Shipping policy

Last updated: 12 September 2026

This Shipping & Delivery Policy explains how production, shipping and delivery work when ordering from CustomLogoMats.

Because our mats are custom-made, every order must first be prepared and produced before it can be shipped.

This policy should be read together with our Terms & Conditions and Returns, Cancellations & Warranty Policy.

1. Production Before Shipping

Every CustomLogoMats product is made specifically for the Customer.

Production can start after all required order details are complete and, where applicable:

  • payment has been received;
  • the design has been approved;
  • the dimensions and specifications have been confirmed; and
  • we have received all information needed to produce the order.

The estimated delivery time starts from this point.

If we are still waiting for payment, design approval, measurements or other required information, the delivery period has not yet started.

2. Estimated Delivery Time

Our normal estimated delivery time for custom-made mats is:

2–3 weeks

This includes the normal production and shipping process.

The 2–3 week period starts when:

  • payment has been received, unless different payment terms have been agreed;
  • the final design has been approved; and
  • we have all information needed to produce the order.

We always aim to deliver as quickly as possible, and some orders may arrive sooner.

However, the 2–3 week delivery time is an estimate and not a guaranteed delivery date.

Delays can sometimes happen because of:

  • production schedules;
  • material availability;
  • large or complex orders;
  • shipping carriers;
  • public holidays;
  • customs;
  • weather conditions;
  • transport disruptions; or
  • other circumstances outside our reasonable control.

A delay does not automatically give the Customer the right to cancel a custom-made order, request a refund or claim compensation.

If we specifically agree to a guaranteed delivery date in writing, different conditions may apply.

3. Shipping Costs

Shipping costs may depend on:

  • the delivery country;
  • order size;
  • product dimensions;
  • product weight;
  • number of mats; and
  • the selected or available shipping method.

Any applicable shipping costs will be shown or communicated before the order is confirmed.

Special delivery requests may result in additional costs.

4. Delivery Address

The Customer is responsible for providing a complete and correct delivery address.

Please carefully check:

  • company name;
  • contact person;
  • street and house number;
  • postal code;
  • city;
  • country; and
  • any information needed by the carrier to complete delivery.

We are not responsible for delays or failed deliveries caused by incorrect or incomplete delivery information provided by the Customer.

If a shipment needs to be sent again because the Customer provided an incorrect address, refused the shipment or was unable to receive it, additional shipping costs may be charged.

5. Changes to the Delivery Address

If you need to change the delivery address, contact us as soon as possible at:

contact@customlogomats.eu

We cannot guarantee that an address can still be changed after the order has been shipped or prepared for shipment.

If changing the address creates additional carrier or shipping costs, these costs may be charged to the Customer.

6. Tracking Information

Where tracking is available, tracking information will normally be provided after the order has been shipped.

Tracking information is provided by the shipping carrier.

Updates shown in the tracking system, including estimated delivery dates, are controlled by the carrier and may change during transport.

A delivery estimate shown by the carrier is not a guaranteed delivery time.

7. Failed or Refused Delivery

The Customer is responsible for making sure that the shipment can be received at the delivery address.

If delivery fails because:

  • nobody is available to receive the shipment;
  • the delivery address is incorrect;
  • access to the location is not possible;
  • the Customer refuses the shipment; or
  • another situation caused by the Customer prevents delivery,

the carrier may return, store or attempt to redeliver the shipment.

Any reasonable additional costs caused by this may be charged to the Customer.

Refusing delivery does not cancel the order or create a right to a refund.

8. Transport Risk

Unless we clearly agree otherwise in writing, and where permitted by applicable law, the risk of loss of or damage to the products passes to the Customer when the shipment is handed over to the carrier for transport.

This means that damage caused during transport is not considered a manufacturing defect.

Transport damage is therefore not covered by our 2-month manufacturing warranty.

Different rules may apply where a specific shipping agreement or Incoterm has been agreed in writing.

9. Checking Your Shipment

We strongly recommend checking the shipment as soon as it arrives.

Before accepting or opening the shipment, please check the packaging for visible signs of damage where possible.

After opening the shipment, check the product for:

  • visible transport damage;
  • missing items;
  • serious packaging damage; or
  • other clear delivery problems.

If there is visible transport damage, we recommend taking clear photographs of:

  • the outside packaging;
  • the shipping label;
  • the damaged area of the packaging;
  • the complete mat; and
  • the damaged part of the product.

Please keep the original packaging until the situation has been reviewed.

10. Damage During Transport

Damage that happens during shipping is transport damage and is not a manufacturing defect.

CustomLogoMats is not responsible for transport damage after the transport risk has passed to the Customer under Section 8.

If you receive a shipment with transport damage, please contact the carrier as soon as possible and follow their claim procedure.

You may also contact us at:

contact@customlogomats.eu

Where reasonably possible, we may help by providing available shipment information or other documents needed for a carrier claim.

However, providing assistance does not mean that CustomLogoMats accepts responsibility for the transport damage.

11. Manufacturing Defects Are Different From Transport Damage

A manufacturing defect is a problem that happened while the mat was being produced.

Transport damage is damage that happened during shipping.

For example:

Possible manufacturing defect:
The finished logo was produced incorrectly compared with the approved design.

Possible transport damage:
The mat or packaging was torn, crushed or damaged during shipping.

Manufacturing defects are handled under our Returns, Cancellations & Warranty Policy.

Transport damage is handled separately under this Shipping & Delivery Policy.

12. Lost Shipments

If tracking shows that a shipment may be lost, please contact us.

We may contact the carrier or provide the Customer with information needed to investigate the shipment.

Whether CustomLogoMats is responsible for the loss depends on when the risk passed to the Customer, the shipping agreement and any applicable mandatory law.

Where the risk had already passed to the Customer, the Customer may need to make a claim with the carrier.

13. Delays Caused by the Customer

We are not responsible for delays caused by the Customer.

This can include delays caused by:

  • late design approval;
  • missing artwork;
  • missing measurements;
  • incorrect information;
  • requested changes;
  • late payment; or
  • delayed answers to questions needed to complete the order.

If we are waiting for information, approval or payment from the Customer, the estimated 2–3 week delivery period will not start until everything required to produce the order has been received and approved.

If the Customer requests changes after this point and we are still able to make them, the estimated delivery time may be extended.

14. International Deliveries

Where international shipping is available, delivery times may be affected by local carriers, border procedures or customs.

The Customer is responsible for providing any information reasonably required for international delivery.

Unless we have agreed otherwise in writing, any import duties, customs charges, local taxes or other charges imposed by the destination country are the responsibility of the Customer.

Customs delays are outside our direct control and may extend the normal estimated delivery time.

15. Events Outside Our Control

We are not responsible for shipping or delivery delays caused by events outside our reasonable control.

Examples include:

  • extreme weather;
  • natural disasters;
  • strikes;
  • war or civil unrest;
  • government restrictions;
  • customs delays;
  • major carrier disruptions;
  • transport network problems;
  • material shortages; or
  • other force majeure events.

More information about force majeure can be found in our Terms & Conditions.