Ordering and Returns

ORDERING AND SHIPPING

When will my order ship?

Due to the custom nature of these products, please allow 2-3 weeks processing time to create and ship your order. We ship via USPS, so your package will be in transit approximately 3-5 business days once we ship it. It may take a few days more for our west coast customers, and up to an additional week for our customers in Alaska and Hawaii.

Will I receive a tracking number? 

Yes, you will receive a shipping confirmation with USPS tracking once your order ships.

Can I use a Matched Llama gift card to pay for an order?

In most cases, yes. Our ordering system views gift cards as a form of payment and they do not expire. 

What do I do if I made a mistake and need to correct or cancel my order? 

We all make mistakes! Before completing your order, please double check your items, sizes (Small is the default size on the website), color, shipping address, application of any discount code, etc. This will go a long way! If you need to make a change or cancel your order, please email us at sales@matchedllama.com and we will help you out.

My tracking number isn't showing any updates.  

There is a chance that your order will be scanned once it leaves our warehouse, and then not again until it gets to your door. If you're worried or concerned, don't hesitate to reach out. Most of the time, it is just a wait and see situation and the order will arrive in the expected 2-3 days. 

My order is missing or has been stolen.

Please notify us within 24 hours if your package is lost or stolen, and we will do our best to help you. Unfortunately, once your package leaves our office, it is outside of our hands.

Does Matched Llama ship internationally? 

We ship anywhere internationally! Please be aware of any custom charges you may be responsible for on an international order. Shipping time will depend on your location and can take anywhere from 10 business days to 21 business days once your order ships. Shipping cost is dependent on the weight of the items ordered.

How will I receive my gift card?

Gift cards are not physical cards, but are sent via email as a code. If you don't receive your gift card via email within a couple of hours of checkout, first check your spam/junk folder. Then, feel free to reach out to us at sales@matchedllama.com. Sometimes the gift cards can get "flagged" in the system and we will need to manually fulfill them (which is only a click of a button on this side for us).

Can I use a Latched Mama gift card or promo code for my Matched Llama order? Can I combine my Latched Mama and Matched Llama orders?

We are a separate store from Latched Mama, so while you'll get the same awesome support you are used to with Latched Mama, these two stores operate separately, so gift cards, promo codes, orders, etc. don't mix and match.

RETURNS

Customers may request a REFUND OR STORE CREDIT for 30 days from the date of fulfillment. Please email sales@matchedllama.com for the RETURNS FORM to start this request or if you have any questions.

Return Options/Notes:
  • Items must be unworn, unwashed, and in new condition.
  • Returns are subject to inspection; note that we may not accept returns that are washed, damaged, stained, have pet hair on them, or smell of perfume, deodorant, or other strong odors. 
  • Package clothing in an appropriate polymailer, such as the mailer it came in.
  • Customers are responsible for the cost of return shipping and may use their carrier of choice to send back the return. Original and return shipping fees are non-refundable.
  • Keep your tracking number since we won't have access to that.
  • To support our small business, consider requesting store credit rather than a refund.
  • Since screen prints and styles are limited-run, Matched Llama does not offer exchanges at this time.
  • If we made a mistake or the item is defective, we will cover shipping. Please email us for assistance.
  • Please allow 3-4 weeks processing time once your return is received in our office.
  • Matched Llama orders and returns are separate from Latched Mama orders and returns.

PROMOTIONS

  • Our system allows for the use of one code/promo per order. 
  • We reserve the right to cancel or change promotions at any time, apply exclusions, and all offers are while supplies last.
  • Promotions are valid for the effective period outlined in our communications and we do not offer price adjustments.
  • If you received free items from a free gift with purchase promotion ("promotional items") and are requesting a refund for that order, please return the promotional items as well. If you do not include your promotional items, we reserve the right to issue store credit instead of a refund. For example, World Breastfeeding Week accessories or other promotional items added upon shipping, not shown as part of your order.