WE'VE GOT ANSWERS

Check out our FAQs. Still have questions? Email CustomerService@MatadorEquipment.com

Orders

  • Once an order’s in, our warehouse team moves fast. That means we can’t always make changes like address updates or cancellations – but if something’s off, reach out. We’ll take a look and see what’s possible. Email CustomerService@MatadorEquipment.com

  • Orders placed by 12pm CT ship out same day, Monday through Friday. Orders received after 12pm CT, or on weekends, will ship the following business day.

  • Once your order ships, we’ll send tracking straight to your inbox so you can follow it every step of the way. If you don’t see a shipping email, check your spam folder or drop us a line.

  • No. If you're shipping outside the U.S., you’re the importer of record—meaning you're responsible for any duties, taxes, or fees charged by your country’s customs agency. These costs aren't included at checkout and aren’t refundable.

    Full international shipping terms and conditions here.

  • Definitely. While we don’t offer gift receipts, orders ship without pricing on the packing slip. No gift wrap either—but our gear tends to speak for itself.

  • We don’t offer price adjustments. If you’re within 30 days of your order, you can return it and place a new one at the current price. Just a heads-up that return shipping is deducted from your refund.

  • Matador has a significant business presence in many states and is therefore required to collect sales tax on all applicable purchases.

    Sales tax is calculated based on shipping address and will not be charged for orders shipping to states in which no sales tax is due.

SHIPPING + DELIVERY

  • We process orders within one business day. For orders shipping within the U.S., our Standard Shipping service typically takes 3–7 business days, though timing can vary. Need it faster? FedEx 2-Day is available at checkout.

    International orders usually arrive about one week after shipping, but that timing can vary and is usually dependent on customs processing. For the smoothest delivery, we recommend signing up for text or email updates directly on the carrier tracking page (FedEx, DHL, etc).

  • Yes! We offer FedEx 2-Day shipping for orders within the continental U.S., and USPS Priority Mail for Alaska, Hawaii, and certain U.S. Territories. All shipping options and prices will be shown at checkout once you’ve entered your shipping address.

  • If your order hasn’t shipped yet, email CustomerService@MatadorEquipment.com right away. We’ll do our best to update it in time.

    If it’s already shipped, we are not able to make any changes to your address. The best move is to contact the carrier and request a Hold for Pickup at a nearby location:

    USPS: Hold for Pickup
    FedEx: Hold at Location
    UPS: Hold for Pickup

    Still need help? Reach out and we’ll point you in the right direction.

  • Sometimes carriers mark a package as delivered before it actually shows up. It’s common—especially with USPS. Give it two business days. Most of the time, it arrives within that window.

    In the meantime, check your mailbox, front desk, or with anyone who might’ve accepted it for you.

    If it still hasn’t arrived after two business days:

    Still no luck? Email CustomerService@MatadorEquipment.com and we’ll see what we can do to help.

  • Yes we do. Military addresses have a specific format, but as long as you enter it correctly at checkout we should have no issue getting it to you.

    Each APO/FPO/DPO shipment needs the recipient’s full name, rank (if applicable), unit, and a 9-digit ZIP Code. Avoid including city or country names—this keeps the package in the right mail system.

    Here’s how it should look:

    APO (Army/Air Post Office)
    PFC JOHN DOE
    PSC 3 BOX 4120
    APO AE 09021

    FPO (Fleet Post Office)
    SEAMAN JOSEPH SMITH
    UNIT 100100 BOX 4120
    FPO AP 96691

    DPO (Diplomatic Post Office)
    JOHN ADAMS
    UNIT 8400 BOX 0000
    DPO AE 09498-0048

    Shipments must be addressed to a specific person—“Any Service Member” is no longer accepted.

  • No. If you're shipping outside the U.S., you’re the importer of record—meaning you're responsible for any duties, taxes, or fees charged by your country’s customs agency. These costs aren't included at checkout and aren’t refundable.

    Full international shipping terms and conditions here.

Returns + Exchanges

  • Returns must be initiated within 30 days of the original order date. Items must be unused and returned in their original condition with packaging attached.

    Please note that items listed as FINAL SALE, Limited Edition, or Limited Quantity are not eligible for returns.

    U.S. Returns
    Once your return is approved, we'll email you a label to ship the item(s) back to us. Return shipping isn’t covered—$8 to $14 will be deducted from your refund, depending on location and items being returned.

    Non-U.S. Returns
    Buyers must arrange return shipping unless the item arrived damaged or defective. Shipments refused at customs and returned aren’t considered valid returns and may not be refunded.

  • Email CustomerService@MatadorEquipment.com with your name, order number, and the item(s) you're looking to return. Once we receive the item in its original condition, we’ll issue your refund.

    Please allow 3–5 business days after the return arrives for processing.

  • We don’t offer direct exchanges. If you need a different item, the best way forward is to return your original order and place a new one.

    To start a return, email CustomerService@MatadorEquipment.com with your name, order number, and the item(s) you're looking to return.

  • We don’t offer price adjustments. If you’re within 30 days of your order, you can return it and place a new one at the current price. Just a heads-up that return shipping is deducted from your refund.

Warranty + Repairs

  • Yes. All Matador gear is backed by at least a 1-year warranty against material and workmanship defects. Some products carry 2- or 3-year warranties—check the product page or your packaging for specifics.

    If something’s not right, we’ll repair, replace, or refund it based on the issue. Warranty coverage applies to the original purchaser and doesn’t include cosmetic damage or normal wear and tear.

    Even if you're outside the warranty window, reach out. We try to take care of our fellow travelers whenever we can.

    View full warranty policy here.

  • Email CustomerService@MatadorEquipment.com
    with the following:

    • Your name
    • Order number or proof of purchase
    • A photo of the issue
    • Your shipping address

  • We do! Regardless of whether your Matador product is still covered by warranty, if it’s broken and we can repair it, we’re happy to work with you to get your product back in working order.

    To inquire about a repair, Email CustomerService@MatadorEquipment.com with the following:

    • Your name
    • A photo of the issue
    • A description of the issue

  • Matador gear is built to handle being tossed, stacked, and hauled through terminals. But if your bag is damaged in transit, the airline is responsible for the claim. File it with them as soon as possible—many require reports within 24 hours or before leaving the airport.

    Need documentation for your claim? We’re happy to help. Email CustomerService@MatadorEquipment.com.