FAQ

Where do you ship?

We ship to the 48 contiguous United States and Washington, DC.

We do not currently ship to Alaska, Hawaii, Puerto Rico, other U.S. territories, APO/FPO/DPO addresses, or international destinations.

How much does shipping cost?

Standard shipping costs $5.00 for orders under $50.00. Orders of $50.00 or more qualify for free standard shipping.

The threshold is based on the merchandise subtotal after any applicable discounts and before taxes and shipping charges. All amounts are in U.S. dollars.

How long will my order take?

Orders are normally processed within 1–2 business days. Standard shipping typically takes 5–8 business days after shipment.

Processing time is separate from transit time. Business days are Monday through Friday, excluding U.S. federal holidays.

Delivery times are estimates and may be affected by carrier delays, weather, or holidays.

How can I track my order?

Once your order ships, we will email you a shipping confirmation with tracking information. Tracking updates may not appear immediately after a shipping label is created.

If your package is delayed or marked as delivered but cannot be located, please contact us with your order number so we can investigate.

Can I change or cancel my order?

Please email jsxmmz@mativelle.com as soon as possible with your order number and the requested change.

We will try to help, but changes or cancellations may not be possible once fulfillment has begun. If your order has already shipped, you may request a return or exchange after delivery under our Return & Refund Policy.

Do you accept returns and exchanges?

Yes. You may request a return or exchange within 30 calendar days of delivery, including if you change your mind.

For change-of-mind requests, items must remain in their original condition and include all supplied accessories. You may open the packaging to inspect your purchase.

Items damaged, stained, or altered through use or misuse are not eligible for change-of-mind returns or exchanges. These conditions do not prevent you from reporting products that arrive damaged, defective, incomplete, or incorrect.

Exchanges are subject to availability. If your requested replacement is unavailable, you may choose a refund instead. Any price difference for a different replacement item will be confirmed with you before the exchange is completed.

Are returns and exchanges free?

MATIVELLE covers return shipping and replacement shipping for eligible returns and exchanges within the 48 contiguous United States and Washington, DC.

This applies regardless of your original order value. The $50.00 free shipping threshold does not apply to eligible return or exchange shipments.

We do not charge a restocking fee.

Please contact us before mailing an item back. We will provide the correct return address, instructions, and a prepaid shipping label or another return arrangement paid for by MATIVELLE.

When will I receive my refund?

After receiving your returned items, we will complete our review and issue any approved refund within 5–10 business days, or sooner where required by law.

Refunds are issued to the original payment method. Your bank or payment provider may require additional time to post the refund.

For change-of-mind returns, any original outbound shipping charge is non-refundable, except where required by law. For damaged, defective, or incorrect items, we will also refund any original shipping charge attributable to the affected items.

If your order originally qualified for free shipping, we will not deduct an outbound shipping charge from your refund.

What if my order arrives damaged or incorrect?

Contact us at jsxmmz@mativelle.com with your order number and a description of the issue. Please include photos if available.

We will review the issue and work with you to arrange an appropriate refund or replacement. Please wait for our instructions before returning an affected item.

How can I contact MATIVELLE?

Email: jsxmmz@mativelle.com
Phone: +1 985-974-7199

Our customer service hours are Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time (ET). We are closed on Saturdays and Sundays.

Messages received outside our service hours will be reviewed during our next business hours.

MATIVELLE is operated by CANVAS CLIQUE LLC.

For complete details, please review our Shipping Policy and Return & Refund Policy.