FREQUENTLY ASKED QUESTIONS

When can I expect my order to arrive? Can I track my order?

Orders are typically processed within 2-3 business days, but this may be longer depending on holiday seasons. As soon as your order ships, you will be provided with a tracking number via email so you can track the status of your shipment. If your order is sent via standard shipping, expect it to arrive within 4-10 business days. If your order is sent via UPS expedited shipping, expect it to arrive within 1-2 business days. You will also find your order details and tracking information on the Order History tab within the My Account section.

When will I receive my order?

Once shipped, your order will arrive within 4-10 business days, or 1-2 business days if you chose UPS Expedited shipping.

How long before my order is shipped?

Orders are processed within 2-3 business days, and once shipped, you'll be sent a shipment confirmation email. If you have not received your confirmation email, please check your spam folder and/or email us for a copy.

What shipping method do you use?

We use USPS and UPS for picking orders up from our warehouse. All orders are then transferred to USPS for final delivery. You can track your order's progress using the tracking number provided in your shipment confirmation email.

What is your exchange policy? 

We want you to be happy. It's that simple. We can't imagine why you would need to return or exchange an item, but if you must...

• -Returns must be made within 2 weeks of receipt.
• -Before you return an item, please email us at returns@catstudio.com or call 800-819-3367.
• -Items must be in new condition with all the tags and packaging in place.
• -Generally, we do not cover the cost of shipping returned or exchanged items back to us. We highly recommend you to use an insured service (we cannot accept responsibility for any lost or damaged packages).
• -Here's where to ship:

• catstudio
  attn: returns
  1340 Industrial Avenue, Suite A
  Petaluma CA 94952

When will I see my account credited for my return?

Once your return has been processed by our warehouse, you will receive an email regarding your credit or refund. Refunds can typically take 5-7 business days to reflect back on to your account. Some financial institutions may release holds sooner or take longer depending on their policies. For any additional questions about time length of holds, please contact your bank. 

FAQ 2 Template

Guarantee

At La Matera™ we are committed to ensuring you are completely satisfied with every one of your purchases. As long as the item has not been damaged by the wearer’s misuse, such as water damage, we will always stand behind our product’s integrity and function.

Shipping

Orders placed during weekday hours are processed within 24 hours. Orders placed over the weekend are processed on the following business day. Our complimentary shipping option is USPS Priority Mail and packages typically arrive within 3-4 days of their ship date.

Expedited orders must be placed by 2:00 PM EST to start processing the same day and will arrive based on the transit time of the selected service.

Our fulfillment center operates in accordance with all major U.S. holidays. All orders placed on a holiday will be fulfilled the next business day.

Free Prepaid Return Labels 

No more hassle.  La Matera™ provides prepaid return labels for any domestic order. Complete our exchange and return form and we will send you a label within 24 hours.

Exchanges/Returns

We gladly accept exchanges and returns as long as the product is in new condition and unworn/unused.  All products can be returned within 30 days from date of purchase for a full refund (excluding original shipping charges). If the item was purchased from one of our retail partners, please return or exchange the item with the retailer. *Items returned over 30 days after the date of purchase will be issued store credit.

All orders placed between November 1, 2018 and December 25, 2018 will have an extended return period of 60 days.

Product Exchange Availability

Availability of your desired replacement item is not guaranteed, but we will make every effort to meet your needs. If the product you wish to exchange for is not available we will contact you via email or the phone number you provided with your return to discuss alternatives.

Received Order Mistake

If you receive damaged, defective, or incorrect merchandise, please contact us so we can promptly resolve the issue.

Gift Messages

Great minds think alike. We're happy to include a gift message with your order. Please send your message to support@lamatershop.com or call us at 917.336.0509. 

Talk to Us.

Please feel free to call or email us with any questions: support@lamatershop.com or 917.336.0509. 

Please allow us 24 hours to provide you with excellent service.

Send Returns and Exchanges to:

La Matera Fulfillment Center
1510 Front Street
Suite 300
San Diego, California 92101