Orders
How do I track my order?
Tracking the status of your order is easy. Once your order has been processed and shipped, you will receive a confirmation email containing a unique tracking number. You can use your tracking number on our website or the carrier's website to monitor the real-time status and location of your package.
Can I modify or cancel after it has been placed?
We understand that circumstances may change. If you need to modify or cancel your order, please contact our customer support team as soon as possible. We will do our best to accommodate your request, but please note that orders are processed quickly to ensure prompt delivery.
What payment methods do you accept?
We offer a variety of convenient payment methods to make your shopping experience seamless. Accepted payment methods include major credit cards.
Shipping
What is your shipping policy?
Last Updated: April 10, 2026
Shipping Carriers
All wholesale orders are shipped through trusted international carriers, including DHL, FedEx, and UPS.
The carrier used for each shipment may vary depending on destination, package size, and logistics requirements.
Order Processing Time
Orders are processed within 1–3 business days after payment confirmation.
Once shipped, you will receive a tracking number via email.
Shipping and Delivery Time
Delivery times typically range from 7 to 20 business days, depending on the destination, shipping method, and logistics conditions.
As an international wholesale supplier, delivery times may vary due to factors such as customs clearance and local carrier operations.
Tracking Information
After your order has been dispatched, all tracking updates (including status, delays, inspections, etc.) are managed directly by the shipping carrier through their official tracking systems.
The tracking number remains the same from shipment until final delivery.
Shipment Updates and Delivery Timeline
Your shipment will receive regular tracking updates as it progresses to the destination country and through customs.
During customs inspection, tracking updates may be temporarily limited or delayed.
Once the package is cleared by customs, tracking updates will resume normally until delivery is completed.
Customs, Duties and Delays
International shipments may be subject to customs clearance procedures, which can cause delays beyond our control.
Any customs duties, taxes, or import fees are the responsibility of the buyer unless otherwise agreed in writing.
Delivery Responsibility
The shipping carriers (DHL, FedEx, UPS) are the only parties authorized to provide real-time tracking and delivery updates.
We are not responsible for delays caused by customs processing, carrier transit issues, or incorrect shipping information provided by the customer.
Lost or Delayed Packages
If your package appears delayed beyond the estimated delivery timeframe, we recommend checking directly with the carrier using your tracking number.
If additional assistance is needed, our support team can help investigate the shipment status.
Contact and Support
If you need assistance with your shipment, please contact us:
MatildaXpress
1121 W Price Blvd Unit #2080
North Port, Florida 34288
United States
Email: support@matildaxpress.com
Phone: +82 10 8028 7955
Important Notice
By placing an order with us, you acknowledge and agree that shipping updates are handled by the carrier, delivery timelines may vary due to external factors, and tracking information provided is the most accurate and up-to-date source.
How much does shipping cost?
The exact shipping costs are calculated based on the destination and the weight of the items in the customer's shopping cart. Customers can view the shipping costs during the checkout process before completing their purchase.
Do you ship internationally?
Yes, we do offer international shipping to many countries. During the checkout process, customers can select their country, and shipping costs and estimated delivery times will be provided accordingly.
Returns
What is your return policy?
Last Updated: April 10, 2026
General Policy
At MatildaXpress, we are committed to providing a professional and transparent wholesale service. As an international wholesale supplier, delivery timelines may vary depending on destination, logistics, and customs procedures.
Refund Conditions
A refund may only be issued in the case of a confirmed issue with the shipment, such as a lost, seized, or undelivered package, verified by the shipping carrier.
If your order is still in transit or undergoing customs inspection, no immediate refund will be issued.
Customers may request a refund if the delivery time exceeds the normal delivery timeframe, which is typically 7 to 20 business days, depending on destination and shipping conditions.
Important Notice
Delays caused by customs authorities or shipping carriers are beyond our control and are not considered valid reasons for immediate refunds. Tracking updates provided by the carrier are considered the most accurate source of information.
Available Options
Depending on the situation, customers may choose one of the following:
Wait for the delivery of the package
Request a reshipment of the order
Request a refund (subject to eligibility and verification)
Non-Refundable Situations
Refunds will not be issued in the following cases:
Incorrect or incomplete shipping address provided by the customer
Delays caused by customs clearance or carrier issues
Refusal to accept the package upon delivery
Refund Request Process
All refund requests must be submitted to our support team with the necessary information, including: Full name, order number and tracking number.
Customers agree to contact us before initiating any chargeback or dispute so we can resolve the issue directly.
Requests can be submitted through:
Email: support@matildaxpress.com
Phone: +82 10 8028 7955
Refund Processing Time
Once approved, refunds are processed within 3 to 7 business days. Processing times may vary depending on the original payment method.
Contact Information
MatildaXpress
1121 W Price Blvd Unit #2080, North Port, Florida 34288, United States
Email: support@matildaxpress.com
Phone: +82 10 8028 7955.
How do I initiate a return?
Initiating a return is simple. Log in to your account on our website, go to the order history section, and select the item you wish to return. Follow the provided instructions to generate a return authorization, and then ship the item back to us using the prepaid shipping label provided.
Are there return shipping fees?
In most cases, return shipping fees are the responsibility of the customer. However, if the return is due to an error on our part, such as receiving a damaged or incorrect item, we will cover the return shipping costs. We recommend using our provided prepaid shipping label for hassle-free returns.
Warranty
What is your warranty policy?
We stand behind the quality of our products and offer a 1-year warranty on all purchases. This warranty covers manufacturing defects and ensures that our customers receive items free from defects in materials and workmanship.
How do I register my product for warranty coverage?
Product registration for warranty coverage is a straightforward process. Upon receiving your order, you will find detailed instructions on how to register your product on our website.
What is not covered under the warranty?
While our warranty is comprehensive, there are certain situations not covered. The warranty does not extend to damages caused by misuse, accidents, modifications, or unauthorized repairs.
Wholesale
Do you offer wholesale pricing for bulk orders?
Absolutely! We offer competitive wholesale pricing for customers interested in purchasing our products in larger quantities. Our wholesale pricing is tiered, meaning that the more units you order, the lower the per-unit cost. To inquire about our wholesale pricing and terms, please contact our dedicated wholesale team.
What are the minimum order quantities for wholesale purchases?
Our wholesale program has minimum order quantity requirements to ensure you receive the best possible pricing and to streamline the fulfillment process. The minimum order quantities vary depending on the product. For detailed information on minimum order quantities, product availability, and bulk pricing, please get in touch with our wholesale team.
Gift Cards
How can I redeem my gift card?
Redeeming a gift card is a straightforward process. During the checkout process, there will be an option to enter your gift card code. Simply input the unique code found on your gift card, and the corresponding value will be applied to your total purchase.
Do gift cards have an expiration date?
Our gift cards typically do not have an expiration date. We want recipients to have the flexibility to use their gift cards at their convenience.