We hope you are staying healthy and safe during this difficult time.
Our hearts go out to all those impacted by COVID-19— not only those diagnosed with the virus, but also those whose jobs, schools, and livelihoods have been impacted. Our focus is, as always, the health and safety of our employees, customers, and communities.
In that vein, we are taking two key steps to continue bringing you joy while maintaining everybody’s safety and wellbeing.
Our next steps:
- Return periods have been extended to 10 days for all boxes currently with customers as of this post (3/25/2020).
- We are offering all customers a free one-time at-home pickup for their box. This should be especially helpful if you live in a place that has shelter in place or lockdown requirements. To arrange at-home pickup for your box please follow these instructions.
Having noted the above, we are operating as usual with the exception of certain shipping and processing delays.
Is Material World still operating?
Yes, we are following all government guidelines and are open for business. Our team is working such that there is no core disruption to the Material Box service. Naturally, any issues that impact our operations will be communicated as soon as we know them via email, our FAQ and here.
Are you still accepting trade-ins?
Yes. We’ve seen many customers reach out to get cash for trade-ins at this time. Please keep in mind that it typically takes 10-15 business days from receipt of your package for our expert merchandising team to review and price your items.
How will at-home pickup work for my box return?
To arrange at-home pickup for your box please follow these instructions. You can leave the package outside of your home in advance so that you have no contact with the pickup person (just leave the package clearly marked).
Will I need to pay for at-home pickup?
We are currently offering this as a one-time service for all customers and will cover the cost of pickup for all first attempts. If a first pickup is attempted but fails we will charge $8 for subsequent attempts in order to help cover the costs of the service.
I no longer have access to my delivery address. Can you send my box to a different address?
If your package has not yet shipped, we can update the shipping address for your account. Please reach out to email@example.com.
If your package was already shipped and if you cannot access your box, please click here to let us know and share more information.
I can’t leave my home for reasons other than a shelter in place order or a lockdown.
The one-time offer of at home pickup is available to all our customers, not just those in shelter in place areas.
I need more time to return my box.
Return periods have been extended to 10 days for all boxes currently with customers as of this writing (3/25/2020). If you need more than 10 days for your return you can reach out to firstname.lastname@example.org for assistance. We’ll be able to address your request faster if you reach out from the email address associated with your account or include your account’s email address in the body of the email.
Can I skip receiving my box this month?
Sure. If your box hasn’t been sent yet, you can pause your box subscription by accessing the “Material Box” tab at https://www.materialworld.co/settings/account/. Otherwise please contact customer support at email@example.com.
We are continuing to monitor the evolving Covid-19 situation and will update you with additional information as needed. Thank you for continuing to use Material World!