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FAQ 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.


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.


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
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