Frequently Asked Questions

In order to deliver items as quickly to you as possible, orders are processed throughout the day as they are received.  You may only cancel orders that have not yet been shipped. We are unable to recall packages that have already been sent.  Please send us an e-mail below. 

For sanitary/hygienic purposes, ALL SALES ARE FINAL. We provide refunds and replacements for incorrectly sent or damaged on arrival items ONLY.

Bounced orders, undeliverable, or refused packages are subject to a 10% re-stocking fee. The Purpose of re-stocking fee to keep costs (and thus prices) down when dealing with the return of items that are not defective. There are a lot of costs associated with processing an order. In short, we will evaluate the conditions and based on the situation to decide the re-stocking fee chargable, if may have. Please note that shipping fees on already sent items are non-refundable. 

When you receive your package, promptly check the items to make sure the items are working. We will credit or exchange for DEFECTIVE items only (or for any shipping errors made by us).  Please contact us below if you have received a defective or incorrect item to receive a refund or replacement. 

All purchases are billed as MWY.  We do not reveal details of your purchase or the nature of your item on your debit or credit card statement. 

Shipping times vary depending on shipping class and country. Estimated shipping times are listed next to your chosen shipping tier at check-out and on your purchase receipt.

Shipping times are listed in business days, which exclude weekends and national holidays, and are based on typical delivery times, as quoted by Easy Parcel (not delivery time guarantees). If your item has not arrived within the specified shipping period please contact us below. 

Will I receive a tracking number?

We provide tracking information for all of our express shipping options. 

Please Note: Our free and economy shipping options may not include detailed tracking information. 

You can track your package on our tracking page.

Please first refer to the estimated shipping times from your receipt.  If you have not received all of your items by the end of the quoted delivery period please contact us below. 

We ship from multiple warehouses in the US and around the globe.  Depending on stock, we may ship your order in multiple shipments. Your other items are on the way! 

At Mate With You your privacy is our top priority.  All items are shipped in plain packaging with the sender.  We do not reveal the contents of your order.   For international shipping and customs, we claim items as “Health Equipment”, “Cosmetic”, or “gift” as the item description.   Your purchase and privacy are safe with us. 

Please carefully review all health and safety information provided by the manufacturer. As a re-seller, we are not responsible for injury or medical complications from customers’ purchase or use of these products. For important health and safety information, please contact the product manufacturer directly.