Frequently Asked Questions

Orders & Pre-Orders

Can I cancel or modify my order?

Orders begin processing shortly after payment is received and verified. Once an order has entered processing, been prepared for shipment, or been assigned to a logistics provider, it cannot be canceled or modified.

Certain products, including pre-order items, high-value electronics, limited-quantity products, and sealed collectibles, are offered on a final sale basis. Please review all product, storage, color, shipping, and contact information carefully before completing your order.

Can I cancel a pre-order?

No. Pre-orders are considered final once payment has been received and verified. Each pre-order reserves inventory specifically for the customer in advance of availability or release.

Product availability, manufacturer release dates, and estimated shipping dates may change due to circumstances outside our control. If Marfissa is unable to fulfill a pre-order, the customer will be contacted and may receive a replacement option, store credit, or refund, as applicable.

When is my order confirmed?

Orders placed using a manual payment method are confirmed only after payment has been received and successfully verified. Submitting an order does not by itself guarantee inventory until payment verification is complete.

Products & Availability

Are your products new?

Unless clearly stated otherwise on the product page, products sold by Marfissa are new and supplied in their original manufacturer packaging.

Are Apple products unlocked?

Apple devices identified as “Unlocked” on the product page are sold without a carrier contract. Customers are responsible for confirming eSIM, network, frequency, and carrier compatibility before purchasing.

Are Apple products covered by an Apple warranty?

Warranty eligibility may depend on the product, serial number, activation date, destination country, and Apple’s regional warranty terms. Customers should confirm applicable warranty coverage directly with Apple before purchasing if this is an important consideration.

Are collectible products factory sealed?

Collectible products described as factory sealed are supplied in their original sealed packaging. Albums and other products that are not individually sealed by the manufacturer are sold new and handled with care.

Can product availability or specifications change?

Availability, packaging, specifications, colors, release dates, and manufacturer details may change without prior notice. We make every reasonable effort to keep product information accurate and current.

Returns & Final Sale Items

Which products are considered final sale?

Pre-order items, high-value electronics, limited-quantity products, opened or activated electronics, and sealed collectible products are final sale unless otherwise required by applicable law or expressly stated in our Refund Policy.

These items cannot be returned or exchanged due to a change of mind, an incorrect selection, carrier incompatibility, or circumstances outside Marfissa’s control.

What if I believe my order has a problem?

Contact us promptly at contact@marfissa.com with your order number and supporting documentation. Each eligible request is reviewed individually in accordance with our Refund Policy.

Do not activate, open, repair, modify, or return a product without first receiving written instructions from Marfissa. Unauthorized returns may be refused.

Shipping & Delivery

Where does Marfissa ship?

Marfissa ships from the United States to eligible domestic and international destinations. Available delivery options depend on the product, destination, order value, and logistics requirements.

Do you offer delivery to Venezuela?

Yes. Eligible products may include coordinated door-to-door delivery to supported destinations in Venezuela. Marfissa selects and coordinates with a trusted independent logistics provider and monitors the shipment through delivery.

Available coverage, delivery conditions, and estimated transit times may vary by city, product, and logistics provider.

Is shipping to Venezuela included?

When a product or checkout option states that shipping to Venezuela is included, the displayed price includes the applicable coordinated delivery service described at checkout or on the product page. Any service not expressly included will be disclosed separately when applicable.

Are delivery dates guaranteed?

No. All shipping, release, and delivery dates are estimates. Delays may occur due to manufacturer schedules, carrier operations, customs procedures, weather, inspections, security measures, regional conditions, or other circumstances outside Marfissa’s direct control.

Will I receive tracking information?

Tracking information will be provided when available. For eligible Apple orders delivered to Venezuela, customers may also contact us by email or WhatsApp for personalized assistance and shipment updates.

What happens if my package is marked “Delivered” but I cannot find it?

If a shipment is marked as delivered, please check the delivery area, confirm whether another authorized person received it, and contact us as soon as possible.

Marfissa may assist with reviewing available delivery records or coordinating an inquiry with the logistics provider. A delivered status, recipient confirmation, signature, photograph, security code, or other proof of delivery may be considered evidence that the delivery was completed.

What happens if a shipment is lost in transit?

If a shipment is confirmed lost before delivery, Marfissa will coordinate the applicable claim with the selected logistics provider or insurer.

Any replacement or refund will be processed only after the loss has been investigated, formally confirmed, and the applicable claim has been approved or resolved. Investigation and claim-processing times are controlled by the logistics provider or insurer and may vary.

What if my order arrives damaged?

If your order arrives with visible shipping damage, contact us within 48 hours of confirmed delivery at contact@marfissa.com.

Please include:

Your order number
Clear photographs of the unopened outer shipping box
Photographs of the shipping label
Photographs of the internal packaging
Photographs and video showing the affected product

Please preserve all original packaging and do not activate, use, repair, or discard the product while the claim is under review. Claims submitted after 48 hours or without the required documentation may be denied.

Claims involving the internal contents of a factory-sealed product may be subject to the manufacturer’s warranty or support process.

Payments & Verification

What payment methods do you accept?

We currently accept selected manual payment methods, including Zelle or ACH bank transfer, supported cryptocurrency payments, and cash payment in U.S. dollars at authorized locations in Caracas or Maracay.

Available payment options and instructions are displayed during checkout. Orders are confirmed only after payment has been received and verified.

Do you currently accept credit or debit cards?

Credit and debit card payments are not currently available. Please select one of the available manual payment methods during checkout.

How long do I have to complete payment?

Payment should be completed within the timeframe stated in the checkout instructions or payment confirmation message. Unpaid orders may be canceled, and inventory may be released without additional notice.

Why is payment verification required?

Payment verification helps protect customers and Marfissa from fraud, unauthorized transactions, payment errors, and incorrect transfers. We may request reasonable supporting information before confirming or fulfilling an order.

Why was my order canceled?

Orders may be reviewed and, in limited circumstances, canceled due to non-payment, failed payment verification, suspected fraud, inventory limitations, pricing errors, inaccurate customer information, or other order-security concerns.

If Marfissa cancels a verified and paid order, the customer will be notified and any applicable refund will be issued to the original payment source or through another mutually agreed method.

What happens if there is a pricing or listing error?

In the event of a material pricing, specification, inventory, or listing error, Marfissa may correct the information or cancel the affected order before shipment. If a canceled order has already been paid, the applicable amount will be refunded.

Order Security

Do you take additional precautions for high-value orders?

Yes. High-value orders may require identity confirmation, payment verification, signature or recipient confirmation, delivery photographs, security codes, or other reasonable safeguards.

Marfissa may delay or cancel an order when the information provided cannot be verified or when fulfillment presents an elevated fraud or security risk.

Limitation of Liability

To the maximum extent permitted by applicable law, Marfissa’s liability relating to an order is limited to the amount paid for the affected product.

Marfissa is not responsible for indirect, incidental, consequential, or third-party losses resulting from carrier delays, customs procedures, network incompatibility, manufacturer restrictions, or circumstances outside our reasonable control.