Shipping Policy

Last Updated: August 22, 2026

Thank you for shopping with Mateora. We’re committed to getting your order to you as quickly and reliably as possible.

This Shipping Policy explains how order processing, delivery, tracking, and shipping-related issues are handled.

Order Processing

Orders are processed in the order they are received.

Once your order has been successfully placed, you will receive an order confirmation email. After your order has been processed and shipped, you will receive a separate shipping confirmation email containing tracking information when available.

Orders placed during weekends, holidays, or periods of unusually high order volume may require additional processing time.

Shipping Locations

Mateora currently ships to customers within the United States.

We do not currently offer international shipping.

Shipping availability may change in the future.

Shipping Rates

Shipping costs, if applicable, will be calculated and displayed during checkout before you complete your purchase.

From time to time, Mateora may offer free or discounted shipping promotions. Any applicable requirements or restrictions will be displayed as part of the promotion.

Estimated Delivery Times

Estimated delivery dates or shipping timeframes may be displayed at checkout or provided after your order has shipped.

Delivery estimates are not guaranteed and may be affected by circumstances outside of Mateora’s control, including:

• Carrier delays

• Severe weather

• Holidays

• High shipping volumes

• Transportation disruptions

• Incorrect or incomplete shipping information

• Other circumstances affecting the shipping carrier

Once a package has been transferred to the shipping carrier, delivery times are primarily determined by the carrier.

Order Tracking

When tracking information is available, it will be sent to the email address associated with your order.

Please allow some time after receiving your shipping confirmation for tracking information to update within the carrier’s system.

If your tracking information has not updated for an extended period or you believe there may be an issue with your shipment, contact us at support@mateorastore.com.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information when placing an order.

Please review your shipping details carefully before submitting your purchase.

If you notice an error in your shipping information, contact us immediately at support@mateorastore.com.

We will do our best to make changes before the order is processed or shipped, but we cannot guarantee that modifications can be made once fulfillment has begun.

Mateora is not responsible for delays, failed deliveries, or lost packages resulting from incorrect or incomplete shipping information provided by the customer.

Address Changes

Once an order has shipped, we may not be able to change the delivery address.

If your package has already been transferred to the shipping carrier, you may need to contact the carrier directly regarding available delivery options.

Delayed Shipments

Occasionally, shipments may experience delays that are outside of our control.

If your package is delayed, we recommend checking the tracking information provided by the carrier first.

If there has been no tracking movement for an unusual period of time, contact support@mateorastore.com and our team will assist you in reviewing the situation.

Lost or Missing Packages

If your tracking information shows that your order has been delivered but you cannot locate the package, please first:

• Check around your delivery location

• Check with other members of your household

• Check with neighbors, building staff, or your mailroom if applicable

• Allow additional time, as some carriers may mark packages as delivered shortly before actual delivery

If you still cannot locate your order, contact us at support@mateorastore.com and we will review the situation with you.

Mateora is not responsible for packages that are stolen or lost after confirmed delivery. However, we will do our best to assist you with available next steps.

Damaged Packages

If your order arrives damaged, please contact support@mateorastore.com as soon as possible.

Please include:

• Your order number

• A description of the issue

• Clear photos of the damaged product and packaging

Our support team will review the situation and determine the appropriate resolution.

Please retain the damaged product and packaging until your request has been reviewed.

Returned-to-Sender Packages

Packages may be returned to us because of:

• An incorrect shipping address

• An incomplete address

• Failed delivery attempts

• Refusal of delivery

• Other carrier-related issues

If your package is returned to sender, contact support@mateorastore.com for assistance.

Additional shipping charges may apply if the package needs to be shipped again due to an incorrect or incomplete address provided when the order was placed.

Multiple Packages

In some circumstances, products from the same order may be shipped separately.

If this occurs, you may receive more than one tracking number and your packages may arrive on different days.

Shipping During Promotions and Holidays

During major promotions, product launches, holidays, or periods of high demand, order processing and shipping may take longer than usual.

We appreciate your patience during these periods and will work to process orders as efficiently as possible.

Contact Us

If you have questions about your order, tracking information, or shipping, please contact:

support@mateorastore.com

Our support team will be happy to assist you.