Shipping Policy

Due to ongoing Covid-19 impacts, there may be a delay with your order shipping times which are out of our control. We appreciate your understanding during these times. Mateo & Pals is not responsible for these delays.

PROCESSING
All orders are processed within 2-3 business days after your order is placed (excluding weekends and holidays).

CANADA
Shipping rates are automatically calculated at checkout. You will receive an email when your order has been shipped along with a tracking number. Your tracking number will provide you with the estimated delivery date determined by Canada Post. Packages typically arrive within 3-8 business days.

USA
*At this time we currently DO NOT ship to Hawaii, Alaska & Missouri.

Shipping rates are automatically calculated at checkout. You will receive an email when your order has been shipped along with a tracking number. Your tracking number will provide you with the estimated delivery date determined by Canada Post. Packages typically arrive within 4-8 business days.

Mateo & Pals is not responsible for packages held at customs, as this is out of our control. We are not responsible for any customs and taxes applied to your order after it is shipped by the country of import. Any cross border duties and taxes are the responsibility of the customer.

INTERNATIONAL SHIPPING
We currently ship to Canada and the United States only.

SHIPPING ADDRESS
Mateo & Pals is not responsible for lost packages due to incorrect or incomplete shipping information provided by the customer. Please ensure your shipping address is correct during checkout. If you notice an address error after confirming your purchase,
please contact us via email at mateoandpals@gmail.com. Once your item has been shipped, we will not be able to make correction to the shipping address.

DAMAGES & LOST PACKAGES
Mateo & Pals is not liable for any products that are damaged while in transit. If you received a damaged order, please contact Canada Post to file a claim. We thoroughly check all of our products before shipping them out to you.

If your tracking information shows your package as being delivered and you cannot locate your parcel, you can contact Canada Post directly as they have more information then we do with “delivered packages”. If you are not successful with Canada Post, please email us at mateoandpals@gmail.com, and we will do our best to help you.

LOCAL PICKUP
Local pickup is always FREE. Our local pick up location is in Port Coquitlam, BC and orders are packaged within 24-48 hours. You will receive an email confirmation when your order is ready and instructions on how to set up a pick up date/time.

COUPON CODES
Please be aware that any coupon codes and automatic discounts cannot be combined or applied to past orders. Discount codes will not work on already discounted merchandise.