Shipping & Return Policy
How do I check the status of my order?
You can check the status of your order by logging into your account or inquiring via email at firstname.lastname@example.org.
What forms of payment do you accept?
We accept the following credit cards:
- Discover Card
We also accept debit cards with a Visa or MasterCard logo.
We here at Robert Matthew are committed to providing you with the best experience possible. We strive to ship orders out as soon as possible. All orders should be received within 5-10 business days of order placement, unless otherwise noted.
How do I cancel/change my order?
We ask that you contact us immediately via email at email@example.com to request to cancel/change your order. Unfortunately, once your order enters the shipping process, we are unable to cancel or make changes.
What is your return/exchange policy?
Regularly priced merchandise may be returned within 45 days from the date of purchase. All promotional and sale merchandise is considered final and cannot be returned or exchanged, unless otherwise noted. If a return request falls outside of our established policy, we may be able to offer an exchange or site credit but this is subject to our determination. Please contact a customer support technician at firstname.lastname@example.org to discuss any return/exchange requests.
How do I return an item?
Pack your item(s) securely in the original product packaging (if possible). Please include a completed return form provided by your customer service representative. Before sending your return shipment, please remove all extra labels from the outside of the package to avoid any shipping confusion.
We recommend using a traceable shipping carrier. We are not responsible for return packages lost en route. We cannot accept C.O.D. As a best practice, please keep return tracking information for your return package to monitor delivery status.
Who is responsible for return shipping costs?
The customer is responsible for shipping costs for any returns/exchanges.
What happens if my product arrived damaged or has a defect?
If this has happened, we certainly do apologize for the inconvenience. Please contact us at email@example.com and provide us with an image of the damage or defect along with your order number and your full name. We will work with you on an acceptable resolution.
How long will it take to receive my refund?
To receive a refund, items must be returned within 45 days of purchase. You can expect a refund in the same form of payment originally used for the purchase. Once your package has been received, your refund will be processed by a customer support technician within 7-10 business days. Shipping charges will not be refunded except in cases where the return is as a result of a defect or incorrect order fulfillment.
For refunds, the credit may not show up until your credit card's next monthly billing cycle. You will be notified via e-mail when this transaction has taken place. Please note that your banking institution may require additional days to process and post this transaction to your account once they have received the information from us.
For exchanges, a new tracking email will be sent when the replacement orders ships.
How do I sign up for your email list?
You can opt-in to our subscriber list by entering your email address in the “Subscribe to RM” field at the bottom left corner, and top center, of every page. Once you click “Submit”, you should receive a confirmation that your email address was added.
How can I contact you?
Visit our Contact Us page to view the various ways to interact with the Robert Matthew Team!