Terms and Conditions
The following policies have been established to ensure efficiency and consistency in our services. Please ensure that you carefully review Matshop's terms and conditions before placing your order. If you have any questions or concerns regarding the terms and conditions set forth below, please contact our customer service department at 1-800-663-7501.
Methods of Payment
We accept Visa, MasterCard, American Express and PayPal for orders placed through our website. For orders placed over the telephone, we accept the previously mentioned credit cards, checks, money orders and PayPal. All orders must be paid at time of order/approval of order For telephone orders, your payment for the product will be processed once the order is confirmed and the shipping charges will be processed once the order has been packaged for the carrier. A $48 service charge will be levied on NSF checks. In the event that payment credits result, credits will be maintained on your account for 12 months to be applied to a future purchase, refunds will not be issued.
Our minimum order is $100. Orders over $100 qualify for our check-out level discounts. Additionally, as a wholesaler, we require that a minimum quantity of identical products be ordered to qualify for Wholesale Pricing. Orders less than minimum or less than the minimum of some items not only will not qualify for Wholesale pricing but may be charged at full Retail Price.
Custom Order Authorization
Custom orders must be approved by the customer before the order will be processed. A layout of the design, indicating dimensions and details of your order, will be emailed to you for review and approval. Once approved custom orders are non-refundable.
All orders over $300 now 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 extended 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 $300 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
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.
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.
We take great care in our packaging and handling to ensure your order arrives to you safely. We ship FOB Saanichton, BC. Your order will be shipped via Canada Post Expedited or UPS Ground Service unless otherwise specified. Depending on your distance from British Columbia, you can expect delivery from the time it leaves our warehouse in 2 - 9 business days.
Expedited shipping is available at your request.
Please contact our customer service department for more information concerning shipping options and requirements.
Changes to your Order
All additions, deletions or changes must be made within 24 hours of placing your order.
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.