FAQs

  • Ordering
  • Which countries do you ship to?

Australia

Austria

Belgium

Brazil

Canada

Croatia

Czech Republic

Denmark

Estonia

Finland

France

Germany

Gibraltar

Greece

Hong Kong

Hungary

India

Indonesia

Ireland

Israel

Italy

Japan

Latvia

Lithuania

Luxembourg

Malaysia

Malta

Netherlands

New Zealand

Poland

Portugal

Russia

Saudi Arabia

Serbia

Singapore

Slovakia

Slovenia

South Korea

Spain

Sweden

Switzerland

Thailand

Turkey

United Arab Emirates

United Kingdom

United States of America

 

 

 

 

What payment methods are supported?

  • We accept Visa, MasterCard, and Paypal.

Is my information and privacy secure on your website?

 

Orders
How long will my order take to arrive?

  • Shipping takes 1-2 business days and delivery takes:
    • Canada/USA: 2-5 business days
    • International standard shipping: 9-15 business days
    • International Priority Mail shipping: 6-8 business days. 
    • International Priority EXPRESS shipping: 3-5 business days.  

Pricing and Currency. 

  • All prices are in US dollars (USD)
  • Price has been adjusted since January 16th, 2018. 

Can I track my order?

  • You will be provided with a tracking number to monitor the progress of your package online. It may take up to 24 hours for tracking information to be updated

Can I change or cancel my order?

  • You may be able to change or cancel your order up until you receive the email notifying you that your package has been shipped. We ship within 24-48 hours of receiving your order. Contact support@marsquest.co as soon as possible with your change or cancellation. We do not guarantee a change or cancellation is possible.
  • If you wish you change or cancel your order after you have received the shipping notification you must follow the return/exchange policy here (https://www.marsquest.co/pages/shipping-return-policy)
  • Contact support@marsquest.cofor all inquiries

 

Size
What do the numbers on the inside of the sunglasses represent?

  • This is additional information about the size of the sunglasses in millimeters. For example: 56-16-145. They stand for the width of the lens (56) - the distance between the lenses (16) - the length of the arm including the piece behind the ear (145).

 

Sunglasses
Do you offer prescription lenses?

  • We do not offer prescription lenses, however, you can take your sunglasses to an optometrist and they should be able to make the necessary adjustments

Where are your sunglasses manufactured?

  • Our sunglasses are produced in China by the same manufacturer of popular brands like Ray-Ban, Oakley, and Burberry.

Where can I try on your sunglasses?

  • We do not currently have physical stores for customers to try on our sunglasses. For photo reference of how our sunglasses look while worn, visit our Instagram, @marsquest.

What colour does the wearer see when MARSQUEST sunglasses are on?

  • The colour varies depending on the outer lens colour. This is due to the design and process of coating the outside lens. For more specifics, email support@marsquest.co.

Why might my sunglasses be slightly crooked?

  • Placing the frames on a surface, more than 98% of the frame will be balanced, the remaining 2% will have a half centimeter height difference. However, they can be easily adjusted according to your face shape. Some people might not have symmetrical faces, so with TR90 material, these shades can be bent to best suit their needs.

Shipping

What shipping courier do you use?

  • Canada: Canada Post Expedited Parcel Service/Purolator
  • USA: USPS First-Class Package Service
  • International: Asendia International Tracked/DHL ecommerce/ United Parcel Service

Additional note: Intl’ shipping is normally taking 9-15 business days. However, due to busy hours, sometimes the shipping might take longer: 9-21 business days.

 

Intl' shipping

 

  • DUTIES/TAXES/TARIFFS- Some countries may have extra fees for imported goods, we have no control over this and all fees will be your responsibility. MARSQUEST will NOTmark your packages as "SAMPLE" OR "GIFT" to avoid these TAXES.

 

  • EXTRA DELIVERY FEE- Some post officer/shipping company may ask for paying an extra delivery fee, we have no control over this. You may check this issue directly with the post office or file a claim with the shipping company. MARSQUEST did PAY all the postage fees before shipping the package to your destination.  

What should I provide for a smoother international shipping?

 

  • In order to ship your package properly, all the PO BOX#/Area code/ Post code is mandatory, cannot be blank.
  • The PO BOX# is usually your regional post office mail box#.
  • Address Format

 

  • New Zealand

Name: Example MARSQUEST

Street/Street#: 47 Example Rd

Suburb: Example Mount Eden

City: Example AUckland

Area code: Example 7044

Telephone#: XXX-XXX-XXX

What should I do if I do not receive my order?

  • Sometimes courier tracking systems are delayed between the date of delivery stated to when packages are actually dropped off. Please allow 2-3 business days for your package to arrive. If after 3 business days you have not received your package please email support@marsquest.co for further assistance.


Returns

  • Refer to return policy www.marsquest.co/pages/shipping-return-policy
  • Manufacturers warranty
  • From date of purchase we offer a 1-year warranty that covers manufacturing defects. This warranty does not cover lens scratches, and alteration, misuse, abuse, or installation of non-MARSQUEST lenses will void this warranty.
  • If you would like to make a warranty claim, email support@marsquest.cowith a description of the issue and photographs of the affected product

 

General Inquiries

  • For all inquiries contact support@marsquest.co
  • Press, wholesalers, affiliates, brand ambassadors
  • If inquiring about an order, include your full name and order number in the email