FAQ

Frequently Asked Questions

At M.A.T. Suppliers, we aim to make your experience as smooth as possible. This section contains answers to some of the most common questions we receive from our valued customers. If you don't find the information you're looking for, please don't hesitate to contact our dedicated customer support team. Your satisfaction is our priority.

 

General Questions

1. How can I get in touch with MAT Suppliers' customer support?

  • You can find our contact option at the bottom of our website under the "Customer Service" heading, or simply click here.

2. Why does my order show taxes from a nearby area?

  • Taxes are levied based on location and will be added if the order is shipped from within the same state that the order was placed.

3. Can I make changes to my order after placing it?

  • If changes to your order are necessary, you must contact customer support ASAP at 1-800-XXX-XXXX. Once the order is shipped, all details are final.

4. Can I cancel all or part of my order?

  • Yes, you can request the cancellation of an item or an entire order, but it must be requested as soon as possible, and we cannot guarantee that the cancellation will be successful. Please contact customer support ASAP.

5. Do you offer bulk order discounts or reseller programs for businesses/organizations?

  • At this time, we do not have a resale or bulk order program in place, but feel free to check back for updates and further information.

6. I don’t like shopping online, do you have a retail store? Where can I find your products?

  • We only sell our products online. This is because we strive to provide our customers with as much value as possible, and operating online allows us to sell our items at lower costs compared to a traditional retailer.

7. Who are the authorized retailers of your products?

  • Our products' authorized retailers include Vivehealth.com, Amazon.com (Vive Health Direct), and eBay.com (HealthSourceUSA). We limit our retailers to ensure quality and customer satisfaction.

8. How do I set up an account?

  • In the top right-hand corner of our website, there is a button called "Create Account." Simply click to sign up. Or click here.

9. How do I change the password for my account?

  • You can contact us at MAT Suppliers by phone or email with your account email address. We will then send a password reset link to your email.

10. How do I unsubscribe from emails?

  • An Unsubscribe link appears at the bottom of each email. Simply click the link to unsubscribe and stop receiving all future emails.

11. How do I apply a coupon code?

  • Coupon codes can be applied to orders at checkout in the provided field below your order details.

 

Payments

1. What payment methods are accepted at MAT Suppliers?

  • We accept VISA, Mastercard, American Express, and (for online orders only) PayPal. Unfortunately, we are unable to accept HSA cards or other forms of insurance payment. Please note that we do not accept checks, eChecks, or money orders.

2. Do you accept Medicare or Medicaid payments?

No, we do not accept payments through Medicare or Medicaid.
3. Can I submit an insurance claim for reimbursement of my purchase?

Yes, you can, but this process is managed by a third-party and is unrelated to MAT Suppliers. For more information, please click here.
4. Are there financing options available for purchases at MAT Suppliers?

Yes, we offer financing options through PayPal. Eligible items for financing will have this option available on the product page.

Orders

1. Can I place orders over the phone at MAT Suppliers?

Absolutely, we are here to assist you. You can place orders over the phone by calling us at 1-800-487-3808.
2. Is it possible to submit a purchase order (PO) to make a purchase?

If a purchase order is required, we can assist you in creating it. Please contact our customer service team to have an order built and sent to you for completion and payment.
3. Do I need to have a PayPal account to make a purchase at MAT Suppliers?

No, you don't need a PayPal account. You can make a purchase with a valid credit card, even if you don't have a PayPal account.
4. Should I keep my order number?

Yes, please keep your order number. It serves as your receipt and is essential for our customer service team to assist with any issues that may arise.
5. How can I track my order at MAT Suppliers?

After making a purchase, you will receive an order confirmation with all the necessary tracking information. You can track your package by visiting the sender's website and using the provided tracking number.

Guarantees

1. Do you provide any guarantees on your products? How can I find information about them?

Yes, all our products come with one of our four comprehensive warranties. You can find detailed warranty information here.
2. I received a MAT Suppliers product as a gift. Is it still covered by a guarantee?

Yes, products received as gifts are eligible for guarantee coverage. Guarantees apply to purchases from authorized sellers, and registrations must be properly submitted for the guarantee to be valid.
3. How can I register my MAT Suppliers product for warranty coverage?

Registering your product is simple. Visit our product registration page by clicking the green check at the top of our website. Fill out the required fields and click submit to complete the registration process.
4. Will the warranty be valid if I purchased a MAT Suppliers product through an unauthorized retailer?

To ensure the validity of your warranty, it's essential to make a purchase from one of our authorized retailers: Vivehealth.com, Amazon.com (Vive Health Direct), or eBay.com (HealthSourceUSA). This allows us to provide you with the best experience as we cannot verify the authenticity of products purchased from unauthorized retailers.

Shipping

1. How will my order be shipped to me?

Our orders are typically shipped via UPS, but exceptions may occur depending on your location.
2. What are the different shipping methods you offer, and what are their costs?

We offer FREE standard shipping on orders over $39. You also have the option to choose 2-Day shipping for an additional cost. For more information, please refer to our comprehensive shipping and return policy for details.
3. How long does it take to ship my item after I place an order?

All MAT Suppliers brand items are usually shipped within 24 hours of placing an order. Third-party purchased items may take longer to ship, depending on customizations and options selected at checkout.
4. Why don't you ship to my country or state?

Our distribution network is currently limited, which affects our sales territory. However, we are actively working to expand our coverage and make our products available in more locations.
5. Can I have items shipped to a P.O. box?

Unfortunately, we are unable to ship items to P.O. boxes.
6. I ordered multiple items, but only one arrived in the box. Where are the rest of my items?

Some orders may ship different items from various warehouses based on quantity and distance. If tracking information on your order is missing, please contact our Customer Service team with your order number, and they will provide tracking information if available.
7. What should I do if my order gets lost in the mail?

The responsibility for lost shipments is with the parcel carrier as soon as the order is turned over to them for shipment. If you encounter a lost shipment, please contact the carrier directly for assistance.

Returns

1. How can I initiate a return?

To start a return, please get in touch with us via phone or email, providing your order number. Our dedicated agent will guide you through the return process. All 3rd party products require Return Authorization. You can find more details in our Return Policy.
2. Are there any fees for returning my order?

Returns are free for all MAT Suppliers brand products that are covered by our product guarantee. However, certain third-party items may incur a return fee. Please review our detailed return policy here, or feel free to contact our customer support for further assistance at 1-800-487-3808 or service@matsuppliers.com.
3. Can I send an item in for repairs?

Currently, we do not offer repair or modification services for products.
4. What is your return policy?

We accept returns on all products within the warranty period. For comprehensive information on our return policy, please refer to our Return Policy.
5. How do I determine the correct size for my purchase?

Each product listing page includes a sizing chart, where applicable.
6. What should I do if I ordered the wrong size?

If you find the size or fit of your product unsatisfactory, we'll be happy to replace it with the size that suits you best.

Service Requests

1. Do you provide service contracts for purchased items?

Yes, we offer a 1-year service contract with the purchase of all third-party mobility scooters. However, please note that we do not provide service contracts for Vive Health brand products.
2. How can I activate my service contract?

Your service contract becomes active on the date of purchase. If you need to utilize your service contract agreement, please reach out to our customer support team at 1-800-487-3808 or service@matsuppliers.com.
3. What is covered by my free 1-year service contract?

The manufacturer will assess whether the unit or component can be repaired or if it needs to be replaced during an examination by an authorized technician. The service contract includes a product replacement, if required, and is limited to a single occurrence.
Please tailor these answers according to your specific service contract policies.