A few of the most common questions we recieve are listed below.
To start a warranty claim, please include the following information in your email:
- Order number/proof of purchase
- Photo of warranty/defect
- Shipping address
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. Please email customerservice@MatadorUp.com to schedule your return. We kindly ask for 3-5 business days upon receiving orders to process 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.
USPS delivery vans have GPS that sometimes automatically updates a shipment as "delivered" prematurely. Wait another business day because the package was most likely marked as delivered accidentally, and will arrive the following day.
Our packages can be really small, so they are often delivered to the mailbox like a letter. Please check your mailbox and see if you can find the package. If you have a front desk or reception area, please check with the desk attendant. Also be sure to check with any family members or roommates to see if they received the package on your behalf.
Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the USPS HOTLINE (this can take a lot of time, and in the end, they only tell you what your tracking says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information.
If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim or click here to file online. We can reship the package if it is deemed as lost by USPS. Matador does not refund on packages marked as delivered.
What to do if your order was shipped FedEx:
Allow an extra business day for your parcel to arrive.
File a claim with FedEx: https://www.fedex.com/apps/onlineclaims/?locale=en_US or call their hotline 1 800-463-3339.