MAT COMPANY POLICIES

For anything that is not covered here or questions about any of these policies please contact Customer Service at sales@matcointl.com or call (877) 376-5358 between the hours of 8:30 AM and 5:30 PM PST.

Throughout the entire purchasing process you will work directly with your local sales representative in tandem with a dedicated customer service representative at the corporate office in Redondo Beach, CA. These professionals will be your sole contact for product selection, purchasing, delivery and post sale service.

PLACING ORDERS
All purchases are made with a written Purchase Order that can be faxed into MAT Customer Service at 1-310-634-0424. All orders should have complete information on: Ship to / Ship Via / PO# / Design # / Size. Please note any special requests on the purchase order. Any changes to existing orders need to be faxed to MAT.

PAYMENT TERMS & CREDIT POLICY
We accept various forms of payment. No order can begin shipment without payment. We can also potentially extend credit to you. Usually this is accomplished within 24 hours. New accounts may take up to 3 business days. New accounts may take up to 3 business days.

PRICING
All prices are FOB California and final unless otherwise revised.

CUSTOM ORDERS
For custom orders, a 50% deposit will be required and must be received prior to production of your special order rug. Custom order rugs are non-returnable.

CANCELLATIONS
All orders except custom orders may be cancelled anytime. Cancellations must be faxed to MAT. If the merchandise has been shipped already, shipping costs will have to be covered by customer.

SHIPPING
MAT ships globally. For international shipments please contact MAT Customer Service.
For rugs 8×10 and smaller we use Fedex or UPS ground for domestic shipments. Bulk shipments go out freight collect via your preferred carrier. For rugs larger than 8×10, rolls and international orders, we use different freight carriers based upon location. If MAT drop ships to your customer, we must have a contact person and telephone number when you place your order.

RETURNS
All returns are subject to a 30% restocking fee and an appropriate return shipping fee. Before returning any rugs, you must get a Return Authorization number from MAT Customer Service. All Credit adjustments will be made by MAT Redondo Beach office. The amount of credit allowed on a returned item will be determined after it has been received and inspected by MAT.

CLAIMS
We make every effort to ship only first quality products and to ship all orders carefully and accurately. Shipments are all FOB California and this means the merchandise belongs to you once it leaves our warehouse. Customers are responsible for checking all merchandise upon arrival for correct size and color, as well as manufacturing and other visible defects. Missing items and damage should be noted on the bill of lading. Please do inspect your products and let us know of any damage to the material within 3 days of receipt. For all claims received more than 30 days after shipment, MAT will assess a fee up to 50% of the rug value and will assess an appropriate return shipping charge.

COLOR/ QUALITY SAMPLES
If you do not know exactly which color you want at the time you are preparing to place your order, we urge you to take advantage of our 1’x1’ swatching program by calling 877-376-5358. Samples are consigned for 2 weeks to the bill to address of customer unless noted otherwise on your sample order. Shipping will be billed to customer.

MAT IMAGES
No part of MAT Rug images or logo may be used in print or web format without the prior written approval from MAT corporate management.

COLOR VARIATION
The colors in MAT rugs when applied to materials such as wool, silk, etc  and subjected to light in the environment, the colors in the rugs may undergo slight alterations from the colors in the rug image.

Also, variances among computer monitors as well as their limitations restrict our ability to present completely accurate color representations on our website.