Shipping & Delivery
When Will My Order Be Processed?
All orders are handled and shipped out from our headquarters in Canada. Please allow extra time for your order to be processed during holidays and sale seasons.
We process orders between Monday and Friday, current time is 10-20 business days. There is a rush fee option that can be used to rush this time according to the option chosen (please search Rush Fee in the shop).
It takes 1 business day to process payment.
Acrylic pieces added to an order with heavier items such as doormats will ship individually (otherwise they will break) and therefore extra shipping charges may be applied after the order is placed.
Extra shipping charges will be added to oversized and heavier shipments over 15kg in order to be accommodated by the shipping carrier.
How Long Will It Take To Receive My Item?
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.
Larger orders are subject to delays and to an extra handling/shipping fee due to size of parcel.
Will I Be Charged With Customs/Tax?
The prices displayed on our site are tax-free, which means you may be liable to pay for duties and taxes once you receive your order.
Import taxes, duties and related customs fees may be charged once your order arrives at its final destination, and are determined by your local customs office.
Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details of charges, please contact your local customs office.
Local pickup
We offer free local pickup in Brampton, the address is provided at checkout. After placing your order and selecting local pickup at checkout, your order will be prepared and ready for pick up within 10-20 business days. We will send you an email when your order is ready along with pickup instructions.
Pickups are honoured for a maximum of 6 months from the order date. Any pickups after that will be unavailable and the order is cancelled, payment will not be returned.