Heavy Duty Backpack

United Sates SHIPPING CHARGES

MATEIN.COM offers standard shipping and express shipping service within the United States. Standard shipping (FREE SHIPPING) will take 6-12 business days to arrive. Express shipping will take 3-6 business days to arrive.

INTERNATIONAL SHIPPING CHARGES

Shipping charges depend on the order quantity and the package weight, you will see the freight charge during checkout.

*Provide FREE SHIPPING to United Kingdom (not include rolling bags)

*Provide FREE SHIPPING over $60 to Australia and New Zealand (not include rolling bags)

SHIPPING NOTIFICATION

• When your order has shipped, you will receive a shipping notification email from us containing your tracking information. With this number, you will be able to monitor the progress of your package as it is in transit to you.

• After an order is shipped, MATEIN cannot change the ship address with carrier. Please double check address before submitting an order.

• If our shipping carrier attempts delivery to you and you don't get it because you’re not there, wrong address, moved without notifying us, and the package returns back to our warehouse, it will be the buyer's responsibility to pay the shipping fee to reship the order. When you receive your tracking #, please keep an eye out for the package.

CANCELLATION

• You can cancel your order before it ships. If the order is successfully canceled, you will receive a full refund.
• If the product has already been shipped, you will not be able to cancel your order. In this case, please send us a return request when you receive your package.
• If our shipping carrier attempts delivery to you and you don't receive your package because you’re not there, wrong or insufficient address without notifying us. We will charge $2.99-$5.99 failed delivery fee if you want to cancel your order.

SHIPPING CARRIERS & SERVICES

U.S Orders: We have two warehouses in the states include Amazon warehouse. Most are sent via USPS/UPS ground. Specific service will be automatically chosen by our system when your order is processed, and depends on the size/weight of your order.

International Orders: We will ship all the international orders from our China warehouse where we manufactured the backpacks. We use China post as standard shipping method, it will take up to 2-3 weeks to reach your address. For express shipping, we have UPS/DHL/FedEx available.

CUSTOMS & DUTIES

MATEIN is not responsible for any customs, duties or import fees associated with receiving your Matein order.  

BACKORDERS & PREORDERS

If your order contains an item that is on pre-order or backorder, it may not ship right away or it may be automatically split into multiple shipments.

RETURN & REFUND POLICY

Terms and conditions

• Item(s) must be purchased from MATEIN.COM.
• Items must be returned within 30 days.
• International orders are not eligible for returns. If customers receive damaged products, we will provide refund/replacement.
• Accompanied by a Return Merchandise Authorization (RMA).
• Please contact us via email support@matein.com before returning or exchanging items.
• The returned items must be in re-sellable condition: unworn, unused, unwashed and in the original packaging with all original hangtags attached.
• Except defective or mis-shipped product, customers will be responsible for the shipping fee we sent out and the shipping fee from customers to our warehouse. 
• If you receive damaged products, customers do not need to bear the return shipping cost.
• Please allow up to two weeks for the refund to be processed.
• Refund will be returned to the same card which you used to place the order.
• During Black Friday, Cyber Monday and other major promotional sale days, we cannot apply larger discounts retroactively.
• If you made a purchase and a larger discount was offered after your purchase, we cannot apply the larger discount to your previous order.
• Please use below form to request return and refund.

Start Your Return

Failure to provide us with the RMA number will result in an automatic $15 fee being deducted from the refund amount and possible refusal of the return.

Our Warranty

To all the mates, the Matein warranty guarantees against defects in materials and craftsmanship for as long as you own the product. If your product fails due to a defect, we will repair it, replace it, issue a partial refund or full refund, depending on the analysis we made on the failure of the backpack.

Defects are uncommon and are typically found in the first few uses of your product. If something is wrong, you'll realize it pretty quickly.

Matein products are durable but not immortal. Sadly, nothing lasts forever.

Most travelers replace their luggage every few years. Barring a defect as mentioned above, your Matein will easily handle all of your adventures during that time.

Just remember, treat your backpack as mate.

What is Not Covered

The Matein warranty does not cover damages resulting from normal wear and tear, improper use, abuse, negligence, or accident. "Normal wear and tear" includes the damage to zippers and buckles that is expected due to normal use over time. All fabrics are subject to fading, tearing, or pilling with extended use. These are not defects.

This warranty does not cover consequential damages or losses. Matein products are designed to protect your gear, but we are not responsible for any damage to, or loss of, the contents of your bag. This warranty is limited to Matein products, not anything that may be carried in them.

This warranty excludes implied warranties including, but not limited to, merchantability, or fitness for a particular purpose.

Please contact us with any questions or problems.

Notice: ①The product order number is required to validate all warranty claims.

            ②The warranty turnaround time is currently 4 weeks.

            ③It is valid to fill in the lifetime warranty within one month after receiving the goods.

MATEIN provides a diverse range of high-quality backpacks, electronic organizers, briefcases, and more.

We've expanded our products and services to support companies who seek corporate gifts for their team members or clients. With over 100 different models to choose from, you will surely find the perfect gift. We've streamlined the process to make it simple and easy for you to order your custom MATEIN product.
If you are interested, please submit your contact information below and a MATEIN team member will be in touch with you shortly.

Please complete and submit the form below. If you have any difficulties, contact us at support@matein.com