Shipping Policy

We ship orders from our U.S. warehouse within two business days of placing your order. Once your package leaves our facility, you’ll receive a tracking number via email. We use USPS, UPS, and DHL depending on the destination and package size.

Shipping rates

• Orders $39 and above: Free standard shipping (3–7 business days)
• Orders under $39: $5.99 flat rate standard shipping (3–7 business days)
• Expedited (2–3 business days): $12.99 flat rate, regardless of order size
• Priority (1–2 business days): $19.99 flat rate, available for most U.S. addresses

We don’t charge your card until your order ships. If an item is unexpectedly out of stock, we’ll contact you within 24 hours to offer a replacement or a full refund.

Processing time

We typically process orders within 1–2 business days (Monday through Friday, excluding federal holidays). If you place an order on a Friday afternoon, it will likely ship the following Monday or Tuesday. During peak seasons (holidays, sales events), processing may take an extra day—we’ll note any delays on our homepage and in your order confirmation.

Domestic shipping

We ship to all 50 U.S. states, including Alaska and Hawaii, as well as U.S. territories such as Puerto Rico, Guam, and the U.S. Virgin Islands. Delivery times for standard shipping to Alaska, Hawaii, and territories may take 5–10 business days. Rates are calculated at checkout and may be higher due to distance and carrier surcharges.

For APO/FPO military addresses, we use USPS. Please allow 10–20 business days for delivery. We cannot guarantee delivery dates for APO/FPO shipments.

International shipping

At this time, we ship only within the United States and its territories. We plan to expand to Canada and other countries in the future, but for now, we focus on domestic orders to maintain reliable delivery times and straightforward customer support.

Tracking your order

Once your order ships, we’ll send a tracking number to the email address you provided. You can also check your order status anytime using our Track Order page. Enter your order number and email address, and we’ll show you the latest carrier update.

If your tracking number shows “delivered” but you haven’t received the package, please check with your neighbors, building manager, or local post office first. If it’s still missing, contact us within 5 days of the delivery date so we can start a carrier investigation.

Lost, damaged, or delayed packages

We take responsibility for your order until it’s marked as delivered. If your package is lost in transit, damaged upon arrival, or significantly delayed beyond the carrier’s estimated window, let us know through our Contact Us page. We’ll work with the carrier to resolve the issue and either reship your items or issue a refund.

• Lost packages: We’ll file a claim with the carrier and send you a replacement or a full refund within 3–5 business days of the claim being approved.
• Damaged items: Take a photo of the packaging and the damaged product, and email it to us. We’ll send a replacement or issue a refund immediately.
• Delayed orders: We don’t control carrier delays, but we monitor tracking and will reach out if a package seems stuck. You can always check the carrier’s website for the most current status.

Address changes and order cancellations

If you need to change your shipping address or cancel your order, email us as soon as possible. We ship within two business days, and we can usually update the address or cancel the order before it’s packed. Once the package is with the carrier, we cannot change the delivery address.

For address corrections after shipping, we’ll do our best to intercept the package, but we cannot guarantee it. If the package is returned to us, we’ll refund your order minus the shipping cost, or reship it to the correct address at your expense.

What we don’t cover

• Shipping delays caused by weather, natural disasters, or carrier-specific issues (e.g., USPS backlog)
• Lost packages after they are marked “delivered” by the carrier (we’ll still help you file a claim)
• Shipping to freight forwarders or third-party logistics addresses—we recommend shipping directly to your residential or business address

Questions about shipping

If you’re unsure about which shipping method to choose, or if you need a more precise delivery estimate for a specific location, just ask. We’re available through Contact Us or via email at support@matronny.com. We’ll give you a straight answer based on your order and destination.