Shipping and Delivery
How does shipping and delivery work?
We provide shipping with Australia Post and Sendle, which you will be able to select at checkout.
Sendle assigns either Couriers Please or Aramex (formerly known as Fastway) as the courier, depending on the destination. We are not able to request which courier is selected by Sendle.
Please note that delivery to PO Boxes, Parcel Lockers or Parcel Collect locations is only available with Australia Post.
Once your order has been placed, we will prepare and pack it, ready to be dispatched. Please allow one business day for us to prepare your order.
Your order will then be sent via your nominated delivery partner. As soon as it is dispatched you will receive a shipping confirmation email including tracking information.
How much will shipping cost?
The shipping cost for your order will depend on the weight of the items you'd like to purchase, your location and also the delvery service you choose.
These are all calculated for you during the checkout process, so you will be able to see the shipping cost for your individual order.
When will my order arrive?
We have three shipping options for you to choose from, all with their own expected delivery times. Please see below.
Australia Post - Parcel Post: 2-8 business days.
Australia Post - Express Post: 1-3 business days.
Sendle Domestic: Estimate will be displayed at checkout.
How can I track my order?
Once we've dispatched your order, we will send you a shipping confirmation email which will include a link to track your order.
If you didn't receive any order confirmation or shipping confirmation email, please get in touch with us to make sure you entered the correct email address during checkout.
Can I change my shipping address?
If you'd like to change your shipping address, please contact us as soon as possible with the new shipping details.
Provided your order hasn't been shipped yet, we'll be able to update this for you with no issues.
If your order has already been shipped, you may still be able to redirect it via the tracking link provided in the shipping confirmation email.
How is my filament packaged?
We want to make sure your order gets to you in the best condition possible, while still trying to reduce our environmental impact and minimise waste.
Our filament orders are packed in heavy-duty cardboard mailers, taped for extra security where neccessary. Larger orders are shipped in standard cardboard cartons.
Help, I think my order is lost
If you suspect your order may be lost in transit, please double check the tracking page.
Although our delivery partners provide an estimated delivery time, sometimes factors out of our control mean that they are not able to deliver within this timeframe.
If your order isn't delivered within 14 days, please contact us and we will launch an investigation with Australia Post or Sendle and help to track down your package.
Please see our page on caring for your Matt's Hub filament here.
Will you restock an item?
If you've missed out on your favourite colour, please hold on tight! We continuously restock our colour range, so keep an eye on the website for when it will be available again.
Why is your filament more expensive than others?
We're a small Australian business running on tight margins in order to bring you the best value possible.
Matt's Hub filament is a premium product that is manufactured with top-quality materials and held to very strict standards.
We've also gone the extra mile to make your experience with our filament better than any others. Although this all comes at a cost, we think it's definitely worthwhile.
Do you offer bulk discounts?
Sorry, at this stage we don't offer any bulk discounts.
When will you stock more materials / colours / sizes?
Looking to go beyond PLA+? Or are you after 2.85mm rather than 1.75mm filament? We're very keen to expand our product offerings to you in the near future, although we can't provide any dates yet!
Aren’t your cardboard spools weak and fragile?
Nope! Ours aren't like some other cardboard spools you might've seen before. Our spools are constructed from solid, non-corrugated cardboard to keep your filament secure and well protected.
The internal bore of the spool is also reinforced for extra strength, ensuring that you can use it on any standard spool holder.
Do you really plant a tree for each spool of filament?
Yes we do! We've partnered with One Tree Planted to plant trees where they're needed most.
When you choose Matt's Hub, you can feel good knowing that your purchase is making a positive impact on the environment.
Where are the trees planted?
As the need for reforestation is global and ever-changing, One Tree Planted supports a number of initiatives around the world depending on where it's needed most.
You can have a look at what initiative they're currently supporting here.
How secure is your payment?
We use Shopify Payments which is an extremely secure and highly encrypted system designed to protect customers and also hold merchants accountable.
What payment types do you offer?
We accept credit and debit cards (Visa/Mastercard/American Express), as well as Google Pay, Apple Pay, Shop Pay and PayPal.
How do I use a discount code?
Discount codes can be entered during checkout, there will be a box for you to enter your discount code in - make sure to click ‘Apply’! This is offered before the payment page so you can clearly see the amount that you save.
I forgot to use my discount code, what can I do?
Just made your purchase and realised you forgot to enter your discount code? No worries, simply get in touch with us via email and we'll be happy to correct this for you.
What currency is used on the Matt’s Hub website?
All items on Matt's Hub are displayed and processed in AUD.
I have an issue with my order, what can I do?
If you have any issue with your order, please contact us to advise of the issue. To help us resolve things as quickly as possible, please include as much relevant information as you can (such as photos where possible).
I need to cancel or change my order
Please email us immediately with your request and we will do our best to acommodate any changes. If your order has already been dispatched, you will need to go through our returns process.
Where are you located?
Matt's Hub is located in Melbourne, Australia.
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