Shipping policy

Shipping Policy - Mate & Maté

 

At Mate & Maté, we believe in sustainable production. All our products are made to order, meaning your item is printed and finished specifically for you after your purchase is confirmed.

1. Processing & Production Time

  • Production: Please allow 3–7 business days for your order to be produced and prepared for dispatch.

  • Busy Periods: During sales or holidays (e.g., Christmas), production may take up to 10 business days. We appreciate your patience.

2. Estimated Delivery Times

Once your order has been produced and handed to the carrier, estimated delivery times are as follows:

Region Estimated Delivery
Australia 5–10 business days
United States & Canada 7–15 business days
Europe 7–15 business days
Rest of the World 10–20 business days

Note: These are estimates provided by our shipping partners. Actual delivery times may vary due to customs processing, high demand, or logistics factors outside our control.

3. Tracking Your Order

Once your order is dispatched, you will receive a Shipping Confirmation email containing a tracking number and a link to follow your package's journey. Please allow 24–48 hours for the tracking information to update.

4. Customs, Duties & Taxes

International orders may be subject to import duties, taxes, and customs clearance fees once the shipment reaches your country.

  • These charges are not included in the product price or shipping cost.

  • All such fees are the sole responsibility of the customer. We recommend checking with your local customs office for more information.

5. Address Accuracy & Failed Delivery

It is the customer's responsibility to provide a correct and complete shipping address.

  • If a package is returned to us or our production partner due to an incorrect address, the customer will be responsible for the re-shipping costs.

  • We cannot offer refunds for orders delivered to an incorrect address provided by the customer.

6. Lost or Delayed Orders

If your order hasn't arrived within 5 business days after the estimated timeframe, please contact us at mateandmateshop@outlook.com with your order number.

  • Risk of Loss: Once the carrier confirms a "Delivered" status to the address provided, Mate & Maté is no longer responsible for the package (e.g., theft from a porch/mailbox).