Shipping policy
Last Updated: October 27, 2026
This Shipping Policy explains how and when we prepare, ship and deliver orders placed through humanmatter.com, and what we do if something goes wrong in transit. We want every order to reach you safely and on time. This policy is operated by Human Matter Labs LLC, a Wyoming limited liability company, 1309 Coffeen Avenue STE 1200, Sheridan, Wyoming 82801, USA ("Human Matter," "we," "us"). Orders are prepared and shipped by our fulfillment partner.
1. Free Shipping on Every Order
Standard shipping is free on every order and on every Subscribe & Save delivery. We do not offer a paid express option: every order travels by the same standard service.
2. Order Processing Time
Once your order is placed and payment is confirmed, our warehouse prepares and ships it within 1–3 business days.
"Business days" means Monday to Friday, excluding public holidays. Orders placed on a weekend or public holiday begin processing on the next business day.
If an unexpected delay affects your order, for example because of stock availability or an operational interruption, we will let you know by email at the address you used to order.
3. Shipping Destinations
We ship to:
- United States: all 50 states, excluding APO/FPO and PO boxes.
- United Kingdom: England, Scotland, Wales and Northern Ireland.
If we are unable to ship to your address, we will tell you at checkout or shortly after you order, and refund any payment in full.
4. Delivery Times
Estimated delivery times, counted from the day your order ships:
- United States and United Kingdom: 7–14 business days.
Delivery times are estimates, not guaranteed delivery dates. Delays can occur for reasons outside our reasonable control, such as customs inspections, carrier disruptions, severe weather or public emergencies.
5. Order Tracking
When your order ships, we send you a shipping confirmation email with your tracking number and a link to follow your parcel. Tracking can take 24–48 hours to become active after dispatch.
If you haven't received a shipping confirmation within the processing time above, please check your spam or junk folder, then email us.
6. Customs, Duties and Taxes
All duties and import fees are included in your price. You pay nothing on delivery.
We describe our products and declare shipment values accurately, as the law requires. We cannot mark a parcel as a gift or understate its value.
7. Delivery Attempts and Unclaimed Parcels
If no one is available to receive your parcel, the carrier may leave a notice, try again, or hold the parcel at a local facility or pickup point for collection. Please keep an eye on your tracking and follow the carrier's instructions.
Please double-check your shipping address at checkout, including your apartment number and postal code. If a parcel comes back to us because of an incorrect or incomplete address given at checkout, we will contact you to arrange reshipping. If a parcel is refused or left unclaimed and comes back to us, we will contact you to arrange reshipping or a refund.
8. Address Changes
If you spot a mistake in your address, email us as soon as possible. We can usually correct it before your order ships. Once a parcel is with the carrier, changes may no longer be possible.
9. Delivery Delays
We make every reasonable effort to deliver within the estimated time. If your parcel is significantly delayed, email us and we will investigate its status with the carrier. If your order has not been delivered within 30 days of the date it ships, you may cancel it and receive a full refund. This does not affect any right you have under consumer protection law to cancel an order for non-delivery.
10. Lost Parcels
If your tracking hasn't updated for 7 business days, or your parcel is marked "delivered" but hasn't arrived within 48 hours, email hello@humanmatter.com with your order number. Before you do, it's worth checking with household members, neighbors or building staff, and at any pickup point named in your tracking.
We will open an investigation with the carrier. If the parcel is confirmed lost, we will send a free replacement or issue a full refund, whichever you prefer.
11. Damaged Parcels or Incorrect Items
If your parcel arrives damaged, or contains the wrong product, please:
- take photos of the parcel and the product before discarding any packaging;
- email the photos and your order number to hello@humanmatter.com within 48 hours of delivery if possible.
We will send a replacement or issue a refund, at no cost to you.
12. Risk of Loss
We pack every order with care. The risk of loss or damage stays with Human Matter Labs LLC until your order is delivered to you, or to a person you have designated, at the address you gave at checkout. Once your order has been delivered, responsibility passes to you, except where applicable law provides otherwise.
13. Questions
For questions about shipping, tracking, delivery, damaged parcels or lost parcels, email hello@humanmatter.com and include your order number. A real person replies within 24–48 hours on business days.