SERVICES & DELIVERY TIMES
We offer two kinds of shipping services – Standard & Priority
STANDARD: This is the least expensive way to have your order shipped. For US & CANADA customers it usually takes anywhere from 8 to 10 days FROM THE DATE OF SHIPMENT. Rest of the World normally takes from 8 to 30 days FROM THE DATE OF SHIPMENT.
PRIORITY (USPS – FedEx): – For US & CANADA customers it usually takes from 2 – 4 business days FROM THE DATE OF SHIPMENT. We highly recommend this option as it only costs a couple of dollars more than Standard. You get FREE Priority shipping if you spend $60+
When you select Priority Shipping you get faster shipping through the Postal Service and top priority processing from us compared to Standard shipping. Orders that qualify for FREE SHIPPING will be processed as Priority.
You can easily check your shipping cost before placing your order by entering your zip code and country during checkout.
Lower FedEx Shipping to Australia & New Zealand!
Great news for our yerba mate drinkers Down Under! We’ve drastically reduced our FedEx shipping costs to Australia and New Zealand.
You’ll now find much more reasonable and down-to-earth shipping fees when you check out. While we always work towards competitive rates, this is a significant improvement over our previous FedEx pricing, making it easier for you to receive your orders.
The updated shipping cost will be calculated automatically at checkout. We’re happy to offer this much-improved rate! Please note that for deliveries to remote zones, additional FedEx charges may apply.
CANADA REMOTE AREAS : IF YOU ARE LOCATED IN A REMOTE AREA YOU WILL FIND A HIGHER SHIPPING COST. TRANSIT TIME MIGHT TAKE 24 HRS MORE. IF YOU SPEND $150 OR MORE SHIPPING IS FREE FOR THOSE REMOTE AREAS. FIND BELOW IF YOUR ZIP CODE APPLIES TO THIS EXTRA COST :
https://www.fedex.com/content/dam/fedex/us-united-states/services/ODA_OPA_tiers_codes.xlsx
Other countries also have remote areas and therefore extra charges.
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ADDITIONAL INFORMATION & RETURNS
Every customer receives a shipping email notification with a tracking number once the parcel leaves our warehouses either in North Carolina US or Argentina. Our warehouses are not physical stores and, at the moment, we are not open to the public. We are currently only offering shipping for all orders. Thank you for your understanding. Normally all orders ship within 24 – 48hs. The date of shipment can vary depending on availability of the product on the date you place your order. If you need your order very quickly, you should email us first to check on the availability of the product.
Almost all orders are shipped in a timely manner. However, since we have many products available, one thing that could delay the date of shipment is if one of the products ordered is on backorder in Argentina, especially customized items. Eventually, we will send you an email asking if you are open to substitutes. Most of the times this is not necessary.
Please note that if you order a personalized item, the packaging and delivery times may experience a slight delay. We take extra care to ensure that your custom item meets your expectations, which requires additional time for processing. We appreciate your patience and understanding. If you have any questions or need further assistance, please don’t hesitate to contact our customer service team.
RETURN & EXCHANGE POLICYÂ :
If you are not satisfied with your purchase, please contact us within 2 business days from delivery date and we can process the exchange or refund for you (S&H fees are not refundable).
Please note that all product details, including dimensions, are clearly provided in the product description. We do not accept returns based solely on personal preference or misinterpretation of this information. Returns are only accepted if there has been an error with your order (for example, receiving an item you did not order), if the product arrives damaged or defective, or if the product received does not match the description provided. In such cases, please provide clear photographic or video evidence of the issue. It is the customer’s responsibility to review all product details before making a purchase.
The returned item must be in its original, resalable condition. USED ITEMS MAY NOT BE RETURNED. We do not accept any returned product that is incomplete or in less than brand new condition. All products returned in accordance to this Return Policy will be refunded within 5 business days upon return approval.
When returning an item, please pack it securely and include your order number and the packing slip in the package if possible. Please make sure you use a secure shipping method when returning a product.
MY MATE WORLD
Returns Department
2405 Fay Street
Durham, NC 27704
If you received an incorrect order, please e-mail us within 24 hours from delivery and we will replace it as soon as we have received the incorrect item back in our warehouse.
If you paid for your order using a credit card a credit will be issued, and will appear on your billing statement. If you paid by bank transfer, we will credit your account with the refundable amount.
We offer a 30 day warranty for all our Yerba Mate accessories. Our only requirement to claim this warranty is to receive an email within this time frame explaining the problem that you had (S&H fees are not refundable).
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, requirements 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. We normally use FedEx.