FAQ

ORDER INFORMATION

When you order a custom mousepad from us, you will receive an update email with the order dispatched status within 1-5 working days of receiving your order confirmation email. This message will include a tracking number so you can follow the delivery of your custom mousepad.

Of course! As long as your order isn’t already in production, we will accept the design and correct the order. If you need to change the custom mousepad stitching colour or anything else, please just email the new design or information to info@strumace.com as soon as possible.

If you want to cancel an order, please let us know right away. It is not always possible to cancel an order for a custom mousepad if we have started production on your order, unfortunately there is nothing we can do.

ABOUT OUR MOUSEPADS

All our custom mousepad products use a micro-woven cloth for ultimate glide and precision, along with a rubber base that has a grip texture to prevent movement. We want our customers to have the best possible experience, so every day we are working to innovate and improve the materials we use. This means they may change in the future, but you can always be assured of the performance of our custom gaming mousepad and other products.

We are always trying to give our customers the best experience, so we have carefully researched the custom mousepad market to handpick the most popular sizes and colours. We currently offer small mousepad, large mousepad, extended small mousepad, extended medium mousepad, extended large mousepad and extended max mousepad. However, if you feel like we need to add more options, please don’t hesitate to email us at info@strumace.com. If you’re not happy, we’re not happy!

Luckily, when your custom mousepad is dirty, you don’t have to worry about having to replace it. Just wash your mousepad by hand with soap, or with detergent in a washing machine on low heat, and leave it to dry in fresh air. Your mousepad will be brought back to life in no time, and your custom mousepad stitching colour will be returned to its original glory!Check outour in depth blog about keeping your mousepad in the best condition.

Currently our in-house production is based in the UK. In the future, we will be expanding our operations and intend to have offices in both Europe and America to reduce shipping rates and costs to all our customers worldwide.

ABOUT YOUR DESIGN

We are happy to print any design you submit on your custom gaming mousepad as long as you understand you are under full responsibility. By way of a disclaimer, you must confirm that you have the rights to use the image in any design you upload. We will not be held liable for copyright infringement. 

Images and wallpaper with a resolution of 1080p will have the minimum level of detail we recommend when submitting a design (1920 x 1080 pixels). For more details or if you’re unsure please check out the image guidelines. If you’re still not sure, please email us at info@strumace.com. We are always happy to assist, especially when choosing the right quality of image for your custom mousepad.

If you are having problems with the image for your custom mousepad, please don’t hesitate to reach out to us at info@strumace.com. We will get in touch and sort out any issues. Your problem is our problem, and we’ll aim to fix it together.

SHIPPING POLICY

No matter where you are in the world, we can get a custom mousepad to you! We are working around the clock to improve shipping rates worldwide, too – we want you to enjoy everything from a custom small mouse mat to a custom extended max mousepad at a price that is right. Our service, just like our products, is impeccable.

Production of a custom mousepad normally takes up to 1-5 days. Orders to addresses in the UK and Ireland usually arrive within 3 working days once dispatched. For worldwide destinations, please allow up to 10 working days from dispatch for your order to arrive.

Don’t worry! Just send an email to info@strumace.com and we will work with you to figure out why you have not received the order, and then come up with a solution for getting your custom mousepad to you. If your order gets lost, we will send a replacement as soon as possible, at no extra cost.

RETURNS AND EXCHANGES

If your custom mousepad product is faulty, please drop us an email at info@strumace.com. In the body of the email, please provide your order number, name, and address, along with images of the packaging and product. All returns and exchanges are handled on a case-by-case basis. We will use the images you supply to help determine how to handle the situation, always with your best interests at heart.

You have 30 days from the date the custom mousepad is ordered. After the 30 days has expired, we can no longer take any responsibility for any damage caused to the item. Your custom mousepad should always arrive in perfect condition, so please let us know as soon as possible if there are any issues to be resolved.

Unfortunately, we do not provide returns and exchanges on sale items due to the price already being reduced.

For more information about refund and return policy click here.