Frequently Asked Questions
Do you have an order minimum
No! You can mix and match throughout our store. Buy single packs or get the best value by buying by the box.
When will I get my order?
Once your payment has been processed, we will ship out most orders within 1-2 business days. Orders ships out Monday through Friday excluding holidays. Most small items will ship via UPS SurePost, USPS with either First Class Mail or Priority Mail, depending on your location and the shipping cost involved (at the discretion of our Shipping Department). Larger orders and certain products ship UPS Ground unless you choose to upgrade your shipping method during checkout. Order containing Lighters, Butane, Glass Cleaning Solution, and Aerosols are restricted products and cannot have their shipping method upgraded and must ship ground. Any orders containing restricted products will be shipped through ground transport.
Please understand that we are not UPS or the Postal Service and do not control how or when the delivery will be made. Therefore, it is our mission to get your shipment out of our facility and in the hands of USPS and UPS in a timely manner so that our shipping partners can begin the delivery process as soon as possible. Packages shipped via First Class Mail (excluding Alaska and Hawaii) are typically delivered within 3-5 business days. Packages shipped via Priority Mail (excluding Alaska and Hawaii) are typically delivered within 2-3 business days. Packages shipped via UPS SurePost are typically delivered within 2-7 Days. Please note that these are estimated times provide by UPS and the United States Postal Services and is not guaranteed by MatchBoxBros. Estimated shipping times may vary during peak times such as Christmas.
Please Note: USPS First Class Packages may take up to 24-48 hours for the tracking information to be updated.
What do my order status mean?
Shipped: Once your order is packed, labeled, and placed in the designated carrier pick up zone, your order status will be changed from awaiting fulfillment to shipped.
Completed: When your order has been picked up by USPS or UPS, your order status will be changed from shipped to completed. Once your order has been transferred to the shipping courier, we are not able to control how and when the delivery will be made.
My tracking details show that my package has not been shipped yet.
We've found that USPS can take up to 3 business days to scan a package once shipment has been received. When a package isn't scanned, the tracking number will show that the shipment is still at our shipping facility. Once the package has been scanned by USPS, it can take 24-48 hours for the tracking number to be updated on their system. USPS requires us to wait 7 business days before we can request a search request and 10 business days to determine that a shipment is lost. If the shipment is determined to be lost, we will ship you a replacement.
Why do you Age Verify?
MatchBoxBros is dedicated to providing smoking accessories to adult smokers. In order to ensure that we are upholding our brand values and maintaining State and Federal Regulation, each customer will need to be age verified to confirm that they are 21+ before an order can be successfully processed.
Why am I getting an error at Check Out?
Most of the errors we see during check out is AVS Mismatch/Rejected. If your payment is rejected, please check that the billing address provided matches the address you have on file with your card issuer.