FAQ
General
Who designs Matheson products?
Matheson is designed and developed by Matty Matheson, Brian Richer and Kei Ng. Everyone Involved shares a strong vision for creating original products that feel personal and are built to last.
Where are your products made?
Our products are designed and produced with a focus on quality craftsmanship. Our items are designed In Toronto and Detroit, and produced by carefully selected manufacturing partners globally.
How should I care for my Matheson product?
Full care instructions for each of our products can be found on our Product Care Page.
Do you sell replacement parts or pieces?
We don’t currently sell replacement parts, but if you’re having an issue with your product, email us at info@mathesonshop and we’ll try to help.
Orders & Shipping
Do you offer free shipping?
Yes! We offer free shipping for most items within Canada and the continental U.S. However cookbooks, linens and oil have an additional shipping charge. Additional fees may apply for international and remote locations. You can see your order cost including any shipping by adding the items to your cart and filling in your shipping address prior to checkout.
When will my order ship?
Orders typically ship within 2–4 business days. You'll receive a tracking number via email once your package is on the way. More information can be found on our Shipping Policy Page.
Do you ship internationally?
Due to the current volatility in cross-border shipping, brokerage fees, and duties, we are no longer able to offer flat-rate international shipping.
If you would like an international shipping quote for a Matheson item, please email info@matheson.shop and we will be happy to calculate the shipping cost for you.
Where do your items ship from?
Our items are shipped by our small team from our warehouse in Toronto, Ontario, Canada.
Can I change or cancel my order?
If your order hasn’t shipped yet, we’ll do our best to help. Email us as soon as possible at info@matheson.shop
Where Is my order?
If your order has not arrived within the delivery window as stated on your tracking number, or is lost, please contact info@matheson.shop within 7 days of the delivery date. We will work with you and the carrier to resolve the issue as quickly as possible.
Do you ship to PO boxes and military APO/FPO addresses?
Unfortunately, we are currently not able to ship to Military APO/FPO addresses.
Returns & Exchanges
What is your return policy?
If you purchased an item that was delivered between January 25, 2025 and February 23 2026, email us at info@matheson.shop to process a return. All items purchased outside of this window do not qualify for a return or exchange.
How do I start a return?
As of February 23, 2026 we no longer offer returns or exchanges. If you purchased an item that was delivered between January 25, 2025 and February 23, 2026, email us at info@matheson.shop with your order number and reason for return. We’ll get back to you with instructions.
Warranty & Defects
What is your warranty policy?
We reserve the right to refuse warranty to any item purchased more that one year from the initial claim. Warranty issues are treated on a case by case basis and we will try our best provide refunds or replacements when applicable. Items purchased on sale may not qualify for warranty care. You can view more abut our warranty policies here.
How do I make a warranty claim?
If your purchase was made less than one year ago, is not considered final sale and you are not satisfied with the continued performance of your Matheson product, please email info@matheson.shop with your name and original order number or proof of purchase as well as any details including photos of the issue and we will do our best to provide a resolution.
Do you cover warranty on final sale items?
No. Unfortunately items purchased on final sale will not be able to be processed for warranty claims. Items discounted at 40% or more are considered final sale.
Pricing & Sales
Do you offer price adjustments?
No. Unfortunately many of our items are limited in production quantities and sell out quickly, therefore we cannot offer price adjustments.
How do I know when an item will go on sale?
Stay in the loop for all of our current sales and promotions by signing up for our newsletter.
My discount code isn't working?
If you have a valid discount code that is not working, please email us at info@matheson.shop and include the item you wish to purchase, the quantity and your mailing address and we will do our best to troubleshoot your discount code.