Frequently Asked Questions

You've got questions? We've got answers. Below are some of your most frequently asked questions and our answers. If you don't find what you're looking for below and need more assistance, please email us for more information. service@mataceinc.com

Shipping & Delivery

Yes, we ship our products all over the globe.

For online order, currently we only provide FREE shipping to the lower 48 states in the US. And we DO NOT ship to PO BOXES or APO.

For internationally order, you can send email to us and purchase Matace by other ways.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

In-stock orders generally ship within 2 business days and arrive in 5 to 7 business days. (depending on your U.S. location)

For pre-orders/backorders, please refer to the shipping date on the product page.

Yes, we offer free shipping for all online orders.

Please note that free shipping is not applicable for international orders and that shipping rates could vary depending on your region.

Payments & Safety

All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.

Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.

Our website just launched in 2021. We have not yet established cooperation with Affirm. But we believe it will be soon.

We accept payments from Paypal and major credit card companies like Visa, Mastercard, and American Express. Learn more >

Warranty, Returns & Refunds

Matace 180-day trial comes with no preconditions and is available from the moment you purchase Matace removable carpet tiles.

We currently only offer the 180-day trial for the removable carpet tiles collection. Not applicable for other products.

All our products are subject to quality control.

Our warranty provides a guarantee against manufacturer defects.

Click here for learn more detail of Matace warranty policy.

Yes, We offer a Limited Lifetime Warranty for all removable carpet tiles.

Other products for one year from the date of purchase to be free from manufacturer's defects.

Click here for learn more detail of Matace warranty policy.

Yes, we offer full and partial refunds.

Please enquire for more information about our Refund policy. Learn more >

For products eligible for the 180-day free trial policy, we accept returns or exchanges within 180 calendar days of receiving the product; For products not covered by the 180-day free trial policy, we we accept returns or exchanges within 30 calendar days of receiving the product. We will send a reply email within 2 business day.

You may cancel an order any time prior to processing. You may return any of your products for a full refund (not including fees for shipping, White Glove Service, state-based recycling fees, and/or promotional value) subject to the terms and conditions for returns for each of our products.

BEFORE SHIPPING

Order Cancellation: If you cancel orders that haven't entered the shipping process yet, there will be no charge or cancellation fee.

Change of Address: No charge/ fee.

Replacements and exchanges: No charge/ fee.


AFTER SHIPPING

Order Cancellation:

If your order is shipped and cannot be modified, you may reject the package and 10% of your order amount will be charged as a cancellation fee.

Change of Address:

If you successfully change your shipping address, 10% of your order amount will be charged as a processing fee. If you fail to change your address, you may refuse the package and 10% of your order amount will be charged as a cancellation fee.

Replacements and exchanges:

If you successfully exchange an item, 10% of your order amount will be charged as a processing fee. If you fail to cancel the item, you may reject the package and 10% of your order amount will be charged as a cancellation fee.