The following policies have been established to ensure efficiency and consistency in our services. Please ensure that you carefully review Matshop's terms and conditions before placing your order. If you have any questions or concerns regarding the terms and conditions set forth below, please contact our customer service department at 1-800-663-7501.
Methods of Payment
We accept Visa, MasterCard, American Express and PayPal for orders placed through our website. For orders placed over the telephone, we accept the previously mentioned credit cards, checks, money orders and PayPal. All orders must be paid at time of order/approval of order For telephone orders, your payment for the product will be processed once the order is confirmed and the shipping charges will be processed once the order has been packaged for the carrier. A $48 service charge will be levied on NSF checks. In the event that payment credits result, credits will be maintained on your account for 12 months to be applied to a future purchase, refunds will not be issued.
Our minimum order is $200. Orders over $200 qualify for our check-out level discounts. Additionally, as a wholesaler, we require that a minimum quantity of 5 identical products be ordered (for most individual items).
Custom Order Authorization
Custom orders must be approved by the customer before the order will be processed. A layout of the design, indicating dimensions and details of your order, will be faxed or emailed to you for review and approval. Once approved custom orders are non-refundable.
Free Shipping is available to most areas for orders over $300.00 See our shipping policy for more information. Freight charges are in addition to product purchased. We take great care in our packaging and handling to ensure your order arrives to you safely. We ship FOB Ferndale, WA. Your order will be shipped via UPS Ground Service unless otherwise specified. UPS Ground delivers to the West Coast in approximately 2 to 3 days and orders to the East Coast will take approximately 7 to 9 days.
Expedited shipping is available at your request.
Please contact our customer service department for more information concerning shipping options and requirements.
Handling and Insurance
MatShop personally ensures that your product will reach you in good condition and will replace damaged product at no charge. We take great care in our packaging to avoid damage in transport. We charge a $5.50 handling fee that helps us ensure that you receive your goods undamaged.
Changes to your Order
All additions, deletions or changes must be made within 24 hours of placing your order.
MatShop Return Policy
- 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.