Please note, this FAQ is subject to updates

Please check back from time to time for the latest information.

Still Have Questions? Contact us!

Frequently Asked Questions About International Shipping

Need an answer? You've come to the right place! Our reference database addresses a variety of topics, from how to use your Matjar online account to providing declared values for your purchases...and much more.

Yes. Once you receive your membership confirmation, you are ready to start shopping! We will immediately begin accepting all of your merchandise.

Please ensure that all of your shipments include the address of the Matjar Distribution Center and your unique suite number. Any packages shipped to us with an incomplete or inaccurate address will cause delays and will be handled by our special handling department. Any packages needing review for incomplete or incorrect addresses will be charged a 2 OMR per package special handling fee.

No. Matjar provides you with a street address, not a P.O. Box. You will receive a complete street address with a unique suite number.

Example of Matjar Street Address:

Your Name
4289 Express Lane
Suite ####-###
Sarasota, FL 34249

All U.S. shipping companies will be able to deliver to your Matjar address.

If you are having difficulty registering for a Matjar membership, please follow these steps:

  1. Clear the cookies on your Web browser.
  2. Make sure your Web browser is up to date. Out of date browsers may have functionality issues.

If you continue to experience problems, please visit our Contact Us page. We will need the following information:

  1. Your full name
  2. Type of Web browser are you using

Enter your Matjar address as the "Shipping Address" as shown below, whenever you buy from US online stores.

Name: Your Name
Address (line 1): 4289 Express Lane
Address (line 2): Suite XXXX-XXX (enter your suite number here)
City: Sarasota
State: Florida or FL
Zip Code/Postal Code: 34249-2602

To find your Matjar address, sign in to your account, and it will be in the upper right hand corner. Some websites (e.g., Amazon) will require you to enter the zip code/postal code as 34249-2602, while other websites may only require you to enter 34249.

You may also be asked for a “billing address" when paying online retailers. Use the home country address associated with your credit card.

When you sign in to your Matjar account you can:

  1. Check if your merchandise has been received.
  2. Create a ship request.
  3. Check the status of your shipments.
  4. Change any of your account details such as shipping preferences, shipping address and membership information.

Note: You will receive an email notification when you receive a package, or when we send a shipment to you.

We're sorry to hear you would like to cancel your membership, and would like to work with you to resolve any issues you may be experiencing.

Please contact us and let us know why you are requesting to cancel and what we can do to resolve any pending issues that you might be facing.

We look forward to working with you to resolve any concerns you may have. If you would like to proceed with your membership cancellation, please submit a written request from the Contact Us page.

  • Make sure your Caps Lock button is not turned on.
  • Make sure your Web browser is updated to at least Internet Explorer version 11, Mozilla Firefox version 39, Google Chrome 43, or Safari version 8.

Try clearing or deleting the cookies from your Web browser. Once you delete your cookies, you may need to close all open browsers. Once closed, open a new browser window and sign in.

  • Sign in to your Matjar account
  • Click My Account Settings
  • Go to Shipping Preferences
  • In the Shipping Preferences section, find the item labeled Merchandise Shipping Schedule
  • Select one of the following options from the drop-down menu:
    • Automatic: Packages are shipped to you without consolidation as soon as they arrive in your suite.
    • Hold: Packages are held in your suite until you submit a ship request.
    • Weekly: All packages in your suite are consolidated and shipped to you once a week.
    • Biweekly Week 1 & 3: All packages in your suite are consolidated and shipped to you in the first and third week of every month.
    • Biweekly Week 2 & 4: All packages in your suite are consolidated and shipped to you in the second and fourth week of evert month.
    • Monthly Week 1: All packages in your suite are consolidated and shipped to in the first week of every month.
    • Monthly Week 2: All packages in your suite are consolidated and shipped to in the second week of every month.
    • Monthly Week 3: All packages in your suite are consolidated and shipped to in the third week of every month.
    • Monthly Week 4: All packages in your suite are consolidated and shipped to in the fourth week of every month.
  • Click Save Changes at the bottom of the page to save your shipping schedule preference

If you set your Shipping Preference to Hold, please remember you must submit a ship request to receive your packages. Click here for instructions on submitting a ship request.

If you receive a package that does not include a merchant invoice, or the invoice did not show the value of the merchandise, you will need to enter the value into your account. This information is required by customs.

You can find the value of your purchases on the invoice or order confirmation you received from the merchant. To enter your merchandise values:

  1. Sign in to your Matjar account
  2. In My Suite, go to the Action Required tab
  3. Click Provide Item Values for the packages indicated
  4. Enter the price you paid for the items listed
  5. Click Submit Item Values
  6. If the item values are accepted, your package will move to Ready to Send
  7. If the item values are not accepted, you will be asked to upload the merchant invoice.

Please note, the package will not be Ready to Send until you have entered the correct purchase value.

A merchant invoice (MI), or payment receipt, is a document that shows the price you paid for merchandise you have purchased. The document may also contain other information, including the name and address of the sellers.

Many merchants automatically include a merchant invoice with your package, and some may email you an electronic merchant invoice.

Please keep a record of your merchant invoices so you can provide them to Matjar or your customs office if required for export or import purposes.

Many merchants automatically include an invoice with your merchandise. In some cases, it may be necessary to request that the merchant includes a paper invoice. If a merchant emails you an invoice or payment receipt, you may need ask the merchant to also include a merchant invoice with your merchandise.

If you purchase from an eBay seller or private individual, it may be necessary to email the seller and request a merchant invoice showing the seller’s name, address and the price you paid for your purchases.

Special note about gift items:

If you indicate your item is a gift, the seller may include a merchant invoice that does not show the price you paid for your merchandise. If your package arrives with a gift receipt rather than a complete merchant invoice, you will be asked to provide additional information before Matjar can export your purchases.

To comply with US export regulations, Matjar must have the actual purchase prices of items we export. In many cases, we must also have the name and address of the seller.

When Matjar recieves a package with a merchant invoice that includes prices, we will enter the values and seller’s name and address for you. In most cases we will not need any additional information from you, so the merchant invoice can help you receive your purchases more quickly.

If your package arrives without a merchant invoice, or if the invoice does not show the price you paid for merchandise, we cannot export your packages until we receive this information. Any packages requiring values or invoices can be found in the Action Required tab in My Suite.

Yes. If your merchant invoice is in a different currency, we will convert the prices into US dollars using the current exchange rate.

US Census Bureau regulations require Matjar to properly value your goods. We create the Proforma Invoice for customs by entering the information provided on the merchant invoice/receipt that is used for customs clearance. The Proforma Invoice lists the value, quantity and description of the items.

If your package does not include a merchant invoice, or if it does not show the value of the merchandise, we will need you to enter the values before we can ship your package.

We understand our members' concerns regarding confidentiality, and it is our policy never to sell or give away any member information. The privacy of our members is of utmost importance to us. Details can be found in our Privacy Policy.

Matjar observes the US business days of Monday through Friday. While we are open to receive packages and provide customer service seven days a week, packages are tended to couriers only on business days.

The maximum weight is 25 kg either for actual or dimensional weight.

"Clarification needed" means we are waiting for you to provide more information about the product.

You will receive an email from our trade compliance team requesting the information needed to determine if we can export this item for you. Please reply with the requested information as soon as possible.

View the Country Guide.

This status means our trade compliance team has determined we are unable to export this item. Please check your email for a detailed explanation, and to confirm your shipping options.

View the Country Guide.

Certain fragile item like televisions or larger shipments may require review to confirm the available shipping options. We will notify you by email with your shipping options. Please review the email for reasons this package is on hold, and to see your shipping options.

Dangerous Goods/hazardous materials are items with hazardous properties that can present a potential hazard to human health and safety. Matjar is able to ship some classes of Dangerous Goods, depending on the carrier capabilities to your country.

Our Trade Compliance Team will review your item(s) to determine their classification and transportation regulations. The review is usually completed in 1 to 3 business days and you will receive an email with the resolution.

To expedite the review, please send Matjar an email with the Safety Data Sheet, seller invoice, and a link for the item(s).

Find more information about Dangerous Goods here.

Published Matjar shipping rates are for door-to-door delivery. These rates do not include any additional import fees or duty for shipments coming into your country. In some cases, couriers may also charge a brokerage fee for clearing your package through the local customs office. These fees can vary, and are not paid by Matjar.

Please contact your local customs office for more information on duties or import fees.

All international carriers base their shipping rates on the greater of Actual Weight and Dimensional Weight.

Actual weight is the weight of the package when put on a scale. Dimensional weight is based on the size of the package. Large items with linear dimensions (L + W + H) over 72 inches that have a low Actual Weight relative to their size-- like pillows and lamp shades, will result in a larger Dimensional Weight. Some people refer to this as “volumetric weight.”

Dimensional Weight is calculated by multiplying the dimensions of the item. Length multiplied by Width multiplied by Height, then dividing that total by the "DIM Factor." The industry standard DIM Factor is 166. So, the formula is:

Dimensional Weight (chargeable pounds) = Length x Width x Height (inches) / 166

You will be paying Matjar upon reciept of the shipment.

Matjar cash upon delievery of the goods.

No. Despite the fuel surcharges added by all major carriers, Matjar does not add a fuel surcharge at this time to provide the best possible value to our members.

All shipments are insured for the declared value of the item(s) unless you opt out of insurance. You can do this by signing in to your account and clicking My Account Settings > Shipping Preferences, and deselecting Shipment Insurance.

While damaged or lost packages are rare, we recommend insuring each shipment in the unlikely event something does happen to your goods. In the event your shipment is damaged upon delivery or lost, Matjar can assist you with the claims process.

Insurance is charged based on the declared value of the items, and costs 0.8 OMR per $100 of declared value.

Please Note: You may not file a claim for damage or loss if you do not select shipment insurance.

If your shipment is not delivered, or if items are missing or damaged, contact us immediately to begin the claims process.

For missing items:

If your shipment was not delivered, or if items were missing, you will need the following items to file a claim:

  1. Claim form: Contact us, and Matjar will provide you with the proper document
  2. Copy of the merchant invoice or receipt showing the purchase price.

For damaged items:

If your item arrived damaged, you will need the following documentation to file a claim:

  1. Claim form: Contact us, and Matjar will provide you with the proper document
  2. Photos of the damaged item(s)
  3. Photos of inside and outside of box
  4. Damage Report filed with the carrier locally. If you are unable to obtain a Damage Report, itemized repair order or damage statement from a certified technician
  5. Copy of the merchant invoice or receipt showing the purchase price

Important filing deadlines:

  • FedEx claims must be filed no later than 21 days from delivery date.

Claims are reviewed on an individual basis and can take up to eight weeks to be resolved for FedEx shipments. When a claim is approved, the reimbursement will be credited to your Matjar account. You can use the credit to pay for shipping costs on future shipments.

Insurance covers loss or damage to the items in your shipment. Claims can be filed for the declared value plus international shipping costs, if applicable. Insurance does NOT cover import duties and taxes, domestic shipping costs or damage to the box/packaging.

Couriers may carry limited or no liability for antique or vintage items, jewelry, TVs, electronics and prohibited goods. Please check with your specific courier for a complete list of prohibited items by courier.

Yes. If you need to get your package shipped as quickly as possible, you may select the Urgent Handling option when creating your ship request.

Matjar urgent fees vary, depending on the time your request is submittted. If you submit an urgent ship request during a low-demand period (6:00 PM Friday to 1:00 PM Monday), the urgent fee is only US 2 OMR. If your request is submitted during a peak demand period (3:00 PM Thursday to 6:00PM Friday) the urgent fee is US 7.9 OMR. Please see the table below for specific rates.

Matjar urgent shipping fees apply to shipments containing up to ten consolidated packages. If your urgent shipping request consolidates more than ten individual packages, you will be charged for each additional box included in the shipment.

Matjar can only guarantee same-day processing if your ship request is submitted by 3:00 PM ET (GMT -5 hours). If you submit an urgent ship request after 3:00 PM and we cannot fulfill it on the same day, it will be processed the next business day (Monday through Friday) at the same charge.

Matjar Urgent Fee schedule (US Eastern Time):

Day and Time Urgent Fee (up to 10 boxes) Each
Additional Box
Friday 6:00 PM to Monday 1:00 PM 2.0 OMR 0.4 OMR
Monday 1:00 PM to Monday 6:00 PM 5.9 OMR 0.4 OMR
Monday 6:00 PM to Thursday 3:00 PM 2.0 OMR 0.4 OMR
Thursday 3:00 PM to Friday 6:00 PM 7.9 OMR 0.8 OMR

You will need to set your Merchandise Shipping Schedule to Hold under Shipping Preferences to be able to request this service.

Once you are ready to send your packages, select the check box next to each package you wish to include, and select Create Ship Request. To request a pallet, select Add Pallet for Shipment in the Shipment Details & Options section.

The fee for a pallet is 9.8 OMR. Please note, a pallet will increase shipping costs by increasing both the actual and dimensional weight of your shipment.

If your merchandise shipping schedule is set to:

  • Automatic: Your shipments will be shipped to you automatically as soon as they arrive at our facility
  • Weekly, Bi-Weekly, or Monthly: Your shipments will be sent automatically at a dedicated time.
  • Hold: You must sign in to your account and create a ship request. This option allows you to consolidate your packages.

How to Submit a Ship Request:

  1. Sign in to your account.
  2. From My Suite, go to the Ready to Send tab
  3. Check the box to the right of each package you would like to include in the ship request
  4. Click Create Ship Request
  5. Add any shipping options, and click Update Totals to calculate shipping charges
  6. Click Ship Now
  7. The shipment status can now be viewed in your Queue

We recommend shipping any television with a screen size of 32" or larger on a pallet. This provides extra protection and security for your TV, with a much lower risk of damage. If you choose not to ship your television on a pallet, you do so at your own risk. The maximum insured declared value for televisions is US $250, even if shipped on a pallet.

To request a pallet for your shipment, you will first need to set your merchandise shipping schedule to Hold:

  1. Sign in to your account, click My Account Settings, then Shipping Preferences
  2. Select Hold from the Merchandise shipping schedule drop-down menu under Shipping Preferences
  3. Click Save Changes at the bottom of the page

Once you are ready to send your packages:

  1. Go to My Suite > Ready to Send
  2. Select the check box next to each package you want to include, and click Create Ship Request
  3. To request a pallet, select Add Pallet for Shipment under Shipment Details & Options (additional 9.8 OMR fee)

Please note: Using a pallet will add up to 40 pounds to your shipment, and will increase shipping costs by increasing both the actual and dimensional weight of your shipment.

Many stores pack your items in boxes that are too large or not properly prepared for global shipping. Matjar takes extra time to ensure all your merchandise is properly packaged for international shipping. Our FREE repackaging service will save you money in shipping costs and also helps ensure your purchases are not damaged during transport.

Matjar must review the contents of each package to determine if an Electronic Export Information (EEI) is required. If Matjar determines that an EEI is required for merchandise in your package, we must file an EEI and receive a confirmation number from the U.S. Government before we can export your package.

The U.S. Government primarily uses EEI reports to compile international trade statistics. An EEI includes information about the merchandise in your package, the U.S. seller, the buyer and other trade-related information. To complete an EEI filing with the U.S. Government, we must receive information about your merchandise, including:

  • Merchant Invoice
  • U.S. tax ID or Employer Identification Number (EIN) of the seller

A tax ID or EIN is still required if the seller is an individual (e.g., eBay seller). When purchasing high-value merchandise, please verify the seller is willing to provide this information.

If merchandise in your package requires an EEI, we will gather the necessary information and complete the EEI process for a fee of 8.9 OMR. We will add this fee to the final costs for your package.

EEI is outlined in the Foreign Trade Regulations (FTR), which are regulated by the US Census Bureau and enforced by the US Customs and Border Protection. Learn more about EEI and the FTR at http://www.census.gov/trade.

If you are a merchant or a seller and would like more information about EEI requirements, please contact us. You can also contact the US Census Bureau’s Foreign Trade Division at (800) 549-0595, option 3.

There are several reasons why you may be unable to submit a ship request:

  • Your Merchandise Shipping Schedule is not set to Hold. If your schedule is set to a different option, your shipments will be automatically processed.
  • An automatic shipment is in process. You will be unable to submit a ship request for any items included in that shipment.

If you are still unable to submit your ship request, please go to to Contact Us and send us an email including your Suite Number, Full Name, and Package Information.

We will always try to consolidate your items into one box, unless you specify otherwise. Our per-pound shipping rates decrease as the box weight increases, so it is almost always to your benefit to have one large box sent instead of several small boxes.

Please make sure your merchandise shipping schedule is set to allow you to consolidate packages. Read more about setting your Shipping Preferences here.

With any Matjar membership, you have complete flexibility with your shipment scheduling! When you register for membership, you can select your shipping preferences. You can even specify separate preferences for documents and merchandise.

Matjar merchandise shipping schedule options:

  • Hold: Matjar stores your packages until you create a ship request.
  • Weekly: Matjar ships your merchandise on the same day every week, based on your selection.
  • Biweekly: Matjar ships your merchandise every other week.
  • Monthly: Matjar ships your merchandise once a month.

If at any time you wish to change your shipping preferences please sign in to your account or contact us.

The transit time for express shipments is typically four to ten days. Find out more about shipping globally, including transit times to your area.

Yes. Matjar can split your package if it contains more than one item, and you wish to separate them into two packages. You can split your package and discard an item, return it to the sender, or ship it at a different time or to a different address. There is a 5.9 OMR charge per new package created.

To request a package split:

  1. Expand the package view in Ready to Send
  2. Select Split Package from the Optional Services drop-down menu

You will also have the option to mark the request urgent, and add comments to explain what you would like done.

Please Note: Matjar cannot split packages for the purpose of allowing them to fall below the import duty threshold in your country.

No. Matjar cannot export prescription medications, controlled substances or human growth hormones of any kind, for any reason.

Matjar cannot export assays, peptides, biological media and animal, veterinary or human vaccines. If you receive a package containing these items, US regulations require Matjar to dispose of the items in a local disposal facility. Matjar cannot ship these items to any address, including back to the sender.

Matjar can ship agricultural items for you if they meet US export requirements, and your country’s customs office allows them to be imported. Please make sure your agricultural products are properly labeled, including their genus, species and country of origin. The labeling requirement also applies to individual seed packets. We cannot ship or store any items we cannot identify, or are not properly labeled.

We are unable to export agricultural items if:

  • Your country prohibits these items
  • Your country requires a pre-shipment inspection
  • A phytosanitary certificate must be provided by the shipper to import the product

Matjar also cannot accept foreign seeds or plants that are not properly imported into the US. These items will be removed from your account upon receipt and properly discarded.

We are unable to store or export live plants or loose soil. We will automatically return any live plants to the sender, providing they are within the US.

Please contact your customs office to inquire about local import regulations, and contact us with a link to the item so we can determine if we can export the items for you.

No. Matjar cannot export controlled substances or any item that contains controlled substances. Please do not ship controlled substances to your Matjar suite.

A controlled substance is any drug that is illegal or restricted for sale in the United States, even if it is readily available in your own country. Examples of controlled substances include Sudafed and Hoodia.

No. Matjar cannot export human growth hormones (hGH) of any kind. Please do not ship human growth hormones to your Matjar suite. Common examples of human growth hormones include Norditropin, Nutropin, Omnitrope, Saizen and Genotropin. Supplements and vitamins legally purchased for bodybuilding purposes, include Creatine, are not considered human growth hormones.

Yes. However, lithium batteries may be subject to additional regulations, and we may be unable to export them to certain countries. In some cases, lithium metal and lithium-ion batteries may be subject to a Dangerous Goods handling fee.

Due to the potential fire danger, lithium ion and lithium metal batteries are heavily regulated for air transport. The regulations are extremely complex and can vary by country, and even by courier. The size of the battery, how it is packaged, and if it is pre-installed in an electronic device also play a role in the regulations and restrictions.

Our team of trained specialists can arrange for export of most lithium batteries and electronic devices containing these batteries. For assistance determining if Matjar can export lithium batteries and electronic devices containing these batteries to your country, please contact us.

No. Matjar cannot export any motorized vehicle that requires a license to operate. Common examples include cars, trucks and motorcycles.

Matjar can export most over-the-counter medications, providing they arrive in original packaging and may be distributed within the United States. To comply with US Food and Drug Administration guidelines, our compliance team must review all medications and verify they can be distributed. This compliance review will usually take less than 24 hours, however, it may take up to 72 hours for your package to be available to ship.

Please Note: US government regulations prohibit Matjar from exporting any non-prescription or over-the-counter medication that originated from a merchant outside the United States.

No. Matjar will not export any product that appears to be related to police, government or military activity. Common items include, but are not limited to:

  • Badges
  • Body armor
  • Protective clothing containing body armor
  • Police batons
  • Handcuffs
  • Surveillance equipment

Please see our Prohibited & Restricted Items Guide for more information. If you are unsure whether a product is considered a police or military item, please contact us for assistance.

Matjar charges a fee of 2.1 OMR to ship items that may require handling as dangerous or hazardous materials for international transport. Some products require special boxes for international transit, with an additional 9.8 OMR fee per box. Box fees will be included in your shipping costs.

Common dangerous goods include perfume, nail polish, glue, paint and batteries. Some countries do not allow the import of these items. Please click here to see if your country allows import of dangerous goods.

No. Matjar cannot export prescription medications. Please do not ship prescription medications to your Matjar suite.

No. Matjar will not export any product that appears to be a weapon, weapon part or accessory to a weapon. This includes, but is not limited to, items restricted by the International Traffic in Arms Regulations (ITAR). Common gun and weapon accessories include, but are not limited to:

  • Scopes or sights
  • Ammunition clips or magazines
  • Pistol grips
  • Rifle butt stocks
  • Items equipped with night-vision
  • Bayonets
  • Items equipped with lasers

Please see our Prohibited & Restricted Items Guide for more information. If you are unsure whether a product is considered a weapon or accessory, please contact us for assistance.

Matjar cannot export any food items that are perishable (require refrigeration), labeled in a foreign language, or restricted for export by the US Food and Drug Administration (FDA). We also suggest that you contact your local customs office to inquire if food can be imported to your country, as it is often restricted.

Food must meet all US FDA export regulations: http://www.fda.gov/Food/GuidanceRegulation/ImportsExports/Exporting/default.htm

All food packaging must include the following:

  • Name of the product
  • Ingredient list in English
  • Nutrition facts in English

If the food product arrives with a merchant invoice, we will attempt to locate the required information to meet US FDA regulations for export. If the required information is not available, Matjar will not be able to export it, and in some cases, we may not be able to ship it domestically.

Matjar cannot export counterfeit, bootleg or knockoff items. If you receive an item that does not appear to be authentic, we will notify you by email and refer the item to our trade compliance team to verify its authenticity.

If the item is counterfeit and came from a merchant in the US and the merchant provided a return label, we can help you return the item. If the merchant did not provide a return label, or if the merchant will not accept a return, we must discard the item. Matjar cannot ship counterfeit items to anyone other than the original seller, including individuals in the USA.

Prohibited Items: If an item is prohibited in your country or for export from the United States, we cannot ship it to you. If you are not sure if an item is prohibited, please contact us before ordering. If we receive an item we cannot ship to you, Matjar may be unable to ship it to any address, including back to the sender. In some cases, we may be required to dispose of it in a US disposal facility.

Restricted Items: Some restricted items can be shipped, but only after the Matjar compliance team reviews the item to ensure it complies with both US laws in and laws in your country. The compliance review usually takes less than 24 hours, but it may take one to three business days before your package is available to ship. If you have questions about shipping a restricted item, please contact us before shipping the item to your Matjar suite.

Please review our Prohibited & Restricted Items Guide before you shop.

US Fish and Wildlife Service Regulations

The US Fish and Wildlife Service (USFWS) has determined that certain animal products cannot be exported, including endangered or threatened species, migratory birds and marine mammals.

Matjar does not allow products to be exported when they are made from animals protected under the Convention on International Trade in Endangered Species of Wild Fauna and Flora (CITES). Examples of animals protected under CITES include alligators, crocodiles, elephants, sturgeon caviar, python and teju lizard. More information on CITES and the wildlife it protects can be found here: http://www.cites.org/

Exporting USFWS restricted items from the US to your country

Matjar reviews animal products to determine if we are able to ship them in accordance with USFWS regulations. Additional fees may apply if the item is approved for export from the US. These items may contain sea shells (aquatic shells), animal teeth, animal horns, animal fur (e.g., fox, raccoon, coyote, mink, deer and rabbit), animal skins and leathers (e.g., ostrich, buffalo, bison), bird feathers, mother of pearl, untreated wood, plants, or any product that contains or is made of wildlife or plant material.

Common products where USFWS items may be found:

  • Boots and winter coats made of fur or with fur trim hoods
  • Handbags, jackets, wallets, shoes, and suitcases made of animal leather
  • Hats or clothing that have feathers
  • Musical instruments, watches and jewelry that contain mother of pearl

Some of these items can be exported with no additional paperwork, while others require a declaration for import and export that must be filed with USFWS. We always recommend that you contact us before purchasing an item that may be subject to additional licensing requirements.

Importing USFWS items into the US

Matjar strongly recommends that you do not purchase products from other countries if they contain animal fur or other wildlife material. Products ordered from other countries require a completed import declaration, and any fees to complete the form will be charged to your Matjar account. An import declaration is required even if Matjar does not ship the product on your behalf.

In some cases, your shipment may be seized by customs if a proper import declaration is not provided by the shipper. If Matjar is not able to export a product that originated outside the US for you, due to USFWS regulations, it would not be returnable.

Be careful when ordering cosmetics from outside the USA. Many contain caviar or snail extracts that are restricted for trade. When purchasing from sites such as eBay or Amazon, pay close attention to the “Ships From” information. These sites provide listing services for third party sellers and often merchandise ships from outside the USA. Matjar will not be able to return these products to the seller.

Importing items containing animal products into your country

Matjar encourages you to confirm your country's import requirements for animal products. These regulations change frequently, and you are responsible for providing any import documents or permits to your customs office or the carrier when items arrive in your country.

Dangerous goods/hazardous materials are items that require special handling, additional packaging and labeling to be transported internationally.

These items may or may not be allowed to ship to your country. Shipping dangerous goods is country-specific, and may also depend on the courier you choose, including DHL or Fedex. USPS or UPS cannot ship dangerous goods. Even if your country allows the import of an item, the carrier may not be licensed to handle and transport dangerous goods.

Items considered to be dangerous goods include: flammable items or items under pressure (e.g., hairspray, spray paint, lighters, nail polish and perfume)

Please view our Prohibited & Restricted Items Guide for more information, or contact us for specific information regarding your country and the items you wish to ship.

We are allowed to export perfume to certain countries, with a special handling fee of 2.1 OMR.

Please visit our contact us page and click Need More Help? to find out if we can ship perfume to your country. Be sure to specify the destination country in your inquiry.

Yes. Mother-of-pearl is protected by the Endangered Species Act and governed by the US Fish and Wildlife Service and US Department of Interior. Matjar is licensed to export mother-of-pearl at an additional fee of 32.2 OMR per shipment. We cannot export items containing mother-of-pearl without payment of this fee.

Mother-of-pearl is commonly found on watches, keys of musical instruments and as decoration on guitars, kitchenware and other home decor. If you have any questions, please contact us before placing an order with a merchant.

Yes. Incorrectly addressed packages or those missing vital information require manual research, and we must charge a fee to cover these costs.

Incoming Packages

There is a 2 OMR fee for packages that arrive at our distribution center with an incomplete address. You can avoid these fees by making sure the merchant properly addresses your order. Read more on how to correctly enter your USA address here.

Outgoing Packages

The courier will charge a 2 OMR fee to your Matjar account if you update your address after the shipment has left our facility. Many couriers charge this fee after delivery, so you may see it charged to your account post-shipment.

Common reasons for address correction include:

  1. You requested shipment to a P.O. Box. Most express couriers will not ship to a P.O. Box.
  2. Your address is incomplete or missing vital information. You can verify and update your shipping address by signing in to your account and clicking My Account Settings, then Address Book.

Yes. Matjar opens every package when it arrives at our facility. Our trained login agents carefully review your purchases to ensure they were not broken during shipping and are legal for export from the USA.

If the merchant included an invoice, we will compare the contents of the package to the purchases shown on the invoice to ensure you received the correct number of items. If the invoice shows the price you paid, we will also enter these values for you.

If you receive an item that is not in the manufacturer's original packaging, or is not from a trusted merchant, we will open the product packaging to inspect the item. This allows Matjar to reduce fraud, and saves you shipping costs by verifying the correct product is in the package and is legal for export from the USA.

No. Neither Matjar, nor our couriers, provide any form of temperature-controlled storage or transportation. Please do not ship items requiring refrigeration to your Matjar suite.

Common items that require refrigeration include frozen foods, perishable foodstuffs, temperature-sensitive medications, dry ice and chocolate.

No. Matjar does not provide temperature-controlled or humidity-controlled facilities.

Members receive 30 days of free storage. Packages stored past the free storage period will incur storage fees of 0.2 OMR per package per day.

Storage fees continue to accrue until your package is shipped, discarded or returned to the sender. You will see storage charges itemized on your invoice when the package is shipped or discarded.

Most shipments leave our consolidation facility within three business days after we receive your ship request. If your shipment is urgent, select Urgent Handling when creating a ship request. Matjar does not tender packages to our couriers on Sundays or certain USA holidays.

In some cases, high-value merchandise and shipments may require additional paperwork to comply with US government regulations. This may result in additional shipment processing time.

Shipments containing certain animal products, including feathers, animal skin and mother-of-pearl may require additional processing time to ensure compliance with US Fish and Wildlife regulations.

Shipments containing items on the Prohibited & Restricted Items Guide require additional review by our compliance team. This adds processing time to these shipments.

Once a package leaves our warehouse, average transit time to your door is two to four days. Find detailed information about transit times and restricted items on your country's details page.

To ensure quality and compliance with US export regulations, we must open and review all wrapped items. When possible, we make every effort to return wrapped items to their original condition.

Merchants often ship parts of the same order from different warehouses, or at different times. This means you may receive two or more packages, even though you only placed one order.

If your merchandise shipping schedule is set to Automatic, we will automatically ship your packages as they arrive at our facility. If a merchant ships parts of your order separately, you will pay shipping for each package. To save on shipping costs, set your shipping schedule to Hold, and request a shipment when all your merchandise has arrived.

To change your Merchandise Shipping schedule, sign in to your account, click My Account Settings, then Shipping Preferences, and select Hold from the Merchandise Shipping Schedule drop-down menu.

Matjar receives packages Monday through Saturday. Our receiving team works diligently to ensure packages are entered into your account within 24 hours of arrival at our facility. You will receive an email each time we log a package into your account.

From your account, you can select a Merchandise Shipping Schedule by clicking My Account Settings, then Shipping Preferences. If your account is set to an automatic shipping schedule, we will automatically move your packages from Ready to Send into your Queue.

You can view shipments that have left our facility under History in your account. You will also see a link to the tracking information, and can view the shipment invoice.

Yes. We will accept shipments to your Matjar address from any merchant or individual seller.

Spam filters sometimes include email you do want to receive. To ensure you receive all your account communications, we recommend that you add Matjar to your Safe Senders list.

Matjar sends email alerts to you when we receive a package at your Matjar address, when your shipments leave our facility, and other important notifications.

Need to translate an English-language website? Use these handy tools:

Many USA stores pack their merchandise inefficiently, resulting in substantially higher shipping costs for international customers. There are also other things to know when shopping USA retailers. To save the most at USA stores, follow these tips:

  • Always use your Matjar suite address as the "Ship To" address. Many merchants offer free shipping to US addresses.
  • Check to see if coupons or discount codes are available.
  • Be sure to read the ratings and reviews of sellers.
  • Be prepared to spend more than a few minutes on these sites looking for the best products and deals.
  • There are typically multiple ways to get to a product; by category, price, features, etc.
  • Consider rebates; sometimes manufacturers offer rebates after the product is purchased.
  • If you are unsure about a seller or retailer, check with the Better Business Bureau.
  • Shop around! Check different websites for the same product.
  • Create a separate email address for shopping, so your email doesn't get bogged down with advertisements.
  • Check the Matjar Facebook and Twitter pages for deals!

With any Matjar membership, you have complete flexibility with your shipment scheduling! When you register for membership, you can select your shipping preferences. You can even specify separate preferences for documents and merchandise.

Matjar merchandise shipping schedule options:

  • Hold: Matjar stores your packages until you create a ship request.
  • Weekly: Matjar ships your merchandise on the same day every week, based on your selection.
  • Biweekly: Matjar ships your merchandise every other week.
  • Monthly: Matjar ships your merchandise once a month.

If at any time you wish to change your shipping preferences please sign in to your account or contact us.

Yes. Once you receive your membership confirmation, you are ready to start shopping! Matjar will immediately begin accepting your merchandise shipment.

Please ensure all your shipments include the Matjar facility address and your unique suite number. Any packages shipped to Matjar with an incomplete or inaccurate address will cause delays and require special handling at an additional 2 OMR fee per package.

Any Questions?

Please Contact Our Customer Service

We’re very approachable and would love to speak to you. Please feel free to call or send us an email.

Contact our team