Shipping FAQs

Please see below for common FAQs around our shipping policies and times. If you still need help, please utilize the chat feature on the bottom right corner of your screen or email care@mymatterly.com.

We Utilize FedEx Ground

All Matterly orders are shipped via FedEx Ground. The map pictured shows the expected transit time once your order is pick up from our facilities in Georgia.

Please note, we are unable to expedite any orders at this time, and are also unable to deliver outside of the contiguous 48 states and Washington D.C..

Common Shipping FAQs

I see you talk about lead times, fulfillment times, transit and ship times. What's the difference?

Here's a simple breakdown.

Lead Time/Fulfillment Time - the time it takes for us to make your mat(s), starting from the time you place your order and ends when we hand your packages over to FedEx.

Ship Time/Transit - the time it takes FedEx to deliver to your home from our facilities in Georgia.
Do you ship overseas?

At this time, we only ship to the 48 contiguous United States and Washington D.C..
Do you ship to PO Boxes?

The short answer is no.

We state as much in the delivery address field when you check out. Our systems are designed to restrict orders with PO boxes set as the delivery address, however they do get through from time to time.

Please note, we are not responsible for the delivery of any items sent to PO boxes.

If you mistakenly used a PO box upon checking out, please reach out to our customer support by utilizing the chat feature located in the bottom right of your screen.
When will my order ship?

On each buying page we reference current lead times for that particular item. You will receive an email once your order has been picked up for delivery by FedEx.

If you have any questions or concerns regarding your order, please contact our customer experience team by utilizing the chat feature in the bottom right corner of your screen or by emailing care@mymatterly.com.
My package was lost or stolen, what should I do?

This is a tough question for us, and one we wish we didn't have to answer, but lost and stolen packages do happen.

It's important for you to understand, that once your package is picked up from our facility by FedEx (or any other carrier), it is out of our control. We have no say or insights into the operations or personnel of FedEx.

That being said, if you believe your package was lost or stolen, follow these steps:

  1. Check your email for delivery confirmation. If you have not received, it may still be in transit.
  2. Check your tracking number in your order confirmation email. You can paste that number in your browser and it will take you to a FedEx status page.
  3. If you have received a delivery confirmation email, check the image if provided. If one is provided, FedEx will use this as confirmation of receipt.
  4. Check with your neighbors. Delivery drivers are human too, and make mistakes. It happens more than you think.
  5. If you still are unable to locate your package, you have the opportunity to open up a missing package claim. Here is a direct link on how to start that process: start a claim.
  6. If you have issues with your claim, please reach out to our customer experience with your claim number and we'll do our best to assist. BIG DISCLAIMER, we'll do our best to help, but again we have very limited control once a package leaves our facility.
Can you expedite my order? I'll pay for it.

At this time, we are unable to expedite any orders.