Store Policy

Welcome to Matson Mats — your trusted destination for custom pet portrait kitchen and bathroom mats.
We are dedicated to providing our customers with a smooth, transparent, and enjoyable shopping experience. Please review the following store policies that outline our terms regarding orders, shipping, returns, and customer support.

💛 1. Our Commitment

At Matson Mats, we take pride in offering high-quality, custom-designed mats made with care and attention to detail.
Every order is crafted with precision and handled carefully to ensure customer satisfaction from purchase to delivery.

🧾 2. Order Policy

Orders are processed within 1–3 business days (excluding weekends and holidays) after receiving your order confirmation.
You will receive an email notification once your order has shipped.
Please make sure your shipping address and contact details are correct before placing an order. We are not responsible for delays or lost packages caused by incorrect or incomplete addresses.
Custom-made products may require additional processing time.
Once production has started, orders cannot be modified or canceled.

🚚 3. Shipping Policy

We provide free shipping for all orders within the United States and Europe.
Estimated Delivery Times:
- USA: Approximately 7 business days after shipment.
- Europe: Approximately 15 business days after shipment.
International Shipping: Available to select destinations. Delivery times and costs may vary by country.
Customers are responsible for any customs duties, VAT, or import taxes charged by their local authorities.

🔁 4. Return & Refund Policy

We offer a 30-day return policy, allowing you to request a return within 30 days after receiving your item.

Eligibility:

Items must be unused, unworn, and in their original packaging with all tags attached.
A proof of purchase (receipt or order number) is required.

To start a return, please contact us at MatsonMats@hotmail.com.
If your return is approved, we will provide you with a return shipping label and instructions.
Items sent back without prior approval will not be accepted.

Refunds:
Once your return is received and inspected, refunds are issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or card issuer to process the refund.

Non-returnable items:

Personalized or custom-made products
Sale items
Gift cards

🎨 5. Product Quality & Customization

Each Matson Mats product is handmade and designed to capture your pet’s unique charm.
Because of the custom process, slight variations in color, layout, or design placement are normal and reflect the handcrafted nature of our items.

If you receive a defective or incorrect product, please contact us immediately so that we can resolve the issue promptly.

💳 6. Payment Policy

We accept all major credit and debit cards and other secure electronic payment methods.
All payments are processed in U.S. dollars (USD) unless otherwise stated.
Please ensure your payment information is accurate and up to date to avoid order delays.

🔒 7. Privacy & Security

Your privacy is important to us. All personal and payment details provided at checkout are handled with strict confidentiality and security.
Your data is used only for order processing, communication, and customer service purposes.
For more information, please refer to our Privacy Policy.

💬 8. Customer Support

Our support team is happy to assist you with any questions regarding orders, products, or deliveries.
We aim to respond to all inquiries within 24–48 business hours.

📧 Email: MatsonMats@hotmail.com
📞 Phone: +1 862-640-9112

🏢 9. Business Information

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

🔄 10. Policy Updates

We may update this Store Policy periodically to reflect changes in our operations, legal requirements, or customer service procedures.
The most recent version will always be displayed here, along with its effective date.