Terms & Conditions
Customer Care
Effective date: September 9, 2026
MATE products are intended only for adults age 18 or older. By placing an order, you confirm that you are legally able to purchase and possess the product in your location and that the billing and shipping information you provide is accurate.
Orders are subject to acceptance, availability, payment authorization, and fraud review. Prices are shown in U.S. dollars. Applicable taxes and other charges are shown or disclosed before purchase where required by law.
Materials and customization. MATE companion robot bodies are made from silicone. Most models are customized or made to order. Confirm your selected configuration and estimated production time before ordering. Handmade details, color, texture, and measurements may vary slightly from photographs. Changes after production begins may not be possible; any additional charge requires your agreement.
Optional AI upgrade. Every MATE companion robot model can be ordered with an optional AI voice upgrade. AI is not included in the base price unless the product listing or order confirmation expressly says it is included. AI voice requires an internet connection. Audio recordings and conversation text are not stored or used to train AI models. See Privacy & Safety below.
AI responses are computer generated and may be inaccurate. AI features are for personal companionship and are not medical, mental-health, legal, or emergency services.
Delivery dates are estimates. Please review Shipping & Returns before ordering. Questions: tongjengllc@gmail.com or 626-418-8388.
Privacy & Safety
Information we collect. We may collect contact details, account and order information, payment and transaction records, shipping details, customer-service messages, device and network information, browsing activity, cookie data, and product preferences.
AI voice and conversation privacy. AI voice features require an internet connection. Voice input and conversation text are processed to provide responses during use. Audio recordings and conversation text are not stored and are not used to train AI models. These commitments apply to AI conversations; order records and messages you send to customer support are handled separately as described below.
How we use information. We use order, account, and website information to process payments and orders, arrange discreet delivery and support, prevent fraud, operate the website, communicate about orders, and comply with law. AI conversation content is processed to provide the requested conversation, not for model training.
Service providers. We use providers such as Wix, payment processors, carriers, hosting, security, customer-support, and AI technology providers as needed to deliver our services. AI processing requires transmission over the internet; the no-storage and no-training commitments above apply to AI conversation content. Payment providers process card details; MATE does not store complete card numbers.
Sensitive information. Product preferences and conversations may be sensitive. Avoid submitting unnecessary personal information or another person’s private information without permission.
Cookies and tracking. The site and its providers may use essential, preference, analytics, security, and advertising technologies. Browser settings can limit cookies, although some features may stop working. MATE does not knowingly sell personal information for money. If our use of advertising technology constitutes “sharing” under California law, eligible California residents may request to opt out by contacting us.
Retention and security. We retain non-conversation records only as reasonably needed for orders, support, fraud prevention, legal obligations, and dispute resolution. This does not mean that AI audio recordings or conversation text are retained. We use reasonable safeguards to protect personal information, but no internet transmission or storage system is completely secure.
California privacy rights. Subject to applicable law, California residents may request access, correction, deletion, information about collection and disclosure, opt out of sale or sharing, or limit certain uses of sensitive personal information. We do not discriminate for exercising privacy rights. Email tongjengllc@gmail.com or call 626-418-8388 with “California Privacy Request.” Identity verification may be required for access, correction, or deletion requests, but not for requests to opt out of sale or sharing. Authorized agents may submit requests as permitted by law.
Children and updates. This site is for adults 18 and older. We do not knowingly collect personal information from minors through adult-product services. Updates will be reflected in the effective date on this page.
Returns, Cancellations & Warranty
Pre-shipment and delivery inspection. Video inspection is available before shipment. Please unpack and inspect your order promptly after delivery. If you notice shipping damage, contact us as soon as possible, preferably on the day of delivery, with your order number and photographs of the product and packaging where available. Keep the packaging while we investigate. Delayed reporting may make a shipping claim harder to investigate, but does not automatically remove your warranty or statutory rights. An unboxing video is helpful but is not required for a valid statutory claim.
Seven-day returns and exchanges. You may request a change-of-mind return or exchange within seven calendar days after delivery, including for made-to-order products, provided the product has not been used or washed and is undamaged, unstained, and in a condition suitable for resale. Contact us for return instructions before shipping it back. Customers pay the outbound and return shipping costs for change-of-mind returns or exchanges; we will explain the applicable costs before you return the product.
Return inspection and refunds. We inspect returned products against the conditions above. If a change-of-mind return does not qualify, we will explain the reason and contact you about next steps and any return-shipping charge before sending it back. Eligible returns are refunded to the original payment method, less applicable shipping costs disclosed above. We will confirm the refund amount and expected processing time. These unused-condition restrictions do not exclude remedies for defective, damaged, incorrect, or materially misdescribed goods.
Six-month repair warranty. For six months from delivery, manufacturing defects and functional faults arising during normal use qualify for free repair, including the parts and labor needed for the covered repair. Contact MATE to arrange assessment and after-sales technician support. If repair is not possible, we will explain the available replacement or refund remedies as required by applicable law. Damage caused by misuse, accidents, or improper handling is chargeable; we will explain our assessment and obtain your agreement to a quotation before carrying out paid work.
External electronic accessories. Within one month after delivery, an external electronic accessory that fails due to a quality defect during normal use qualifies for one free replacement. This replacement benefit does not shorten the six-month repair warranty or any applicable implied warranty or statutory remedy. After the one-month replacement period, paid replacement accessories are available when the issue is not covered by warranty or applicable law.
Repair and shipping costs. We will provide shipping instructions and explain responsibility for any costs before you send an item. Customers are responsible for agreed repair and shipping costs for damage they caused or other non-covered work. We will not charge customers costs that applicable law requires MATE to bear for a covered defect, incorrect item, or shipping damage. Contact us before arranging a shipment.
Cancellation requests. Email us promptly with your order number. We will confirm whether production or dispatch has begun and explain available options. No automatic cancellation fee or deposit forfeiture applies under this policy. Any lawful deduction must have been disclosed and agreed before purchase. Rights arising from non-delivery or delay remain unaffected.
Your legal rights and support. The seven-day return window, one-month replacement benefit, and six-month repair warranty do not limit non-waivable consumer rights or applicable implied warranties. We do not require store credit where a monetary refund is legally required. Contact tongjengllc@gmail.com or 626-418-8388 for inspection, return, exchange, or warranty assistance.
Payment Methods
We accept major credit and debit cards and PayPal when shown at checkout. Available methods may vary by location and order value. Payment is due when the order is placed unless MATE agrees in writing to another schedule.
Payments are processed by third-party providers using their security controls. MATE does not store complete payment-card numbers. We may request additional verification, decline or cancel suspicious transactions, or hold production until funds clear.
Your statement may show the legal business or payment-processor name associated with the transaction. Any applicable sales tax, import duty, VAT, currency-conversion charge, bank fee, or carrier fee is the customer’s responsibility unless expressly included at checkout.
If you believe a charge is incorrect, contact tongjengllc@gmail.com or 626-418-8388 before filing a chargeback so we can investigate promptly.