Frequently Asked Questions
Find fast solutions to frequently asked questions.
Artisans
What is an artisan mousepad?
Where art meets precision. An artisan mousepad combines premium materials, smooth control, lasting comfort, and unique artwork to elevate every movement and every desk setup.
How do I clean my artisan mousepad?
To clean your artisan mousepad, we recommend using a gentle soap, such as Safeguard or a mild dishwashing liquid. Be sure to rinse the surface thoroughly to prevent white spots, which can occur when soap or detergent residue remains and dries on the surface.
Please avoid using bleach-based products.
Are artisan mousepads suitable for all types of mice?
Yes, artisan mousepads are designed to work with all types of mice, including optical and laser mice, offering smooth glide and precise tracking.
Orders
How to Check My Order Status?
After placing your order, you'll receive a confirmation email containing a link to your order status page.
Is it Possible to Change or Cancel My Order?
You can cancel your order within 3 hours by contacting us directly. Our customer service team is available Monday through Friday.
What payment methods do you accept?
We accept Gcash, Visa, Mastercard, Local Bank Transfer. If you encounter any related issues, feel free to contact our support team with your questions or concerns.
Shipping
When will my order be shipped?
We process and ship most packages within 24-48 hours depending on the quantity of order.
How long will shipping take?
We offer domestic shipping services to various regions within the Philippines. Please find below the estimated delivery times for different areas:
Domestic Standard shipping within 3 to 7 business days
Metro Manila: 1 to 3 business days
Luzon: 2 to 4 business days
Visayas: 3 to 6 business days
Mindanao: 3 to 7 business days
My package arrived damaged.
Please contact our support team with your concern by providing your order id #, photos, videos of the damage. Our team will investigate the issue and ensure you receive a replacement.
My package is missing.
Please contact our support team with your concern by providing your order id #. Our team will investigate the issue and ensure you receive a replacement.
How can I find my tracking number?
Once your package has shipped, you'll receive a shipping confirmation email with your tracking information and a link to the tracking page. If you haven't received this email after a few days, please check your spam folder. Feel free to reach out to us, and we'll be happy to provide an update!
Do you offer international shipping?
We offer worldwide shipping!
If you're having trouble completing your checkout, contact our support team and provide your full address details.
What is the cost of international shipping?
Shipping costs vary depending on your location. You can view the exact shipping fees during checkout.
Am I required to pay import duties or taxes?
Yes, all customers are responsible for paying any applicable taxes or import duties on their order. These charges are typically collected by the carrier. Please note that we have no control over these fees, as they are imposed by your government.
Returns
What is your return policy?
RETURNS, REFUNDS & EXCHANGES (PHILIPPINES ONLY)
Your satisfaction matters to us. We accept eligible return, refund, and exchange requests within 14 days of delivery.
Eligibility & Conditions
- Items must be unused, in their original condition, and with their original packaging for standard returns.
- Customers are responsible for return and exchange shipping costs for voluntary requests, including size changes.
- For defective products or incorrect items sent by Macveth, we will cover the necessary return shipping costs and provide an appropriate resolution.
- Purchases made through Shopee, Lazada, or TikTok Shop must follow the respective platform's return procedures.
For assistance, contact macvethartisandeskmat@gmail.com with your order number and concern. Your statutory consumer rights remain protected.
Please refer to our Return & Refund Policy for complete details.
DELIVERY & SHIPPING
Delivery dates are estimates and may vary due to courier operations, weather conditions, holidays, and other circumstances beyond our control.
We recommend verifying your shipping information before checkout to help prevent delays or unsuccessful deliveries.
For estimated delivery times, please refer to our Shipping FAQs.
INTERNATIONAL SHIPPING
Currently, Macveth Artisan Deskmat ships within the Philippines only. International shipping is not yet available.
We appreciate your interest and look forward to expanding our delivery coverage in the future.
Will I receive a refund?
Once the package is received and inspected, the refund amount will be directed to your original payment method within 24-48 hours.
Is it possible to get a replacement or design exchange?
Please contact our support team with your concern by providing your order id #. Our team will assist your concerns promptly.
Artisan Restocks
When will the item be restocked?
Although we strive to keep our bestsellers Artisans in stock, high demand means we can't always guarantee availability. Restocks usually occur 30Days after a product sells out.
How can I be notified when the item is restocked?
The best way to ensure you don’t miss out on a restock is to liked and follow our official FB page for updates. This will notify you within minutes of the restock, giving you the best chance to get the product you want.