FAQ
FAQ
Q: How long does it take for the order to be processed?
A: It takes 3-5 business days to process an order. Higher image quality helps to ensure faster order processing time.
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Q: In what currency are the prices?
A: We ship our mousepads globally, so the prices are based on your home country. Your bank will automatically do the currency conversion if needed when you submit the payment for your order.
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Q: Is customs/duty/VAT included in the listed prices?
A: Our prices do not include duty/tariff/VAT or any other potential fees that might be collected by your country's customs. You can check the rates by contacting your local customs office.
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Q: How do I order a mousepad on your website?
A: There are several guidelines to follow for the best and the fastest result:
1) Pick an image for your mousepad:
Minimum Image Width is 1920px, the higher resolution image you provide the better the result will be. For Ultra Wide mousepads, we suggest choosing a Dual Screen wallpaper for printing to avoid cropping too much of the detail. If you're proficient in design, you can make your own image.
If your image quality is not good enough, we would just contact you with our concerns and offer to change the image.
2) There's a "IMAGE GUIDELINES - MUST READ" button above the "Add to cart" button on the product page. This button shows you the exact instructions needed for your image. Read these instructions carefully before uploading your file by clicking on the "Choose File" button above the "Add to Cart" button.
Although our website supports mobile devices we don't recommend uploading images from your phones and tablets. Some mobile devices reduce the resolution of the images before uploading. We'll let you know if we received a bad quality image.
3) Place an order by clicking on the "Add to Cart" button, then go to your cart section an click the "Check Out" button. Fill in your shipping and billing information and we'll have your mousepad printed and shipped to you as soon as possible!
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Q: I recently made a purchase, but got no email receipt or order confirmation. What should I do?
A: The order confirmation email is automatically generated and is sent out once you place your order. However that email could get filtered out into spam/promotions folder by the email service provider, please check there. If you still cannot find it, most likely there is a typo in the email you provided us with, please contact us here or at info@phantommousepads.com with your first and last name and shipping address and we will get this resolved for you.
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Q: How do I check the status of my order?
A: Upon placing your order, please allow up to 3-5 business days to have your order processed. Our graphic processing team uses most of this time to improve on the quality of the image you provide us with and prepare it for production. Once you order has been shipped, you will receive a tracking number for your order via shipping confirmation email. You may also come back to our website at any time and visit our Order Tracking page to find your real-time update on your shipment. If you did not receive your tracking number or have no updates under our Order Tracking page after 6 business days, please contact us and we will take a closer look what might have caused the delay.
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Q: Do you ship Internationally?
A: Yes! We ship to many countries around the world, with exception of select few countries and ensure that every PC and gaming enthusiast has an enjoyable shopping experience with us. List of countries we ship to: Netherlands (domestic), Belgium, Germany, Sweden, Portugal, Malaysia, Brazil, Mexico, Argentina, Saudi Arabia, Chile, Turkey, United Arab Emirates, New Zealand, Singapore, Greece, Spain, Israel, Cyprus, Hong Kong SAR, Bulgaria, Austria, Bangladesh, Croatia, Czechia, Denmark, Estonia, Finland, France, Hungary, Iceland, Indonesia, Ireland, Italy, Japan, Latvia, Liechtenstein, Lithuania, Luxembourg, Moldova, Netherlands, Norway, Poland, Slovakia, Slovenia, South Korea, Switzerland, Thailand, United States, Canada, Australia, United Kingdom,.
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Q: How much does the shipping cost?
A: The shipping is free worldwide.
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Q: How long does the shipping take?
A: Depending on your country the shipping may take as low as 5 days and as long as 30 days.
Usual shipping time is 1 week to 2 weeks. You are able to see the shipping time in your country when ordering a product, in the “shipping” tab.
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Q: Where is my order shipped from?
A: All of the orders are shipped from our printing lab in China.
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Q: What carriers do you use to ship my order?
A: We use different Postal Services. The postal service depends on the destination country. To keep shipping rates down we compare costs between these carriers and ship the most efficient way.
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Q: Is your website secure with my personal information?
A: Absolutely! Our web-site uses SSL security to ensure all your personal information is encrypted. We do not have full access to, nor do we store your credit card information. Our online payment gateway providers are Shopify payments and PayPal, which are the best in this business, we use their service to securely process all the financial transactions.
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Q: Does Phantom Mousepads provide a quality guarantee for all the products being sold?
A: Definitely! If you find your product to be damaged or defective upon receipt, contact us immediately! Please send the product photo and the area of concern to info@phantommousepads.com to get in touch with us. We'll do all we can to ensure your best shopping experience.
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Q: Do you offer a refund if I don't like the product?
A: Refunds and replacements are an option if the product you received does not meet the quality standards or is found to be defective. Please visit our Refund policy page for complete details.
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Q: The tracking number to my order stopped updating, what happened?
A: If you're buying from outside of the EU, it is typical for international postage not to show many tracking updates while the package is in transit. Especially this becomes evident once a package gets 'handed to airlines' or any other similar departure scan, because postal services across the world rely on commercial airlines to haul postage. Airlines do not provide tracking updates, and there could be no tracking updates until the package goes through a number of transit countries/flights to get to the destination country with a new tracking entry becoming available only when the local postal service sorts and scans the shipment in their international sorting center. We will be happy to give you some guidance on where your package is and what to expect if you reach out to us here or at info@phantommousepads.com with your order or tracking number.
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