FAQS

What should I do if my product isn't working?
If your product isn't working, first check whether it needs to be charged. If the issue continues, contact support@matatalab.com with your product name, proof of purchase, a description of the issue, and photos or videos of the problem.
Where can I find product manuals and software downloads?
User manuals are included with MatataStudio products. If you need help getting started or are unsure how to use your product, please refer to the user manual included in the package. You can also search for MatataStudio on YouTube to find product tutorials and demonstrations. For software downloads, please visit the Download section of our website to find the latest compatible software, apps, firmware, and other resources for your product.
Can I change or cancel my order after placing it?
Please contact us as soon as possible at website@matatalab.com. We may be able to update or cancel your order before it ships, but changes cannot be guaranteed once fulfillment has started.
Can I change my shipping address after placing an order?
If your order has not shipped yet, contact us immediately with your order number and correct address. Once the package is in transit, we may no longer be able to change the delivery address.
What payment methods do you accept?
We accept major credit and debit cards, including Visa, Mastercard, American Express, Discover, JCB, Diners Club, and Maestro. PayPal, Apple Pay, and Google Pay are also available.
Why was my payment declined?
Payments may be declined by your bank or payment provider for security, card, billing address, or authorization reasons. Please check your payment information, try another payment method, or contact your bank if the issue continues.
Can I receive an invoice for my order?
Yes. If you need an invoice for your purchase, please contact us at website@matatalab.com with your order number and billing information.
Do you offer discounts for schools or bulk purchases?
Yes, special pricing may be available for qualifying school, institutional, or bulk purchases. Visit our Education page or submit a Request a Quote form for more information.
Which countries and regions do you ship to?
MatataStudio ships directly to selected countries and regions. Shipping availability can change, so the easiest way to confirm is to enter your delivery address at checkout. If direct shipping is unavailable, please visit our Where to Buy page to find an authorized local distributor: https://www.matatastudio.com/where-to-buy.html
How much does shipping cost?
Shipping fees depend on your destination and order. Eligible orders of $129 or more may qualify for free shipping. Your available shipping options and final shipping cost will be displayed at checkout before payment.
How long does order processing and delivery take?
Most orders are processed within 24–48 hours after order confirmation and typically arrive within approximately 4–7 business days, including processing and transit time. Processing or delivery may take longer during holidays, promotions, periods of high order volume, or due to your location, inventory, carrier, and local conditions.
Where will my order ship from?
We work with different fulfillment locations and local warehouses to provide efficient delivery. Your order may ship from different locations depending on the product, inventory, and destination.
How can I track my order?
Once your order ships, you will receive a shipping confirmation email with your tracking number and tracking link.
What should I do if my package is delayed or lost?
If your shipment is significantly delayed or appears to be lost, contact us with your order number and tracking information. We will help investigate the shipment and determine the appropriate next step.
Why did I receive only part of my order?
Items in the same order may sometimes ship separately due to inventory or fulfillment arrangements. Check your shipping confirmation emails for additional tracking numbers before contacting support.
What is MatataStudio's return and exchange policy?
Eligible products purchased directly from the MatataStudio Official Store may be returned for a refund within 30 days of delivery, subject to our Return & Refund Policy and product condition requirements.
What should I do if my order arrives damaged, defective, incorrect, or incomplete?
Contact website@matatalab.com with your order number and clear photos or videos of the issue. Our team will review the case and help arrange the appropriate return, replacement, or other solution.
Do MatataStudio products come with a warranty?
Yes. Eligible MatataStudio products come with a 1-year limited warranty covering qualifying manufacturing defects and malfunctions under normal use. Accidental damage, misuse, unauthorized modifications, and normal wear and tear are not covered.
How do I request warranty service or replacement parts?
Contact website@matatalab.com with your proof of purchase, product information, and a description of the issue. Replacement parts may also be available for selected products.