Shipping policy
Shipping Policy
At matchboxbros.com (“we,” “our,” or “us”), we are committed to delivering orders quickly, safely, and reliably. This Shipping Policy explains our order processing procedures, shipping methods, delivery timelines, product restrictions, and other terms applicable to orders placed through our store.
1. Order Processing
Orders are typically processed within 1–2 business days.
There is no daily order cut-off time. Orders are processed as they are received.
You will receive an order confirmation email after your order is placed. A tracking number will be provided by email once your order ships.
2. Shipping Methods & Carriers
Orders may be shipped using one or more of the following carriers:
FedEx, GLS, UPS, or USPS
Available shipping methods may vary depending on the products ordered, shipment weight, package dimensions, destination, carrier availability, and applicable shipping restrictions.
Shipping charges are calculated at checkout.
3. Delivery Timelines
Standard domestic delivery is typically 2–5 business days after order processing.
Delivery times are estimates only and are not guaranteed. Actual delivery times may vary due to destination, carrier performance, weather, holidays, service interruptions, or other circumstances outside our control.
Once a shipment has been accepted by the carrier, carrier-related delivery delays are outside our direct control.
4. Shipping Restrictions
Shipping availability varies by product type and destination.
Certain products may not be available for shipment to some states, territories, or jurisdictions. Availability may depend on our current shipping capabilities, carrier availability, product classification, or other operational considerations.
P.O. Boxes
Orders cannot be shipped to P.O. Boxes.
A valid physical shipping address is required.
Some products may also require delivery by a specific carrier or service.
Smoking Accessories
Smoking accessories are available for shipment to most U.S. states.
We currently do not ship smoking accessories to:
- Alabama
- Arizona
- Arkansas
- Louisiana
- Maine
- Maryland
- Missouri
- Puerto Rico
- Rhode Island
- Vermont
Hemp Products
Hemp products, including hemp wraps and terpenes, are available for shipment to many U.S. states.
We currently do not ship hemp products to:
- Arkansas
- District of Columbia
- Guam
- Idaho
- Illinois
- Iowa
- Kansas
- Kentucky
- Maine
- Maryland
- Massachusetts
- New Jersey
- New York
- Oklahoma
- Oregon
- Puerto Rico
- Rhode Island
- South Dakota
- Utah
- Vermont
- West Virginia
Tobacco Products
Tobacco products, including premium cigars and hookah tobacco, are currently available for shipment to select states.
Customers purchasing tobacco products must be 21 years of age or older. All tobacco product orders require third-party age and identity verification before shipment.
Orders that cannot be successfully verified will not be shipped and may be canceled or refunded.
Depending on the shipping destination and product ordered, an Adult Signature (21+) may also be required at the time of delivery. When required, the carrier may request valid government-issued identification from the person accepting the shipment.
Shipping availability varies by destination. Enter your shipping address at checkout to determine whether tobacco products are currently available for delivery to your location.
Vaporizers
Vaporizer products are currently available for shipment only to eligible California addresses.
We do not currently ship vaporizer products to other states or jurisdictions.
Expanding Shipping Availability
We are continuing to expand our shipping availability and may add additional states and locations for certain product categories in the future.
5. Checkout and Product Eligibility
Our shipping system uses the products in your cart and your shipping destination to determine available shipping options.
A product appearing on our website does not necessarily mean that it is available for shipment to every state or jurisdiction.
If a product is restricted or unavailable at your destination, checkout may:
- prevent the product from being shipped;
- prevent the order from being completed;
- limit available shipping methods; or
- require a specific shipping or signature service.
Because shipping availability and carrier requirements may change, we reserve the right to review an order after it has been submitted.
If we determine that an item cannot be shipped to the destination provided, we may contact you, remove the affected product, cancel the affected portion of the order, or issue a refund.
6. Age Verification
We use third-party age verification for age-restricted products.
Third-party age and identity verification is required for all tobacco product orders before shipment.
Age verification may also be required for smoking accessories, hemp products, vaporizers, or other age-restricted products depending on the product and applicable requirements.
Customers must provide accurate identifying information and complete any additional verification requested. Orders that require verification and cannot be successfully verified may be delayed, canceled, or refunded.
Depending on the product and shipping destination, an Adult Signature (21+) may also be required at the time of delivery.
7. Signature Requirements
We reserve the right to require a signature or Adult Signature (21+) for any shipment based on:
- product type;
- shipping destination;
- order value;
- fraud-prevention considerations;
- carrier requirements; or
- other applicable shipping requirements.
If a required signature cannot be obtained, the carrier may attempt redelivery, hold the package for pickup, or return the shipment to us.
Additional shipping charges may apply if an order must be reshipped.
8. Out-of-Stock Items, Delays, and Cancellations
Product availability is not guaranteed.
If an item is out of stock, unavailable, restricted, or otherwise cannot be fulfilled, we may:
- delay shipment;
- cancel the affected item;
- cancel the order;
- issue a refund; or
- contact you regarding available alternatives.
To the extent permitted by applicable law, we are not responsible for indirect, incidental, special, or consequential damages resulting from shipment delays, unavailable products, canceled orders, carrier delays, or delivery issues.
9. Risk of Loss and Delivery
We exercise reasonable care when packaging and preparing orders for shipment.
Responsibility for loss or damage during shipment will be handled in accordance with applicable law, carrier procedures, and any available shipping insurance or claims process.
Nothing in this Shipping Policy is intended to limit any rights or remedies that cannot legally be limited or waived.
10. Damaged, Lost, or Delayed Shipments
Customers should inspect shipments promptly after delivery and report visible damage, shortages, or discrepancies to us within 3 business days whenever reasonably possible.
If a shipment is damaged, lost, missing, or otherwise affected by a delivery issue, please contact us first.
Depending on the circumstances, you may be required to:
- provide photographs or other documentation;
- confirm shipment details;
- sign an insurance or carrier certification;
- cooperate with a carrier investigation; or
- complete other reasonable claim procedures.
We will provide instructions regarding the appropriate next steps.
11. Backorders and Partial Shipments
If an item is temporarily unavailable or on backorder, we may hold the order until all products are available.
If the delay is significant, we may ship available products separately and send the remaining products when they become available.
Separate tracking numbers may be provided for partial shipments.
12. Tracking and Notifications
Tracking information is generally provided by email after your order ships.
Customers may track shipments through the applicable carrier, including FedEx, GLS, UPS, or USPS.
Tracking information is provided by the carrier and may occasionally be delayed or inaccurate.
13. No Guarantee of Delivery Dates
While we strive to process and ship orders promptly, delivery dates are estimates and are not guaranteed.
We are not responsible for delays caused by carriers, weather conditions, holidays, incorrect or incomplete shipping information, service interruptions, or other circumstances beyond our reasonable control.
14. Mail and Freight Forwarders
Customers may choose to have eligible products delivered to a mail forwarding or freight forwarding service.
Our responsibility for an order delivered to a forwarding service ends, to the extent permitted by applicable law, when the carrier confirms successful delivery to the United States address provided by the customer.
Mail and freight forwarding companies may repackage, consolidate, reroute, export, or otherwise handle shipments after delivery.
We are not responsible for loss, damage, breakage, shortage, misdelivery, delay, customs seizure, confiscation, import restrictions, or other issues arising after confirmed delivery to the customer’s selected forwarding service.
The customer is responsible for ensuring that any subsequent shipment, export, import, or possession of the products complies with applicable requirements.
Claims involving events occurring after delivery to the forwarding service should be directed to the customer’s selected forwarding provider.
Shipment to a forwarding service may not be available for tobacco, hemp, vaporizer, age-restricted, or other regulated products.
15. Changes to Shipping Availability
Shipping availability, carrier services, product restrictions, verification procedures, and signature requirements may change from time to time.
We reserve the right to modify shipping availability or requirements at any time based on carrier capabilities, operational considerations, product classification, or other applicable requirements.
The shipping options and product eligibility presented during checkout generally reflect the availability applicable to the products and destination entered at that time.
16. Policy Updates
We reserve the right to update or modify this Shipping Policy at any time.
Changes become effective when the updated policy is posted on our website unless otherwise stated.
Contact Us
If you have questions about shipping availability, tracking, product restrictions, or an existing order, please contact us at: