FAQ
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01
How do I place an order?
To place an order on our website:
1. Browse and select the desired product(s)
2. Add the product(s) to your cart
3. Proceed to checkout
4. Provide shipping information
5. Select a shipping method
6. Enter payment information
7. Review and confirm your order
8. Receive an order confirmation email
If you need further assistance, please don't hesitate to reach out to our customer service team.
02
Payment and Shipping
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Payment:
We offer various payment options to provide convenience and flexibility for our customers. You can make payment using major credit/debit cards, such as Visa, Mastercard, American Express, or Discover. Rest assured that all payment transactions are processed securely to protect your sensitive information.
Shipping:
We strive to ensure timely and reliable delivery of your orders. During the checkout process, you will have the option to select your preferred shipping method based on your location and desired delivery speed. Our shipping options may include standard shipping, expedited shipping, or express shipping.
Once your order is placed and payment is confirmed, our team will process and prepare your order for shipment. We aim to fulfill orders promptly, usually within 1-2 business days. Please note that in some cases, additional processing time may be required, especially if the ordered item(s) are customized or made-to-order.
Shipping fees are calculated based on the weight, size, and destination of the package. The exact shipping costs will be displayed during the checkout process before you confirm your order. We work with trusted and reputable shipping carriers to ensure that your package arrives safely at your specified address.
You will receive a confirmation email with tracking information once your order has been shipped. This allows you to track the progress of your package and estimate its delivery date.
If you have any specific shipping requirements or questions about our shipping policies, please reach out to our customer service team. We are here to assist you and provide the best shipping experience possible.
Thank you for choosing our family-run business. We appreciate your trust and support!

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03
Returns & Refunds

At MY MATS, we want you to be satisfied with your purchase. We accept returns and offer refunds for items that meet the following conditions:
The item(s) must be returned within 30 days of receiving the product(s).
The item(s) must be in their original condition, unused, and undamaged.
All original tags, labels, and packaging materials must be intact.
To initiate a return, please contact our customer service team via email or phone and provide your order number and reason for returning the item(s). We will provide you with a return merchandise authorization (RMA) number and instructions on how to return the item(s) to us.
Note that the customer is responsible for the shipping costs associated with the return, unless the item(s) received was damaged or defective. We recommend that you purchase tracking or insurance for your return package as we will not be responsible for lost or damaged packages.
Once we receive and inspect the returned item(s), we will process your refund within 7-14 business days. Refunds will be issued in the same form of payment used for the initial transaction. Please note that depending on your bank or card issuer, it may take additional time for the refund to be reflected in your account.
If you have any questions or concerns regarding our return and refund policy, please do not hesitate to contact our customer service team. We are here to assist you and provide the best shopping experience possible.
Thank you for choosing MY MATS We appreciate your support!