Terms and Conditions

MatTek Dishes

Orders are processed and shipped within 1-2 business days of receipt. If an order has selected express shipping service (FedEx Overnight, FedEx 2-Day) the order is shipped the same day if it has been received prior to 2pm local time. Customers are welcome to choose their shipper (FedEx, UPS, DHL) at the time of ordering with the option to provide their own shipping account number to cover the cost. Once the parcel has been transferred to the care of the shipper, MatTek assumes no liability for shipment delays, the path of travel, or damages incurred during shipment. Import clearance and duties and taxes are the responsibility of the customer/importer. We recommend using a FedEx broker for faster clearance.

Returns

We’re pretty sure you’ll love MatTek Dishes, but if you’re not 100% satisfied with your purchase, we want to make it right. MatTek must be notified of defective or incorrectly ordered products within 30 days of delivery and returns must be made within 60 days of delivery. Returned product will be inspected by our production team upon arrival and store credit for the purchase price (less missing, damaged, or non-sterile product) will be issued for a future purchase with MatTek. We also ask that the product is not used or expired, is in the same condition you received it, and is in the original box and/or packaging. We accept returns on case quantities only. Since sleeves are so fragile and must be packaged a certain way, they seldom survive the return trip to us. Refunds and returns are not accepted on special order items.

Need to return something?

Give our customer service team a call at 508-881-6771. We’ll be happy to provide you with an RMA (Return Merchandise Authorization) and instructions for returning your product. Special orders are non-returnable and non-refundable. MatTek does not take title to returned items until the item arrives at our facility. At our discretion, a refund may be issued without requiring a return.

Download: Full BICO General Terms and Conditions of Sale – v1.3 Feb2024 (002)

MatTek Tissues

MatTek tissues are made-to-order and take anywhere from 3-6 weeks lead time from the date ordered to the date of scheduled shipment. Cancellations are not accepted after production has begun and the cost of the order remains the customer’s responsibility. FedEx, historically the most reliable and cost-effective service, is MatTek’s primary carrier. Customers are welcome to choose their shipper (FedEx, UPS, DHL, World Courier, or Biocair) at the time of ordering with the option to provide their own shipping account number to cover the cost. Once the parcel has been transferred to the care of the shipper, MatTek assumes no liability for shipment delays, the path of travel, or damages incurred during shipment.

Tissues are high-value, perishable commodities akin to donor organs, with a narrow window of viability during shipment. If a parcel is delayed in transit but the tissues are delivered in viable condition, they will not be replaced, and the customer is responsible for the cost of the shipment and product. Tissues delivered in a non-viable state because of shipment delays or rough handling will be replaced at no charge.

The customer is responsible for import clearance and duties and taxes. We recommend using a FedEx broker for faster clearance. If a non-FedEx broker is used and a parcel is held in customs for a length of time rendering the tissues non-viable, the shipment is not eligible for a no-cost replacement.

Returns are not accepted on MatTek Tissues.

Questions regarding order scheduling or shipping? Call customer service at 508-881-6771, or send a message to support@mattek.com.

Download: Full BICO General Terms and Conditions of Sale – v1.3 Feb2024 (002)