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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.

 

DOMESTIC SHIPPING RATES

MATEIN.COM offers standard shipping and express shipping service within the United States. Standard shipping (free shipping) will take 6-10 business days to arrive. Express shipping will take 3-6 business days to arrive.

INTERNATIONAL SHIPPING RATES

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

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.

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.
• Returned orders must have an RMA (return merchandise authorization) number before the order is returned to MATEIN
• The returned items must be in re-sellable condition: unworn, unused, unwashed and in the original packaging with all original tags attached.
• Please include all used and unused products to receive a refund.
• Refund will be returned to the same card when you use to place the order.
• Except defective or mis-shipped product, customer will be charged the shipping fee we sent out and the shipping fee from customer to our warehouse. 
• Please allow up to two weeks for refunds to be processed.
• 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 a 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.

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