Cable Matters Frequently Asked Questions

No. To avoid unnecessary miscommunication, discrepancy and/or likely delay, Cable Matters does not accept email or phone orders, please place order through our secured online shopping system.

Is shopping on your website secure?

Yes, Security is a top priority at Cable Matters. We deploy both the most advanced encryption SSL software provided by Geotrust and the industry leading anti-hack safety scan system provided by TrustedSite.

Why is the current price higher than before?

Prices change depending on many factors. Unfortunately, we do not currently offer price matching.

Do you accept wholesale or OEM orders?

Yes, we accept wholesale or OEM orders. Please contact our wholesale department at wholesale@cablematters.com.

How do I contact Cable Matters?

Please follow this link to contact us.

Why is there a warning (Cancer and Reproductive Harm -www.P65Warnings.ca.gov) on my product?

Please follow this link to learn about Proposition 65 and how it applies to our products.

Payment

What type of payment does Cable Matters accept?

We accept Visa, MasterCard, American Express, Discover, and PayPal.

Can I mail in a check or money order?

No, we do not accept checks or money order.

What is my credit card ID or CVV2 Code?

For Visa, Master, and Discover, it is located on the back of your credit card, it is the last 3 digits. For American Express, it located on the front, it is the 4 digits number above your credit card number.

What will happen if my credit card is declined?

Your order will not go through. Please use another payment method to place order again.

Do I need to pay sales tax?

We collect sales tax in all states according to the individual state tax law. For government agency or reseller, please submit your Tax exempt number or the re-seller permit with order number by fax. For Alabama customers, we collect the simplified sellers use tax on this transaction(s) delivered into Alabama and the tax will be remitted on the customer’s behalf to the Alabama Department of Revenue. Cable Matters Inc’s program account number is SSU-R010116423.

Shipping

When do you ship out my order?

We try our best to ship out the order within 1-2 business days after the order was received. For orders which incurs credit payment review, it may take longer to ship our your order. We will contact you regarding your payment.

Where is my order shipped from?

All orders are shipping from Cable Matters' warehouse in Massachusetts, USA.

Do you ship orders to my country?

We currently only ship orders to the United States on cablematters.com. However, we sell our products on Amazon in many countries. Please follow the link to shop on our Amazon stores in: Canada, Mexico, UK, France, Germany, Italy, Spain, the Netherlands, Sweden, Poland, Australia, Japan.

What are available shipping options ?

We ship your order according to your chosen shipping method. Currently the following shipping methods are available for choosing from USPS and UPS.
USPS: First-Class Mail (for package less than 13 Oz), Parcel Post, Priority Mail, Express Mail
UPS: Ground, 3-Day Select, 2nd Day Air, Next Day Air

Do you provide free shipping?

No, we do not provide free shipping. We honestly charge the actual shipping cost for your entire order according to real-time USPS and UPS shipping charge calculations.

Do you require the shipping address to be the same as billing address?

Yes.

Can l request shipping option such as signature requirement, Saturday delivery or other shipping methods not offered at checkout?

Those requests can not be fulfilled at this time.

Can I use my own UPS account to pay for the shipping charge?

No, we do not accept your own UPS account.

How do I know if my order has shipped?

You will receive a shipment confirmation email from us once you order is shipped.

How long does it normally take to receive my order?

Here are the delivery days for different shipping options.
USPS, First-Class Mail (for package less than 13 Oz): 3-4 business days, Parcel Post: 7-14 business days, Priority Mail: 2-3 days, Express Mail: 1 day (for some zip codes, it can take 2 days).
UPS, Ground: 1-5 business days, 3-Day Select: 3 business days, 2nd Day Air: 2 business days, Next Day Air: 1 business day.
Also please add 1 business day for processing your order for delivery on top of carrier delivery time. Note that this is just a guidance from carrier. Cable Matters does not guarantee carrier's delivery time.

Order status

How do I check my order status?

Clicking on the Order Status button on the upper right hand corner of the website, and then enter your email address and password to Sign in. Then you can view your order status. Once the order has been shipped, and tracking information is available, it will be updated on order status page.

Can I change my order?

We do not allow the order to be modified once it is placed.

Can I cancel my order?

Please follow this link to contact us in order to cancel your order. Once the order has been processed for shipping, it can no longer be cancelled. Note that Cable Matters support can't modify the order for you. Your order has to be cancelled in its entirety.

Why was my order cancelled?

The product was in stock when you placed the order. However in some rare situations, we can't locate the products to fulfill your order by the time we process your order for shipping. When this happens, we will contact you regarding the order cancellation.

Return and Refund

Does Cable Matters allow orders to be returned?

Yes, all returns must be authorized by Cable Matters within 30 days of the invoice date. You may ask for a refund or an exchange for the same item (the item was damaged upon arrival). We do not exchange your return with any different item.

How long does it take to process my return for an exchange or refund?

We will process exchange or refund within 5 business days after we received your returned products. For RMA processing status, please contact support@cablematters.com.

Who pays for the returned shipping costs?

Customer will pay for the returned shipping costs.

Is there a restocking fee for my return?

There is no restocking fee for cable and non-electronic products. However, a 15% restocking fee will be applied to all returns for a refund if the electronic products are returned.

What about shipping cost I paid for the order?

Shipping cost is not refundable.

Is an authorization number (RMA) required before I can return ordered products?

Yes, RMA number is required.

What is the RMA Process?

Please refer to 'Returns procedure' in our return policy here for details.

Does Cable Matters offer a warranty on their products?

Cable Matters offers lifetime technical support as an integral part of our commitment to provide industry-leading solutions. Email us with any questions at support@cablematters.com. Our products are also backed by a limited one-year warranty or lifetime warranty, depending on the product. Warranty information can generally be found in the user manual included in the packaging. Cable Matters warrants its products against defects in materials and workmanship for the periods noted, following the initial date of purchase. During this period, the products may be returned for repair or replaced with equivalent products at our discretion. The warranty covers parts and labor costs only. Cable Matters does not warrant its products from defects or damages arising from misuse, abuse, alteration, or normal wear and tear.