Payment & Shipping

payment

We process orders through the following:

  • Credit & Debit Cards through Paypal & Paymongo - payments are instantly processed through these apps
  • Bank Deposits through BPI - payments should be settled within 3 days of purchase. QR code for mobile transfers can be viewed here.
  • Mobile Payments via GCash - send your payments to 09285000123 via the GCash app
  • Installment Payments via Atome - select Atome as your payment method
  • Cash On Delivery - not available on the website

packaging

All of our items are carefully packaged for shipping with recyclable materials. However, we may, from time to time and depending on current weather conditions, package your items in a thick, reusable ziplock bag for added protection. We may also reuse plastic liners and bubble wrap from suppliers to get the most use out of them.

Some packaging may be non-biodegradable (based on the courier). We ask you to please reuse the plastic bags or use them as fillers for your ecobricks.

order turnaround time

We follow a schedule of shipping on Mondays, Wednesdays, and Fridays for regular and on-demand orders, however, we allow ourselves to break that rule sometimes!

All available items ship out within 2-3 business days (excluding holidays and weekends) from Pangasinan. You will be notified in case of delays or changes in shipping information. Please note that we have no control over delivery dates once your package leaves our hands.

You may receive an email or SMS notification with tracking details once your order ships out. Please make sure you enter the correct contact information upon checkout to receive these notifications. Use the tracking information on the courier's website to view the status of your delivery.

couriers

We ship plastic-free within Metro Manila via Lalamove or Grab. Shipments from Pangasinan are handled through Flash Express or J&T Express.

international shipping

We can ship most of our sustainable goods to the following countries within Asia through J&T Express:

  • Cambodia
  • China
  • Indonesia
  • Malaysia
  • Singapore
  • Thailand
  • Vietnam

Please note that your order may be subject to duties and taxes upon arrival in your country and international shipping rates apply. You will need to settle these fees for your package to be released by Customs.

Please send us a message if you want us to ship to your location for us to prepare an invoice for you. Meanwhile, please visit the Stockists page for our outlets in the Philippines.

damaged goods

This only applies to orders delivered in the Philippines. In the rare case that you receive your orders damaged, please email us within 24 hours of item receipt with photos and description of the state of your package when it arrived. Please note your courier's full name and send it to us so we can make the proper report.  

returns/refunds

Due to the nature of our products, we are unable to accept returns or refunds of delivered items. Should you have a concern with your purchase, please contact us or email us at hello@matenara.com.

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