FAQ

Order and Shipping

What payment providers do you accept?

We accept PayPal, Visa, Mastercard, American Express, Discover and Diners Club payments from customers worldwide.

Google Pay and Apple Pay is also supported.

What's the status of my order?

You can review the status of your order by going to My Account > Orders.

Is your site secure?

Yes! The entire website is secured under SSL and hosted by Pressable. Payment transactions are processed through PayPal or Stripe.

We recommend using a unique and strong password for your account information.

Everyone working on behalf of Matero must adhere by strong security practices too.

My tracking says delivered but I have yet to receive my order.

Please reach out to us immediately so we can investigate further.

I'm missing an item in my order

Open a ticket for your order by going to our contact page.

Can I cancel/modify my order once it has been submitted?

When an order is placed, the order is immediately processed for payment. Where we cannot technically cancel the order, we do offer a 30-day money back guarantee for purchases made. If you are not completely satisfied, please contact us requesting instruction to obtain a refund if within the 30-day guarantee range. Please be sure to provide your order number, your name, and your email address. We will then email you instructions on how to obtain a refund.

How is sales tax calculated on my order?

 The amount of tax charged to your order depends on the type of item purchased and the destination's Provincial and local sales tax laws. If an item is subject to sales tax, tax is calculated on the total selling price of each individual item, after any applicable discount.

When can I expect my order to ship?

Orders are shipped between 24 to 72 hours unless otherwise noted.

Can I place an order without creating an account?

You can place your order as a guest. If you decide to create an account later, you can certainly do so as well. To order as a guest, add the items to your shopping cart and select the checkout option. Enter your email address in the email address box field during checkout. Be sure to provide a correct address as we can email you your order confirmation.

Exchanges and Returns

How long do I have to make an exchange or return?

You can return an unused product at no cost (not including shipping fees) within 30 days.

How do I return or exchange an item?

Please understand that we do not accept returns or exchange without prior return authorization. Therefore if you need to return your order for some reason, please contact us first to confirm. Once you are authorized to return the item(s), please follow all of the instructions provided.

We recommend that all returns be sent via a traceable carrier. Keep the Return Tracking Number associated with the package you are returning to ensure that the package is returned to our warehouse. yerbamatero.com is not responsible for packages sent with a return label not provided by us, or without the original packing slip. Also, yerbamatero.com does not accept C.O.D. deliveries.

When will I receive the refund for my return?

Refunds will be processed within approximately 7 to 10 business days after we receive your return. The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates.

Are shipping fees refundable?

All original shipping charges are non-refundable.