At Matevape, we are committed to ensuring every order arrives safely and on time. Please review the details of our order processing and shipping policies below:
Order Processing
We process and dispatch orders within 3–5 business days after your purchase is completed.
In most cases, you can expect to receive your items within 10–18 business days after shipment.
Please note that we do not ship on weekends or public holidays.
Order Tracking
Once your order has shipped, a tracking number will be sent to your email.
Please check your inbox and spam folder, and add us to your trusted contacts to ensure you receive all notifications.
You can track your shipment via 17track.net.
Please allow 3–7 days for tracking updates to appear after dispatch.
Order Modifications & Cancellations
If your order has not yet been shipped, you may request cancellation or a change of delivery address.
However, once the order is shipped, we are unable to issue refunds or update the address.
Customs & Clearance Services
We provide DDP (Delivered Duty Paid) shipping for the following countries/regions, meaning you will not need to pay customs duties or clearance fees:
- European Union: DHL Express / DPD Express
- United Kingdom: Royal Mail
- United States: UPS (excluding Alaska and Hawaii)
- Australia: Australia Post
Please note that DDP service is not available in all countries.
Countries with strict customs regulations (such as Denmark, Norway, and Switzerland) may not qualify for DDP and may incur additional fees ranging from 10 to 80 EUR.
Additional Information
If an order is refused or fails to be delivered due to incorrect address details, age verification issues, or other reasons, additional fees may apply.
We strongly recommend double-checking your information at checkout to avoid delivery problems.
Some remote areas may require additional shipping fees and may experience longer delivery times.
While we will make every effort to ensure timely delivery, delays may occur in such regions.
Customer Support
If you have any questions or special requests regarding the shipping process, please feel free to contact our customer support team.
We are dedicated to providing the best possible service experience for every customer.
Thank you for choosing Matevape. We look forward to delivering a high-quality shopping experience!