FAQs

ORDER

How Do I Place An Order?

All our products are offered on this website. To get started you can use the Search bar or view the Collections from the home page. Items that you are interested in press "Add to Cart". Once you have finished adding items to your Cart, simply click the “Check Out” button on the Shopping Bag page and it will guide you through the check out process.

For any "design your own" orders, we will not ship out all items until you pay the outstanding balance, the processing times will not be exempt.

Items requiring personalizations in different languages must be provided via email to us or inserted on the order page, if we do not receive the wording we will spell it according to our own judgement. We are not responsible if the item was spelled in a different way than expected, any further changes will be up to the client to pay for (e.g. adding/changing wording)

Confirmation Email

Once the order is confirmed you will receive a confirmation email, please check junk or spam mail. If you do not have a confirmation email please email us at inquiries@matsandsigns.com with the name and full address used for the order.

Which Payment Methods Do You Accept?

We accept credit cards, debit cards, Paypal and bank transfer (via PayPal).

How Safe Is My Personal Information?

Our site uses a Secure Sockets Layer (SSL) protocol to encrypt all personal information sent during the check out process. For more information on how we secure and use your information, please consult our Privacy Policy.

Can I Cancel An Order?

No cancellations on Holiday Sales (Lohri, Valentines, Diwali, Rakhi, Thanksgiving, Christmas)/ and during Black Friday times!!! No exceptions and cannot be used to apply to previous orders.

Other time periods: Cancellations are ONLY accepted within 24 hours of order placement.

Rush orders WILL NOT be cancelled and are final sale, this is anything that is needed out of the 10-20 business days.

Send us an email within 24 hours and let us know the reason why you wish to cancel your order. All refunds will be processed within 24-48 hours before the fund reflects on customer’s bank account.

SHIPPING

How long does it take to receive my order?

Once you place your order, please allow 10-20 business days to process and create your order, all orders are custom made. After that, for all pickups we will send you a notification it is ready and for shipments it could take anywhere from 3-15 business days for delivery in Canada and the United States, for countries in Europe it takes about 2-3 weeks, and 2-9 weeks for all other international orders (depending on location).

The delivery timelines listed on the product pages are approximate.

When will I receive a tracking number?

A tracking number will be issued to your contact information provided when we ship out (if you chose tracked shipping). Please allow 24 hours for the tracking information to update once we send to the postal office. If you do not receive a confirmation email/tracking number to your email address please email us at inquiries@matsandsigns.com

My shipping information is not changing, can you provide more information as to where my package is?

Unfortunately, we do not have any further information other than the shipping and tracking number provided to you. Please be patient, your order is on the way. Due to postal delays, postal offices cannot guarantee delivery standards. We suggest calling the carrier for more details.

It is the buyer's responsibility to contact the shipping company/local carriers depending on the latest information provided to you for any further updates, unusual changes, lost items, etc. The buyer must work with the carrier for the latest update, we can be included on emails. We the seller do not have any updates and we do not monitor the status of shipments. The payment our company is taking for shipping is directly provided to the carrier, so in fact you (the buyer) are directly paying the carrier for the service of shipping, we are only offering the product.

UNTRACKED SHIPMENTS: If you have chosen untracked shipping, there are no updates available once the facility has scanned the item and has sent it to the local carrier. The shipping company will have no way to monitor the status; as a result there is no refund available for these shipments as they are untracked and uninsured as listed while you purchased it. The items will arrive, please just be patient. The shipping company recommends checking the nearest post office if the time period of expected delivery is over.

TRACKED SHIPMENTS:

For US clients, you may call USPS to advise on more information about your package, the phone number is 1-800-275-8777. At the voice prompt please press 5 (Other), say Business at the next prompt, confirm yes to Small Business and you will be directed to a client service representative. Advise them you are looking for more information on your package and the USPS tracking number (found on your shipping confirmation email). They will be able to help you from there.

For international clients, if APC was used you may call them by finding their details here: https://www.apc-pli.com/contact.html once APC has delivered to the next carrier, please find the carrier's contact details online.

For all other clients please contact the postal service your item is located in for more information.

Please note that delays are not valid grounds for a refund, and it is the buyer's responsibility to determine and work with the appropriate carrier on where items are if you are looking for answers. Once the item is shipped it is the respective carriers responsibility.

We can also place a dispute with the postal office only after a certain time period of no action on a shipped item (i.e. no scans from the postal office), if you feel this is valid for your case please contact us immediately at inquiries@matsandsigns.com.

HELP

What If I Need Something?