Common Questions
If you do not see the answer to your question below, feel free to contact us.
PAYMENTS
What payment methods do you accept? —
All payments are automated and credentials are handled exclusively by the provider of your choice and never accessible on our end for your security.
- All major credit cards:
- Visa
- Mastercard
- American Express
- Discover
- JCB
- Diners Club
- Elo
- Accelerated methods (not currently available for subscription payments):
- PayPal
- Apple Pay
- Google Pay
- Installments (not currently available for subscription payments):
- Afterpay
- Cryptocurrencies (not currently available for subscription payments):
- Bitcoin
- Ethereum
- Litecoin
- Bitcoin Cash
- DAI
- USDC
Do you offer educational discounts? —
Yes. We use VerifyPass to instantly approve educators and students for a 15% educational discount. Check your eligibility here.
Homeschools also qualify for our educational discount—contact us for a homeschool discount.
Homeschools also qualify for our educational discount—contact us for a homeschool discount.
Do you accept purchase orders (POs)? —
SHIPPING
When will my order ship? —
We ship all orders from our shop in Tulsa, OK the next business day, sometimes 2 business days if we've had a large number of orders. If you ordered a subscription box with your order, it will ship separately with the rest of our monthly subscription box batch.
All subscription boxes ship in the first week of each month. The cutoff for each month's box is the end of the previous month. (For example, if you signed up between July 1–July 31, your first box will ship in the first week of August.) All subsequent boxes will also ship in the first week of each month thereafter.
How can I track my order? —
You'll receive tracking information via email the moment your order ships. You can also check your order status here by entering the order number and the email you ordered with.
Please allow a day or two for it to update in the USPS system. We do not have access to any additional tracking information beyond what you have.
How can I update the shipping address on my order? —
Let us know via email about the change as soon as possible. Once the order ships we cannot reroute it, but we'll make sure it gets to you eventually.
Do you ship internationally? —
Yes. We currently ship most items* to all 190+ countries that USPS serves. Please note, international orders take a bit longer to reach their destination due to customs clearances. Some of the most common delivery times are:
Please allow at least this much time to have passed before contacting us about your box. Check for the latest USPS service alerts here.
* We cannot ship certain items internationally, including animal remains and shredded US currency.
- Canada: 1-2 weeks
- UK/GB: 2-3 weeks
- Everywhere else: 2-4 weeks
Please allow at least this much time to have passed before contacting us about your box. Check for the latest USPS service alerts here.
* We cannot ship certain items internationally, including animal remains and shredded US currency.
My order says it shipped, but I haven't received it. —
If you've waited the expected shipping duration, and the tracking hasn't been updated recently, contact us and we'll see what we can do on our end. We will send a replacement if it appears USPS has lost the order (this is happening more frequently lately.)
Please keep in mind that we have no control over the USPS. I can't believe we have to say this but a surprising number of people seem to not understand how the mail works: once the order leaves our building, shipping delays and service interruptions are out of our control. We have the same tracking information as you.
Please keep in mind that we have no control over the USPS. I can't believe we have to say this but a surprising number of people seem to not understand how the mail works: once the order leaves our building, shipping delays and service interruptions are out of our control. We have the same tracking information as you.
My holiday gift order was late even though I ordered it before the shipping deadline. —
Please accept this heartfelt apology from Postmaster DeJoy and thank you for not blaming us.
MATTER
When will my box of Matter ship? —
All subscription boxes ship in the first week of each month. The cutoff for each month's box is the end of the previous month. (For example, if you signed up between July 1–July 31, your first box will ship in the first week of August.) All subsequent boxes will also ship in the first week of each month thereafter.
US subscribers can expect to receive their boxes in 2–5 business days after shipping. International subscribers can expect to receive theirs in 2-4 weeks due to customs clearances.
US subscribers can expect to receive their boxes in 2–5 business days after shipping. International subscribers can expect to receive theirs in 2-4 weeks due to customs clearances.
How can I track my order? —
You'll receive tracking information via email the moment your box ships. Please allow a day or two for it to update in the USPS system. We do not have access to any additional tracking information beyond the standard USPS tracking.
How do I update the shipping address on my subscription? —
You can modify your shipping address at this page after logging in to your account. Select the subscription you'd like to update, and click change below the shipping address section.
How do I update the payment details for my subscription? —
You can modify your card info and billing address at this page after logging in to your account. Select the subscription you'd like to update, click update below the payment method section, and we'll email you a secure link to update your payment info.
When will my subscription renew? —
Your subscription will renew—and your payment method on file will be charged—on the same day of the month that you initially subscribed. (For example, if you signed up on February 24, your box will ship in the first week of March, and your subscription will renew on March 24.)
What happens if my payment declines? —
We'll reattempt to charge your payment method on file each day for up to 5 days. If after 5 retries your payment is still unsuccessful, your subscription will be cancelled. Be sure to update your payment method in your account if your card expires or your billing address changes. If your subscription is cancelled due to failed payment attempts, you're welcome to resubscribe at any time.
How do I pause my subscription? —
You can pause your subscription at any time from this page after logging in to your account. Select the subscription you'd like to pause, and click pause below your subscription status details.
Do you offer longer subscription terms? —
Yes. We typically reserve these for schools and other organizations where a longer, pre-paid term makes more sense. Contact us here if you think a longer subscription would fit your needs.
Will I receive duplicate Matter boxes? —
Matter is new every month, so you should not receive any duplicate items. Please contact us if you do so we can find out what went wrong and make sure you get the right items.
Subscribers outside of the US may occasionally receive slightly different boxes than US subscribers due to legal shipping restrictions.
Subscribers outside of the US may occasionally receive slightly different boxes than US subscribers due to legal shipping restrictions.
How do I cancel my subscription? —
You can cancel your subscription at any time from this page after logging in to your account. Select the subscription you'd like to cancel, and click cancel below your subscription status details.
How do I resubscribe after I have cancelled? —
Simply start a new subscription here
SUSTAINABILITY
What is your carbon footprint? —
For 2020 our CO2 footprint was -342 tonnes. Yes, it's a negative number. This means the amount of carbon-capturing activities we engaged in for the year far outweighed our carbon-emitting activities. Most businesses couldn't tell you what their carbon impact is or how to calculate it.
We don't do this for the PR. We believe it is our responsibility as humans to make sure our business's existence doesn't harm other humans. This should not be controversial. Seriously, that should not be such an extraordinary claim that it makes it into our company bio.
Side note: The term "carbon footprint" is only in wide use now thanks to the $250 million dollar ad campaign by the oil company BP to shift responsibility for the solving climate change from the fossil fuel industry onto the individual. The fossil fuel industry is by far the most responsible for the destruction of Earth's atmosphere, and they have know as much since the 1980s.
https://mashable.com/feature/carbon-footprint-pr-campaign-sham/
We don't do this for the PR. We believe it is our responsibility as humans to make sure our business's existence doesn't harm other humans. This should not be controversial. Seriously, that should not be such an extraordinary claim that it makes it into our company bio.
Side note: The term "carbon footprint" is only in wide use now thanks to the $250 million dollar ad campaign by the oil company BP to shift responsibility for the solving climate change from the fossil fuel industry onto the individual. The fossil fuel industry is by far the most responsible for the destruction of Earth's atmosphere, and they have know as much since the 1980s.
https://mashable.com/feature/carbon-footprint-pr-campaign-sham/
Why did I get an email that says you bought me a tree? —
We offset the emissions of every order placed from start to finish (website usage, power usage, shipping, etc.) by planting trees at certified agroforestry projects around the world. In order to involve our customers and get people more familiar with offset, we send the tree information—such as species, location, and CO2 sequestering capacity—to you.
What environmental practices does your business engage in? —
In addition to planting trees, we also take common sense actions to minimize our emissions:
- We've upgraded our facility with energy & water efficient equipment. (Upfront cost: ~ a few hundred dollars)
- We pay for 100% WindChoice power. (Cost: about $47 extra/year in our area)
- We only purchase recycled cardboard boxes and all-natural corn-, mycelium-, or sugar-based foam. (Cost: about 25% cheaper than traditional foam)
- We reduce, reuse, and recycle anything we can, especially packing materials. (Cost: $0)
- Our company vehicle is electric. (Electricity cost: ~$20/month + no more oil changes!)
- We encourage our suppliers to combine shipments and avoid using oil-based packing materials.
- We prioritize suppliers who prioritize the environment.
- We encourage other businesses to go carbon-negative since it doesn't cost nearly as much as many believe it might.