FREQUENTLY ASKED QUESTIONS

RETURN/EXCHANGES & REFUND POLICY

 

Any claims for incorrect size, damaged/defective items must be submitted within 30 days after the product has been received. You will receive a full refund within 5 business days.

 

For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.

 

Returned by the shipping carrier
 

If the carrier is not able to deliver the items to the provided address, they will return them to us. Most commonly it’s referred to as the ‘wrong address’. It happens if the address provided is considered insufficient by the courier. Be extra careful with apartment numbers and zip codes! Don’t leave them out and double check the digits. You can use a simple tool like the USPS ZIP code lookup to make sure that the city in the address matches the zip code.

 

Another reason items are returned by the carrier is that they were ‘unclaimed’. If you do not collect the item at the local post or a different pickup location, it will be returned. In most cases, the shipment will be returned to our facility as it is the default return address.

 

We’re doing the best we can to avoid any incorrect sizing issues by adding the garment size specifications to each product. You can view them by going to our products and pricing page, choosing a product, then clicking “product description”.

 

RETURN POLICY
 

All returns must be accompanied by a Return Authorization Number (RMA) (Return Merchandise Authorization), processed by our Customer Service Department. Items returned without an RMA number, will not be processed.

We hope that you're pleased with your item, however we do understand that you may need to return goods to us. Please note this return policy applies only to purchases made directly through CartoonMarix.com. If you find that your item is faulty on arrival, then you are entitled to a replacement or a refund within 14 days from the date of purchase. If you wish to return a product for other reasoning, we will accept unused and unopened products within 14 days from the date of delivery with a 15% restocking fee. Shipping costs will not be reimbursed with any returns. Please contact us for returning guidelines.

This is often the quickest way to have a fault resolved. Where any faulty goods are to be returned to us, then please contact us for returning guidelines.

If you discover that your item purchased from the Cartoonmatirx.com website is visibly damaged on arrival, please contact us immediately with details of the damage. This will help us considerably in raising the matter with our appointed courier. Once the damaged goods have been received back into our warehouse, then we will replace them. All missing and incorrect items must be reported within 72 hours of delivery. Once the damaged or incorrect goods have been received back into our warehouse, then we will replace them accordingly. Please contact us for returning guidelines.

In the event that your order from the Cartoonmatrix.com website was duplicated by mistake, then please notify us as soon as possible for returning guidelines.

RETURNING GUIDELINES

Step 1

Please get in touch with our Consumer Relations Team at 323-425-9158. We will assist you with the RMA process to see if your issue can be resolved.

Step 2

If the troubleshooting steps we go through do not resolve your issue, we will be more than happy to assist you by issuing you an RMA (Return Merchandise Authorization). We will send the RMA number to your email address. You will need to send the incorrect item back to us, with proof of purchase as well as a photo.

VERY IMPORTANT

We are going to need the tracking number of your return from (USPS, FEDEX, UPS, etc). Once you have acquired a package tracking number, make sure to email us the tracking number as soon as possible. (Note: When shipping back, if asked for description (Electro Thermic Appliance), value of product ($10.00), this will help move your package a lot faster). Do not send your item to us until we issue you an RMA number.

Step 3

Once we receive your item, we will get back in contact with you and advise you that your item has been received. Your item will be reviewed, and if deemed faulty, we will then send you a replacement to the address you provide.

SHIPPING CHARGES

You will be responsible for shipping to us (we suggest you insure the package and record the tracking number). We will cover the cost of shipping for your replacement back to you. If international, customs and duties fees may be incurred and are the responsibility of the buyer.

If you have any additional questions or concerns regarding your purchase, feel free to contact us or call us at 323-425-9158.

PLEASE PROVIDE THE REASON FOR YOUR RETURN

  • Wrong Address - If an address is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you.

  • Unclaimed - Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment.

  • Returned by Customer - Please contact us before returning any products. Explain Cartoon Matrix RMA process.

  • Notification for EU consumers: According to Article 16(c) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for the supply of goods made to the consumer's specifications or clearly personalized, therefore we reserve rights to refuse returns at its sole discretion.
     

CARE INSTRUCTIONS:

In order for you to prolong the life of your custom print, we suggest following the care instructions below:

Machine wash cold, inside-out, gentle cycle with mild detergent and similar colors. Use non-chlorine bleach, only when necessary. No fabric softeners. Tumble dry low, or hang-dry for longest life. Cool iron inside-out if necessary. Do not iron decoration. Do not dry clean.

Be wary of washing and drying on a high setting, especially when the garment is 100% cotton. High-temperature washes can fade and crack the print, and a high-temperature dryer settings can shrink the garment, as well as damage the print.

Sublimation apparel can be washed at any temperature setting without affecting quality. But we recommend washing with like colors, as the polyester fabric may make colors run. High temperatures during washing and drying may shrink the fabric.

 

SIZE CHART CLICK TO DOWNLOAD

SHIPPING INFO:

Speed and price depends on product type and destination. It can get a bit confusing, that's why we've made these tables to help you out.

97.66% of our orders are shipped within 5 business days. More than a half of our orders are shipped within 3 business days or less.

 

Delivery Times:  

OVERNIGHT, EXPRESS, STANDARD, ECONOMY

1 business day, 1-3 business days, 3-5 business days, 5-8 business days