Last Updated: September 1, 2026
Mato Tanks ships products to customers around the world. This Shipping & Delivery Policy explains our production timelines, shipping procedures, international delivery responsibilities, customs requirements, and the handling of refused, unclaimed, or undeliverable shipments.
1. Production and Processing Times
Most complete Mato Tanks are individually assembled and configured according to the customer’s selected specifications.
Typical processing times are:
- Complete Mato Tanks: approximately 20 business days
- Parts and accessories: typically approximately 4 business days
- Expedited custom orders, when available, may have different production timelines
These are estimated processing times and may vary depending on product configuration, component availability, customization requirements, holidays, or other circumstances.
Production time is separate from transportation time.
2. Shipping Time
Most international orders are shipped using expedited transportation services.
Typical transportation time after shipment is approximately 5–10 business days, depending on the destination, carrier, customs processing, and local delivery conditions.
Delivery estimates are not guaranteed and may be affected by customs inspections, carrier delays, weather, local holidays, or other circumstances beyond Mato’s reasonable control.
3. Shipping Origin
Mato operates internationally, and orders may be shipped from different Mato facilities, manufacturing locations, warehouses, or fulfillment partners depending on product availability, destination, and order requirements.
The shipping origin of an order may therefore differ from Mato’s corporate or customer-service address.
4. Tracking Information
When tracking information is available, it will be provided after the shipment has been dispatched.
Customers are responsible for monitoring shipment progress and responding promptly to requests from the carrier, customs authorities, or Mato relating to delivery.
5. Shipping Address
Customers are responsible for providing a complete and accurate shipping address, telephone number, email address, and any other information reasonably required for delivery.
Once an order has shipped, address changes may not be possible.
Any additional costs resulting from incorrect, incomplete, or outdated information supplied by the customer may be the customer’s responsibility.
6. Customs, Import Duties and Taxes
International shipments may be subject to customs duties, tariffs, taxes, brokerage fees, clearance charges, or other government or carrier fees.
Unless expressly stated otherwise on the product page, checkout page, invoice, or order confirmation, such charges are not included in the purchase price and are the responsibility of the recipient.
For destinations or shipping programs where Mato specifically states that certain import duties or tariffs are included, those identified charges will be handled in accordance with the terms stated at the time of purchase.
Any taxes, brokerage fees, local charges, or other amounts not expressly stated as included remain the responsibility of the customer where applicable.
7. Customer Responsibility for Customs Clearance and Delivery
Customers must reasonably cooperate with the carrier and applicable customs authorities in order to complete delivery.
This includes, where required:
- Responding to carrier communications
- Providing requested identification or documentation
- Completing customs-clearance procedures
- Paying applicable duties, taxes, or other required charges
- Making reasonable arrangements to receive the shipment
Failure to do so may result in delivery delays, storage charges, return of the shipment, abandonment, or destruction of the shipment by the carrier or applicable authorities.
8. Refused, Unclaimed or Undeliverable Shipments
If a shipment cannot be delivered because the customer:
- Refuses delivery without a verified product defect or shipping-damage reason;
- Fails to respond to the carrier or customs authorities;
- Fails to complete required customs-clearance procedures;
- Fails to pay applicable duties, taxes, or other required charges;
- Provides incorrect or incomplete delivery information; or
- Otherwise fails to take reasonable steps required to complete delivery,
the shipment may be returned, held, abandoned, or destroyed in accordance with carrier or customs procedures.
To the extent permitted by applicable law, the customer may be responsible for costs resulting from such circumstances, including:
- Original shipping costs
- Return shipping costs
- Storage or warehouse charges
- Customs or brokerage charges
- Duties or taxes advanced on the customer’s behalf
- Carrier handling charges
- Disposal or destruction charges
- Other reasonable costs directly resulting from the failed delivery
If the merchandise is returned to Mato in resalable condition, any eligible refund will be processed in accordance with our Returns & Warranties Policy after applicable non-refundable costs have been accounted for.
If merchandise cannot be recovered and is abandoned or destroyed as a result of the customer’s failure to cooperate with delivery or customs requirements, any refund eligibility will be determined based on the circumstances, actual unrecoverable losses, applicable law, and the terms in effect at the time of purchase.
9. Damaged Shipments
If an order arrives with visible shipping damage, customers should photograph the packaging and product and contact Mato Customer Care as soon as reasonably possible.
Customers should not refuse a shipment solely because of minor external packaging damage unless instructed to do so by Mato or the carrier.
Verified product damage will be handled in accordance with our Returns & Warranties Policy and applicable law.
10. Lost Shipments
If tracking indicates that a shipment may have been lost during transportation, please contact Mato Customer Care so that we can investigate with the carrier.
A shipment that is awaiting customs clearance, awaiting customer response, or being held by the carrier because delivery requirements have not been completed is not considered lost solely because delivery has not yet occurred.
11. Statutory Rights
Nothing in this Shipping & Delivery Policy limits any non-waivable statutory consumer rights provided by applicable law.