New Shipping Policies are now in effect. We offer Free Shipping to most areas! See below.
Our hours of operation are:
- 8:30am - 5:00pm - Monday to Friday - Pacific Standard Time
Please note the following shipping policies effective January 1, 2017!:
- Turnaround Times
- Shipping Methods
- Shipping Costs
- Shipping Transit Times
- Shipping Time breakdown
- Return Policy
Stock Mat Colors and most other product usually ship within 4-5 business days not including the order date.
e.g. If an order is placed Monday the order will ship by either Friday or the following Monday.
Any item labeled Fast-Track will ship by the next business day. If ordered with in-stock items, they will ship in 4-5 business days (see above). For items that are out of stock at time of order - but expected in soon, you can request that we notify you as soon as the item is available again. Non-stock colors, highly customized items, or very large quantities. We try to ship 7 business days from the receipt of the order.
eg. For an order taken on Monday, we hope to ship the following Wednesday. However, depending on how quickly we can get the non-stock matboard, the order may be delayed by as much as 4 weeks.
We normally ship UPS, or USPS. To Alaska, Hawaii, and the US Virgin Islands, we use USPS Priority Mail. Other shipping methods may be available upon request. Please Note: USPS charges shown when you check-out, include a handling surcharge of 25% of the cost of the postage levied by our forward carrier.
For faster delivery, we can ship your order via UPS 2-day Expedite, or UPS Overnight Express shipping. These options are available at checkout.ualified orders must meet our standard turnaround and order practices.
Oversize package charges and special order or unusual packaging costs are not included in our Free Shipping offer. If you are ordering oversize materials, please contact us to get a quote on the cost of shipping those materials to you.
Please note: We are adding a small surcharge for shipments of glass to compensate for the additional handling and packaging required.
This surcharge will be added to your shipping charges.
All other services other than ground shipping will be charged at the usual shipping rates. Orders under the $100 minimum will also still pay the standard carrier shipping charges. Shipping costs are calculated by both dimensional weight and distance. To view shipping costs you may call us for a quote or place items into your shopping cart and proceed through the first part (registration) of the check-out.
UPS Ground will usually take 2 to 5 days on the West Coast and 6 to 8 days on the East Coast. See the UPS zone map for details:
Turnaround: 4-5 Business Days (In-Stock Items) Shipping: 2-8 Business Days (Ground Shipping) Subtotal: 6-13 Business Days (not including weekends or holidays) Weekends: 2-4 Days Holidays: 0-2 Days Total time: 8-19 days (average is 14 days)
Custom & out of stock items will take longer. FastTrack orders and faster shipping methods will lessen this time.
- All products are custom cut to your specifications. There are no returns on custom products.
- Returns are offered on incorrect or defective product only.
- Returns will not be accepted without a Return Authorization number. (see important instructions below)
- MatShop does not offer refunds.
- For authorized returns, credits toward future purchases will be issued for returned products within 15 business days of receiving complete return information.
- Credits will be maintained on your account for 12 months.
- Customers returning product are responsible to ensure sufficient packaging so that the product does not arrive damaged.
FOLLOW THE INSTRUCTIONS BELOW IF YOU RECEIVE INCORRECT OR DEFECTIVE MERCHANDISE.
Once received, please carefully inspect your order. Notification of defective or incorrect merchandise must be made within 5 days of receiving your product and a request for an RMA – Return Merchandise Authorization – must be requested within that time. Returns of defective or incorrect product will be replaced within 30 days.
When contacting us about damaged product via email, please try to include 1-3 digital photos showing the damage.