Shipping & Returns
Shipping
Orders ship from Massachusetts. Shipping cost is calculated at checkout from the weight of what is in your cart, and you pick the service and see the exact amount before you pay.
The services we currently offer:
- USPS Ground Advantage — 2–5 business days — free on orders of $50 or more, before tax
- USPS Priority Mail — 1–3 business days
Processing time
Orders ship within 2 business days of payment. If something is going to take longer than that, we email you before the two days are up and you can cancel for a full refund.
Sales tax
Massachusetts sales tax of 6.25% is added to orders shipped to a Massachusetts address. Orders shipped elsewhere are not taxed.
Cancellations
If your order has not shipped yet, email orders@makermatter.com with your order number and we will cancel it and refund you in full. Once it has shipped, it becomes a return.
Returns
- Returns are accepted within 30 days of delivery.
- Email orders@makermatter.com with your order number before you send anything back — we reply with where to send it.
- The item has to come back unopened and in the condition it arrived. Most of what we sell is a one-off lot, so we cannot resell an opened tube or a wound skein.
- You pay return postage unless the fault is ours — wrong item, damaged in transit, or not as described — in which case we cover it.
Refunds
Refunds go back to the original payment method within 5 business days of the return arriving with us. Original shipping is refunded only when the fault is ours. Your bank or card issuer can take a further 5–10 business days to show the refund on your statement — that part is their timing, not ours.
If a lot sells out between your putting it in the cart and your paying for it, we cancel that item and refund it in full — we never substitute something else.
Damaged, lost or wrong items
If a parcel arrives damaged, or the wrong item is in it, email orders@makermatter.com within 7 days of delivery with photos. We replace the item when we can — most lots are one-offs, so often we cannot — and otherwise refund you in full, including the shipping you paid.
If the carrier marks a parcel delivered and you did not receive it, email us and we will open a claim with USPS and sort it out with you.
Questions before you order
Ask. Most of what we sell is a one-off lot, so if you need to know whether it will match what you already have, write to orders@makermatter.com before you buy.