Product Information
How do I care for my items?
To ensure the longevity of any printed garments, it is recommended to turn the garment inside out before machine washing on a cold cycle. For drying, use a low-tumble dry setting or opt for hang drying to prevent any shrinkage. Please email support@downrightmerch.com for any specific questions regarding garment information or care.
How do I know my size?
We strive to provide size charts for every product or size recommendations in the product description. If you require more information than we provide about any products, please email support@downrightmerch.com
Order Information
When will I be charged for my order?
All orders will be charged at the time of purchase. Our merch partner is “Down Right Merch” and this will be the name that will appear on your bank statement for items purchased on the Matty Matheson webstore.
Can I cancel or modify my order?
Unfortunately we cannot cancel or modify an order once it has been placed. If you have made a mistake or would like to edit your order, please refer to our Return Policy and email support@downrightmerch.com
Shipping policy
Where do you ship?
We offer both domestic and international shipping to select countries. If your country is not listed as a shipping destination, please email support@downrightmerch.com. We will do our best to find a solution for you.
How much does shipping cost?
Shipping rates are calculated automatically at checkout and based on the size of the order and final destination. All orders include a tracking number and insurance if selected. Duties or additional courier charges may occur on international orders and are the financial responsibility of the receiver. Undeliverable or unclaimed packages are not eligible for reshipment or refund and are the responsibility of the courier and not that of Down Right Merch or Matty Matheson.
When can I expect my order to arrive?
Our team processes orders Monday-Friday, excluding holidays. We strive to ship every order within 3-7 business days. Any delay beyond this standard is communicated to the customer. Delivery times are subject to the carrier selected at checkout. Please note that pre-order items will have their own unique shipping time frame and may delay the entire order as we do not split shipments.
How do I track my order?
When your order is processed, a confirmation email will be sent to you. This email will include a tracking number and a link to the carrier's website, where you can view the full tracking details. Please note that some couriers may have a delay of up to 48 hours in their tracking information.
Once the order has left our facility it is the responsibility of the selected courier. Down Right Merch may help facilitate investigations into issues with delivery, however any unresolved delivery issues are between the courier and the recipient.
Items in my order arrived damaged/defective, what do I do?
If you are unsatisfied with the way your item has arrived please document the issue and contact our merch partner within 30 days of delivery at support@downrightmerch.com. Down Right Merch may help facilitate investigations into issues with delivery, however any unresolved delivery issues are between the courier and the recipient.
My order was lost/stolen/hasn’t arrived?
If you have not received your package after 3 days of your expected delivery date please email support@downrightmerch.com to investigate. Please note that once the order has left our facility it is the responsibility of the selected courier. Down Right Merch may help facilitate investigations into issues with delivery, however any unresolved delivery issues are between the courier and the recipient.
Returns and Exchanges
What is your return/exchange policy?
If you've changed your mind or are unhappy with your order for any reason, email support@downrightmerch.com within 30 days of delivery to process a return on regular priced, unworn items. Items must be in new condition with tags attached to be eligible. Shipping fees are non-refundable and all items are subject to a $3 USD restocking fee. Please note that Down Right Merch reserves the right to deny an exchange or return for any reason.
What items are final sale?
Gift cards and any sale items are final sale. Items purchased with a discount code greater than 10% off are subject to being a final sale. Please email support@downrightmerch.com before making a purchase if you may need to make a return while using a coupon code.
What is the online return process?
To initiate a return, please email support@downrightmerch.com with your order number and reason for return, all requests must be reviewed to verify that your order meets our return policy.
Return shipping is the financial responsibility of the customer. Down Right Merch are not liable for any lost packages or damage during return shipping. Please identify the package as "Returned Goods", as Down Right Merch will not be liable for any customs or duties fees on goods being returned, nor will you be refunded for any duties incurred. If we do incur duty charges on returned merchandise, this amount will be deducted from the refund total. Please do not purchase a label before your return request has been approved.
Where do I ship my items once a return or exchange has been authorized?
Please include your return authorization and any exchange requests with your shipment to:
Down Right Merchandise
ATTN: Returns / Exchanges on Matty Matheson
55 Chase St.
Floor 3
Methuen, MA 01844
Can I return or exchange items purchased on sale or that have been discounted?
All sale items are final sale. Items purchased with a discount code greater than 10% off are subject to being a final sale. Please email us before making a purchase if you may need to make a return while using a coupon code.
Can I return or exchange items purchased at a pop-up or special event?
This website can only facilitate returns or exchanges purchased on this specific site and is not affiliated with items purchased elsewhere. A valid order number is required to pursue an online exchange or return. Similar items purchased at events or pop-ups are final sale unless noted otherwise.