Frequently Asked Questions

Information About Shipping

In the epidemic conditions we are in, the increase in online orders causes density in the warehouses and branches of shipping companies. For this reason, daily orders from our logistics solution partner OPLOG have been temporarily placed by UPS Cargo and other shipping companies.

These developments cause delays in the delivery of our orders.

We continue our efforts to improve the current situation as soon as possible and complete our shipping processes with alternative shipping companies.

Thank you for your understanding in this process.


Where can I contact for support?

You can reach us by sending an e-mail to hello@mataramasu.co between 09:30 - 18:00 on weekdays.


I forgot my password, what can I do?

Click on the "I forgot my password" link in the member login step and enter your e-mail address that you used while registering, and an e-mail will be sent to the e-mail address you specified in a short time.


ORDERS


Where can I find information about my order?

You can check your order with the updates sent to the e-mail address you used while ordering and the cargo tracking code.


What are the payment options?

All credit and debit cards are valid at SuCo, you can make your payments through Iyzico Secure Payment.


When will my order be given to shipping?

Your order will be shipped within 3 days. Thank you for your understanding of possible delays in the delivery of your orders due to the epidemic we are in!


How long does shipping take?

During the pandemic period, the order delivery time varies between 14 - 21 business days. Due to the quotas brought to the shipping companies, the orders will be delivered to the shipping company that will provide the earliest delivery. The delivery time may be delayed in line with the region sent, the density of the shipping company, the country's agenda, the campaign period and official holidays.


Can I change the order I placed?

If the products belonging to your order have not been delivered to the cargo, you can contact us at hello@mataramasu.co with your order number starting with # and change your order.


Can I cancel the order I placed?

If the products of your order have not been delivered to the cargo, you can contact us at hello@mataramasu.co and cancel your order. For orders placed by cargo, you must follow the return and exchange process.


What should I pay attention to when receiving my order?

You need to open and check the package you received in front of the cargo authority. If there is any damage to the product, do not take delivery of the product by keeping a report to the cargo company. Do not forget that after the delivery of the product, you have accepted that the cargo company fully fulfills its duty.


Do you gift wrap?

We do not have a gift package option for orders.

I will send my order as a gift, what can I do with the invoice?

Your invoices are sent as e-invoices to the e-mail address created in the order.


SHIPPING


How do I track my order?

The tracking code of your order will be sent by e-mail and SMS. With the tracking code, you can check your order on https://www.ups.com/tr or the site of the other shared shipping company.

Tracking number; it will be active when the shipment is processed by the shipping company and the barcode created is read.


What can I do for orders that are late or not arriving?


You can send an e-mail to hello@mataramasu.co with your order number starting with # for your orders over the delivery date. You can access detailed information and cancel your order or request a redirection.

What is the shipping fee?

Our shipping fee is set at 10 ₺. You can find information on periodic shipping free campaigns on our website.


REFUND and EXCHANGE


Can I change or return an item I ordered?

You can return or replace unopened, unused and undamaged products within 14 days. Within the scope of the 1-year warranty, there is no free replacement for products that have been changed once.


Shipping fee for product return and replacement belongs to whom?

For the products to be exchanged, the shipping cost belongs to the CUSTOMER. For the return process, you can send the products you have purchased free of charge within 14 days after receiving them via UPS Cargo. Fees for shipments made with companies other than UPS Cargo belong to the CUSTOMER. When returning, do not forget to fill in the form and include a note that includes your order number starting with #.


Open and check the packages that you think are damaged during shipment in front of the company representative from whom you received them. If there is any damage to the product, do not take delivery of the product by keeping a report to the cargo company. Do not forget that after the delivery of the product, you have accepted that the cargo company fully fulfills its duty.


In cases where any opening, deterioration, breakage, destruction, tearing, use and other situations are detected in the product and its packaging, and if the product cannot be returned in the state it was delivered to the customer, the product will not be refunded and the price will not be refunded.


Company Code and Cargo Information (UPS Cargo)

Receiver: OPLOG

UPS Firm Code: 6A4196

Payment method: Consignee Payment

Address: Mermerciler San. Sit. Yapı Koop. 37.Cad. NO:3 Köseler Köyü / Dilovası / Kocaeli

Telephone number for Courier Request: 0850 255 00 66


PRODUCTS


Is SuCo original product?

Yes! Suco, since 2015, our company's design and product development are produced in Korozo Packaging trails in Turkey and utility model is a product belonging to our company.


Do your products have a warranty?

Warranty period for SuCos is 1 year. In case of problems with products covered by the warranty period, you can contact us at hello@mataramasu.co to request a examination. In order to initiate the examination process, the order number starting with # must be included in the mail. Requests made on products without an invoice / order number will not be taken into consideration.


SuCo is healthy but according to whom?

SuCo has been produced in KorozoAmbalaj Sanayi ve Ticaret A.Ş in accordance with the European Union and Commission regulations (EC 1935/2004, EU 10/2011, EC 2023/2006 and EC 1895/2005) and the American Food and Drug Administration ( FDA Section 21 CFR) norms.


What is SuCo's material structure?

SuCo consists of PE (Polyethylene), OPA (Oriented Polyamide) and PET materials from the inside out. Water does not contact PET. SuCo's healthy structure comes from its material properties. BPA, aldehyde and GMO, heavy metal waste, lead free.


How much water does SuCo take?

It takes about 600 ml of water. When you open the lid of the product for the first time, do not forget to blow into it once and open its bellows.


Can I put a hot liquid in SuCo?

You can put water in SuCo as the temperature does not exceed 30 - 40 degrees.


Can SuCo be recycled?

The answer to this question changes to YES in our next production. Until then, our answer is; SuCo can be recycled, but unfortunately not in Turkey. For this reason, we share DIY (do it yourself) projects that will enable SuCo's to continue their lives through our social media accounts. We collect it with SuCos that have a defect that cannot be delivered to the end consumer or are out of use, and send them to those in need who have access to water in different projects but do not have equipment that can consume water.


How long can I use SuCo?

You can use SuCo for a minimum of 1 year after opening the cover. After 1 year, SuCo’s are still available, expiration time depends on consumer habits and usage.


Can I use SuCo right away? Do I need to clean it before use?

SuCo is produced in a sterile environment and its locked cover is opened by the end user. We recommend that you rinse with water and use after opening the lid.


How can I clean my SuCo?

Since water is a living microorganism and produces bacteria, we recommend that SuCo clean with water and vinegar every other day. You can clean SuCo by filling it with water, adding a drop of vinegar, rinsing, then rinsing it through water and letting it dry inside and out in an upside down way.


Can I freeze SuCo?

You can freeze SuCo. It should not be full to the brim to avoid damage only when it is frozen.


How durable is SuCo? Does it explode? Can be rend?

SuCo's durability tests are done before ex-factory. High force must be applied to explode SuCo. SuCo is not punctured or rend unless it tries to puncture it with a piercing tool. However, when it is dropped on a floor by the user, the impact it will receive in line with the ground condition differs, our company is not responsible for the damage caused by the fall.