FAQ

❓ Frequently Asked Questions (FAQ)

Welcome to the Matsinn FAQ page. Below are answers to our most commonly asked questions about custom pet portrait mats, shipping, payments, and more.

❓ 1. What is Matsinn?

Matsinn is an online store specializing in custom pet portrait mats, as well as stylish bathroom and kitchen floor mats.

❓ 2. How do I place an order?

Select your product, upload your pet's photo, customize your options, and proceed to checkout. It’s that simple!

❓ 3. What photo quality is required?

Please upload a clear, high-resolution image in good lighting. We recommend close-up headshots of your pet for best results.

❓ 4. Can I see a preview before printing?

We do not currently offer previews, but our design team carefully creates each mat with attention to detail and likeness.

❓ 5. How long does it take to receive my order?

Orders are processed in 1–3 business days. Shipping takes 5–7 days (USA) or up to 15 days (Europe). International times may vary.

❓ 6. Do you ship internationally?

Yes! We ship worldwide. Rates and delivery times vary depending on your location.

❓ 7. Is shipping free?

We offer free standard shipping within the USA and Europe.

❓ 8. What if I need to change my shipping address?

Contact us immediately at matsinn@outlook.com. We can only update the address before your item ships.

❓ 9. Do you accept returns?

Because our products are custom-made, we do not accept returns. However, we will replace items that arrive damaged or defective.

❓ 10. What payment methods do you accept?

We accept all major credit cards, PayPal, and Shopify Payments.

❓ 11. Is my payment information secure?

Yes. We use encrypted, secure checkout services to protect your information.

❓ 12. How do I track my order?

Once your order ships, you’ll receive a tracking number via email within 48 hours.

❓ 13. What materials are your mats made of?

Our mats are made of durable polyester with a non-slip rubber backing, soft and safe for indoor use.

❓ 14. Are the mats machine washable?

Yes! We recommend cold water on a gentle cycle and air drying to maintain print quality.

❓ 15. Can I customize the background or text?

Yes, you can choose background styles and optional custom text at checkout.

❓ 16. Can I order without a pet portrait?

Absolutely! We also offer non-personalized mats for kitchen and bath use.

❓ 17. What if I received the wrong item?

Please contact us with your order number and a photo — we will fix it promptly.

❓ 18. Do you offer bulk or wholesale orders?

Yes! For custom bulk or wholesale inquiries, contact us directly at matsinn@outlook.com.

❓ 19. Can I cancel or modify my order?

Orders can be modified or canceled within 12 hours of purchase. Please email us ASAP if needed.

❓ 20. How can I contact customer support?

We’re here to help! You can reach us via: