Custom Mat Return & Refund Policy
Many Custom-Mats products are made specifically for your order. Because custom and made-to-order products
cannot usually be resold, their return and cancellation terms are different from standard merchandise.
Important: Custom and made-to-order products are generally final sale once the artwork proof
has been approved and production has begun.
Custom & Made-to-Order Products
Custom logo mats, custom-sized mats, custom-shaped mats, personalized products and other made-to-order items
are generally not returnable once production has begun.
Please carefully review all dimensions, spelling, colors, orientation and artwork details before approving
your proof.
Cancellations & Changes
If you need to change or cancel an order, contact us as soon as possible. We will review the current order
status and let you know whether a change or cancellation is still possible.
Once a custom order has entered production, changes or cancellations may no longer be possible.
Damaged, Incorrect or Defective Products
If your order arrives damaged, has a manufacturing defect, falls outside the manufacturer's allowable
dimensional tolerance, or materially differs from the approved artwork proof, please contact us promptly
so we can review the issue.
Please include:
- Your order number or purchaser information
- Clear photos of the full product and the specific issue
- Measurements if the concern involves size
- Photos of the packaging if the item was damaged during shipment
If the issue is confirmed as a manufacturing or fulfillment error, we will work with the manufacturer to
determine the appropriate remedy, which may include replacement.
Standard / Non-Custom Products
Return eligibility for standard, non-custom merchandise may vary by product. Please contact Customer Service
before returning any item for authorization and return instructions.
Items returned without authorization may be refused. Return freight, restocking fees or other terms may apply
depending on the product and circumstances.
Contact Us
Email:
cs@custom-mats.com
Phone:
800-330-1343
