Shipping policy
At Matanhub, we work with third-party suppliers and fulfillment partners to process and ship many of the products available through our store. Because of this, shipping times, carriers, and fulfillment locations may vary depending on the product and destination.
1. Order Processing
Orders are generally processed within 2–5 business days after payment is successfully received.
Processing times may be longer during holidays, promotional periods, or periods of high order volume.
Please note that processing time is separate from shipping time.
2. Shipping Times
Estimated delivery times will be provided during checkout when available.
As a general guide, orders may take approximately 5–15 business days to arrive after processing, depending on the product, destination, carrier, and fulfillment partner.
These are estimates and are not guaranteed delivery dates.
Some products may have different processing or delivery times. Where applicable, product-specific shipping information will take precedence over the general estimates stated in this policy.
3. Third-Party Fulfillment
Matanhub partners with independent third-party suppliers and fulfillment providers.
As a result:
- Your order may ship directly from a third-party supplier.
- Products from the same order may arrive in separate packages.
- Different products may have different delivery times.
- Packages may originate from different fulfillment locations.
- The carrier used may vary depending on the product and destination.
- Packaging may not always carry Matanhub branding.
These circumstances do not necessarily indicate a problem with your order.
4. Shipping Costs
Shipping charges, when applicable, will be displayed during checkout before you complete your purchase.
Shipping costs may vary based on:
- Product
- Destination
- Order size
- Shipping method
- Fulfillment location
Any shipping promotion or free-shipping offer will be subject to the terms stated at the time of purchase.
5. Tracking Information
When tracking information is available, it will generally be sent to the email address provided during checkout.
Please allow some time for tracking information to become active after the shipping label has been created.
In some cases, tracking information may not update immediately while a package is being transferred between fulfillment facilities or carriers.
6. Delayed Orders
Delivery estimates are not guarantees.
Orders may be delayed because of circumstances including:
- Carrier delays
- Weather
- Holidays
- High shipping volume
- Customs processing
- Transportation disruptions
- Supplier processing delays
- Incorrect or incomplete shipping information
- Other circumstances outside Matanhub's reasonable control
If your order appears significantly delayed, please contact us at support@matanhub.com with your order number so we can investigate with the applicable fulfillment partner or carrier.
7. Lost or Missing Packages
If tracking information indicates that your package was delivered but you cannot locate it, please:
- Check around your delivery location.
- Check with household members, neighbors, or building management where applicable.
- Contact the carrier if appropriate.
- Contact Matanhub at support@matanhub.com if you are still unable to locate the package.
We will review the situation and, where appropriate, work with the carrier and/or third-party fulfillment partner to determine the next steps.
8. Incorrect Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
If an order is returned, delayed, or otherwise affected because an incorrect or incomplete address was provided, additional shipping charges may apply.
If you notice an error in your shipping address after placing an order, contact us immediately at support@matanhub.com. We cannot guarantee that an address can be changed once an order has entered processing or shipment.
9. International Shipping
International shipping availability varies by product and destination.
International customers may be responsible for applicable:
- Customs duties
- Import taxes
- Brokerage fees
- Other government or customs charges
These charges, where applicable, are generally the responsibility of the customer unless otherwise stated at checkout.
International shipments may also experience additional delays due to customs processing.
10. Multiple Items in One Order
If you purchase multiple products, they may be fulfilled by different third-party suppliers.
Consequently, you may receive multiple packages at different times, even if the products were purchased in a single transaction.
You will not necessarily receive all products in your order in one shipment.
11. Damaged Shipments
Please inspect your package when it arrives.
If your item arrives damaged, defective, or materially different from what you ordered, contact support@matanhub.com within 7 days of delivery.
Please provide:
- Your order number
- A description of the issue
- Photos of the damaged product
- Photos of the packaging and shipping label, where applicable
We will review your request and coordinate with the appropriate third-party fulfillment partner or carrier.
For additional information, please review our Return & Refund Policy.
12. Shipping Restrictions
Certain products may have shipping restrictions based on the destination, product characteristics, carrier requirements, or applicable laws.
If we are unable to ship an order to your location, we may cancel the affected portion of the order and provide an appropriate refund.
13. Changes to Shipping Information
Matanhub reserves the right to update shipping methods, carriers, processing times, delivery estimates, and shipping charges when necessary.
Any applicable shipping information presented at checkout will generally take precedence over the general information in this policy.
14. Contact Us
If you have questions about your order or our shipping policy, please contact:
Matanhub
Email: support@matanhub.com
Website: matanhub.com
When contacting us about an order, please include your order number so we can assist you more quickly.