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Customer Service

All of your customer service needs in one place.
Questions, comments, product info... we'd love to hear from you.
Email: CustomerService@MatadorUp.com
Note that email is the fastest, easiest way to get your issue resolved.

Phone: 1-720-242-6437 (M-F 8AM-5PM Mountain Time)

Returns (USA):

Matador has a standard 30-day return policy from the date of order. Returned goods must be unused and returned in the condition in which they were shipped. Returns after 30 days will not be accepted. Customers are responsible for the cost of return shipping.

To make a return, please email CustomerService@MatadorUp.com and include the name or order number.  We kindly ask for 3-5 business days upon receiving the order to process your return.

International Returns:  Matador has a standard 30-day return policy from the date of order. Returned goods must be unused and returned in the condition in which they were shipped. Returns after 30 days will not be accepted. Buyer is responsible for the cost of shipping goods back to Matador unless the item is damaged or defective upon arrival.  Shipments rejected at customs due to customer request or refusal to pay duties are not considered to be a return. Voluntarily rejected shipments are subject to THESE TERMS.

To make a return, please email CustomerService@MatadorUp.com and include the name or order number. Upon receiving the item in the condition in which it was shipped, we will process a full refund.

International Orders, Shipping, Duties, Taxes, Etc.: The buyer is responsible for all costs associated with import to the destination country. This includes all duties, taxes, and brokerage fees associated with the order. Free International Shipping only covers the cost of shipping and does not include duties or taxes. Orders placed with the Free International Shipping option are subject to the Terms and Conditions FOUND HERE.

Lost Package:

If you received a notification that your package was delivered but you have not received anything, please click here for more information.

Warranty:

At Matador, we believe in transparency.  We don’t offer ambiguous “lifetime” warranties that cover “the life of the product, not the lifetime of the user.”  Instead, we tell you exactly what you can expect from our warranty and we live up to it.  You can find the details of the different warranties we offer below:

Matador 1-Year Warranty: Matador products all carry a 1-year warranty on material and workmanship defects unless otherwise specified. If you have an issue with a Matador product within 1 year of the original purchase date, we will replace, refund or repair the item free of charge.  Replacements will be of equal or greater value and have similar features and functionality to that of the originally purchased product.  If this can’t be achieved, Matador reserves the right to replace items with a comparable item of lesser value and refund the retail price difference to the customer. Under this warranty, material refers to fabric, buckles, zippers, etc., while workmanship refers to construction of the product. Damage due to wear and tear such as rips, tears, or abrasion may be repairable.  Repaired items will be brought back to their original functionality. This warranty does not cover contents of a bag, abuse, unusual use, loss of parts or damage otherwise caused by the customer outside of normal wear and tear.  This warranty does not cover cosmetic damages or changes over time, as long as the functionality of the product is not affected.

Matador 2-Year Warranty: For products listed with a 2-year warranty only: If you have an issue with a Matador product within 2 years of the original purchase date, we will replace, refund or repair the item free of charge. Replacements will be of equal or greater value and have similar features and functionality to that of the originally purchased product. If this can’t be achieved, Matador reserves the right to replace items with a comparable item of lesser value and refund the retail price difference to the customer. Under this warranty, material refers to fabric, buckles, zippers, etc., while workmanship refers to construction of the product. Damage due to wear and tear such as rips, tears, or abrasion may be repairable. Repaired items will be brought back to their original functionality. This warranty does not cover contents of a bag, abuse, unusual use, loss of parts or damage otherwise caused by the customer outside of normal wear and tear. This warranty does not cover cosmetic damages or changes over time, as long as the functionality of the product is not affected.

Warranty Restrictions: Purchases from unauthorized retailers on third-party sites, platforms, or stores (example: eBay, Amazon), may not be covered under warranty.  Proof of purchase will be required to file a warranty claim.

Warranty Claims: Please contact CustomerService@MatadorUp.com to make a warranty claim. Please include a name and order number, original order confirmation, or a photo/scan of your original purchase receipt.

We always try to take good care of our customers. At our sole discretion, Matador may consider warranty claims that do not meet the above requirements. If you fit this description or don't have your original receipt, reach out to CustomerService@MatadorUp.com with your issue and we will determine if we can still cover the issue under warranty. Pro tip: We’re much more likely to help you in these instances if you’re a nice person.