FAQ

Find answers to Matachi’s most frequently asked questions about shipping, returns, sizing, and orders

1. Does Matachi have a retail store?
No, Matachi is currently online only. We don’t have a physical store location just yet, but we look forward to expanding in the future.

2. Does Matachi offer in-person pick up?
Not at this time. All Matachi orders are shipped directly to your doorstep for your convenience.

3. Does Matachi offer express shipping?
We don’t currently offer express shipping. Standard shipping is available within the United States. Please see our full Shipping Policy for details.

4. Does Matachi accept returns or refunds?
Please double-check and verify your shipping address before placing your order. Matachi is not responsible for lost or stolen packages once they are confirmed as delivered by the carrier. Any incorrect address details may result in delays or undeliverable packages. For more details, please review our Returns & Exchanges Policy  and complete the Return & Exchange Form below ⬇️ to begin your request. 

5. Does Matachi allow exchanges?
Yes, Matachi honors exchanges for sizing issues only, and only if the requested size is available. Please see our Exchange Policy for requirements and processing times.

6. How do I initiate an exchange?
To start an exchange request, please email us at info@matachiofficial.com. Make sure to include your name, order number, and reason for exchange.

7. Does Matachi ship internationally?
Currently, Matachi ships exclusively within the United States. We hope to bring Matachi comfort to international customers soon!

8. What size should I order?
Please review our Size Chart and product descriptions before choosing your size. Our sleepwear is designed for comfort, but if you need help finding your perfect fit, email us at info@matachiofficial.com.

9. Can I change or alter an order after it’s placed?
We are unable to change or alter orders once confirmed. Please double-check all order details before completing your purchase.

10. Can I cancel my order?
All Matachi purchases are final and non-refundable. Once an order is placed at MatachiOfficial.com, we cannot accommodate cancellations.

11. What if my order arrives damaged or defective?
If you receive a defective or damaged item, please email us at info@matachiofficial.com within 14 days of delivery. Photos of the item may be required to help us resolve the issue quickly.

12. Does Matachi offer payment plans?
Yes, we offer Shop Pay and AfterPay Installments at checkout so you can enjoy Matachi comfort more flexibly.

13. How can I contact Matachi support?
You can reach us anytime at info@matachiofficial.com. Please allow 3–5 business days for a response during busy periods.

14. What is Route Package Protection?
If you include Route Package Protection at checkout, your order is covered in case of loss, theft, or damage during transit. Claims can be filed through the Route portal or via the confirmation email they send you.