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Help & Frequently Asked Questions (F.A.Q):

Find quick answers to your questions below…

  • Your Order Status:
    • Has your order shipped yet?
      • Login and then click on “Order History” link, at the top right corner, of site, to check your order’s status.
        • Order Received means your order is still pending, and is in the process of being picked and packed.
        • We pack all orders, in order of receipt, by date.  We attempt to ship your order as quickly as possible.
        • If you have ordered Mystic Temple Incense Sticks, Charcoal Resins and Powders, Ritual Sand, or the Champa Kilo Bulk Pack, these items have to be hand-packed, in our warehouse, and may require additional time to prepare for you.
        • Once your order has shipped, we will update your Order History.
        • Shipped means your order is on its way.  If you have requested your UPS Tracking #, it will appear on the same line, along with a link to the UPS website.  Click on the link, to track your shipment.
      • On the day your order ships, we will include your final invoice, including freight charges, with your shipment, and email you an additional copy the next day.
        • Your final subtotal, before freight, may be less than the amount of your original order.  This is because all items are not in stock at all times.  We will try to ship your order as completely as possible.
        • Your invoice does not include backordered items.
          • Please let us know if you need a list of items that were not in stock.
        • Sometimes you may place an order, just to receive a special item for one of your customers, but if that item is not available, you may wish to cancel your entire order.  Be sure to give us any special instructions, such as this, in Customer Notes, during your Shopping Cart checkout, or send an email to let us know which items you require must be in stock, or your order is cancelled.
        • If you have requested your UPS Tracking #, at the time of placing your order, it will appear on your invoice.
        • We will also update your Order History to reflect that your order has been shipped, along with your Tracking #.

 

  • How do you track your order, once it is shipped?
    • Login and click on your “Order History” link, at the top right corner, of your site, to check your order’s status.
      • Order Received means your order is still pending, and is in the process of being picked and packed.
      • Shipped means your order is on its way.  If you have requested your UPS Tracking #, at the time of placing your order, it will appear on the same line, along with a link to the UPS website.  Click on the link, to track your shipment.

 

  • How do you change quantities or cancel items on your order, before your Shopping Cart checkout?
    • Click on your “View Cart” link, at the top right corner, of your site, to view Your Shopping Cart order in progress.  You must be Logged In to the site.
      • We save your Shopping Cart in progress for up to 180 days.
        • If you run a temp file/cookie cleaner, such as CCleaner, and haven’t selected to save cookies and passwords for www.Matchlesswholesale.com, your open Shopping Cart may be deleted.
      • Click on the Quantity box for any item, and either increase or decrease quantities.  You may also cancel the item, as well.
      • Click update to get your new Subtotal.
      • Note: We are not offering Coupons at this time.

 

  • How do you change quantities or cancel items on your order, after your shopping cart checkout?
    • We generally ship your orders within 2-3 week days, and will try to make your changes as desired.  However, if your order is already packed, credit card charged, or it has shipped, your order can not be changed.
    • We must receive your notification of changes as quickly as possible, within 1-2 days of your order.
    • If you would like to order some more merchandise, in addition to your original order, it can easily be combined with your first order.
      • Your new order for additional stock must be $50 or more, in order for it to be placed through the site.
      • Submit your additional order, along with instructions, in Customer Notes, during your checkout from the Shopping Cart, to combine it with your original order.
    • If you just need a few additional items that come to less than $50, send your changes by email to john@matchlesswholesale.com
      • Let us know the part numbers, for items you wish to:
        • Change original quantities ordered, Cancel, or Add

 

  • How long does it take for your order to arrive?
    • We generally ship your orders within 2-3 week days.  Shipping time, within the USA takes 2-7 days to arrive, depending on your UPS zone.  Please inquire when ordering.
    • If you need your order for a special event, be sure to specify your Required Date for arrival of your order? during your Shopping Cart checkout.
    • Login and click on your “Order History” link, at the top right corner, of your site, to check your order’s status.
      • Order Received means your order is still pending, and is in the process of being picked and packed.
      • Shipped means your order is on its way.  If you have requested your UPS Tracking #, at the time of placing your order, it will appear on the same line, along with a link to the UPS website.  Click on the link, to track your shipment.
    • Please note: We may hold your order a little longer, if we are expecting some of your items to come in within the week, to complete your order.
    • If you have ordered Mystic Temple Incense Sticks, resins or powders, Bulk Resins, Ritual Sand, or Champa Kilo Bulk Pack, these items have to be packaged to order in-house.  Allow 4-5 days for shipping out your order.  Let us know if you need the items faster, and we will try to accommodate you, as quickly as possible.
    • International Orders: Allow 2 weeks, including Customs clearance.

 

  • You never received your order.
    • Login and click on your “Order History” link, at the top right corner, of your site, to check your order’s status.
      • Order Received means your order is still pending, and is in the process of being picked and packed.
      • Shipped means your order is on its way.  If you have requested your UPS Tracking #, at the time of placing your order, it will appear on the same line, along with a link to the UPS website.  Click on the link, to track your shipment.
    • Email: john@matchlesswholesale.com, with details on your order (date it was placed), and we will follow up as quickly as possible with UPS, to determine the status of your shipment.
      • Your package will be shipped UPS Insured.  If your order has been lost in transit, improperly delivered, or arrives damaged, we may need to file a claim with UPS.  UPS requires 10 business days to attempt to locate your package and forward it to you, or to compensate you for damages.  If they can’t find it, or retrieve it, they will issue a Claim number, and we will either reship your original order, or issue a refund to you, depending on your instructions.

 

  • There is an item or items missing from your shipment.
    • First check the shipping labels on the top of your delivered box(s).
      • See how many cases are in your shipment.
      • If you have received a partial shipment, be sure to check your shipping label, on the top of your boxes, to verify how many cases are in your shipment, and which case(s) are missing, before reporting your claim. 
      • If you are missing a case, please wait an additional 1-2 days, to see if it shows up, before issuing your shortage claim.
      • You may also check the status of your missing packages, by clicking on your UPS Tracking #, under your “Order History” link, at the top right corner, of your site, to check your order’s status.
      • Order Received means your order is still pending, and is in the process of being picked and packed.
      • Shipped means your order is on its way.  If you have requested your UPS Tracking #, at the time of placing your order, it will appear on the same line, along with a link to the UPS website.  Click on the link, to track your shipment’s progress.
    • Let us know which boxes are missing?  Example: Case 2/3.
      • Shipment deliveries, on multiple cases, are sometimes staggered between 1-3 days, so your patience is requested, if a partial shipment has been delivered, and you’re missing your stock.
    • Your order has been carefully double-checked before we ship your order to you.  One person has picked your order.  A second person completely rechecks every item, to ensure you receive the items you have been billed for.  This means, it is highly unlikely that a shortage occurred when your order was shipped to you, due to your products meticulous checking and careful packing, at Matchless Gifts warehouse.
      • Sometimes UPS may damage your box, in shipping transit, and some items may fall out or become damaged.  Be sure to examine the outer conditions of the shipping cartons, when you receive them, and inform your UPS driver at that time, that there is may be a potential problem, such as loses or damages.
    • Often, items that are being claimed as missing may actually be hiding in your packing material.  Be sure to sift through your packaging material before discarding into the trash.  Some stores, who have claimed shortage, in the past, have actually found later, that they threw away their merchandise, into the dumpster, along with their packing material!
    • If you ordered small or fragile items, they are often packed inside additional internal boxes or bags, combined with other items, or rolled in bubble pack, inside your larger shipping cases.  Be sure to open all smaller boxes, bags, or bubble pack for your products, before discarding your packaging material and making your claim.
    • Be sure to use your invoice, enclosed with your shipment, to check in your order.  Some items, that you originally ordered, on your store’s in house purchase order, or from your website order, might not be in your shipment, due to backorders, and may differ from your shipment received.
    • Your final invoice enclosed with your shipment should be your document used for checking in your stock.
    • Make sure you checked off all items received, against your invoice, before putting items out into your stock in your store.  Your shipment may have been checked in by more than one individual, at your store, or over a period of days.  Other businesses, in the past, that used this method of checking in, made claims of shortage or lost merchandise, only to find the items later in their store, already put into stock, or already sold.
    • Once all issues, regarding shortages are resolved, we will issue a credit for your shorted merchandise, which you may use towards your next order.
    • Feel free to contact us, for any assistance, or questions, regarding receipt of your order.

 

  • You received damaged merchandise.
    • Email your Customer Name, Invoice #, Part #’s, and total amount that you are claiming.
    • We pack your orders carefully, in strong, new cartons, but sometimes items may break in your shipment.  If your have received broken merchandise, keep the original outer case, with packaging material, as you received it, as well as the item, and its original packing container, for possible inspection by UPS.
    • If a UPS Claim is filed, on your behalf, allow 10 days for possible inspection, by UPS, before discarding or returning your merchandise.
    • Matchless Gifts will not accept responsibility for claims, damages, or shortages, if these procedures are not followed.
    • We will resolve your claim, as quickly as possible, and extend you credit for your next order.
    • We have carefully packed your order.  Sometimes, however, your products are damaged in shipment, and at other times, due to the nature of hand-crafted goods, items may come damaged.  We are unable to open and inspect all items, before we ship your order.  However, we try to inspect as much as possible, to ensure you receive quality merchandise, free from defects.
    • All claims for defective, damaged, or shorted merchandise must be made within 5 days of receipt of your order.
    • Email, Call, or Fax us with your Invoice #, Customer #, and your part numbers and quantities, from your invoice, which arrived damaged.  We will let you know if they are ok to discard, or if we will need to file a UPS claim.   Your order has been shipped UPS insured, so if we need to file a claim, it may take up to 10 days, with UPS to resolve your issue.  We generally issue credit immediately, however.
    • We are not responsible for damages that occur in your store, such as an employee or customer dropping an item, or a customer damaging your merchandise in transit to their home, at some later date.   We are also not responsible for damages that may occur, if you ship your products out again, after receiving from us.
    • Once all issues, regarding damages are resolved, we will issue a credit for damaged merchandise that you may use towards your next order.

 

  • How can you find out your status on your backordered items?
    • Backordered items generally occur due to out of stock conditions with our suppliers, which are beyond our control.
      • We make every attempt to have your items in stock at all times.
      • We make notes, wherever possible, on your site, to let you know the ETA for out of stock items, as soon as they become available.
        • If items are coming within 30 days, we generally do not show them as out of stock.
        • We only show out of stock notes, when items will be out for extended periods, due to being manufactured and imported from distant foreign lands.
          • Sometimes, our estimated ETA time is wrong, due to unforeseen conditions such as delays in manufacturing, lack of raw materials, severe weather, inaccurate shipping times, and labor strikes at the harbor, or custom’s clearance difficulties.
          • We will attempt to update the site with accurate info for your as quickly as possible.
      • If you have instructed us to ship and bill your backordered items, when they return to stock, during your Shopping Cart checkout, we will accumulate all your remaining backordered items, and then ship your backorders, as instructed.
        • We do not pay your freight on backordered items.
      • Email john@matchlesswholesale.com for status of any item you are trying to order, and we will create a backorder for those items.
        • We will email you notice, as soon as they become available, so you may:
          • Add to your order or cancel the items if they are no longer needed.

 

  • You received something you didn’t order.
    • If you feel you’ve received the wrong product, specification, or design of item, email john@matchlesswholesale.com and specify your Company Name, Invoice #, and part number that is a problem.
      • We stock similar items from many manufacturers, that may have slight differences of appearances in their stock such as:
        • Size, shape, color, finish, packing unit.
          • Varies occasionally occur, so that the image on our site, might differ slightly from the item you received.
        • Please allow us to choose items that are described on our site as having varying coloration such as soapstone items, where no two colors are alike.
        • Sometimes the box says it contains one item, but due to it being packaged in a distant country, mistakes do occur.  We check items that are expensive or very heavy, such as large cast iron cauldrons, to make sure you got what you ordered.
      • If we’ve made a genuine mistake, we will of course rectify it, so that you feel satisfied with the outcome.  We value your business, and look forward to servicing you for many years to come.

 

  • You received something you don’t like or wish to return.
    • If you are dissatisfied with your products, that you received, you may return it for an exchange, within 90 days of purchase.
    • Returned products must be in new, re-sellable condition, and free from your store’s price tags.
    • We can’t give you credit for shopworn merchandise.
    • There is no restocking fee.
    • You agree to pay all return, as well as exchange freight charges.  We suggest using your credit on your next order, to save on freight.

 

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