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.
All orders over $300 now qualify for FREE GROUND SHIPPING in the 48 continental states and subsidies of up to 50% of the shipping costs apply for customers in Alaska, Hawaii, the US Virgin Islands and Puerto Rico. Orders are shipped via UPS Ground or USPS Priority Mail. Qualified 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. All other services other than ground shipping will be charged at the usual shipping rates. Orders under the $300 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.
Important News about
Due to carrier surcharges, increased rates and reduced service, MatShop will no longer include Free Shipping for orders that are Over Size and no longer fit into the carrier's requirements.
This means that shipments of oversize mats, frames and even some boxes of full size matboard sheets may no longer be able to ship free - regardless of meeting the required dollar value.
If you are ordering oversize materials, please contact us to get a quote on the cost of shipping those materials to you.
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.