Shipping policy

GENERAL SHIPPING POLICY

All orders are processed within 1 to 3 business days (excluding weekends and holidays) after receiving your order confirmation. Delivery time subjected to delivery option chosen during checkout. You will receive another notification when your order has shipped. 

For items that are currently out of stock, customer service will advise the order processing and delivery time required.

For orders placed during festive or peak period, we seek your kind understanding to expected delays that might occur.

Orders with incomplete address and contact information might result in loss of parcel or delay in delivery.

For pick up, you can arrange to pick up your order from 1003 Bukit Merah Central, #01-10 INNO Centre, Singapore 159836. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 1 to 3 business days. We will send you an email or SMS when your order is ready along with instructions. 

Our in-store pickup hours are 1030 to 1630 on Mondays to Fridays, excluding public holidays. Please have your order confirmation email with you when you come.

We shall not hold any liabilities if your parcel is:

A) prohibited from entering your country.

B) lost or damaged during transit.

 

LOCAL SHIPPING POLICY

Free Singapore local delivery is available for orders over S$80 within a single order. For orders under S$80, refer to calculated shipping rates at checkout.

Please note that SingPost local normal mails are non-trackable hence we are not able to provide you with estimated time of arrival.

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

 

INTERNATIONAL SHIPPING POLICY

We offer international shipping.

For United States of America consumers: HeiQ Viroblock related products will not be able to be sold or shipped to the US.

For calculated shipping rates: Shipping charges for your order will be calculated and displayed at checkout. 

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. We are not responsible for these charges if they are applied and are your responsibility as the customer.

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 5 business days of receiving your shipping confirmation email, please contact us at marketing@matex.com.sg with your name and order number, and we will look into it for you.