SHIPPING AND DELIVERY
MATT & NAT is not responsible for shipment delays or delivery issues once a package has left our warehouse and is in possession of the courier.
Please note that due to recent safety measures and unprecedented times, couriers are no longer requiring signatures upon delivery.
Should a package be marked as delivered by the courier as per the tracking information and cannot be retrieved at the shipping address, MATT & NAT does not claim responsibility for the loss. Unfortunately, we do not replace nor refund an order after it has been confirmed as delivered to the correct address by the courier. We would recommend contacting the courier to proceed with resolving this matter.
We are committed to do all in our power to ensure our clients’ orders are completed fully and without delay. However, please note orders’ arrival dates cannot be guaranteed as the volume of orders, postal mishandling and technical malfunctions could have an influence. We ship Monday through Friday, excluding weekend and select holidays. It takes 2-4 business days to process your order. Once the order is processed and shipped out, an email with your tracking number will be sent. We only offer regular shipping at this time. Transit time and courier service may vary depending where your item was shipped from.
The following information is the estimated timeframe you should receive your order after it has been shipped:
|Destination||Service||Estimated transit time|
|Canada||UPS, FedEx or Canada Post.||3-7 business days|
|United States||UPS, FedEx or Canada Post.||3-10 business days|
|UK||Royal Mail||3-5 business days|
|Europe||DPD or TRAKPAK||7-14 business days|
|International||UPS, FedEx, or Canada Post.||10-15 business days|
|Australia||UPS, FedEx, or Canada Post||10-15 business days|
CANADA & US ORDERS:
Orders going to both Canada and the U.S are shipped from our Canadian warehouse via UPS, FedEx or Canada Post.
UPS & FedEx
UPS and FedEx will return the package to our warehouse after the 3rd unsuccessful delivery attempt. They may hold the package at a facility near you after the 3rd unsuccessful delivery attempt. Check the UPS and FedEx site frequently for any status updates. A notice card will be left where you may pick up the parcel. If you do not receive a notice card, please contact UPS and FedEx to confirm the facility address for pick up. Please visit the UPS and FedEx site for further information.
If your package is returned, please contact us at firstname.lastname@example.org for further assistance.
UPS & FedEx does not ship to PO Boxes therefore; it is best to provide a residential/work address.
European orders are shipped out from our UK warehouse either via TRAKPAK or DPD.
For international orders, we use UPS, FedEx or Canada Post as the courier service. On rare occasion, international shipping to some countries can take up to 2 weeks. We are not responsible for any delays caused by the destination country’s customs clearance process or by the courier transit time.
Orders going to Australia are shipped from our warehouse in Canada via UPS, FedEx or Canada Post.
DUTIES AND INTERNATIONAL FEES:
Typically, applicable customs or import duties are charged when the package arrives at its destination country. Fees on a shipment have to be paid by the receiver (also applicable to retail and wholesale customers). These fees are paid to your local carrier or government. These fees are not implemented or collected by MATT & NAT, and thus cannot be refunded. MATT & NAT does not have control over these fees and cannot estimate or confirm what the fees would be, since customs policies and import duties vary from country to country. We recommend contacting the local customs office for information on fees before placing your order, to avoid unforeseen charges.
Europe/International/Australia: We ship packages DDU (duties and taxes unpaid) and can be subject to import duty. We are unaware of these charges and if contacted via our shipper, our customer will be responsible for these charges prior to receiving their order. Please contact your local customs office for further details of these charges.
WRONG ADDRESS DISCLAIMER:
It is the responsibility of the buyer to make sure that the shipping address is entered correctly. If the wrong shipping address is provided, please contact us at email@example.com immediately! We do our best to speed up processing and shipping times, hence there is a small time gap to correct/change the address of your order and cannot guarantee the change. If the parcel is shipped with the incorrect address the courier may not accept an address change. If the parcel is returned and the buyer requests to reship the parcel additional shipping fees may be applied.
ORDER CANCELLATION/ MODIFICATION:
If you decide to cancel or modify your order please write to us at firstname.lastname@example.org as soon as you place your order. We will do our best to make the change however, we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so. If it’s too late for our team to cancel/modify your order, you can return your order to us once you’ve received it.
Please note, if a MATT & NAT account is created after placing an order, the order will not appear in your dashboard. We are also unable to link the order to a new account. Only orders placed with a MATT & NAT account will appear in your account. If you place an order as a guest, you will still receive a shipping notification with a tracking number.