Shipping Policy
Effective date: October 14, 2026 | Last updated: October 14, 2026
This policy explains where we ship, how long orders take to arrive, what shipping costs, and what happens if something goes wrong in transit.
1. Order processing
Orders placed before 2:00 PM EST on a business day are picked and packed the same day. Orders placed after that cut-off, at weekends, or on public holidays are processed on the next business day. You will receive a confirmation email when your order is placed and a second email with tracking details when it leaves our warehouse.
Occasionally a high volume of orders, a carrier delay or an inventory recount will push processing to two business days. If that happens and it affects your delivery estimate, we will tell you by email rather than leave you guessing.
2. Delivery times and costs
- United States – Standard: 3 to 5 business days, free on orders over $150, otherwise $9.95.
- United States – Express: 1 to 2 business days, $24.95.
- Canada and Mexico: 5 to 9 business days, calculated at checkout.
- United Kingdom and European Union: 7 to 12 business days, calculated at checkout.
- Australia, New Zealand and Asia-Pacific: 8 to 14 business days, calculated at checkout.
Delivery estimates are business days from dispatch, not from order placement, and exclude customs clearance time for international parcels.
3. Tracking your order
Every parcel ships with a tracking number. Tracking details are emailed as soon as the label is generated. Tracking can take up to 24 hours to show its first scan, because the carrier has to receive the physical parcel first.
4. International orders, duties and taxes
Prices are shown in US dollars. Orders shipped outside the United States may be subject to import duties, value-added tax and customs handling fees levied by the destination country. These charges are the responsibility of the recipient and are not collected by us or included in your order total. We are required by law to declare the true value of the goods on the customs form, so we cannot mark an order as a gift or understate its value.
If a parcel is refused at customs and returned to us, we will refund the product price less any return shipping and duties we are charged. If you would like an estimate of duties before ordering, your local customs authority can provide one.
5. Address accuracy
Please check your shipping address carefully before completing checkout. Once an order has been dispatched we cannot change the address. If a parcel is returned to us as undeliverable because of an incorrect or incomplete address, we will contact you to arrange redelivery and the additional shipping cost will apply.
6. Lost, delayed and damaged parcels
- Delayed: if tracking has not updated for 5 business days on a domestic order, contact us and we will open a trace with the carrier.
- Lost: if the carrier confirms the parcel is lost, we will reship it or refund it in full, at your choice, at no cost to you.
- Damaged in transit: report it within 7 days of delivery with a photograph and we will replace it or refund it, including shipping. See our Refund & Returns Policy.
7. Wrong address and refused deliveries
If you refuse a delivery, the parcel will be returned to us. Once it arrives we will refund the product price less the outbound and return shipping costs we have been charged.
8. Product storage on arrival
Store all supplements in a cool, dry place, away from direct sunlight, and keep the lid tightly closed. Do not use a product after its expiry date. If a product arrives warm from transit, allow it to return to room temperature before opening – this does not affect its quality.
9. Contact us
Questions about a shipment, or a delivery that has not arrived, should go to:
- Email: ChayChatee608@gmail.com
- Customer care hours: Monday to Friday, 9:00 – 18:00 (EST)
- Postal address: 1201 Orange Street, Suite 600, Wilmington, DE 19801, United States
Related policies
Contact us
If you have any question about this policy, please write to us and we will respond within one business day.
- Email: ChayChatee608@gmail.com
- Customer care hours: Monday to Friday, 9:00 – 18:00 (EST)
- Postal address: 1201 Orange Street, Suite 600, Wilmington, DE 19801, United States
Mateon – https://mateon.shop
