AGE VERIFICATION
Products offered on MARSILEN are age-restricted and intended for use by adults of legal smoking age only. All orders on the website will be verified using industry-leading age verification software.
By entering our website, you confirm that you are of legal smoking age in your jurisdiction and agree to age verification.
Enter your Marsilen order number and the email used at checkout. If you already received a carrier tracking number, you can check that directly too.
Use the same email address you entered at checkout. Your order number is shown in the Marsilen order confirmation email.
No result? Recheck the order number and checkout email first. If the details are correct, use the Help Center or contact support.
Use this option after a shipment confirmation has given you a carrier tracking number.
This carrier lookup is powered by 17TRACK, which Marsilen also references for shipment tracking. You can also open 17TRACK directly.
Tracking usually becomes useful after your parcel has been dispatched. The carrier then adds scans as the parcel moves through its network.
Your order confirmation contains the Marsilen order number used in the lookup above.
The warehouse processes the order. A carrier tracking page may not show a scan at this stage.
After handover, shipment events are added by the carrier as the parcel moves through its route.
Use the latest carrier event for local delivery progress and the final delivery scan.
There can be a gap between a Marsilen dispatch update and the next carrier scan. Check the latest event, then use the points below before opening a support request.
Send support your order number and a short description of what looks wrong. That gives the team a useful starting point.
These are the checks worth making before you contact support.
Check the order confirmation email sent after checkout. Use that Marsilen order number together with the same checkout email in the first tracking tab.
Carrier tracking normally starts after dispatch, not at the moment the order is placed. Marsilen states that tracking is sent after dispatch, so a new order may not have a carrier scan yet.
A tracking page changes when the carrier records a new event. If there has been no update for an unusually long period or the expected delivery window has passed, compare the latest event with the Shipping Policy and then contact support.
Yes. Marsilen’s Shipping Policy says larger orders may be divided into several packages. In that case, follow each tracking number separately because the parcels can move on different schedules.
Contact Marsilen as soon as possible if you need a change. The current Shipping Policy says an order that has already shipped cannot be canceled. See the policy for the current terms that apply to your order.
