Common Questions

Where can I order through Mate?

You can order Mate products through any of the following channels: Customer Service Department, Domestic Sales Engineers, Subsidiaries and International Dealers. Some of Mate's products are also available through their online store at www.mate.com. To contact Mate's Customer Service Department via telephone call 763-421-0230 or 800-328-4492. You may also contact Customer Service at weborders@matept.com.[top]

Can I order without a credit card?

Currently all online orders are processed using a credit card. If you would like to place an order using a purchase order, cash, check, or money order please contact Mate directly at 763-421-0285 or 800-328-4492.[top]

What address should I enter in the form?

For credit card verification, you must enter the address exactly as it appears on your credit card statement.[top]

How do I enter a shipping address?

The order form will give you an option to check if you want to use a separate shipping address from your billing address. Simply check the box next to the statement "Use separate shipping address." You will then have the opportunity to enter your shipping address on the next screen, below the billing address. [top]

Should I put spaces or dashes in the card number?

Your card number can be entered in as a continuous string of numbers.[top]

I keep getting an error message, what is the cause?

The reasons for a failed credit card transaction are many. Your card may have expired or reached its limit. A credit card machine either on our end or your bank's end may have encountered a machine error. If you do have problems, you can call Customer Service at 800-328-4492 and provide them with any message numbers you may have gotten and the order number from the Shopping Cart.[top]

How do I cancel an order?

Once the submit button has been clicked and the order is complete it cannot be cancelled on-line. However, depending upon the status of the order, you may be able to cancel the order by contacting Mate Customer Service directly at weborders@matept.com, or by calling 800-328-4492. If you have not submitted the order you can click on the continue shopping button or the empty cart button.[top]

What is the return policy?

Please contact your Mate Sales Engineer or Mate Customer Service directly if you would like to make a return. You can contact Customer Service at weborders@matept.com, or call 800-328-4492.[top]

The web site tells me I already have a completed order. How do I start a new order?

To begin a brand new order and dispose of your previous shopping cart, click the Store Entrance link, which is usually at the top of the page once you have entered the store.[top]

Is my order secure?

If you are using Internet Explorer 4.5 and above, Netscape Navigator 4.0 and above or AOL 5.0 and above you are able to place secure orders. Make sure you have all the security features turned on in the preferences for your browser.[top]

Do I need to place a phone order if I want a shipment?

No, some product displayed online is available online. For product not available on-line please contact Mate directly at weborders@matept.com or by calling 800-328-4492. [top]

When will I receive my package?

This depends on the method of shipment and availability of the product. If you choose Federal Express Next Day Air, the product is in stock and the order is completed before 3 p.m. Central Time, you will receive the shipment within the next two business days. Depending on your geographic location, please allow seven to ten business days for UPS ground shipments.[top]

How do I track my shipment?

With your order number and customer number, you can find out the status of your shipment by calling Customer Service at 800-328-4492. If you've just completed the order in the past few hours, this information may not yet be available.[top]

Why am I not told what my tax and freight charges are prior to shipment?

Due to the nature of Mate's products, the weight and number of packages to be shipped cannot be determined until the time of shipping. To be sure customers are charged fairly, all freight and tax charges are determined at time of shipment.[top]

Can I view the status of orders that have bee placed over the phone with a Mate customer service representative?

Currently, the status of orders that have been placed over the phone cannot be viewed on line.[top]

Product and Technical Questions?

Please contact techhelp@matept.com for technical or product questions.[top]

Why do I need to accept cookies?

Cookies are placed on your browser for your convenience, and our commerce system is cookie dependent. When you place an order, that information is written onto your hard drive. The next time you place an order, the system recognizes you and automatically enters your information into the form.[top]

Are cookies a security risk?

No. Because cookies read information on your hard drive, some think this means they give access to all the information on your computer. Our commerce system encrypts all cookies and they cannot be read by any other web page. The cookie actually contains no personal information, just a unique identifier for our system to recognize this browser.[top]

How do I set up my browser to accept cookies?

If you're using Internet Explorer, go to the View menu and select Internet Options. Within the Internet Options window, select the Advanced tab at the top right, scroll down until you see a selection titled "Cookies" and make sure the "Always accept cookies" box is checked.

If you're using Netscape Navigator, go to the Options menu and select Network Preferences. Within the Network Preferences window, select the Protocols tab. There is a heading titled "Show an Alert Before" and a check box next to a selection titled "Accepting a Cookie." If this is not checked, you will automatically accept cookies without being warned by your browser.[top]