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Frequently Asked Questions (FAQ)
Do you do art work?
Yes, please coordinate with customer support analyst with specifications and our design team can help you with design of custom art work. Most of our artwork is complimentary.
Can I use copyrighted or licensed material on my goods?
Madi Decor never infringes on copyright knowingly and has no responsibility towards copyright liability or infringement when executing orders. The customers are solely responsible to obtain required permissions and authority for logo, trademarks and other copyrighted material.
Can I order a sample?
It is always advisable to order a sample if you are unsure of the final product or if this is your first order. Customer pays for the shipping of the sample. Contact customer support analyst for more information.
We offer free email proofs.
Can I cancel or change my order once it is placed?
Once we receive your order, our team goes to work on artwork, design, screen setting, customizing, raw material procurement and cutting etc. That is why we need to add a cancellation charge – the amount will vary – please ask customer support analyst for the cancellation charges. Madi Decor also cannot guarantee that you will be able to cancel an order. We thank you for understanding that once an order enters the full production cycle, we are unable to cancel or make any changes to the order.
Can I pay for rush shipping?
Yes, we can arrange for rush shipping at your cost. You may also choose to use your own shipping and freight forwarding agent if you so choose. Please discuss with customer support analyst.
What about delivery dates?
At the time of order confirmation or acceptance of sample orders, customer support analyst will provide an estimated date of delivery. However, there may be external factors beyond our control, like, but not limited to geopolitical episodes, overseas holidays, natural disasters, logistics or customs issues and or other unforeseen circumstances which can lead to a delay in delivery date. Customer support analyst will advise you about any situation that may arise.
My products are not exactly similar to each other.
As per universally accepted norms of manufacturing, there may be slight inconsistencies within a production batch of an order with respect to material, dye-color, shape, print or dimension etc. A deviation of plus or minus 3% is within acceptable range of manufacturing practice. Although process controls and inspections at factory are carried out during production cycle, there is no guarantee of a 100% consistency. Items within this standard variation range may not be eligible as deemed defective, unusable or for returns specially for custom printed orders.
What if my products have issues?
In case of deviations, inconsistencies or variations outside of the 3% range, a ticket will be opened based off an email sent by customer to our Support Team. Tickets can be opened only until 3 days from date of receipt of goods by customer.
All necessary evidence, photos, responses etc. have to be forwarded via email to our Support Team. We launch an investigation, and if found valid after presentation of evidence and our due diligence process of verification, we will take corrective actions like issuing credit and replacement order.
Madi Decor will determine the extent of credit, if any, within 10 days of opening ticket and applicable refund will be issued.
What is your return policy?
If there is a problem with your order, please contact us immediately to open a Customer Service Ticket.
We do not accept returns for any custom items. Blank items can be returned with a valid RMA.
Unfortunately we cannot refund the original shipping cost that we paid to our forwarder to ship the products to you and we do not provide the cost of return shipping for the blank, unprinted products. Returns over $200 may be subject to a 20% restocking fee plus applicable charges. For blank items, Madi Decor will advise on how and at what location the goods need to be returned. Returned goods must be in unused condition in original packaging.
Madi Decor is a purpose and mission-driven company, focused on promoting value-based, sustainable, green, easily recyclable products. We humbly and graciously take pride in our personalized service, budget-value products, customer satisfaction, and take all necessary measures to meet our customers’ expectations in a honest and professional manner. We take any issue seriously and work hard to resolve those in line with our company policy guidelines.
What if my packages are damaged in transit?
Although great precautions are taken during the packaging of each order, breakage or damage of merchandise can still occur due to factors outside of our control during the shipping process, be it via ocean or air or ground. Madi Decor aids with arranging shipments by working with professional and experienced freight/cargo forwarders and is not liable for damages or breakages during the in-transit period from factory to door. In order to replace any broken/damaged products, we now offer optional shipping insurance coverage, subject to adequate proof of damage provided within 2 days from receipt of goods.
For any other questions, please send us an email at info@madidecor.com