Where is my order?

If you have read and have not found a solution in our knowledge base, kindly submit a ticket.

To track your package easily, click here and use your order number to access your order details. This will allow you to monitor its progress at every stage. Please note that if your order contains multiple or large items, they may be shipped separately and have different tracking numbers.


Your tracking number may display one of the following updates for up to 48 hours after the shipment is sent: "Label Created," "Pending," "Shipping Information Received," or "Shipping Information Created." These updates do not always indicate that your item is not in transit. It could simply mean that the item has not yet been scanned at the next delivery hub.


After some time, you may see the following tracking status for your order:

  • In transit: The package is currently on its way to its destination.

  • Delivered: The courier confirmed delivery of the package.

  • Return to Sender: The package was returned to us due to the following reasons: incorrect address, recipient unavailable, or shipment error.

  • Delivery Failed: The courier attempted to deliver the package but was unsuccessful.

We aim to deliver your order promptly, but delivery times may vary depending on your location. If you encounter any problems, such as RTS (Return to Sender) or failed delivery, or if your package is not received even after being marked as delivered by the courier, please contact support@get-matsato.com.


If you have any further questions or concerns, please don't hesitate to reach out. We are here to assist you.

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