Most orders placed on business days are shipped within two business days.
We use the following carriers to deliver our orders:
- UPS (US only)
- FedEx (by request only)
Our customer service phone hours are from 11am to 8pm PST. We can be reached at 310-593-4527. If we are not able to answer due to call volume, please leave a message and someone will call you back within 24 hours. You can also email us through our contact form here.
You will receive a tracking number for your order in the email notification that your order has been fulfilled. If for any reason you do not receive the tracking number, you can contact customer service and we will provide it for you.
Once a package is picked up by the corresponding carrier service, Dr. Matea releases responsibility for the shipment. If for some reason the tracking information shows that the order is not being sent to the correct location, or is invalid, please contact our customer support team. We will be happy to assist by confirming the shipping details of the order. In some cases, an investigation can also be created through the carrier service. Please ensure that the location that your order is being shipped to is safe and secure. Dr. Matea is not liable for any packages that are lost or stolen, once they have been successfully delivered by the carrier.
The rate charged for the shipping of your order is based on the weight of your products and your location. Before the final checkout page you will be shown what the cost of shipping will be, and you will have a chance to not place your order.
WHEN WILL MY CARD BE CHARGED?
Your credit card will be charged when your order enters the shipping process. Your card provider will hold the necessary funds to fulfill the order through a pre-authorization hold. If your order is canceled the credit card will not be charged, however, the authorization hold may take 1-3 business days to drop from your account. The timing is dependent on the process followed by your banking institution.
We offer expedited shipping options to get your order to its destination sooner. Order placed before 1pm PST will usually be shipped out within 24 hours, sometimes the same day. Occasionally due to weather issues, our carrier is not able to get it to you on time. We cannot be responsible when this happens. Contact us and we will make every effort to track it down and see that is arrives to you as soon as possible.
We generally do not do back orders. If an item is not in stock, we normally wait to charge you and then contact you when it is back in to see if you would still like the item. If for some reason after placing your order, it become unavailable, we will contact you to see if you would like us to ship a partial shipment or wait and ship items all together.
We do not offer wholesale pricing at this time. If you would like to be notified if we start to offer this in the future, please email and we will let you know.
We do offer practitioner discounts of 25% for licensed practitioners: naturopathic doctors, massage therapists, chiropractors, medical doctors, and osteopathic doctors. Please email us a copy of your license and we are happy to set this up.
INTERNATIONAL ORDERS (OUTSIDE OF THE USA)
We are in the process of setting up international shipping on our website. At this time the shopping cart is only configured for shipping the USA If you would like to place an order from a different county, please call us or email us for more information.
Customer service and order fulfillment are closed to observe the following holidays: January 1 (New Year’s Day), Martin Luther King Jr.’s Birthday, Memorial Day, July 4th (Independence Day), Labor Day, Thanksgiving Day, Christmas Eve, and Christmas Day.
We go to great lengths to ensure that we only create and sell high quality products. We stand behind all of our products. If you are not satisfied with your order for any reason, you may request to return it for store credit or for an exchange.
In the rare instance that our product does not meet your expectation, all items are UNCONDITIONALLY GUARANTEED. You may return an item undamaged and unused within 30 days for a full refund (minus shipping fees) To request a return, please contact us at 310-593-4527 within 30 days of the placement of your original order. We will provide you with a return authorization number to include with the package.
Our downloadable products are also included in our unconditional money back guarantee. If you are not satisfied with any product, contact our customer service at 310-593-4527 or email through our contact page for a full refund.
We will gladly pay for return shipping if the product arrives damaged or is incorrect. If you do not contact us within the allotted time (14 days from original purchase), you will be responsible for paying for the damaged, lost or incorrect item. If an item is out of stock or no longer available, you will be issued a store credit for the product.
REFUNDS AND EXCHANGES
Customers may choose to apply the cost of any approved return to an exchange or use it as store credit. Only items that were damaged upon receipt, were missing from an order, or are returned with an intact seal are eligible for a cash refund.
HOW TO RETURN A PRODUCT
Please send approved
Dr. Matea Polisoto
23371 Mulholland Dr., #148
Woodland Hills, CA 91364
Please include a copy of the Return Authorization emailed to you by customer service. Please be sure to indicate whether you would like store credit or if you would like an exchange. If an exchange is desired, please indicate which products you would like to exchange the returned products for. Please allow 7-14 business days after receipt of returned items for a credit or exchange of items to appear in your account.
If you have any questions regarding our return procedure or policies, please contact us at 310-593-4527 or using the web form below. Thank you!