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.