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.
Here is a brief explanation of how our order system works and may help explain the time it can take to receive your order.
All of the orders rec’d by phone, email or online are treated the same way. We ensure the order is confirmed and any comments or questions are answered. Then payment is processed and the order is sent for processing.
Depending on the time it takes to confirm the order – get responses back from the customer, and get payment information – that can create a delay.
Once the order is sent for processing a ship date is assigned based on the queue of orders in the system. Usually it can take 4 – 5 business days for the order to work it’s way through the system in a first come first served basis as virtually every order is considered custom and cut to order, which is why the ship date that is assigned is not the same day you place your order.
Some orders with complex designs or high volumes of frames in particular may take up to 7 business days.
Once the order is complete it is shipped the same day and at that point it is in the hands of the carrier.
If you know you have a deadline to meet, please advise us when you place your order so that we can assure you of a timely arrival or advise you of any potential delays or concerns. Often if we know of a certain deadline, we can do our best to move the order up in the queue.
Please contact us if you have any concerns about the timing of your order or any other questions. We message you with a copy of your order as soon as it is entered and when payment is made to keep you up to date on the progress of the order.
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 $100. Orders over $100 qualify for our check-out level discounts. Additionally, as a wholesaler, we require that a minimum quantity of identical products be ordered to qualify for Wholesale Pricing. Orders less than minimum or less than the minimum of some items not only will not qualify for Wholesale pricing but may be charged at full Retail Price.
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 $100 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 $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.
Important News about
Oversize Shipments and shipments of glass!!
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.
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.
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.