Satisfaction Guarantee – No Restocking Fees!

We offer a 15-day satisfaction guarantee from the date of delivery.
If you’re not fully satisfied with your purchase, you may return it for an exchange or a refund (less any applicable shipping and processing fees).
We must receive your return within 30 days from delivery. No restocking fees apply.

PLEASE E-MAIL US OR CALL US PRIOR TO RETURNING ANY ITEM FOR ANY REASON!

Our phone number is: 1-800-843-6017 (USA / CANADA TOLL FREE)

When returning an item, please pack it securely. Send us a note describing the problem and be sure to include your ORDER NUMBER, name, address, phone number, e-mail address and date of purchase. Include your packing slip in the package. Let us know if you want a credit or replacement. If you want a replacement please provide us with the item number.

You may want to insure your return; we cannot be responsible for lost or misdirected returns. If you paid for your order by credit card, a credit will be issued and will appear on your billing statement. If you paid by cashier is check or money order, we will issue you a refund or replacement.

SHIP THE RETURN TO:
MY MATE WORLD
2405 Fay Street
Durham, NC 27704

1. RETURNING PRODUCT THAT HAS NOT BEEN OPENED OR USED AND THAT IS IN RESALABLE CONDITION:
Any item may be returned for a full refund of the original purchase price (less shipping and handling) if it is in its original, resalable condition. 
USED ITEMS MAY NOT BE RETURNED.

2. EXCHANGING MERCHANDISE:
If, after receiving an item, you decide that you do not want it, but instead would like a different one in exchange, you may return it and exchange it for another one (less shipping and processing fee) if it is in its original, resalable condition.

3. ITEMS INCORRECTLY SHIPPED:
E-mail us within 24 hours of receipt and we will replace it as soon as we have received the incorrect item back in our warehouse in the states. Please follow the above guidelines to return the incorrect item. We will refund your account for the shipping charges you incur. (No shipping fees will be charged when we send the corrected order)

International Shipping Disclaimer (Outside the US)

You, the buyer, are responsible for any VAT, tariff, duty, taxes, handling fees, customs clearance charges, etc. required by your country for importing consumer goods. We do not collect this beforehand, and cannot give you an estimate of the cost – charges vary around the world.

As an international consumer, please do your research to ensure there are no surprise charges when clearing your package through customs, and to have an idea of what the additional cost may be. If you are unfamiliar with customs fees and charges, please speak to your local postal or customs office for more information.

It is your full responsibility to verify the customs, duties charges, and procedures in your country prior to placing your order. If customs fees and charges are refused at the time of delivery, your order will be returned and you will not receive a refund for shipment costs.

We especially recommend contacting your local customs or postal office on large orders.

Special and Wholesale Orders – Cancellation Policy

For wholesale or special orders (including customized items, handmade products, or large quantity requests), the following cancellation terms apply:

• Cancellations made within 24 hours of placing the order: Full refund, no fees applied.

• Cancellations made between 24 and 96 hours after placing the order: A 15% cancellation fee will be charged to cover administrative and initial production costs. This amount will be held as store credit, which can be applied to a future purchase within 6 months.

• Cancellations made after 96 hours: A 50% cancellation fee will apply, reflecting the commitment of resources and the progress in production. The remaining 50% will be refunded, and no store credit will be issued.

Please note: Many of our products are handmade. This means production begins quickly and involves time, materials, and craftsmanship that cannot be recovered once started. Canceling such orders after production has begun significantly affects our ability to resell the items and recoup costs.

We highly recommend contacting us as soon as possible if you wish to cancel or modify a special order.