RETURNS AND SHIPPING POLICY

Matrix Wholesale Returns and Shipping Polices 

RETURNS

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately, we cannot offer you a refund or exchange. Damaged or used items are subject to a 35% restocking fee. All custom machine orders will be subject to a 15% restocking fee if orders are cancelled prior to shipment. 

To return your product, you should mail your product to 5200 Thatcher Road Downers Grove, IL 60515

All discrepancies must be reported within 2 days of receiving your order.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.

Depending on where you live, the time it may take for your exchanged product to reach you, may vary.


To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Glass Bubblers, Pipes and Rigs that arrive damaged or defective will need to be reported within 2 business days. A return label will be provided to you to ship back to our warehouse. Upon receipt of the items a credit or replacement will be issued.

To complete your return, we require a receipt or proof of purchase.

Refunds
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 10 to 14 days.

Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next, contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at info@matrix-wholesale.com 


Clearance items
Only regular priced items may be refunded, unfortunately, clearance items cannot be refunded.

Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at:                      

 info@matrix-wholesale.com and send your item to 5200 Thatcher Road Downers Grove, IL 60515.

 

SHIPPING

When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.

Typically, if an Expedited shipping method have been selected and your order was placed before 2:00PM CST, your order should be processed and shipped the same business day, although exceptions may occur. Same day shipping is typical, although under extraneous circumstances based on warehouse volume, it is not a guarantee

Orders are processed during business hours (Monday to Friday, 10:00AM to 5:00PM CST). Most orders that are placed before 2:00PM CST, will ship the same day, however under extraneous circumstances, based on warehouse volume, it is not a guarantee.

You will automatically be emailed a tracking number when your order ships. If the tracking number is non-active, please allow twelve (12) hours for the carrier to update the tracking status.

Depending on rates, we ship UPS and USPS. We use real time monitoring to insure you get the best shipping rate possible! 

Your product will ship from 5200 Thatcher Road Downers Grove, IL 60515. 

Currently, we are not able to ship to apartment buildings.

If you choose UPS as your shipping method, use the map below as a general guide on when you should expect your order. Please note, this does not include time to pick and pack your order. Most orders that are placed before 2:00PM CST, will be processed and shipped the same business day, however under extraneous circumstances, based on warehouse volume, it is not a guarantee.

Freight Forwarders

Any orders that are shipped to a freight forwarder, must be paid for by wire transfer. Once the wire has cleared, we can ship to your freight forwarder. 

Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.

Typically, if an Expedited shipping method have been selected and your order was placed before 2:00PM CST, your order should be processed and shipped the same business day, although exceptions may occur. Same day shipping is typical, although under extraneous circumstances based on warehouse volume, it is not a guarantee

Orders are processed during business hours (Monday to Friday, 10:00AM to 5:00PM CST). Most orders that are placed before 2:00PM CST, will ship the same day, however under extraneous circumstances, based on warehouse volume, it is not a guarantee.

You will automatically be emailed a tracking number when your order ships. If the tracking number is non-active, please allow twelve (12) hours for the carrier to update the tracking status.

Depending on rates, we ship UPS and USPS. We use real time monitoring to insure you get the best shipping rate possible! 

Your product will ship from 5200 Thatcher Road Downers Grove, IL 60515. 

Currently, we are not able to ship to apartment buildings.

If you choose UPS as your shipping method, use the map below as a general guide on when you should expect your order. Please note, this does not include time to pick and pack your order. Most orders that are placed before 2:00PM CST, will be processed and shipped the same business day, however under extraneous circumstances, based on warehouse volume, it is not a guarantee.

 

 

 $250 Minimum Order (Cash or Credit Card) 

  • Physical Tax ID Card must be present on your first order. You can also email it to info@matrix-wholesale.com 
  • We do not offer Cash & Carry service, sorry for the inconvenience.

 

Virgin Islands and Puerto Rico

We currently ship to the Virgin Islands and Puerto Rico; however, any free shipping promos are not applicable. Shipping times 5 to 7 days.

For larger orders, you may contact us directly to arrange your own shipping through your preferred carrier. 

We reserve the right to cancel any order that does not meet our security requirements.

International customers:

Currently, we only ship domestically. We do not accept international credit cards. International customers: if you try to place your order, your credit card MAY authorize the full amount, but the authorization will eventually be canceled. Your orders will NOT be processed. Funds will NOT be captured.

 

5200 Thatcher Road

Downers Grove, IL 60515

USA

 

Operations Hours 

Monday - Friday from 10 AM-5 PM

Saturday 9 AM-12 PM

(872) 251-4195

info@matrix-wholesale.com