FAQS

General

Can I cancel my order or change my order?

If you wish to cancel or change your order, this must be done before we ship your order. If your order has been shipped, we cannot make cancel your order or make any changes. Please let us know before your we ship your order! You may submit a request here: customercare@stomatter.com. 

How do I change my name, email and/or password?

Open your account page at stomatter.com, click “[Edit Account Info / Change Password ]” to edit your name, email and password. After you change any settings, click “Updated”.

What is Stomatter's return policy?

Please visit our Refund & Return policy for more information. 

How will the purchase appear on my bank statement?

Your purchase transaction will appear generically as ‘Stomatter’ or 'Stomatter.com' for your purchase amount. There will be no product descriptions.

When am I charged?

You are charged immediately when you confirm an order. 

Security

Is my credit card information secure?

Absolutely. All of your data is SSL encrypted and we don’t store any credit card information on our servers. We take security very seriously; it’s one of our absolute top priorities at Stomatter LLC.

Is this a scam?

We will never intentionally misrepresent a product, sell your personal information, or steal your money. We are backed by great investors and advisors and we stand behind everything we do at Stomatter LLC. Please contact us at customercare@stomatter.com if you have any questions or concerns. 

Shipping

How can I track my order?

In the top-right corner, you can click on your user name to allow a drop down menu to show. From here, you can click on Order History which will direct you to all completed transactions you have made with Stomatter LLC. Here, you can check on your items ordered, order payment summary and available tracking numbers. We also send Order Update emails with all your shipping status updates. 

What's the cause for the delay? Why is it taking so long?

While we do our best to ensure each and every item gets delivered on time and hassle free, we occasionally encounter delays that are outside our control. Shipping worldwide can lead to delays due to weather, customs issues, and holidays. Handmade products take longer to produce than expected. The good news is that we have the experience to deal with all of these issues and we will make sure they get resolved as quickly as possible – and we’ll be sure to keep you in the loop so you know where your package is. 

Can I expedite shipping?

Unfortunately, we do not have the ability to expedite shipping.

When will my order ship?

Every sale has different shipping times based on production requirements and origin. Most of the items will be fulfilled and shipped in 1 to 5 business days. 

Once your order ships, you will also be emailed your tracking information. You can also find this by checking out the Tracking page.

Will I get a tracking number?

Always! You will receive an email with tracking information once your order has been shipped out. You may also find your tracking information in your account once it becomes available. Please contact us in case you have not received your tracking number. 

Why isn’t my tracking number working?

Tracking information can occasionally take some time to update. But in most cases, it is updated when the package is scanned during its journey. Please send us an email with your order number and we will assist you with this issue.