Shipping policy
At Matvera, we want ordering fitness essentials for your home to be simple and accessible.
This Shipping Policy explains our shipping services, estimated delivery times, and procedures for delivery-related concerns.
1. Free Worldwide Shipping
Matvera provides free standard shipping worldwide on eligible orders placed through Matvera.website.
There is no minimum purchase amount required for our standard free shipping service unless a different condition is clearly displayed during a specific promotion.
2. Order Processing
After your order is successfully placed, it enters our order processing system.
During processing, we may:
- Confirm payment authorization
- Review order details
- Prepare the product for fulfillment
- Arrange shipment with an available delivery provider
Processing times may vary depending on order volume, product availability, weekends, and public holidays.
Once shipping information becomes available, tracking details may be sent to the email address associated with your order.
3. Estimated Delivery Time
Our general estimated delivery timeframe is:
7–14 days
This timeframe is an estimate and may vary depending on the shipping destination, local carrier operations, customs procedures, and other delivery conditions.
4. International Shipping
We ship to customers in many destinations worldwide.
International orders may be subject to customs procedures, local import requirements, taxes, duties, or fees imposed by the destination country.
Where such charges apply and are not collected during checkout, they may be the responsibility of the recipient unless otherwise required by applicable law.
Matvera does not control customs authorities or local import procedures.
5. Tracking Information
Where tracking is available, customers may receive a tracking number or tracking link.
Tracking information may require time to update after the shipment is initially processed by the carrier.
A temporary lack of tracking updates does not necessarily mean that a package has stopped moving.
6. Shipping Address
Customers are responsible for providing accurate shipping information during checkout.
Please carefully review:
- Recipient name
- Street address
- Apartment or unit number
- City
- Province, state, or region
- Postal or ZIP code
- Country
- Contact information
If you notice an address error, contact support@matvera.website as soon as possible.
We cannot guarantee that an address can be changed after an order has entered fulfillment or has been shipped.
7. Delayed Orders
Although most orders are expected to arrive within the estimated delivery timeframe, delays can occasionally occur.
Possible causes include:
- Customs processing
- Severe weather
- Carrier disruptions
- High seasonal shipping volume
- Local delivery conditions
- Transportation interruptions
- Incorrect or incomplete address information
If your order appears significantly delayed, please contact our support team with your order number.
We will review the available shipment information and assist where reasonably possible.
8. Lost Packages
If tracking information indicates a delivery problem or your package appears to be lost, contact us at support@matvera.website.
We may need to review tracking records or coordinate with the relevant shipping provider before confirming a resolution.
Depending on the circumstances, an appropriate resolution may include a replacement, refund, or other reasonable solution.
9. Packages Marked as Delivered
If tracking shows that your order was delivered but you cannot locate it, please:
- Check around the delivery location.
- Ask household members or building staff.
- Check with nearby neighbors where appropriate.
- Allow a short period for premature carrier delivery scans.
- Contact the local carrier if their information is available.
If the package remains missing, contact Matvera and provide your order information.
10. Damaged Deliveries
If a product arrives damaged, please retain the product and packaging and contact us as soon as reasonably possible.
Provide clear photographs of the damage and your order number.
Our team will review your concern in accordance with our Return & Refund Policy.
11. Contact Us About Shipping
For shipping assistance:
Matvera
Email: support@matvera.website
Phone: +1 (250) 667-2755
Address: 5302 Arbour Lane, Nanaimo, BC, V9T 6E5, Canada