FAQ - How can we help you?

In order to be able to offer so many different designs , our products are produced to order via print-on-demand .
This means that your new XXL mouse pad will only be produced immediately after you have ordered it.

This results in longer shipping times compared to products kept in stock. We ask for your understanding and hope that our designs are worth this waiting time! 🩷


THE FOLLOWING SHIPPING TIMES currently apply to our XXL desktop pads:
Germany : 18-23 working days*
Austria : 22-28 working days*
Switzerland : 19-25 working days*

OTHER EU COUNTRIES:
Belgium : 19-25 working days*
Bulgaria : 15-23 working days*
Denmark : 27-30 working days*
Estonia : 15-29 business days*
Finland : 25-30 working days*
France : 22-29 working days*
Greece : 15-29 working days*
Ireland : 19-26 working days*
Italy : 20-26 working days*
Croatia : 20-30 working days*
Latvia : 13-20 working days*
Lithuania : 15-30 working days*
Luxembourg : 15-24 working days*
Netherlands : 22-28 working days*
Poland : 13-23 working days*
Portugal : 15-29 working days*
Romania : 15-23 working days*
Sweden : 30 working days*
Slovakia : 20-30 working days*
Slovenia : 13-23 working days*
Spain : 12-23 working days*
Czech Republic : 15-29 business days*
Hungary : 15-30 working days*
Cyprus : 15-30 working days*

*Shipping times are estimates and cannot be guaranteed!

We ship throughout Europe .
However, since we currently only produce via PrintOnDemand to avoid excess production, we cannot ship our XXL Desktop Pads to all European countries.

Attention: We do NOT ship to the following countries and regions:
- Albania
- French Polynesia
- Kosovo
- New Caledonia
- Reunion
- Russia
- South Africa
-Ukraine

Our products are not kept in stock, but are produced to order via PrintonDemand .

This means that each product is produced individually for you as soon as you place an order.

We use print-on-demand production because we can offer so many more different designs.

Please note that production time may vary depending on product and order volume.
You can find delivery times per country on the “Shipping costs & delivery” page.

If the carrier is unable to deliver the items due to the incorrect address, or if the package was not picked up by you by mistake, it will be returned to our standard return address and kept there for 28 days.

If your order has not been delivered, please email us promptly at support@madpadz.com

Our Madpadz cannot be exchanged as they are produced especially for you after you order.

However, if you don't like your DeskPad at all, you can return it within 30 days. Write us an email in advance
support@madpadz.com

IMPORTANT:
Be sure to include "Return" or "Return" in the subject line of your email to us so that we can prioritize your email and send you return instructions.

- Any return due to dissatisfaction must be notified to us by email to support@madpadz.com within 30 days of receipt and before returning the item.

- Claims for misprinted/damaged/defective items must be filed within 30 days of receipt of the product.
Please send an email with a description and photos of the problem to our email address above.

- For packages lost in transit, all claims must be submitted no later than 30 days after the estimated delivery date.

Before returning the item, please write us an email to support@madpadz.com and let us know the reason for the return.

Returns without prior registration cannot be processed.

In response to your return request, we will then inform you how you can return your purchased MadPad. 💕

Please DO NOT simply send the item back to us.

Please always send us an email in advance to support@madpadz.com with the reason for the return

We will then inform you of our return address by email.
Thank you very much for your understanding! 🩷

Unfortunately, we cannot issue you a free return label. You will be charged for returning an item.

The ordered item must be returned in an undamaged, perfect condition.

If the item returns damaged or dirty, you can cancel and return the order, although we reserve the right to claim a payment replacement.

If you would like to return an item that is misprinted or damaged during manufacturing, please send us an email describing the problem and a photo to support@madpadz.com .

If you have provided an incorrect address that the courier deems insufficient, the shipment will be returned to our printing company's return address.

You will be responsible for the return shipping costs once we have confirmed the updated address.

Returns cost between €5.99 and €15.99, depending on which country you ordered from.

Shipments that are not picked up will be returned to our printing company's return address.
A new shipment can therefore take a very long time because we then have to request your item from the printer and have it sent to us.

You will be responsible for the return shipping costs once we have confirmed the updated address.

Returns cost between €5.99 and €15.99, depending on which country you ordered from.

We currently offer the following payment methods:
-Paypal
- Mastercard / Visa / American Express
- Google Pay
-Apple Pay
-Amazon Pay
- Klarna

Please note: refusing to accept the package does NOT trigger an official cancellation and you will not receive a refund.

If you refuse acceptance, the item will be sent to our printing company's return address. Your order will be stored there for 28 days. After that, a new delivery is no longer possible.

To request a refund, you must send us a cancellation of your order by email to support@madpadz.com and the item must be returned to us undamaged.

The exchange, return and therefore also reimbursement of individual, personalized items is excluded.

If you still receive a damaged or incorrect item by mistake, please proceed as follows:

1. Write us an email and describe the problem
2. Add a photo of the damage or problem
3. You must notify and contact us within 30 days of receiving the damaged or incorrectly delivered item.

No, we do not currently have our products in stock. Our Madpadz are produced especially for you directly after you order.
This way we avoid overproduction and can offer our many different designs.

Every item that is ordered is produced personally for you.

This allows us greater flexibility.

Please note that due to this type of production we have longer shipping times. 🩷

In order to be able to offer so many designs, we have to resort to PrintOnDemand production. It allows us to produce our products individually to order, as we currently cannot store so many different desk pads.

Why are we doing this? Diversity is important to us.
#DesignHeaven🩷
Your patience will pay off - promise! 🥰💫

Furthermore, print-on-demand production is more sustainable than stock production . In this way, we minimize the waste of materials and resources and thus protect the environment.

You can reach us by email at support@madpadz.com or via our contact form Monday - Friday between 11 a.m. and 7 p.m.

We strive to answer all inquiries as quickly as possible and to help you with any questions or problems.

You can find the contact form on our website under the menu item “ Contact ”.

We usually respond to you within 48-72 hours on weekdays.
We look forward to hearing from you! 🫶🏻🩷