FAQ

Welcome to the Matson Mats FAQ Center.
We’ve gathered answers to the most common questions from our customers about our products, orders, and policies.
If you can’t find what you’re looking for, our support team is always happy to assist you.

🐾 1. What does Matson Mats specialize in?

Matson Mats specializes in custom pet portrait kitchen and bathroom mats — combining comfort, quality, and personalization.
Each mat is designed to capture the unique charm and personality of your beloved pet.

🛒 2. How do I place an order?

Select your preferred mat, upload your pet’s photo, and add any customization details during checkout.
Once your order is complete, you’ll receive an email confirmation with your order details.

🖼️ 3. Can I see a preview of my custom mat before production?

Yes! For custom designs, we can provide a preview upon request.
Please contact us shortly after placing your order to confirm if you would like to review your design before it goes into production.

⏱️ 4. How long does it take to process my order?

All orders are processed within 1–3 business days after payment confirmation.
Custom-made designs may take slightly longer due to design preparation and printing.

🚚 5. How long does shipping take?

Estimated Delivery Times:

  • USA: 5–7 business days after shipment

  • Europe: 10–15 business days after shipment

  • Other countries: 10–20 business days depending on customs and carrier performance

📦 6. Do you offer free shipping?

Yes! We offer free standard shipping for all orders within the United States and Europe.

🌍 7. Do you ship internationally?

Yes, we ship worldwide.
Delivery times for international destinations vary depending on customs inspections and local postal services.

🔎 8. Will I receive tracking information for my order?

Yes. Once your order ships, you’ll receive an email with your tracking number so you can monitor your shipment’s progress.

🕓 9. What should I do if my tracking number isn’t working?

Tracking information may take up to 48 hours to update after shipment.
If it still doesn’t show movement after that time, please contact us at MatsonMats@hotmail.com for assistance.

🪶 10. What materials are your mats made of?

Our mats are made from high-quality, durable, and soft materials with a non-slip backing, providing comfort, safety, and style for your home.

🧼 11. How do I clean or care for my Matson Mats product?

  • Spot clean with a mild detergent and cold water.

  • Avoid bleach or harsh chemicals.

  • Do not tumble dry. Let the mat air dry completely before reuse.

🔁 12. Can I return or exchange my order?

Yes, we offer a 30-day return policy.
Items must be unused, in original condition, and in their original packaging.
To start a return, please email us at MatsonMats@hotmail.com.

🚫 13. Are custom products eligible for return?

Because each custom mat is made uniquely for you, we cannot accept returns on personalized products unless they arrive damaged or defective.

💥 14. What if I receive a damaged or defective item?

Please contact us right away with photos of the damaged item and packaging.
We’ll arrange a replacement or full refund at no additional cost.

✏️ 15. Can I change or cancel my order after placing it?

Once production begins, we are unable to modify or cancel custom orders.
If you need to make a change, please contact us as soon as possible after placing your order.

💳 16. What payment methods do you accept?

We accept major credit and debit cards and other secure online payment methods.
All payments are processed safely and confidentially.

💰 17. Do you charge taxes or customs fees?

All prices are displayed in U.S. dollars (USD).
Taxes are included where applicable.
For international orders, customs duties or import taxes may apply and are the customer’s responsibility.

🎉 18. Do you offer discounts or promotions?

Yes! We occasionally hold seasonal promotions and special offers.
To stay updated on new collections or discounts, subscribe to our newsletter or follow our announcements.

📞 19. How can I contact customer service?

We’re always happy to help with any questions about your order or our products.
You can reach us by email or phone:

Company Name: MATSON & CO. LLC
📧 Email: MatsonMats@hotmail.com
📞 Phone: +1 862-640-9112
📍 Address: 6831 17TH ST. N, St. Petersburg, FL 33702, USA

We aim to respond to all inquiries within 24–48 business hours.

💖 20. Why choose Matson Mats?

Because we combine premium craftsmanship, personal design, and heartfelt service.
Every Matson Mats product is made with love and care to bring warmth, comfort, and personality to your home — one paw print at a time.