Sometimes, accidents happen. When they do, we want to make things right.
If you have a concern about your order, contact us at firstname.lastname@example.org or 800.537.0944. When emailing us, please include a photo of the incorrect or damaged item, if possible. Be sure to keep all materials including the original packaging in the event we need to file a damage claim with the carrier. If we need the item back, we’ll send you a return shipping label. In any case, we will expedite a replacement for you.
We understand that occasionally you may need to send an item back to us. Returnable items include:
Acrylic with the protective paper backing still attached
The items listed above are returnable up to 30 days after your invoice date. Since your order is custom cut to your specifications, a 20% restocking fee, plus the cost of return shipping will apply. Unused tools are not subject to a restocking fee.
Non-returnable items include:
Cut mat boards
Mat board samples
Frame corner samples
Acrylic without the paper backing
For any returnable items you’d like to ship back, for your convenience, we will gladly send you a return shipping label and deduct the cost of it from your refund. Please contact Customer Service to make that arrangement. Please note, we are only able to send return shipping labels within the contiguous United States.
We typically process returns within 2 - 8 business days of receiving the returned items. Refunds are issued via the original payment method. Credit card refunds may take 2 - 3 business days before posting to your account.
New orders are considered separate transactions. Rather than waiting for the exchange process, you’re welcome to purchase any replacement items while your return is being processed.
Change your mind? Once your order is submitted, you will be sent an email confirmation. stating we have received your order and will soon start producing it. Because we work quickly, we ask you to immediately review the order details to ensure accuracy.
If you would like to cancel or make any changes, please notify us within two hours of receipt of this confirmation to avoid interruption of service or additional fees.
You can contact our Customer Service Team by phone at 800-537-0944 M-F, 8:30AM-5:30PM, Eastern.
If you have questions not answered here, please reach out to us. We are happy to assist!