Online Ordering

How long will my order take to arrive including processing and shipping?

We make the best effort to process orders within one business day. For an estimate of shipping times, please reference the times below:

U.S orders:
Free Shipping: Estimated Arrival 6-10 Business Days
Priority Delivery: Estimated Arrival 3-6 Business Days

EU & UK Orders:
Standard Shipping: Estimated Arrival 5-10 Days
Priority Delivery: Estimated Arrival 3-6 Business Days

Other countries:
Standard Shipping: Estimated Arrival 15-25 Days
Express: Estimated Arrival 5-10 Business Days

How do l know when my order ships or track my orders?

When your order ships, you’ll receive an email confirmation with the tracking number(s) and estimated delivery date(s).

What methods of payment does accept? accepts several forms of payments for your shopping convenience, including both domestic and international versions of the below cards:
◦ Visa
◦ MasterCard
◦ Discover
◦ American Express
◦ Apple Pay
◦ Affirm
◦ PayPal

Why does my credit card or debit card show two charges?

Sometimes credit/debit card statements contain two transactions, but
this is only a temporary scenario. When a purchase is made, an
authorization charge is placed on credit/debit cards which temporarily
hold funds on an account. This is not actually a charge on your card.
Once the order has been shipped, this authorization becomes an approval
and charges your account. The authorization is released at a maximum of
72 hours from the time of order.

How is sales tax calculated?

Taxes that appear on your online order are approximate. The actual taxes
charged to your credit card will reflect the applicable state and local
sales taxes, and will be calculated when your order is shipped.

Can I modify my order after I have placed it?

We try our best to ship your order ASAP, which means we can't change
your order once it's been placed. But if you need to cancel your order,
there is a small window of time we can cancel it before it gets shipped.
Please email to


Can l ship to international addresses?

Yes, we can ship to every country in the world. Contact us if you have problem when place the order.

Can l ship my order to someone else or a different address?

Yes, orders can be shipped to a different address than the billing
address. After you enter your billing address during checkout, you’ll
have the option to enter a new shipping address (different than billing

How is the shipping cost determined?

The shipping cost is based on an item’s size, weight, shipping method and delivery address.

Warranty Info

What is MATEIN's Warranty Policy?

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: ①If you purchased Matein Bags on Amazon, you can apply the order number you got from Amazon to fill out  the registration form as well.

            ②If your bag was received as a gift, you can type in" receive as a gift" in the purchase channel blank. Kindly note you need to fill in the order number so we can solve your problem.

            ③The warranty turnaround time is currently 4 weeks.

            ④It is valid to fill in the lifetime warranty within one month after receiving the goods.


Are the products we buy from Amazon store eligible for the lifetime warranty?

Yes, no matten you order from or Amazon matein store, we provide lifetime warranty for your purchase.

Backpack Maintenance

How to clean MATEIN backpack?

Please do notice: our backpack allows machine-wash when without the USB cable, but frequent machine-wash is not advised as it could undermine the work life of your backpack. So keep your backpack tidy and clean in daily use is a good way to maintain it.

How to use the USB port built in the backpack?

The port is a handy access for you to charge your devices without grabbing your power bank out of the backpack.

  • Customer Care


    WhatsApp: +1 626-238-7691

  • Bulk Order