HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer emails in the order they are received and we try to respond as promptly as possible. We aim to reply within 1-3 business days, but please bear in mind that we are a small, busy team!
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is fulfilled, it's not possible to process address change requests. If you notice an error after placing an order, please email us ASAP with your name and order # so we can try to make corrections to your package before it is shipped.
HOW LONG IS THE PROCESSING PERIOD?
Order processing/fulfilment times are between 1-3 business days after the day you placed your order.
GENERAL SHIPPING INFORMATION:
We process all orders Monday - Friday (excluding holidays). Soon after placing your order, you will be notified that your package has been processed, and again when your order has shipped (with a tracking number provided). We are proud that over 90% of orders are fulfilled within 1-3 business days after order placement, but please bear in mind delays are possible.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive apart.
OUT OF STOCK/BACKORDERED ITEMS:
In the event that any of your items are out of stock, we will send you an email to let you know when we expect to have the items shipped out by. If the items are not expected to be restocked within 2 weeks, we will just automatically refund you for those items.
HOW CAN I TRACK MY ORDER?
Simply go to the Track My Order link on the Home Page or in the Main Menu and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping may take as long as 3 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic delivery issues become the responsibility of your local courier once it’s been shipped from our warehouse or suppliers. Please contact the courier for your order to locate your package in the first instance.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER?
If any of your purchased items are missing, please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at support@matchaselects.com.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We sincerely apologise that your shipment didn't arrive in perfect condition! Please contact us immediately with your name and order number for further assistance, and we'll be happy to help, subject to our 30-day Money Back Guarantee. Please either use the Contact Us tab or email us at support@matchaselects.com.
