Shipping and return policies for Materia Collective

Shipping Info
Effective
These shipping policies are between you and Materia Music Inc. d/b/a Materia Collective, and are in addition to our Privacy Policy ( www.materiacollective.com/legal/privacy_policy ) and Cookie Policy ( www.materiacollective.com/legal/cookie_policy ). By ordering from Materia Collective, you certify that you have read and understood these policies, and agree to them. If you do not agree to these terms and policies, do not order from Materia Collective.

In a hurry? tldr;:

-Pre-orders can be canceled for a refund or store credit within 7 days of placing your order.
-Orders of in-stock items can be canceled for a refund or store credit within 24 hours of placing your order.
-Returns for damaged products are available to US customers only.
-Sales of all digital items is final. Digital items cannot be refunded, returned, or canceled.
-Media Mail is uninsured and we cannot offer support for any orders shipped using Media Mail.


Payments & Transactions
All orders, including orders that include pre-order or back-order items, are charged at the time of purchase.

Materia does not retain payment information. In the case of refunds, we will do our best to coordinate a suitable method of processing refunds.

Shipping Information & Media Mail Notice
Materia ships from Washington state, USA. We aim to ship your order within 10 business days, regardless of your carrier or shipment preference.

We offer discounted shipping options: Media Mail for US customers and USPS First Class International for our friends located outside the USA.

These carrier options are void of warranty, insurance, and guarantee, and we are unable to provide support for orders placed using Media Mail or USPS First Class International in the event of damage or loss, and we are unable to offer replacements.

We strongly encourage choosing a more premium shipping option via UPS, DHL, or FedEx.

Refund & Cancellation Policy
We want you to be happy with your orders, and it's okay to change your mind!

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@themateriastore.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@themateriastore.com.


Back-ordered / Pre-ordered Products
Some of our products are available for purchase before they are manufactured. Manufacturing completion dates may change without notice, and we do our best to share production timelines on our Production Updates page.

Please contact us within seven (7) days of placing your order if you would like to cancel your pre-order / back-order. If your order is unshipped, we are able to cancel your order and offer a full refund or Materia credit.

In-Stock Products
Most of our items are in stock and are ready to ship!

If you change your mind, please contact us within 24 hours of placing your order. If your order has already shipped, we are unable to offer a refund.

Damaged Products
If a product arrived damaged, please let us know within 14 days of the arrival date, and share photos of the damaged products and packages. We are unable to accommodate requests beyond the 14-day window, or requests without provided photos, so please inspect and document your products when you receive them.

Minor aesthetic defects are not covered by this policy. We will try to accommodate replacements, or partial replacements, as is possible given our inventory and supply.

Orders damaged or lost in transit via Media Mail or USPS First Class International are not eligible for any replacement or refund.

Moving & Change of Address
If your shipping address has changed since you placed your order, please contact us as soon as possible to update your shipping address!

We will accommodate your change of address request if it is received before your order is shipped. There may be a fee attached to changing your address if your country/territory has changed.

Materia is not responsible for your package if you change your shipping address with a carrier, or reconsign your shipment.

Missing & Lost Mail
Missing and lost mail must be reported within 90 days of the shipment date. We are unable to support requests outside the 90-day windows

Materia is not responsible for stolen mail and packages.

International Orders
Materia ships from Washington, USA.

You are responsible for any applicable taxes like VAT, import fees, or any other fees that are outside Materia's control. No refunds will be provided for rejected, unpaid, abandoned, unclaimed, or destroyed mail due to unpaid fees.

Mail carriers in the US require that addresses are romanized, and we cannot fulfill orders that are not romanized. If you are shipping an order to a destination outside the US (such as, but not limited to, Japan or China), please ensure your address is formatted correctly.

United Kingdom / Brexit Notice
Until further notice, Materia is not able to accept orders from UK customers, or ship orders to UK territories. Brexit has introduced requirements that we are not able to accommodate.

Shipments and orders to other countries remain unaffected.

Split Orders / Merged Orders
We ship all products in your order together. If your order includes pre-ordered/back-ordered items, your order will ship when all items are in stock. We recommend placing separate orders if this is of concern to you.

Exceptions / non-returnable items

We sell various digital products which are automatically redeemed at time of purchase. Sales of all digital items is final. Digital items cannot be refunded, returned, or canceled.

We also cannot accept returns on sale items or gift cards.

Miscellaneous
Pricing and availability of items and products may change without notice. We reserve the right at any time and without notice to update production information and to correct and/or remove product-related errors, inaccuracies, and omissions.

We may notify you via email if your order is returned as undeliverable or unclaimed. This can happen if there are unpaid import fees, or invalid or improperly-formatted address, or any other circumstance outside Materia's control. Returned and refunded orders may be returned to our inventory.

Your total cost for the purchase of any product includes shipping charges. For processed, shipped, and returned products, these fees are paid for, and cannot be refunded to you if your ordered item(s) are returned for a refund, or are undeliverable.

For other questions or concerns regarding these policies, please contact us.
Return Policy
Effective
These shipping policies are between you and Materia Music Inc. d/b/a Materia Collective, and are in addition to our Privacy Policy ( www.materiacollective.com/legal/privacy_policy ) and Cookie Policy ( www.materiacollective.com/legal/cookie_policy ). By ordering from Materia Collective, you certify that you have read and understood these policies, and agree to them. If you do not agree to these terms and policies, do not order from Materia Collective.

In a hurry? tldr;:

-Pre-orders can be canceled for a refund or store credit within 7 days of placing your order.
-Orders of in-stock items can be canceled for a refund or store credit within 24 hours of placing your order.
-Returns for damaged products are available to US customers only.
-Sales of all digital items is final. Digital items cannot be refunded, returned, or canceled.
-Media Mail is uninsured and we cannot offer support for any orders shipped using Media Mail.


Payments & Transactions
All orders, including orders that include pre-order or back-order items, are charged at the time of purchase.

Materia does not retain payment information. In the case of refunds, we will do our best to coordinate a suitable method of processing refunds.

Shipping Information & Media Mail Notice
Materia ships from Washington state, USA. We aim to ship your order within 10 business days, regardless of your carrier or shipment preference.

We offer discounted shipping options: Media Mail for US customers and USPS First Class International for our friends located outside the USA.

These carrier options are void of warranty, insurance, and guarantee, and we are unable to provide support for orders placed using Media Mail or USPS First Class International in the event of damage or loss, and we are unable to offer replacements.

We strongly encourage choosing a more premium shipping option via UPS, DHL, or FedEx.

Refund & Cancellation Policy
We want you to be happy with your orders, and it's okay to change your mind!

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at support@themateriastore.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at support@themateriastore.com.


Back-ordered / Pre-ordered Products
Some of our products are available for purchase before they are manufactured. Manufacturing completion dates may change without notice, and we do our best to share production timelines on our Production Updates page.

Please contact us within seven (7) days of placing your order if you would like to cancel your pre-order / back-order. If your order is unshipped, we are able to cancel your order and offer a full refund or Materia credit.

In-Stock Products
Most of our items are in stock and are ready to ship!

If you change your mind, please contact us within 24 hours of placing your order. If your order has already shipped, we are unable to offer a refund.

Damaged Products
If a product arrived damaged, please let us know within 14 days of the arrival date, and share photos of the damaged products and packages. We are unable to accommodate requests beyond the 14-day window, or requests without provided photos, so please inspect and document your products when you receive them.

Minor aesthetic defects are not covered by this policy. We will try to accommodate replacements, or partial replacements, as is possible given our inventory and supply.

Orders damaged or lost in transit via Media Mail or USPS First Class International are not eligible for any replacement or refund.

Moving & Change of Address
If your shipping address has changed since you placed your order, please contact us as soon as possible to update your shipping address!

We will accommodate your change of address request if it is received before your order is shipped. There may be a fee attached to changing your address if your country/territory has changed.

Materia is not responsible for your package if you change your shipping address with a carrier, or reconsign your shipment.

Missing & Lost Mail
Missing and lost mail must be reported within 90 days of the shipment date. We are unable to support requests outside the 90-day windows

Materia is not responsible for stolen mail and packages.

International Orders
Materia ships from Washington, USA.

You are responsible for any applicable taxes like VAT, import fees, or any other fees that are outside Materia's control. No refunds will be provided for rejected, unpaid, abandoned, unclaimed, or destroyed mail due to unpaid fees.

Mail carriers in the US require that addresses are romanized, and we cannot fulfill orders that are not romanized. If you are shipping an order to a destination outside the US (such as, but not limited to, Japan or China), please ensure your address is formatted correctly.

United Kingdom / Brexit Notice
Until further notice, Materia is not able to accept orders from UK customers, or ship orders to UK territories. Brexit has introduced requirements that we are not able to accommodate.

Shipments and orders to other countries remain unaffected.

Split Orders / Merged Orders
We ship all products in your order together. If your order includes pre-ordered/back-ordered items, your order will ship when all items are in stock. We recommend placing separate orders if this is of concern to you.

Exceptions / non-returnable items

We sell various digital products which are automatically redeemed at time of purchase. Sales of all digital items is final. Digital items cannot be refunded, returned, or canceled.

We also cannot accept returns on sale items or gift cards.

Miscellaneous
Pricing and availability of items and products may change without notice. We reserve the right at any time and without notice to update production information and to correct and/or remove product-related errors, inaccuracies, and omissions.

We may notify you via email if your order is returned as undeliverable or unclaimed. This can happen if there are unpaid import fees, or invalid or improperly-formatted address, or any other circumstance outside Materia's control. Returned and refunded orders may be returned to our inventory.

Your total cost for the purchase of any product includes shipping charges. For processed, shipped, and returned products, these fees are paid for, and cannot be refunded to you if your ordered item(s) are returned for a refund, or are undeliverable.

For other questions or concerns regarding these policies, please contact us.