Shipping policy
Order Confirmation & Processing
You will receive an automatic confirmation email when your order has been successfully placed. We appreciate your trust in Matachi, and once an order is confirmed, cancellation is not permitted. If you have any questions or concerns about your order, please reach out to us at info@matachiofficial.com.
Processing Time
Please allow 3-5 business days for order processing. During new collection launches or major holidays, processing may take a bit longer as we carefully prepare each order.
If a longer timeframe is needed, it will be clearly stated in the product description. We encourage you to read all product descriptions carefully before placing your order.
Shipping Coverage
At this time, Matachi ships exclusively within the United States. We look forward to expanding our reach in the future so more comfort seekers can experience the Matachi difference.
Shipping Updates
Once your order ships, Matachi will send you an email with tracking information so you can follow your comfort on its journey to you.
Transit Responsibility
Matachi is not responsible for items lost or stolen during transit. All risks associated with shipping are assumed by the courier and consumer. For any transit-related issues, please contact the shipping carrier directly.
For all shipping questions or concerns, please email info@matachiofficial.com.
PRE-ORDERS
For pre-order items, delivery is expected within the timeframe specified in the product description. For further details about your pre-order, please contact us at info@matachiofficial.com.
PACKAGE PROTECTION
If you included Route Package Protection with your order, please use Route's claim portal to file a claim for any lost or stolen packages.
If you suspect your item(s) have been lost or stolen during transit, please file a claim with the shipping carrier before contacting our support team. We cannot assist with lost or delayed packages without a claim number.
Rest easy knowing your Matachi comfort is on its way. Sweet dreams start here. 🌙✨
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