Customer Service Information/
Terms & Conditions

ORDERING INFORMATION
  • MINIMUM ONLINE ORDER $20 (before shipping charge).
  • SORRY, NO INTERNATIONAL ORDERS! We only accept orders shipped to the 50 United States and Canada. We no longer accept orders from Puerto Rico and Virgin Islands.
  • SECURE ONLINE ORDERING 24/7 BY CREDIT CARD. We also accept orders by telephone, e-mail, and fax. PHONE SUPPORT HOURS: MONDAY-FRIDAY, 11 am to 6 pm EASTERN TIME. We are closed weekends and major holidays.
  • ORDER CONFIRMATION & TRACKING - Online orders receive an automatic e-mail confirmation and tracking info. If you do not receive an order confirmation, you have entered a bad e-mail address or your order was not completed properly. At this time, we are only able to send tracking for some Canadian orders (depending on how they were shipped).
  • ORDER PROCESSING TIME - Under normal circumstances, most orders are processed and shipped within 1-3 business days. Please allow up to 7 business days for your order to be processed, shipped, and delivered to the continental US. This will depend on the item(s) ordered, shipping destination, and the time of year. Please allow extra time for orders to Alaska, Hawaii, Canada, and military addresses.
  • EXPEDITED SHIPPING - Overnight, 2nd Day, or 3-Day shipping available for additional charge. Please E-MAIL for shipping quote. Expedited orders must be received before NOON CENTRAL TIME to ship same day. Orders placed after Noon will not ship until the following business day.
  • CANADIAN ORDERS - Canadian orders are subject to Canadian customs, duties, taxes. We prepay these fees up front on most items (except orders shipped by UPS or FedEx.) We are not responsible for any Canadian brokerage fees or customs delays. NOTE: If you refuse to pay the UPS/FedEx brokerage fee and the order is refused or returned, you will be charged return shipping plus a 20% restocking fee.
  • CUSTOMER RESPONSIBILITY - Customers placing online orders are responsible for the accuracy of their product selection and shipping information. Customers placing orders by phone must review their e-mailed order confirmation for accuracy within 24 hours.
PAYMENT OPTIONS
  • CREDIT CARDS: We accept MasterCard, Visa, American Express, Discover. NOTE! We cannot accept credit cards that bill outside of the United States or Canada. We do not process international orders at this time.
  • DEBIT CARDS: If you use a debit card online, your account will be authorized for the amount of the order. This is not a charge, but may appear as a charge on your account. We do not charge cards until the order ships. NOTE: Please do not contact us about being double-charged IF you used a debit card. Your bank will drop the authorization charge from your account once we actually charge your card.
  • PAYPAL: PayPal and PayPal Express Checkout available to US customers only. ALL PAYPAL ORDERS MUST BE PLACED ONLINE. NO PAYPAL ORDERS ACCEPTED FROM CANADA: CREDIT CARDS ONLY! NO PAYPAL ORDERS FOR ITEMS SHIPPING OVERSIZE OR OVERWEIGHT (Large Drafting Tables, Drawing Boards, Paper Trimmers).
  • CHECKS: We accept checks by mail. We will process your order once the check clears. Please include complete shipping information, a phone number, and e-mail address with your order.
  • PURCHASE ORDERS: See next section.
PURCHASE ORDERS
  • NO PURCHASE ORDERS FROM CANADA. We accept only credit cards, bank transfers, and Proforma invoices please.
  • $100 MINIMUM ORDER before shipping/tax for all Purchase Orders-no exceptions. We accept Purchase Orders (PO) only from approved USA institutions, organizations, businesses by Fax, E-mail, or Mail.
  • NEW ACCOUNTS: Fax or e-mail your credit and banking references to 877-570-1776 or e-mail to info@cutting-mats.net.
  • IMPORTANT! To process your order without delay, we require ALL of the following information when submitting a PO:
    • - Your Purchase Order number
    • - SHIP-TO address and phone number
    • - BILL-TO address, phone number, Fax number
    • - Contact person for the order with their phone number, e-mail address, Fax number
    • - Specific item(s) you want to order, using our 4-digit Product Number for each item ordered.
    • WE MUST HAVE AN E-MAIL ADDRESS AND PHONE NUMBER FOR EACH ORDER!
    • Failure to supply all the complete information above could delay or cancel your order.
    • Please refer to our Web site for the most current pricing and don't forget to add appropriate shipping charges. For shipping information, click the SHIPPING TAB at the top of the page.
    • By submitting a PO, you agree to pay all invoices within 30 days. If this is a problem, please contact us prior to submitting a PO.
    • A 2% late charge will be added to all past due invoices over 45 days.
    • Chronic late payers will be required to submit credit card info. for backup to continue service with us.
    • SPECIAL & CUSTOM ORDERS: Some special orders, custom orders, or large orders may require Pre-Payment or a Deposit. ANY ORDER $3,000 and larger requires a 50% DEPOSIT made by credit card, check, or electronic bank transfer.
BACKORDERS

We make every effort to ensure that all items are in stock for immediate shipment; however, from time to time, some items may be temporarily out of stock or backordered from our vendors. We will notify you by E-MAIL as soon as possible of any backordered item. It is the customer's responsibility to check their e-mail for updates.

PRICING

All product prices, discounts, specifications, and availability are subject to change without notice. We offer quantity discounts on most items. Please E-MAIL for quantity discount quotes.

SALES TAX

Sales Tax is charged to all orders shipping to Tennessee. We are required to add 9.45% sales tax to all TN orders. If you are tax exempt, E-MAIL (info@cutting-mats.net) or FAX (877-570-1776) your TN re-seller certificate.

SHIPPING INFORMATION

Please click the SHIPPING TAB at the top of each Web page for complete information on our shipping policies and rates.

CUSTOMER SATISFACTION

Please order with confidence. Customer satisfaction is our top priority. As one of the Internet's successful retailers, every transaction must result in a pleasant, convenient, and successful shopping experience. If you are not 100% satisfied with any item purchased (excluding clearance specials, special orders, and custom-cut cutting mats), you may return the item for a refund (less shipping and handling) within 30 days from the day you receive the item, no questions asked. Most items have a 90-day warranty; others have the manufacturers warranty. Please read our Return Policy section for complete information.

RETURN POLICY
  • CUSTOMER RESPONSIBILITY - Customers placing online orders are responsible for the accuracy of their product selection and shipping information. Customers placing orders by phone must review their e-mailed order confirmation for accuracy within 24 hours.
  • It is the customer's responsibility to immediately open and inspect each shipment for problems.
  • Any missing items, defective items, damaged items, or shipping damages must be reported within 7 DAYS OF ORDER RECEIPT.
  • Most items have a 90-day warranty; others have the manufacturer's warranty.
  • Customers are responsible for being present for accepting the delivery when it arrives. If your package is undeliverable and it is returned, you are responsible for the return shipping
  • ALL RETURNS require a Return Merchandise Authorization (RMA) number. Please E-MAIL us for an RMA number. We will E-MAIL proper return instructions to you. NO RETURN WILL BE ACCEPTED OR CREDIT ISSUED WITHOUT A RMA NUMBER.
  • NO RETURNS OR REFUNDS ON SPECIAL ORDERS or CUSTOM CUTTING MATS. If we mis-cut a custom mat, we will replace it. Please be sure of your dimensions when ordering custom cutting mats.
  • DAMAGED OR MISSING ITEMS: We insure all shipments against damage. Notify us WITHIN 7 DAYS of receipt of any damage or missing shipments and we will file a claim with the delivery carrier.
  • DEFECTIVE ITEMS: We will replace any items that are defective if reported WITHIN 7 DAYS OF RECEIPT.
  • All credits are issued to the credit card or PayPal account used for the original order.
  • Products returned within 30 DAYS receive a credit or replacement (excluding shipping and handling charges). If you return an item with a restocking fee, it will be deducted from the refund. All products must be returned in NEW, UNOPENED, UNUSED, SALEABLE CONDITION, with all original packaging intact.
  • Return shipping is the responsibility of the customer. Please use insured UPS or FedEx for return shipping so that your return can be tracked and traced.
  • IMPORTANT! Returns must be complete, with all components, in new, unused, unopened, saleable condition, and in the original packaging to be accepted and fully credited. Orders returned with packaging that has been defaced by writing or other marks will be assessed a restocking fee.
  • Please indicate your 5-digit order number (located on packing slip or e-mailed order confirmation) on all customer service correspondence.
  • RESTOCKING CHARGE - Returns are subject to a re-stocking charge (minimum 20%).
  • Items returned to the wrong address and/or without proper authorization.
  • Factory-direct shipped orders that are returned. Our suppliers and manufacturers charge us a re-stocking fee on all items returned to them.
  • Orders cancelled after already shipped or in warehouse ready to ship. Customer is also responsible for any shipping charges that may occur.
  • Orders refused upon delivery for no apparent reason and without notice to us.
  • Canadian orders refused or returned because UPS/FedEx brokerage charges were refused or not paid by customer.
  • Orders with incomplete or incorrect shipping addresses that are undeliverable and returned to us.
  • Orders returned after 30 days of receipt.
  • Packaging that is torn, ripped, or defaced with writing, marker, or tape.
  • Products that have missing parts, instructions, or packaging materials.
  • Scratched, damaged, or broken merchandise.
  • Some oversized art portfolios
PRIVACY POLICY

We understand and respect your privacy and consider it an important element of our business. Our privacy policy is straightforward: we are not in the business of collecting, selling, or renting personal information about you when you visit our Web site unless you volunteer to provide that information to us. We will not share your address, phone number, or e-mail address with anyone, period.

This site is hosted by Yahoo! Store. Yahoo! hosts the store pages, ordering system, and order data for this site. Yahoo! automatically collects order information, but may only use this information in the aggregate. If you accessed this store through Yahoo! Shopping, Yahoo! also automatically collects information about your shopping experience. Please see the Yahoo! Privacy Policy for more information about how Yahoo! uses this information.

Information Collected and Stored Automatically
If you visit our Web site just to browse, and read pages, but do not buy any products or e-mail us for information, we gather and store certain information about your visit automatically. This information cannot and does not identify you personally.

The kind of information that is gathered automatically includes the date and time of your visit, the pages you visited, and the search engine with which you found us. We sometimes use this non-personally-identifiable information to improve our Web site design, content, and primarily to provide you with a better browsing experience.

Personal Information Collected
We collect personal information from you only if you provide it voluntarily. The type of personally-identifiable information that may be collected by us includes name, address, e-mail address, etc.. For example, you might submit your name and e-mail address to place an order or ask a question. The information you provide is not given or sold to any private organizations or private persons. It is used only to fill your orders and answer your questions.

Collection of Information by Third-Party Sites and Sponsors
Our Web site sometimes contains links to other Web sites whose privacy policies may be different to ours. Visitors should consult the other sites' privacy notices as we have no control over information that is submitted to, or collected by these third parties.

Links to Other Sites
Our Web site has links to other Web sites on the World Wide Web. The privacy policies of these Web sites are not under our control. Once you leave our servers, use of any information you provide is governed by the privacy policy of the operator of the site you are visiting. It is advisable to read their privacy policies for further information.

Third-Party Web Beacons
We use third-party web beacons from Yahoo! to help analyze where visitors go and what they do while visiting our website. Yahoo! may also use anonymous information about your visits to this and other websites in order to improve its products and services and provide advertisements about goods and services of interest to you. If you would like more information about this practice and to know your choices about not having this information used by Yahoo!, click here.

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