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Shipping & Returns

 

Shipping Information

 

New Shipping Policies are now in effect. We offer Free Shipping to most areas! See below.

Our hours of operation are:

 

  • 8:30am - 5:00pm - Monday to Friday - Pacific Standard Time

     

    Please note the following shipping policies are currently in effect.

     

    Turnaround Times

    instock.jpg Stock Mat Colors and most other product usually ship within 4-5 business days not including the order date. 

    e.g. If an order is placed Monday the order will ship by either Friday or the following Monday.
    fasttrack.jpg Any item labeled Fast-Track will ship by the next business day. If ordered with in-stock items, they will ship in 4-5 business days (see above). 
    onorder.gif For items that are out of stock at time of order - but expected in soon, you can request that we notify you as soon as the item is available again.
    Non-stock colors, highly customized items, or very large quantities. We try to ship 7 business days from the receipt of the order.

    eg. For an order taken on Monday, we hope to ship the following Wednesday. However, depending on how quickly we can get the non-stock matboard, the order may be delayed by as much as 4 weeks.



    Shipping Methods

    We normally ship with Canada Post or UPS ground for our Canadian customers.

    If you happen to live in the Victoria area, you can pick your order up in person from our warehouse.

     

    Shipping Transit Times

    Canada Post Expedited Parcels will usually take 2 to 5 days on the West Coast and 6 to 8 days on the East Coast.

    UPS ground offers similar shipping times.

    PLEASE NOTE:  ALL SHIPPING TIMES ARE CALCULATED FROM THE TIME IT LEAVES OUR WAREHOUSE.  PLEASE ENSURE YOU ADD THE 4 - 5 BUSINESS DAY PRODUCTION TIME TO THE SHIPPING TIME TO GET A MORE ACCURATE ARRIVAL TIME AT YOUR DOOR.

    Shipping Costs

    All orders over $500 qualify for FREE GROUND SHIPPING in Canada's 10 provinces and subsidies of up to 50% of the shipping costs apply for customers in the NWT, Yukon, Nunavut and selected exended areas. Orders are shipped via UPS Ground or Canada Post Expedited Mail. All other services other than ground shipping will be charged at the usual shipping rates. Orders under the $500 minimum will also still pay the standard carrier shipping charges.  Rush orders do not qualify for Free Shipping.  Orders must meet our standard turnaround and order practices.

     

    Important News about Oversize Shipments AND Shipping 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.  In Addition we are adding a small surcharge for shipments of glass to compensate for the additional handling and packaging required.

    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.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. 

     

    Shipping Time breakdown

    Turnaround: 4-5 Business Days (In-Stock Items)
    Shipping: 2-8 Business Days (Ground Shipping)
    Subtotal: 6-13 Business Days (no weekends or holidays)
    Weekends: 2-4 Days
    Holidays: 0-2 Days
    Total time: 8-19 days (average is 14 days)

    Custom & out of stock items will take longer. FastTrack orders and faster shipping methods will lessen this time.

  • 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.