Returns, Cancellations & Custom Order Policy
Many Custom-Mats products are made specifically for your order. Because custom and made-to-order products cannot usually be resold, their cancellation and return terms are different from standard, non-custom merchandise.
Important for Custom Logo & Made-to-Order Mats
Once you approve the artwork proof and production begins, custom and made-to-order mats are generally final sale and cannot be cancelled or returned. If your mat arrives damaged, has a manufacturing defect, falls outside the manufacturer's allowable dimensional tolerance, or materially differs from the approved proof, contact us promptly so we can review the issue.
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.
For custom logo mats, artwork approval is an important production milestone. Once the proof has been approved and the order has entered production, changes or cancellations may no longer be possible.
Custom & Made-to-Order Mats
Custom logo mats, custom-sized mats, custom-shaped mats, personalized products and other made-to-order items are produced specifically for your order and are generally not returnable for preference changes, artwork changes after approval, or other non-defect reasons once production begins.
Please review your artwork proof, size, spelling, colors, orientation and other order details carefully before approving production.
Doesn't Match the Proof
If the finished mat materially differs from the approved artwork proof, contact us with photos so we can review the issue with the manufacturer.
Size or Manufacturing Issue
If the finished dimensions appear to fall outside the manufacturer's allowable production tolerance, contact us with measurements and photos for review.
Damaged in Transit
If your shipment arrives damaged, save the packaging and contact us promptly with photos of the packaging, shipping label and product.
Non-Custom Merchandise
Return eligibility for standard, non-custom merchandise may vary by product. Before returning any item, contact Customer Service for authorization and return instructions.
Items returned without authorization may be refused. Approved returns must generally be unused, in resalable condition and returned according to the instructions provided by our team. Return freight, restocking charges and other terms may apply depending on the product and circumstances.
Screen Colors & Product Variations
We make every effort to present product colors and designs accurately. However, colors can appear differently on computer monitors and mobile devices, and some mat materials may have normal manufacturing variations in color, texture or appearance.
Your approved proof represents the layout and design of the custom artwork. Physical product characteristics can vary based on the selected mat construction and manufacturing process.
How to Report a Problem
If you believe there is a problem with your order, contact us promptly and include your order information along with clear photos showing the issue.
- Order number or purchaser information
- Photos of the full mat and the specific issue
- Measurements if the concern involves size
- Photos of packaging if the product was damaged during shipping
- A description of how the received product differs from the approved proof or order
Need Help With an Order?
Contact us as soon as possible if you need to request a change, report damage or ask us to review a custom product concern.
