Frequently Asked Questions

We are moving to a new warehouse from January 2nd-29th. During the warehouse move, orders are unable to ship. Orders placed between January 2nd-29th will ship the week of January 30th. We are working hard to get set up at our new warehouse and get your order out the door as soon as possible.
We appreciate your patience and understanding during this transition. We are so excited about moving to our new warehouse as it will allow us to get your orders processed faster. Plus, the new warehouse has great sustainability initiatives, yay!
Processing and Shipping Times
Our small but mighty team works hard to get your orders out as soon as possible. Please keep in mind that due to the volume of orders received and holiday hours, processing times will likely be delayed. Shipping times may also be delayed as shipping carriers (USPS) are handling their largest volume of the year with the holiday rush. Thank you for your patience!
Discount Codes
Items included in the warehouse sale are marked with the discounted price. Warehouse sale items are not eligible for further discount via discount codes.
Returns/Exchanges
All items discounted for the Warehouse Sale are "Final Sale", and are ineligible for return. Exceptions will not be made for sizing, fit, or fabric issues. Our Customer Care team is happy to answer any questions you may have about a style prior to your purchase, as we understand that purchasing final sale items online can be a little tricky.
Price Adjustments
You are welcome to reach out to our Care Team for a price adjustment if you made a purchase in the last 14 days. Please note that items in the Warehouse Sale are final sale, so if you choose to do a price adjustment your items will also be marked as final sale.
Support
Our support team receives a large number of inquiries during the holidays. We do our best to respond in a timely manner, but response times may be delayed up to 5 business days. We respond to inquiries in the order in which they are received. Please note replying to your original email will send your message to the bottom of our queue, which may result in it taking us a bit longer to get back to you! To reach our support team, you can contact us via chat in the lower right hand corner of our page or you can send an email to care@matethelabel.com
How long will it take to receive a response to my email?
Currently, we are experiencing a higher than usual volume of inquiries and our small but mighty team is working hard to get back to everyone in a timely manner. We usually expect to get back to you within 1-2 days but we are currently experiencing response times of up to 5 business days. We know this extra time can be frustrating and we sincerely appreciate your patience with us!
The item I want is out of stock, what do I do?
We recommend signing up for the “waitlist” for that style. We will send you an email once the item you are looking for becomes available. For specific inquiries, please contact care@matethelabel.com.
Do you offer free shipping and returns?
For U.S. orders, we offer free standard shipping via USPS on orders over $150, woohoo! Unless you are processing an exchange, $6.75 is deducted from your refund for the cost of the return shipping label.
How long will it take for my order to ship?
Orders are processed and will leave our warehouse within 2-3 business days, excluding weekends and holidays. For your convenience, we will send you an email with a tracking number that you can use to follow your order's journey. Once processed, your order is expected to be delivered within 3-7 business days, depending on your shipping address. All orders ship from our warehouse in Southern California.
COVID-19 + Holiday Update: While we strive to do our best to ensure your order is delivered on time, shipping times may take longer than normal due to carrier delays and as a result, we are unable to guarantee an exact arrival date. Once your package has left our facility, USPS is responsible for the package. We offer shipping insurance with every order that covers lost, stolen or damaged orders in transit. If you would like to check on the status of your order, please email us at care@matethelabel.com. We are here to help!
What if I need to change my order?
Once an order is placed, we cannot make any changes to the items in your order. If you see an error in your shipping address, please email us at care@matethelabel.com as quickly as possible. We will do our best to accommodate an edit to the shipping address before the order is processed. We cannot guarantee that we can make changes or cancel your order once it has been placed. If your order is processed with the original address, the carrier may allow the recipient to request a change before the package is out for delivery. We encourage you to get in touch with them!
I need to cancel my order! What should I do? 
Please email care@matethelabel.com as quickly as possible! If your order has not already been processed, we will do our best to cancel it. We cannot guarantee that we can make changes or cancel your order once it has been placed. If your order has been processed, you are more than welcome to place a new order or initiate an exchange here once you receive your order. MATE offers free exchanges and free standard shipping on all orders within the US over $150.
I placed an order earlier this week, and now my items are on sale! Do you offer price adjustments?
Sorry, MATE! We are unable to offer price adjustments. MATE produces in small batches, so buying early ensures you receive your favorite MATE pieces before they sell out!
Having issues with international tracking numbers?
Once your order has been fulfilled, you will receive an email from us containing your tracking information. For orders shipped via Passport, you can track your shipment here. For orders shipped via FedEx, you can track your shipment here.
USPS tracking is showing that my package has been delivered, but it’s nowhere to be found! SOS! 
Don’t panic! Sometimes USPS prematurely lists a package as delivered. We recommend taking a peek at your order confirmation to ensure that the shipping address looks correct and checking in with neighbors to make sure they didn’t accidentally snag your package, if possible. If your package doesn’t arrive after 3 business days, please contact the carrier to file a claim. Please note that if you chose to opt out of insurance with Route at checkout, MATE is not responsible for lost or stolen packages at this time.
What is Route package protection? 
MATE is proud to partner with Route, the leader in package protection. By selecting Route+ at checkout your order will be protected from damage, loss*, or theft. In the unfortunate case that your order never arrives or is damaged upon delivery, you can easily file a claim with Route and receive a replacement or be fully reimbursed. We are excited to offer this service to you and we highly recommend you use Route+ package protection at checkout. Route is not the shipping carrier; packages will continue to be delivered by USPS, UPS, FedEx, or Passport International depending on which option you selected at checkout. *Claims for packages marked "delivered" yet not received and where there is no evidence of “porch piracy” must be made 5 days after “delivery date” but no longer than 15 days to ensure it was not misdelivered or easily found around the premises." Claims for packages presumed to be lost (where the status is not "delivered") must be filed after 7 days (20 days for international) and within 30 days from the last checkpoint.
Do I have to download an app to utilize Route's insurance protection services?
Nope! While you can file a claim with Route through the mobile app on iOS or Android, claims can also be filed through the email you receive from Route after placing your order, or by going to claims.route.com on desktop.
Why was I charged for Route package protection? 
By default, package protection will be added to your order unless you opt out at checkout. After you fill out your shipping information, there is an option to remove Route from your order before you proceed to the payment portion of the checkout process. If you accidentally opted in, reach out to us at care@matethelabel.com and we'll remove the protection from your order. Do note that by opting out of package protection, MATE is not responsible for any damaged, lost, or stolen packages.
For orders up to $100, package protection costs $0.98. For orders over $0.98, package protection costs 2% of your overall order value.
Do you offer gift cards?
We sure do! Our gift cards come in the form of e-Gift cards which are sent via email to whoever you wish to send them to! Gift cards can be purchased here, and are available for $50, $100, $150, $200, or $500. Our gift cards can also be customized with a gift note and can be sent out immediately or scheduled to send at a later date of your choosing. Your selected payment method at checkout will be charged at the time of purchase, and all e-Gift cards are final sale and non-refundable. e-Gift cards cannot be used to purchase other e-Gift cards. e-Gift cards can be used as a payment method at checkout by applying the e-Gift card code at checkout. e-Gift cards cannot be retroactively applied to orders once they have been placed.
How can I check my current gift card balance?
Enter your gift card code here to see your outstanding balance.
Holiday Shipping
MATE the Label will be closed on Thanksgiving Day, Christmas Eve, Christmas Day, New Year's Eve, and New Years Day. Orders will not be shipped out during these days.

Domestic Shipping
We are happy to offer free shipping on all orders over $150 within the U.S. via USPS, which generally takes 3-7 business days to arrive. For U.S. orders under $150, we offer $8 flat-rate shipping via USPS.

Orders are processed and will leave our warehouse within 2-3 business days, excluding holidays & weekends. Shipping times may vary, but we work our hardest to get you your order as quickly as possible.

All orders are issued tracking numbers once shipped. For any questions you may have regarding shipping, please contact us at care@matethelabel.com. We got you.
Do you ship internationally?
We do not currently offer international shipping. But we will soon! Please sign up for our newsletter and follow us on Instagram for the latest updates.
What methods of payment do you accept?
We accept all major credit cards. We do not accept personal checks, prepaid debit cards, or money orders.

Will I be charged Sales Tax?
Sales tax is dependent upon where you live and the items you purchase. All tax estimates will be messaged at checkout.
What is Afterpay?
Afterpay is a service that offers you the ability to make purchases now and pay for them in four equal installments, due every two weeks, without any interest.

How do I use Afterpay?
Just shop matethelabel.com and checkout as usual. At checkout, choose Afterpay as your payment method. You will be directed to the Afterpay website to register and provide payment details (Visa or Mastercard). If you’ve used Afterpay before, just log into your Afterpay account. Then complete your order -- it’s that easy

How does the Afterpay payment schedule work?
Customers are required to make their first payment at the time of purchase. The remaining three payments are due every 2 weeks in equal installments and will be drawn from your selected payment method. If you would like to make additional unscheduled payments before they are due, you may log in to Afterpay to make your payments early. You can log in to your Afterpay account anytime to view your payment schedule or make a payment before the next due date.
What is your return and exchange policy?
We want our customers to be 100% satisfied with their purchase. If this is not the case, please visit our returns portal here to begin the return process. Just have your order number and shipping zip code in hand. You'll find your order number on your MATE order confirmation email. We gladly accept returns or exchanges on items that are not marked as final sale within 30 days of purchase as long as they are in original condition (unworn, unwashed, and with tags).
Do you offer free returns?
Unless you are processing an exchange or store credit, $6.75 is deducted from your refund back to your credit card for the cost of the return shipping label.
Will I be able to return items purchased with my welcome code?
Yep! You will be able to return/exchange items purchased with the welcome code.
How soon will I get my refund?
Returns are processed within 7-10 business days upon receipt of the package, but often sooner. We'll send you an email when your refund has been processed. Depending on your bank it can take 4-6 business days for the refund to appear in your account. Please contact your bank if your refund does not appear after it has been processed by MATE. You will receive a confirmation email once your refund has been processed.
What is Shop Now for exchanges?
Our returns portal allows customers to exchange any items in their order for a new size, color, or alternate item. If you would like to exchange your item for a new style, please proceed with a return and at the end of the return process you will be given the opportunity to Shop Now and select new MATE items. Yay! Oh, and we offer a $10 bonus credit if you utilize the Shop Now option. Any discount value from your original order will also carry over to your Shop Now balance.
Are any items final sale?
All items marked "Final Sale", are ineligible for return. Exceptions will not be made for sizing, fit, or fabric issues. Our Customer Care team is happy to answer any questions you may have about a style prior to your purchase, as we understand that purchasing final sale items online can be a little tricky.
For quality assurance reasons, we do not accept returns on socks or intimate bottoms. However, we want you to love your purchase. If you have made a first time purchase of socks or intimate bottoms and you are not 100% satisfied, please reach out to care@matethelabel.com and we will do our best to assist you!
I am a few days past the return policy, what do I do?
Please contact care@matethelabel.com and we’ll try our best to accommodate your return.
Why am I being charged at time of purchase and not when the order ships?
As a small business with a priority in sustainability, one of the goals of the pre-sale is to ensure that we do not overproduce our clothing. This is the reason we chose to charge for the style up front. We reserve our pre-sales for our most popular styles so our customers will have the opportunity to purchase them with ease. If you would prefer to wait, you can still purchase the item when it is available on our site but these coveted styles do tend to go quickly!
How accurate is the estimated ship date?
Our goal at MATE is to provide full transparency to our customers in our lead times. When estimating our pre-order ship date, we try to cushion with the latest possible ship date. Therefore, the timeline you are seeing should be the longest you will have to wait for your pre-ordered item but there is a chance you may receive your item sooner!
Can I cancel my pre-order?
Should you decide that you no longer wish to purchase your pre-ordered item, you can reach out to care@matethelabel.com to cancel the order for a full refund any time before the order ships. Once the order has processed and shipped, it can no longer be canceled and you will need to proceed through our return process, here.
How does reMATE through SuperCircle work?
It all starts with initiating the recycling process through this online portal. Log in, select the items that you want to recycle, and then follow the shipping instructions. Be sure that your items get shipped within 14 days.
At the SuperCircle warehouse, your items will be sorted and stored until enough material is collected. Then, they’ll be mechanically recycled into new yarn and eventually made into new MATE items.
Can I recycle more than one item at once?
Yes! You can recycle as many items as you want at a time. In fact, we encourage you to consider recycling more than one item at a time to lower the carbon impact of shipping.
Please note, you can only have one active reMATE shipment at a time. Once we receive the shipment and it is processed, then you can initiate a new one.
What condition does the clothing have to be in to be recycled?
Any condition! Rips, tears, baby or pet stains—we’ll take it! Just make sure that they’re clean and laundered.
Can I send in anything from my closet?
In order to keep material feeds clean for recycling, we ask that you only send back MATE items. This ensures that we know the fabric composition.
How do I access my account?
You should see a login portal at the center of the homepage. In order to initiate a reMATE shipment, you will need to log in so that we can track your shipment progress and make sure you get properly rewarded! Please note that a SuperCircle account is separate from your MATE Clean Club account. If you have any issues logging in, reach out to customer support.
How do I reset my password?
Just below the login portal, you should see "Forgot Password?" hyperlinked. Click that link to receive a password reset email.
How quickly do I need to ship my goods once I initiate the recycling process?
Once you have initiated the recycling process and downloaded your shipping label, you have 14 days to ship your goods. If goods are not shipped within that time, you may have to reinitiate the recycling process and download a new label.
How do I get my MATE credit?
You should receive an email with your credits about a day or two after you drop off your shipment. If you have any questions, please reach out to customer support.
How much do I earn? And how long does my $$ or credit last for?
You will earn a credit for 10% of the original order value of what you are returning in the form of a MATE gift card.
What if I send back something that isn’t ready to be recycled?
No worries! SuperCircle receives and sorts items, and identifies those that are not ready for recycling. We work with resale partners to ensure that the item enters a resale market. Recycling is only one piece of the circular economy for textiles. Repair, resale, and reuse are the other pieces—and all are equally valuable.
Where do my items end up?
SuperCircle will find the best next step for your items. We may downcycle them into insulation or padding, or upcycle them into new items.
What is Organic Cotton?
Organic Cotton uses 87% less water than conventionally grown cotton and emits 45% less greenhouse gases. Conventional cotton is also notorious for using more pesticides than any other crop in the world. The use of these chemicals has led to the hospitalization of up to 1 million farmworkers every year. That’s some dirty talk we absolutely cannot get behind. By using Organic Cotton, we keep the people we work with and the products we sell safe. Better for your body and better for the earth.
What are low-impact dyes?
Low-impact dyes are known to be more eco-friendly as they do not use toxic chemicals. Also, they have a higher absorption rate, which means they require less water. Typical clothing manufacturing uses over 8,000 synthetic chemicals. Many of these chemicals are known to be carcinogenic and hazardous to our health. We believe that what you put on your skin matters.
Where is your product made?
All of our factories are located within 15 miles of our Headquarters in Los Angeles. Our main factory is only 4 miles away, which means we are able to check in on a weekly if not daily basis. We are proud to have a low carbon footprint.
Are your factories fair trade certified and ethical?
Our factories are not certified but meet fair trade criteria. California labor laws are always enforced. Ethical manufacturing is a top priority for us.
What materials do you use to ship your orders?
Online orders are shipped with recycled paper mailers and boxes that are recyclable and made in Los Angeles. Your garment will arrive wrapped in recycled tissue paper and a recyclable hangtag attached. We do not ship any branded materials other than the paper order confirmation slip in order to reduce our single-use waste.
What kind of thread do you use?
Not many people think of this but polyester thread is very common as it is cheap and durable. We make sure to use cotton thread for sewing, and hope to use Organic cotton thread in the near future.
Is your product vegan?
Yes, no animals were harmed here! We use natural, plant-based fabrics.
Is your office eco-friendly?
Yes. As a team, we try our best to reduce our environmental footprint. We opt for eco-friendly office supplies and avoid plastic when possible. We compost our food scraps through LA Compost and make recycling a priority. We are proud to have stand up desks made from sustainably harvested bamboo and scrap wood fibers. Our bathroom is stocked with organic tampons, eco toilet paper and earth-friendly soap. When we need to crack open a cold brew or kombucha, we make sure they are in glass bottles.
What is Beam?
Beam is a female-founded social impact tech company that turns your spending power at mission-led brands into direct funding for nonprofits. They’re curating a community of the most socially responsible brands around and we’re proud to be part of it--you can learn more about them here.
How does it work when I choose a nonprofit in cart?
While checking out, choose a sustainability nonprofit from a set that we believe in. You can see the progress of the MATE community towards real goals for each nonprofit. 1% of your purchase will be donated to the nonprofit you choose, at no extra cost. With every purchase, you can see your impact grow towards real goals--both personally and with the rest of the MATE community. Every time you choose a nonprofit, your choice is recorded and donations are made in aggregate to our nonprofit partners on a regular basis. This is easier for nonprofits to manage than getting tons of smaller donations, and the entire 1% donation goes directly to the nonprofit.
How do you choose the nonprofits you support?
We look at sustainability nonprofits within the 1% for the Planet ecosystem and work with our partners at Beam Impact to identify a set that’s not only local to our HQ in LA and aligned with our values, but is also making the biggest impact. Every organization we support is a registered 501c3 nonprofit that has been vetted by trusted third parties like CharityNavigator to be highly transparent and effective, using a minimum of 70% of donations towards programming rather than overhead (the gold standard). Got a nonprofit you want to see us support? Submit your favorites here.
How are Beam goals determined? What happens when a goal is reached?
It’s really important to us to be as transparent as possible with our MATEs about the direct impact they’re having when they choose to shop with us. These goals are supplied by our nonprofit partners as representations of what they could fund with donations of various sizes. When goals are reached, the progress bar resets and we begin to work towards that goal again!
What happens to the donation if I return something?
If an item is returned, the transaction gets recorded as cancelled and the donation will be excluded from the aggregate amount that is donated to the nonprofit at the end of the month.
How does your sizing run?
To find out how an item fits, consult our size guide and fit notes on all of our product pages. Most of our product has a relaxed fit, because who doesn’t love comfort? If you need additional help, please email us at care@matethelabel.com
Explain your price point?
At MATE, we believe that profit, values and sustainability can co-exist. We continue to strive to offer the most affordable price point possible, while maintaining a profitable business and without compromising our values. When you purchase from MATE, you are supporting a healthier and cleaner eco-system. Thank you!
How do I care for my garment?
Please reference our Materials page for care instructions per fabrication
What sizes do you offer?
We currently offer sizes XS - 3X.
Will you be offering more inclusive sizing in the future?
We are proud to now offer 1X-3X sizing in our some of our Essentials styles and colors.
Where is your product made?
All of our factories are located within 15 miles of our Headquarters in Los Angeles. Our main factory is only 4 miles away, which means we are able to check in on a weekly if not daily basis. We are proud to have a low carbon footprint
What is Organic Cotton?
Organic Cotton uses 87% less water than conventionally grown cotton and emits 45% less greenhouse gases. Conventional cotton is also notorious for using more pesticides than any other crop in the world. The use of these chemicals has led to the hospitalization of up to 1 million farmworkers every year. That’s some dirty talk we absolutely cannot get behind. By using Organic Cotton, we keep the people we work with and the products we sell safe. Better for your body and better for the earth.
What are low-impact dyes?
Low-impact dyes are known to be more eco-friendly as they do not use toxic chemicals. Also, they have a higher absorption rate, which means they require less water. Typical clothing manufacturing uses over 8,000 synthetic chemicals. Many of these chemicals are known to be carcinogenic and hazardous to our health. We believe that what you put on your skin matters.
Why do MATE colors sometimes appear differently across fabric types?
Ever had MATEs with the same name who looked different? It's normal! And it's the same with MATE styles because dye holds onto each fabric differently. Our fabrics have varying characteristics, like base color, content, weight & the way it's knit, so each absorbs dye in their own special way. If a fabric has a more natural-colored base vs a more pure white base, it’ll result in a different shade. Additionally, no fabric production run is exactly the same. Even slight variances between runs can cause the fabric to absorb dye differently and result in minor shade differences. Every fabrication requires a unique dye formulation to hit the same color tone, and even then, some variance is to be expected. For example, the Rose dye formula for Organic Terry differs from the makeup of the formula for Organic Stretch. To ensure that colors across dye batches are consistent, our factories make sure that the total weight of the batch as well as the ratio of dye to weight of garment is consistent. Water temperatures are kept consistent at 140-160F. To ensure no color discrepancy in your set, we recommend that you opt for purchasing a set in the same fabric. If you're ever unsure, email us at care@matethelabel.com and our team would be happy to answer any questions.
How often do you restock products?
We do our best to work with our factories to restock products as quickly as possible. We aim to keep our classic colors in-stock year round and new colors that we introduce each season are not guaranteed to be restocked. As a sustainable brand with a small team, we focus on quality over quantity — maintaining our ethical supply chain & clean material standards is our number one priority and we will never jeopardize these values to mass produce clothing fast. That’s something we are very proud of!
You can sign up to be the first to know when products are back in stock -- just select your size and color on a product page and enter your email address to join the waitlist. We’ll email you as soon as it is restocked!
How often do you send emails?
We get it, inboxes can be overwhelming. We do our best to keep our emails purposeful, but if they’re too much for you, you are able to unsubscribe from our emails at any time by clicking “unsubscribe” or by contacting us at care@matethelabel.com.
Do you have a Referral Program?
Yes! Give your MATEs $20 off their first order and get 200 Clean Points (worth $20). Sign up here.
Can I combine Promotion Codes?
Our system only accepts one promo code at a time, and promo codes can only be applied to full priced items. May the best code win…
What if my Promotion Code is expired?
Unfortunately, we can’t honor expired promotion codes, but for first access to any upcoming promotions, subscribe to our emails
I would love to promote your clothing, who do I contact?
Please email community@matethelabel.com with your instagram handle, location and why you are into sustainability. Please note that we will get back to you if it’s a good fit.
Do you have an ambassador program?
Yes! We're excited to have launched our Dress Clean Advocate Program and can't wait to meet you. Complete this brief survey to apply! Applications are accepted on a rolling basis and we’ll reach out if yours is accepted.
Do you offer a discount for essential workers?
We love our MATEs, especially all of you who devote your lives to building a brighter, healthier future for all of us. We've developed a discount program for teachers, first responders, & medical professionals like doctors, nurses, and hospital staff as our way of saying - Thank you! Send an email to care@matethelabel.com with subject line "Essential Worker Discount" and proof of eligibility attached. Please include name, email address, school email address (if applicable), organization name, & zip code.
Once verified by our team, you will receive a unique discount code valid for a one time use. This offer expires on December 31st, 2021 at 11:59pm PST.
OMG, do you private label?
Nope, sorry not at this time. If you’re interested in collaborating with MATE, please email community@matethelabel.com
Is MATE hiring?
Please check out our careers page for current listings. We’re always open to hearing from passionate and talented individuals. Email your resume and cover letter to careers@matethelabel.com. We’ll reach out if it’s a good fit.