SHIPPING & RETURNS
SHIPPING POLICY
AUSTRALIA SHIPPING
FREE shipping on any order $80+ for Australia only.
Shipping is calculated at checkout. Standard shipping costs $8.99. All orders are shipped within 24 hours from Monday - Friday unless otherwise noted. Standard Shipping is typically delivered within 2 to 7 business days. We do provide the option to select another carrier if you'd like faster shipping.
INTERNATIONAL SHIPPING
Shipping is calculated at checkout based on destination and weight of the products. Customs and duties are the responsibility of the receiver. We'll properly document goods for shipment which will include value of goods, packing slips, and customs forms.
LOST OR STOLEN
Once orders leave our warehouse, we are not responsible for lost or stolen packages. Please contact the carrier directly to place the claim.
If the package is delivered to the wrong address due to a customer's mistake and not returned to us, it is considered a customer's fault and we are unable to refund it. Please place a new order with the correct shipping address/information if you would like your order re-sent.
REFUSED OR UNDELIVERED
Refused or undeliverable packages are subject to return shipping costs that vary by the shipping method used in the original order. Refused, insufficient address, or undeliverable packages will be refunded once they are returned to us, minus all shipping charges, which will be deducted from your original payment. Please place a new order with the correct shipping address/information if you would like your order re-sent.
RETURN & EXCHANGE POLICY
Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact us first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.
We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse.
MATE MATES is not responsible for packages sent with a return label not provided by us, or without the original packing slip.
DAMAGES AND ISSUES
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
EXCHANGES
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted and refunded, make a separate purchase for the new item.