Help Center

Welcome to the Matson Mats Help Center.
We’re here to make your shopping experience smooth, enjoyable, and worry-free. Below, you’ll find answers to our most frequently asked questions about orders, shipping, returns, and products.
If you can’t find what you’re looking for, our friendly support team is always ready to assist you.

🛒 1. Ordering & Payment

How do I place an order?
Choose your favorite mat, customize it with your pet’s photo or details, and add it to your cart. Once checkout is complete, you’ll receive an email confirmation with your order details.

What payment methods do you accept?
We accept all major credit and debit cards, as well as other secure online payment options. All transactions are processed safely and confidentially.

Can I change or cancel my order?
Because most of our items are custom-made, orders cannot be modified or canceled once production has started. Please double-check all information before completing your purchase.
If you require urgent help, contact us immediately at MatsonMats@hotmail.com.

🚚 2. Shipping & Delivery

How long does processing take?
All orders are processed within 1–3 business days after payment confirmation. Custom designs may take slightly longer depending on complexity.

When will I receive my order?

  • USA: 5–7 business days after shipment

  • Europe: 10–15 business days after shipment

  • Other countries: 10–20 business days depending on customs and local carriers

Do you ship internationally?
Yes, we ship worldwide. Please note that international customers are responsible for any customs duties, taxes, or import fees required by their country.

Will I receive tracking information?
Yes. Once your order has shipped, you’ll receive an email containing your tracking number so you can monitor your delivery progress.

🔁 3. Returns & Refunds

What is your return policy?
We offer a 30-day return policy. You may request a return within 30 days of receiving your item, provided it is unused, in its original condition, and with all original packaging.

How do I start a return?
Email us at MatsonMats@hotmail.com with your order number and a brief description of the issue. Once your return is approved, we’ll send you detailed return instructions and a shipping label.

Which items are non-returnable?

  • Personalized or custom-made products

  • Sale items

  • Gift cards

  • Products that have been used or damaged by the customer

When will I receive my refund?
Refunds are processed within 10 business days after your return is received and inspected. You’ll receive an email notification once your refund has been issued.

🐾 4. Product Information

What are Matson Mats products made of?
Our mats are crafted from high-quality, durable materials designed for comfort, easy cleaning, and long-lasting use. Each mat is personalized to feature your pet’s portrait with vivid, durable color printing.

How do I care for my mat?

  • Gently spot clean with mild detergent and cold water.

  • Avoid bleach or harsh chemicals.

  • Do not tumble dry — air dry completely before use.

Are the mats slip-resistant?
Yes. All our mats include a non-slip backing to help keep them secure on most floor surfaces.

📞 5. Customer Support

How can I contact you?
You can reach our customer support team anytime via 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 messages within 24–48 business hours.

❓ 6. Common Questions

My order hasn’t arrived yet. What should I do?
Check your tracking link for updates. If you notice delays or issues, contact us — we’ll assist in investigating with the carrier.

I received the wrong item or a damaged product. What now?
We sincerely apologize! Please email us with photos of the item and packaging. We’ll quickly arrange a replacement or refund for you.

Do you offer gift options?
Yes! You can include a gift message at checkout, and many of our products come in gift-ready packaging — perfect for special occasions.

💖 7. Our Promise

At Matson Mats, your satisfaction means everything to us.
Each custom pet mat is made with care, love, and attention to detail. If you ever experience a problem, our team is here to make it right — because every happy customer (and every happy pet) matters to us.