FAQ

Becoming a registered user offers you significant conveniences and time-saving benefits. Once registered, you have the ability to store multiple shipping and billing addresses, eliminating the need to re-enter this information for every online order. This simplifies your checkout process, making it faster and more efficient. Additionally, as a registered user, you may also enjoy other benefits such as order tracking, easy access to order history, and potentially receiving personalized offers or early access to sales. Registering enables you to make the most out of your shopping experience with us, ensuring a smoother, more personalized shopping journey each time you visit.

Yes, you can click on forgot password tab when login account to receive an email with the reset password link, following instructions to update your password.

We apologize, but we are unable to accept orders over the phone at this time.

We accept a variety of payment options for your convenience, including Visa, MasterCard, Discover, American Express, PayPal, and debit cards.

Yes, you can modify your shipping address under certain conditions:

• Before Shipment: If your order has not yet been shipped, please contact our customer service for assistance with changing your address.

• After Shipment: If your order has already been shipped, we will need to contact USPS or FedEx to change the shipping address. Please note that USPS or FedEx may charge a fee for this service.

• Minor Changes: For minor modifications, such as adjusting the street or apartment number, we recommend contacting USPS or FedEx directly. This service is typically free.

• Local Pickup: If the new shipping address is close to your current location, you may request USPS or FedEx to hold your package at a nearby access point for pickup. This option is also free of charge.

For further assistance, please call USPS or FedEx customer service directly.

• Before Shipment: If your order has not yet been shipped, you can easily cancel it directly through our website. Please log into your account, navigate to the "My Orders" section on a PC, and select the option to cancel your order. If you encounter any difficulties or need further assistance, our customer service team is here to help. Simply reach out for support.
• After Shipment: In the event that your order has already been shipped and you decide to cancel it, we recommend contacting the shipping carrier (USPS or FedEx) directly to request that the package be held at their local access point. If the package remains uncollected for 5 business days, it will be automatically returned to Matchesfood. Upon confirmation from the logistics system that the package is on its way back to us, labeled as "return to sender," please contact our customer service to proceed with the refund process.

If an item is missing from your package, it may not have been shipped in the original package due to damage or other issues during shipment preparation. In cases where the item is out of stock, you will receive a notification email from our system, and we will process a refund for the missing item. Refunds are typically issued within 5-7 business days to the original payment account, with priority given to points and gift card amounts. If you have not received a refund after 7 business days, please contact our customer service for assistance.

If you do not receive an out-of-stock notification email and an item is missing, it may be due to an oversight by our team. In such cases, please reach out to our customer service to request a refund or replacement for the missing item.

What should I do if I receive a package and the item is damaged?

If you receive an item that has expired, we deeply apologize for this oversight. To ensure the quality of our products, we regularly and randomly inspect our inventory to prevent the sale of items that are nearing or have passed their expiration date. It seems, due to an oversight on our part, that this item was mistakenly shipped. Please contact our customer service team immediately to arrange for a refund or to request a replacement for the expired item. We are dedicated to resolving this matter to your satisfaction promptly.

Once an order has been submitted, it cannot be altered to add or remove items. If you wish to change the items in your order, please cancel the existing order and place a new one.

Replacement orders are processed strictly according to the original order details. If an item from the original order is unavailable or out of stock, we will issue a refund for that specific item. Regrettably, we cannot accommodate requests to exchange items for different ones during the replacement process.

We apologize, but refunds are processed back to the original payment method only. We are unable to issue refunds to any account other than the one used for the original transaction.

If your payment did not go through, please follow these steps:

1. Log into your Sunway account and go to the Billing section. If you have a bank card saved, either update the existing card information or delete it and add it again to ensure accuracy.
2. Confirm that all saved payment information matches the records on file with your bank. This includes your contact email address, phone number, etc.
3. If you're using our mobile app and encounter this issue, try making the payment through our website on a PC.
4. If the problem persists, please reach out to your card issuer for further assistance.

Occasionally, even if an order isn't successfully placed, you might notice a pending charge in your transaction record. This isn't an actual charge but a temporary hold placed by your bank. The pending funds should be released back to your original payment method within 3-4 business days, depending on your bank's processing time. However, if the pending charge appears as a completed transaction, please send us a screenshot of the transaction record and your order number. We will escalate this to our relevant department for further investigation.

Unfortunately, only one percentage discount code can be applied per item. If multiple codes are applied to a single item, the system will automatically apply the code that offers the highest discount.

We apologize, but the shipping method for a replacement order cannot be changed. It defaults to the same method used for the original order.

Typically, packages shipped from the Matchesfood warehouse do not require a signature. However, if there is a high risk of package loss in your area recently, UPS may require a signature to ensure the parcel's safety. If signing for the package is inconvenient for you, you can contact UPS to arrange for your package to be held at a nearby Access Point, allowing you to pick it up at your convenience.

After filing a lost package claim with USPS or FedEx, please allow up to 5 business days for them to conduct an investigation into the lost package. If you have not received your package after 5 business days, we encourage you to contact our customer service team for further assistance.

If your package arrives damaged, please contact us immediately. It's important to report the damage as soon as you notice it so we can promptly file a claim with the shipping carrier. To assist you effectively, we may ask for photos of the damaged package and items. Based on the situation, we will either process a refund or arrange for a replacement to be sent to you. Your satisfaction is our priority, and we'll work closely with you and the carrier to resolve the issue swiftly.

Manufacturers often employ various methods to display date information, including expiration and manufacturing dates. Additionally, date formats may differ, such as DD/MM/YY, MM/DD/YY, YY/MM/DD, etc. We apologize for any confusion this may cause. To find precise details on the date labeling of a product, please refer to the packaging itself. Alternatively, feel free to contact our customer service team for further assistance.