Q: How long does it take for the order to be processed?
A: It takes 3-7 business days to process an order. Higher image quality helps to ensure faster order processing time.
Q: In what currency are the prices?
A: We ship our mousepads globally, so the prices are in United States Dollars (USD). Your bank will automatically do the currency conversion if needed when you submit the payment for your order.
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 you don't have your favorite picture in Ultra HD resolution - don't worry, we use special image resizing software to blow up lower resolution images without a loss of quality.
The original color of the fabric is white. It helps to preserve the vibrant colors of your images. Please avoid images with too much of white color, on our end they harder to print; on your end any dirt the pad collects during use will be clearly visible.
2) There's a "Choose File" button above the "Add to Cart" button on the product page, use it to upload your image. After uploading your image a special cropping tool will open where you can choose an area of your image for printing. Wait for the file name to appear before proceeding.
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!
Q: My image is getting trimmed/cropped in the cropping tool, and I am trying to fit the entire image on the mousepad. What should I do?
A: This issue is usually the case when the height to width ratio between your image and the size of the mousepad you picked do not match. We have a few methods up our sleeve to make the images fit better, but we need to see the image to see if it is something that we can work with. Please email it to us at email@example.com along with what size mousepad you are trying to fit it to, we will be happy to take a look and see what we can do.
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 at firstname.lastname@example.org or here with your first and last name and shipping address and we will get this resolved for you.
Q: How do I check the status of my order?
A: Upon placing your order, please allow up to 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 Status 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 Status page after 6 business days, please contact us and we will take a closer look what might have caused the delay.
Q: Do you ship Internationally?
A: Yes! We ship worldwide with exception of select few countries and ensure that every advanced PC user has an enjoyable shopping experience with us.
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. Customers in United States get our products shipped domestically to them, shipping time is 2-8 days. Australia and New Zealand 20-30 days, Canada up to 30 days. Countries like Brazil, where local postal services are slow, may take 30-45 days. If you require a faster shipment, please choose the Expedited Shipping option if it is available for your country. Expedited shipping is fulfilled by DHL, TNT, Aramex or FedEx and takes 5-10 days, depending on the destination country.
Q: Where is my order shipped from?
A: We ship orders from two locations. Our main factory is located in Orlando, FL. All US, AU, Singapore, New Zealand orders are shipped from Orlando, FL. The second factory is located in Guangzhou, China. There we make our pads for orders from Europe, Asia and some island countries.
Q: What carriers do you use to ship my order?
A: We use the United States Postal Service, UPS, DHL eCommerce and ePacket, among other providers, the choice depends on the destination country. To keep shipping rates down we compare costs between these carriers and ship the most efficient way. Expedited shipping is fulfilled by DHL Express, TNT, Aramex or FedEx.
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 provider is Stripe, which is the best in this business, we use their service to securely process all the financial transactions.
Q: Does Specter 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 email@example.com or use the contact us form to get in touch with us. We'll do all we can to ensure your best shopping experience.
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.
Q: The tracking number to my order stopped updating, what happened?
A: If you're buying from outside of the U.S., 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 at firstname.lastname@example.org with your order or tracking number.