Order Processing Times
Shipping Locations, Options & Costs
- US Destinations:
- Orders Up to $100 are $6.95 Flat Rate Shipping*
- Over $100 qualify for Free Shipping*
- * Items with Different Shipping Costs:
- Koi Clear 105 Filter Tank and Koi Clear 105 Complete
- All Matala Filter SHEET Media
- R-Matala 48” no free shipping but smaller sizes are included
- All KVB Koi bowls
- Koi Measuring Tank KMT-180
Delivery Speed & Potential Service Interruptions
While we make every effort possible to deliver goods within the estimated time frame, delays are occasionally inevitable due to holiday delivery schedules, inclement weather, unforeseen circumstances and busy periods. MatalaUSA and our fulfillment partners shall not be liable for any delay or failure to deliver the goods within the estimated timescale. Risk of loss and damages passes to you once the goods are delivered to you or are left with a person or place nominated by you.
Non-Warranty Returns:
If you request to return an item, a Return Authorization Number (RA#) must be issued before a return is authorized or accepted. Please call us for help with a RA#. 949-273-8888. Once we have your information, we will give you the correct return address to ship the product back. Be advised the product must be returned to the appropriate dealer or distributor. Do not ship any product to Matala USA unless you have been advised to do so. You will be instructed to package the product in a safe manner so as not to incur shipping damages. Write the RA# on the package. Items returned without a RA# will be discarded. Non-Warranty Returns are shipped prepaid by you. Non-Warranty Returns will be accessed a 15% restock fee. If the product in question has been determined to be misused in any way, or is deemed unfit for resale or if the product is past the warranty period, no refund will be issued.
For Non-Warranty Returns, please contact Matala USA at info@matalausa.com with the following information:
- Description of item to be returned.
- Reason for return request (wrong size, wrong product, etc.). Please read our Buyers Remorse Policy below.
- Date of purchase.
- Copy of original sales receipt clearly showing item and sales date (email receipt and scanned copies of original are acceptable).
- The serial number (Applicable for pumps, compressors, and vacuums) is located on the shipping box and/or pump/compressor body.
BUYERS REMORSE
If a customer buys the wrong item and it is in 100% resale condition the item may be returned, freight prepaid, to Matala USA for a Credit Memo, less a 15% restock fee, which will be issued to the original dealer who sold the item.
A Return Authorization Number, RA#, must be issued prior to returning the item to Matala USA. The customer must contact the orignal dealer for the RA #.
Once the customer receives the RA#, the item must be packaged properly in order to prevent shipping damage to us. Write the RA# on the outside of the shipping box. Return shipping fees are the responsibility of the customer.
Any return shipping damages will be the responsibility of the customer.
The customer may then return the item to:
Matala USA
23112 Alcalde Dr #C,
Laguna Hills, CA. 92653
If the item is received in 100% resale condition and Matala USA deems it acceptable to resell, a Credit Memo less a 15% restock fee will be issued to the original dealer. Original shipping charges are not reimbursed. Although the customer may have received “free shipping”, there are shipping costs incurred by the dealer who sold it. The customer must seek reimbursement from the original dealer. Return shipping charges and the 15% restock fee are not reimbursible.
Site Errors
Prices and availability of products are subject to change without notice. Errors will be corrected where and when discovered. MatalaUSA reserves the right to revoke any stated offer, cancel orders, and to correct any errors, inaccuracies or omissions in any stated offer or price, including after an order has been submitted and whether or not the order has been confirmed and your payment processed.
If your payment has already been processed for the purchase when your order is cancelled, MatalaUSA will issue a credit to the payment method used in the amount of the charge. Individual bank policies will dictate when this amount is credited to your account.
We reserve the right to modify or cancel the terms and conditions of these policies at any time without prior notice.
