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FAQs

Frequently Asked Questions

Answers

Can I preorder items for delivery?

No. We only accept orders on items that we have in stock or available as custom or special order. Back to top

Can I change my order?

Once the order has been placed, it cannot be changed online. If you want to change your order, please telephone on 855-294-3434, and if it has not yet been processed we will change or re-issue a new amended order.
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Can I return items to a store?

Yes, according to the return procedures outlined on our website at Cancellations and Returns.
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When do I get my refund once I have returned an item?

Once we have received the item into our warehouse we try to process a refund onto the original payment card within two weeks. If payment was by check, the refund will be sent the same way. We do not offer cash refunds.
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If I return all the items in my order will I still be charged for delivery?

In the event the items we deliver are damaged or incorrect, you will not be charged for delivery. If you decide to keep them, anyway, we will not refund the delivery charge.
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What should I do if my credit/debit card has been refused when placing an order?

Check that all the details you have entered on the checkout page are correct. If it is refused after that, try another credit card.
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Do I get charged for delivery of each item I order?

Delivery charges are based on the total order, not on individual items.
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I have a complaint, who should I speak to?

If it is about a product you have bought from our stores, please get in touch with the store you purchased from – the telephone numbers of all our stores can be found on this website. If the complaint is about an online shopping experience please call one of our customer service representatives on 855-294-3434 or complete the form on the Contact Us page.
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What do I do if my product breaks down during the guarantee period?

If products are under guarantee, your order confirmation email/delivery note is your proof of purchase/receipt and you should follow the manufacturer’s instructions for notifying the manufacturer of any problems within the guarantee period.
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Do you offer discounts on corporate or bulk orders?

No. Every item we sell is offered at the lowest possible price. There are no volume discounts or any other kind of discount.
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Why do you ask for my zip code?

This is a timesaving courtesy to determine if you are within our delivery area. We do not utilize this information for any other purpose.
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Is it safe to use my credit card online?

Absolutely. We use 128-bit encryption via a Secured Socket Layer (SSL) to provide the safest, most reliable protection. Statistically, you are at greater risk using your card over a cellular telephone!
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I need to schedule a service call. Can I do that on this website?

Yes. Scheduling a service call is easy. Click on Contact Us, and fill out the email. Be sure to select the correct department from the dropdown menu. We will send you an email confirmation to let you know we've received your request.
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Can I purchase a Gift Card Online?

No. Mathis Brothers Gift Cards may be purchased in-store only. Find a location nearest you [Click Here for Store Locator]
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Where can I receive additional assistance?

You can get live assistance by clicking the button below. If nobody is available, leave a message and they will get right back to you. Otherwise, you may call our Customer Service number at 1-855-294-3434.
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