 |
|
|
|
Below you'll find the answers to some frequently asked questions.
|
|
|
1. What payment methods can I use?
|
|
|
.We accept the following payment methods:
• Visa
• MasterCard
• American Express
• Discover
.We cannot accept:
• Cash
• Personal checks
• Travelers checks/Money orders
• Credit cards issued by a bank outside the U.S.
• Credit cards with a billing address outside the U.S.
• CODs
• Layaway plans
|
|
|
2. When will my order ship and be delivered?
|
|
|
.We will endeavor to ship purchases of in-stock
items within 48 hours of receiving your order. We ship Monday - Friday.
Delivery schedules are estimates. Actual delivery times may vary depending
on ship-to locations.
Standard Ground: within 5 to 7 business days (Alaska, Hawaii and Puerto
Rico may take longer).
3-day delivery: within 3 business days.
2-day delivery: within 2 business days.
Overnight: 1 day delivery.
Saturday and Sunday are not considered business days.
If you choose to expedite your delivery, please allow one extra day for
credit approval, address verification and order processing.
|
|
|
3. What will it cost to ship my order?
|
|
|
Shipping rates are automatically calculated according to the weight of the
items you purchase and the shipping method you choose.
Orders shipping to addresses in Connecticut are charged 6% state tax.
|
|
|
4. Do you ship outside the United States?
|
|
|
Currently, we cannot service orders outside the U.S.
|
|
|
5. How will my order be shipped (what carrier)?
|
|
|
.We ship via UPS Ground, UPS Express, Fed Ex
Express, Fed Ex Ground, and the U.S. Postal Service. Orders sent by expedited
or express shipping methods are delivered Monday though Friday from 8am through
5pm.
|
|
|
6. Will my order be taxed?
|
|
|
Applicable sales tax will be included on all orders shipping to the state
of Connecticut.
|
|
|
7. What if I change my mind and want a different size or color after my order is placed?
|
|
|
Our system is designed to fill orders and get them on their way as quickly
as possible, so you will therefore not be able to make any changes to your
order after it is confirmed online. If you realize you have made an error,
please call our Customer Service Hotline at 1-800-MAT-9901 as soon as
possible after placing your order - if we can change anything at that
point, we will.
|
|
|
8. Can I ship to another address?
|
|
|
Yes, you can ship to another shipping address besides your own. Just be
sure to indicate the address in the "Ship To" section.
|
|
|
9. What if I want to return an item?
|
|
|
As long as the purchase was made within 14 days, and the item has not
been used or worn, and tags are attached, you may return your purchase.
Simply complete the return form and include it with the items you are
returning in a secure shipping box. We recommend insuring the package.
Once we receive your return, we will credit the amount of the purchase
price, exclusive of shipping, back to your credit card. If you have
questions on the return process, please contact our Customer Service
Representatives at 1-800-MAT-9901.
|
|
|
10. Where do I send returns?
|
|
|
Please follow return instructions. Packages should be sent to:
MATERIAL
Returns Department
6 Oak Street West
Greenwich, CT 06830
.We recommend shipping your order via Fed Ex
or UPS so you can track the package should it get lost. If you send it via
the USPS, we suggest you insure the package, which will also enable you to
track it.
|
|
|
11. How long does it take to process my return?
|
|
|
Please allow 10 to 12 business days for receipt and processing of your
return. You will receive an e-mail notification upon the completion of
return processing. We are not able to issue credit until your return
package has been received and processed.
|
|
|
12. If I want to exchange my item for a similar item, or just a different
size or color, how do I do that?
|
|
|
Simply list items for exchange on the Return/Exchange form, fill in the
quantity returned, and enter the appropriate codes. If you are exchanging
for a different size, you will not be charged shipping on the replacement
item. We recommend you insure the package when returning it.
|
|
|
13. What do I do if an item arrives damaged?
|
|
|
If you receive a damaged item, please send the order back to us with your
completed Return/Exchange form, and we will replace the order free of charge.
If you have any questions, please contact our Customer Service Representatives
at 1-800-MAT-9901.
|
|
|
14. Can I get a package delivered on Saturday?
|
|
|
.We do not offer Saturday delivery at this time.
|
|
|
15. How do I know which size to purchase?
|
|
|
.We offer size charts for all clothing. This
will help guide you in determining which size to purchase.
Click here to view our size
charts.
|
|
|
16. What if I need help making a selection? Do you have a personal shopping
service?
|
|
|
Please call our Customer Service line at 1-800-MAT-9901 and ask to speak with
a personal shopper, who will help you find the perfect gift, provide you with
product information and answer any questions you may have. You may also e-mail
us at customerservice@materialusa.com.
|
|
|
17. Do you have a catalog I can order from?
|
|
|
.We do not offer a catalog at this time.
|
|
|
18. How do I care for my purchase?
|
|
|
If you have a question on the proper care of any of our items, please
contact our Customer Service Representatives at 1-800-MAT-9901, or e-mail
us at customerservice@materialusa.com.
|
|
|
19. What stores do you sell to?
|
|
|
Please see our Store Locator to
see stores that carry MATERIAL across the country.
|
|
|
20. How do I speak to a customer service representative?
|
|
|
.We encourage you to e-mail, call or write to us:
E-mail: customerservice@materialusa.com
Phone: 1-800-MAT-9901
Mail: MATERIAL
6 Oak Street West
Greenwich, CT 06830
|
|
|
|
|
|