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Shipping & Returns Policy

Shipping Policy

// (04/03/2019) Dear Customers:  At MatchBoxBros, we are taking precautionary measures to do our part in reducing the spread of COVID-19.  After careful consideration, we have made the decision to suspend express shipping in order to focus our priority on the health and well being of our team members and customers.  We will be shipping Regular Ground Shipping as normal, however, customers may experience shipping delays from UPS and USPS. //

(Last updated June 17, 2020)

MatchBoxBros.com offers FREE SHIPPING on all orders over $500.00 that are shipped within the Contiguous USA.  Time to time we may run Shipping Promotions for various occasions.  Orders ships out Monday through Friday excluding holidays.  All shipping dates are pending credit card verification for in-stock merchandise.  Please allow 1-2 business days for your order to process before it is shipped.  Shipping is available to the 50 United States.  At this time, we do not ship to the U.S. Territories.  Flat rate shipping charges are only applicable to the contiguous United States (48 United States) and additional shipping charges apply for customers shipping outside the contiguous United States.  If you are shipping to Hawaii, Alaska, the US territories, or outside of the United States, you are not eligible for any flat rate shipping options or promotions.  

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.  Some products like Lighters and Butane are restricted products and cannot have their shipping method upgraded and must ship ground.  Any orders containing restricted products such as lighters and butane will ship ground.

Please understand that we are not UPS or USPS and do not control how and when the delivery will be made.  Therefore we make it our mission to get your shipment out to USPS and UPS in a timely manner so that the carriers can begin the delivery process.  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.

EXPRESS SHIPPING

Please note that UPS and USPS have deadlines for express shipments going out each day. If you place your order with us after 7AM Pacific Time and you need it to go overnight, 2-day air, or 3 day, it will most likely go out the NEXT BUSINESS day. For example: If you order at 10AM Pacific Time on a Monday and you need your package to arrive on Wednesday you will need to select the Next-Day Air delivery option at checkout. The package will leave on Tuesday and then take 1 days from Tuesday to arrive on Wednesday.

SHIPPING PROCESS

You will receive an email confirming your order shortly after you have placed it.  If you don’t receive that email, please check your spam folder to see if you can locate it.  This is especially important, because if you haven’t received the order confirmation, you also will not receive notifications regarding shipping and tracking information.

We process orders very quickly, so once an order is placed, we are unable to modify your shipping method.  Once orders are shipped, you will receive an email with the tracking and shipping information, and you can contact the shipping carrier for more information on retrieving your package at the correct address or arranging for the package to be held for pickup. Please note that changes through the carrier can incur additional fees.  

UNDELIVERABLE ADDRESS

A package may be returned to us as Undeliverable Address for several reasons.  A couple common reasons are incorrect shipping address, wrong shipping address format, failed delivery attempts, or package too large for PO Box.  When packages are returned as undeliverable you will be contacted via email and provided with a full refund (original shipping charges will not be refunded). Orders that are returned to MatchBoxBros as undeliverable will not be re-shipped. If you would still like to purchase the items that were undeliverable, you are welcome to place a new order on our website.  Processing returns will be done within 2 business days of receiving the package. Please allow 5-7 business days for a credit to appear on your account once processed.

 

LOST OR STOLEN

If your tracking information shows that your package has been delivered but you have not received the package, please contact the carrier as they are best suited to deal with missing packages at this stage in the delivery process.  We ship through USPS (United States Postal Service) and UPS (United Parcel Service).  Both carriers use GPS tracking for all their shipments and can pinpoint the exact location each package was delivered.  If they are not helpful, please email us at info@matchboxbros.com with your name, order number, email address, and claim number from the shipping carrier.

  • If your shipment was shipped through USPS you will need to contact your local USPS branch.  You can also file a claim here: https://www.usps.com/help/missing-mail.htm
  • If your shipment was shipped through UPS you will need to contact UPS Customer Support at 1-800-742-5877.

DO WE SHIP INTERNATIONALLY

No. Match Box Bros only ship to the 50 United States.

ALWAYS DISCRETE

Your orders will always ship out in plain packaging with no indication of the contents visible on the outside of the box.  The Return Label on the Shipping Package will show “MBB Shipping Department”, along with our address.

USPS ESTIMATED ARRIVAL TIMES

  • USPS transit times are estimated and cannot be guaranteed.
  • USPS First Class Mail — 3 to 5 Business Days
  • USPS Priority Mail — 1 to 3 Business Days

UPS ESTIMATED ARRIVAL TIMES

  • UPS Standard Ground — 2 to 7 Business Days
  • UPS Expedited — 2 Business Days

ADULTS ONLY

MatchBoxBros.com only provides service for adults aged 21 years or older. Orders may require adult signature upon delivery.

Return Policy

(Last updated March 20, 2020)

We hope you are happy with your purchase. If you are not happy with your purchase or have an issue with a product you received, please contact us within 10 days of the delivery date.  Purchased items may be returned within 10 days from the delivery date.  Items returned to us must be in new condition (new and unused) with the original packaging. When shipping a return, it is the customer’s responsibility to properly pack and ship the product.  Any items returned to us that are used, damaged, missing original packaging, or not in new condition will not be accepted and will be discarded.

Depending on the reason for the return the customer may be responsible for the return shipping.  If you are returning a damaged or wrong item, you will receive a full refund for your return.  If you are returning for any other reasons, you will be responsible for the return shipping cost.  If a prepaid return shipping label is requested, the return shipping cost will be deducted from your total refund.  Original shipping costs are non-refundable.  We will process the return within 2 business days after having received the return at our warehouse and have inspected the returned item(s).  Please allow 5-7 business days for a credit to appear on your account once processed.

DAMAGED/INCORRECT ITEM RECEIVED

In the unlikely event that you receive a damaged item or incorrect merchandise, you will need to email us at info@matchboxbros.com photos and/or videos of the damaged or wrong item and the packaging within 2 days of the delivery date.  All items are quality checked before leaving our warehouse and all items being shipped are documented to ensure you receive what you ordered.

Note: Please fully inspect your item before use as items will not be replaced or refunded after use.

DEFECTIVE ITEM RECEIVED

If you believe your product is defective you will need to email us within 10 days of delivery with the specific issues you are experiencing.  Defective merchandise returned to Match Box Bros are inspected upon receipt.  If we find that the merchandise is not defective a 50% restocking fee will be applied to the purchase price of the product. Products that are damaged, scratched, dented or have visible wear & tear will not be accepted.  Any other type of damage caused by mistreatment or misuse of the product will not be accepted and will be discarded without any credit being issued back to you.

Note: If you believe your product is defective after 10 days of delivery, please contact the manufacturer of the product to receive support.

UNWANTED ITEMS

Unwanted items purchased from MatchBoxBros.com can be returned within 10 days of delivery.  Items returned to us must be in new condition (new and unused) with the original packaging. Customer is responsible for return shipping, and the cost of shipping will be deducted from the refund.  Original shipping costs are non-refundable.

RETURN PROCESS

To return an item, please email customer service at info@matchboxbros.com to obtain a Return Merchandise Authorization (RMA) number and shipping instructions. You will be responsible for return shipping for unwanted items.  When shipping a return, it is the customer’s responsibility to properly pack and ship the product.  Any items returned to us that are used, damaged, missing original packaging, or not in new condition will not be accepted and will be discarded.

Please note, if you decide to make a return without using the prepaid label that was issued to you, we strongly recommend that you use a trackable method to mail your return. Items returned are the responsibility of the customer until they are received by MatchBoxBros.

CANCELLATION

Any cancellation or change requests done after 30 minutes will be charged a restocking fee of 10%.  

EXCEPTIONS

Several types of goods are exempt from being returned. Perishable goods such as food, beverage, and flower cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases  

 

PLEASE NOTE

  • Please do not return anything back to us without approval. Any returns without a RMA number will be discarded without any credits being issued   
  • All returns must be returned back to our warehouse in new, unused condition.  No exceptions will be made.  Items that are returned to us opened, used, or damaged will be discarded without any credits being issued.
  • All items with packaging must be returned unopened and in original packaging.  If packaging has been opened or original packaging is missing, the item will be discarded without any credits being issued.

QUESTIONS

If you have any questions concerning our return policy, please contact us at: info@matchboxbros.com