Shipping
Shipping Fees
Canada
- Mat&Max offers FREE SHIPPING everywhere in Canada for all orders over $49 (after discounts and before taxes).
- Shipping fees for orders under $49 (after discounts and before taxes) are $10 (flat rate).
- Packages are shipped from Monday to Friday.
- No additional customs fees and extra charges.
United States
- Mat&Max offers FREE SHIPPING everywhere in the continental United States for all orders over $75 (after discounts and before taxes).
- Shipping fees for orders under $75 (after discounts and before taxes) are $10 (flat rate).
- Packages are shipped from Monday to Friday.
Delivery Times
Orders are usually processed within 4 business days, but this may vary depending on the availability of products ordered. This period excludes delivery times, which depend on your geographic location.
Estimated delivery times:
- Canada
- British Columbia and Alberta: 3-6 business days
- Manitoba and Saskatchewan: 3-5 business days
- Quebec and Ontario: 1-4 business days
- Newfoundland, Labrador, Nova-Scotia, P.E.I, New Brunswick: 2-6 business days
- United States
- 3-6 business days
For more remote areas in Canada, certain additional delays and conditions may apply.
Carrier Delivery Delay
Our delivery times are for information only and do not constitute a guarantee. That said, if you experience an unusual delay in the delivery of your package or if you have received an incorrect delivery confirmation, contact us at support@matandmax.com (within 5 business days of notice, if applicable) and we will open an investigation with the carrier. If necessary, additional delays may apply. Also, please note that we can not proceed to send a replacement package without confirmation from the carrier as to the status and whereabouts of your initial package. This is because, in most cases, the package is found and delivered automatically. Therefore, you could end up with products for which you did not pay for.
Tracking
All orders are shipped with a tracking number. Once your order has left our warehouse, a confirmation e-mail with a tracking number will be sent to you. You will be able to track your package at all times. If you are a registered customer and have an account with us you will also be able to track you orders in your purchase history section.
Damaged Parcel and Altered Products
Please rest assured that our shipping partners maintain packages in a climate-controlled environment up to the point of delivery. However, we cannot guarantee the condition of the package after delivery. As such, we cannot be held responsible for any potential consequences arising from a package being left outside for an extended period following the delivery notification, especially in extreme temperatures, whether hot or cold. Additionally, if your package has been left in a mailbox, we cannot be held responsible for any resulting damages (such as theft, for example). For products damaged during transport, please see our Exchanges & Warranty > Products damaged during delivery section.
Unclaimed Parcel
If the carrier fails to deliver the item as intended, it is sent to a post office for you to pickup. If you have received a delivery notice, follow the instructions on the notice to retrieve your item or check the delivery status using the tracking number we provided to you by email.
When you go to the post office to pick up your parcel, you will have to present the following documents:
- 1. Delivery notice
- 2. Official ID with photo and address
WARNING: You will have a maximum period of 10 business days to pick up your package at the post office. Once this period is exceeded, the package will automatically be returned to us and we will proceed to the cancellation and refund of your order, minus the delivery costs for the return of your package to our warehouse ($10 flat rate), plus a restocking fee of 10% of your order value.
Incorrect or Incomplete Delivery Address
If the address you indicated as the delivery address is incorrect or incomplete and the delivery of your package cannot be completed for this reason, your package will be returned to us by the carrier. Upon receipt of your package, a full refund of your order will be made, minus the shipping costs for returning your package to our warehouse (fixed fee of $10), plus a restocking fee of 10% of your order value.
Out of Stock
It may happen that some products offered are out of stock. If your order contains a combination of available products and out-of-stock products, we will refund the unavailable products and deliver the balance of your order.
