Shipping policy

At MATCHBOXBROS.COM, we are committed to delivering your orders quickly, safely, and reliably. This Shipping Policy outlines our procedures, timelines, and terms for fulfilling and delivering orders placed through our store.

1. Order Processing

• Orders are typically processed within 1–2 business days.
• There is no daily cut-off time — orders are processed as they are received.
• You will receive an order confirmation email once your order is placed and a tracking number when the order ships.

2. Shipping Methods & Carriers

• All shipments are fulfilled via FEDEX, GLS, UPS or USPS.
• Shipping costs are calculated based on weight and size at checkout.

3. Delivery Timelines

• Standard domestic delivery: 3–5 business days after order processing.
• Delivery times are estimates only and may vary based on location and carrier performance.
• MATCHBOXBROS.COM is not responsible for carrier delays once an order leaves our warehouse.

4. Shipping Restrictions

• Smoking Accessories and General Products (Rolling Papers, Accessories, and Apparels) cannot be shipped to:
  • Alabama
  • Arizona
  • Arkansas
  • Idaho
  • Louisiana
  • Maine
  • Maryland
  • Missouri
    
  • Puerto Rico
  • Rhode Island
  • Vermont

• Hemp Products (Hemp Wraps and Terpenes) cannot be shipped to:
  • Alabama
  • Arkansas
  • District of Columbia
  • Guam
  • Idaho
  • Illinois
  • Iowa
  • Kansas
  • Kentucky
  • Maine
  • Maryland
  • Massachusetts
  • Missouri
  • New Jersey
  • New York
  • Oklahoma
  • Oregon
  • Puerto Rico
  • Rhode Island
  • South Dakota
  • Utah
  • Vermont
  • West Virginia

• Orders cannot be shipped to P.O. Boxes. A valid shipping address is required at checkout.
• Tobacco product sales and shipping are restricted to California only. Orders may only be placed and fulfilled for customers holding a verified, active California Tobacco License. No sales or shipments are permitted outside the state of California.
• Additional Notes: UTL & Local Ordinance Compliance
  
  Inclusion or listing on California’s Unflavored Tobacco List (UTL) does not guarantee that a product is legal to sell in every city or county. Local ordinances and regulations may be more restrictive than California state law (including additional sales restrictions or product prohibitions). Retailers are solely responsible for verifying and complying with all applicable local, state, and federal requirements. This also applies to products exempt from the UTL, including shisha and pipe tobacco.
• Please note that shipping policies are subject to change and the information provided may not always reflect the most recent updates.
• If your order includes a restricted product, our team will contact you to arrange alternatives or issue a refund.

5. Signature Requirements

• MATCHBOXBROS.COM reserves the right to require a signature or adult signature upon delivery for any order, based on product type, order value, or shipping location.

6. Transfer of Risk & Title

• Ownership and responsibility for goods transfer to the buyer once the shipment leaves our warehouse.
• MATCHBOXBROS.COM is not liable for loss, damage, or delays once the carrier has accepted the package.

7. Damaged, Lost, or Delayed Shipments

• Customers must inspect all shipments upon delivery and report any damages, shortages, or discrepancies within 3 business days.
• In the event of damage or loss, customers must first contact MATCHBOXBROS.COM. We will provide instructions on the next steps.
• Customers may be required to file a claim directly with the carrier, provide additional documentation, sign insurance certifications, or follow other procedures as instructed.

8. Backorders & Partial Shipments

• In cases where items are on backorder:
  • If the delay is short, we will ship the order once all items are available.
  • If the delay is significant, we may process a partial shipment and send the remaining items later.

9. Tracking & Notifications

• Tracking numbers are automatically provided via email once your order ships.
• Customers can track shipments directly on the FEDEX, GLS, UPS, or USPS websites.

10. No Guarantee of Delivery Dates

• While we strive to ship orders promptly, MATCHBOXBROS.COM does not guarantee delivery dates.
• We are not responsible for delays caused by carriers, weather conditions, or other factors beyond our control.

11. Delivery to Mail and Freight Forwarders

• MATCHBOXBROS.COM exercises reasonable care to ensure that all orders are packaged securely and shipped in good condition. Our responsibility for an order ends upon confirmed delivery to the mail or freight forwarding service designated by the customer.
• Delivery to the forwarding service’s United States address, as indicated on the order, constitutes full performance of MATCHBOXBROS.COM's contractual shipping obligations. Once delivery has been verified by carrier tracking and/or delivery confirmation, title to and risk of loss for the products transfer to the customer.
• Mail and freight forwarding services frequently repackage, consolidate, or otherwise alter shipments. MATCHBOXBROS.COM is not liable for any loss, damage, breakage, shortage, mis-delivery, delay, seizure by customs, or any other issue arising after delivery to the forwarding service. Any claims for such matters must be directed to the customer’s chosen forwarding agent.
• By selecting shipment to a mail or freight forwarding service, the customer acknowledges and agrees that MATCHBOXBROS.COM shall not be held responsible for the condition, contents, or delivery of the order once it has been successfully delivered to the forwarding service.

12. Policy Updates

• MATCHBOXBROS.COM reserves the right to update this Shipping Policy at any time without prior notice.
• Significant changes will be communicated via email or posted on our website.

Contact Us

For questions about your shipment or assistance email us at support@matchboxbros.com.