If the package is confirmed lost before delivery, the available resolution may include:

  • A replacement shipment

  • A refund

  • Another appropriate resolution

The resolution may depend on:

  • Inventory availability

  • Carrier findings

  • Payment status

  • Previous remedies

  • Shipping Protection status

  • Applicable law

21. Damaged Packages

Inspect the package and product promptly after delivery.

If an order arrives visibly damaged, contact us at contact@marstenhome.com as soon as reasonably possible.

Please include:

  • Your order number

  • A description of the damage

  • Clear photographs of the product

  • Photographs of the outer packaging

  • Photographs of the internal packaging

  • A photograph of the shipping label

  • Video where reasonably necessary to demonstrate the issue

Do not discard:

  • The product

  • The outer shipping carton

  • Internal packaging

  • Shipping labels

  • Accessories

  • Included components

Keep these materials while the matter is being reviewed.

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

Depending on the findings, the available resolution may include:

  • Troubleshooting

  • Replacement components

  • A replacement product

  • Return authorization

  • A partial refund accepted by the customer

  • A full refund

  • Store credit accepted by the customer

  • Another appropriate resolution

Damage caused after delivery by improper assembly, installation, misuse, unauthorized alteration, accident, neglect, or failure to follow product instructions is not considered shipping damage.

Product defects and return eligibility are further governed by our Return and Refund Policy.

22. Stolen Packages

If a package is confirmed delivered and you believe it was stolen afterward, notify MARSTEN promptly.

We may request:

  • A signed statement

  • A police or incident report

  • Security-camera records

  • Confirmation from building management

  • Carrier records

  • Proof of the reported delivery location

  • Other information reasonably required to investigate

A package stolen after valid delivery is not automatically eligible for a refund or replacement.

Where Shipping Protection was purchased, the claim may be reviewed under Section 18.

Where Shipping Protection was not purchased, we may still investigate:

  • Possible misdelivery

  • Carrier error

  • Conflicting delivery evidence

  • Another fulfillment issue

Customers should provide a reasonably secure delivery location and monitor tracking when delivery is expected.

23. Signature Confirmation and High-Value Orders

MARSTEN may require signature confirmation or another delivery-verification method for certain orders.

Factors may include:

  • Order value

  • Product type

  • Delivery location

  • Fraud indicators

  • Carrier availability

  • Prior delivery issues

  • Payment-provider requirements

Where signature confirmation is required:

  • Someone authorized to receive the package must be available.

  • The carrier may redirect the package to an approved pickup point after unsuccessful attempts.

  • Failure to sign or collect the package may result in return-to-sender handling and additional costs.

A customer-requested signature waiver, carrier release, safe-location instruction, redirect, or pickup-location selection may affect the available evidence and resolution of a later claim.

24. Order Verification and Shipping Holds

To protect customers and prevent unauthorized transactions, some orders may be placed on a temporary verification hold.

We may request confirmation of:

  • Customer identity

  • Payment authorization

  • Billing address

  • Shipping address

  • Telephone or email information

  • Other information reasonably necessary to validate the transaction

Where an order requires information or action from the customer, processing may be delayed or paused until the requested verification is completed.

If verification cannot be completed, we may cancel the order and refund any collected payment to the original payment method.

Do not send:

  • Complete payment-card numbers

  • Card security codes

  • Banking passwords

  • Digital-wallet passwords

  • Other unnecessary account credentials

Additional verification terms are provided in our Payment Policy and Terms of Service.

25. Order Changes and Cancellations

Contact us at contact@marstenhome.com as soon as possible if you wish to change or cancel an order.

Suggested subject line: Cancellation Request – Order 1234

Submitting a request does not guarantee that the order can be changed or stopped.

Cancellation or modification may no longer be possible after the order:

  • Enters fulfillment

  • Is allocated to a warehouse

  • Is prepared or packed

  • Receives a shipping label

  • Is transferred to the carrier

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

If cancellation is no longer possible, the product may be returned after delivery if it qualifies under the Return and Refund Policy.

Do not refuse delivery as a substitute for an approved cancellation or return.

Nothing in this section limits any cancellation or refund right that applies when MARSTEN cannot ship within the represented timeframe or where cancellation is otherwise required by law.

26. Returns Relating to Shipping

Shipping an order back to MARSTEN requires prior written return authorization.

Do not send a product to:

  • The original sender address

  • The address printed on the shipping label

  • The registered Hong Kong address

  • The U.S. fulfillment address

  • A carrier facility

  • A supplier

  • Any address found elsewhere online

unless MARSTEN has provided that exact address in written return instructions.

Depending on the product and fulfillment route, an authorized return may be assigned to a different processing facility.

Return eligibility, costs, condition requirements, refunds, inspections, and store-credit terms are governed by our Return and Refund Policy.

27. Payment Disputes Relating to Delivery

Contact us promptly regarding a genuine shipping or delivery concern so that we can investigate with the carrier or fulfillment partner.

Nothing in this policy prevents a customer from exercising a legitimate right through a bank, card issuer, payment provider, regulator, consumer-protection authority, or court.

If a payment dispute or chargeback is opened, we may provide relevant evidence including:

  • Order and checkout records

  • The shipping address supplied or approved by the customer

  • Address-verification results

  • Customer communications

  • Tracking history

  • Fulfillment records

  • Delivery confirmation

  • Delivery photographs

  • Signature records

  • GPS or carrier-location information

  • Building, locker, access-point, or reception records

  • Carrier-investigation results

  • Return, replacement, store-credit, or refund records

Customers must not knowingly:

  • Submit a non-receipt claim after receiving the order

  • Misrepresent the delivery address

  • Omit a replacement, refund, return, or prior resolution

  • Seek duplicate reimbursement for the same product or loss

  • Provide materially false delivery or theft information

Opening a payment dispute does not automatically establish that a package was not delivered.

Additional dispute terms are provided in our Terms of Service, Payment Policy, and Return and Refund Policy.

28. U.S. Fulfillment and Returns Processing 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 customer-service office

  • A corporate office

  • A location open to customer visits

  • A general address for unauthorized returns

Do not visit this facility or send a return to it unless MARSTEN has specifically provided this exact address in written return instructions for an authorized return.

Depending on the product, supplier, warehouse, fulfillment route, and reason for return, an approved return may be assigned to a different authorized processing location.

29. Changes to This Policy

We may update this Shipping Policy to reflect changes to:

  • Shipping destinations

  • Shipping options

  • Charges

  • Processing schedules

  • Delivery estimates

  • Carriers

  • Fulfillment operations

  • Shipping Protection

  • Legal or regulatory requirements

The current version will be posted on this page with a revised “Last Updated” date.

The version in effect when an order was submitted will generally govern that order, except where:

  • A later change is required by law

  • The parties agree otherwise

  • The later version is more favorable to the customer

30. Contact Information

  • Store Name: MARSTEN

  • Legal Company Name: ZENTARA BRANDS LIMITED

  • Company Number: 78899970

Customer Support

Customer Service Hours

  • Monday–Friday: 9:00 a.m.–6:00 p.m. Eastern Time

  • Saturday–Sunday: Closed

Our customer support team generally responds within 24–48 hours on business days.

When contacting us about shipping, include:

  • Your full name

  • Your order number

  • The email address used for the order

  • The applicable tracking number

  • A clear description of the concern

  • Relevant photographs or supporting information

Registered Company Address

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

The registered company address is not an authorized return address.