Shipping Policy

This Shipping Policy applies to all orders placed through Matpause, operated by Baltruschat Carpet GmbH.

1. Fulfilment and Warehousing Address
   To ensure complete supply chain integrity and quality control, all orders are processed, securely packaged, and dispatched directly from our proprietary fulfillment facility:
   Baltruschat Carpet GmbH
   Am Leveloh 3 – 7
   45549 Sprockhövel
   Germany
2. Order Processing Time
   Orders are officially processed within 1–3 working days. Processing includes secure payment and order verification, comprehensive visual product inspection, and handover to our authorized international carriers.
3. Shipping Methods and Carriers
   Shipments are handled exclusively through premium, established international logistics providers, including DHL, FedEx, and UPS, ensuring reliable tracking and secure transit routing conditions depending on the destination.
4. Delivery Timeframes

• The estimated delivery time is generally 5–10 working days following dispatch.
• Delivery timeframes are provided as standard operational indicators and may occasionally fluctuate depending on regional customs procedures, exceptional carrier operational constraints, or localized delivery conditions.

1. Live Tracking Information
   Once an order has been successfully dispatched, comprehensive tracking information is systematically rendered and sent via email to the address provided at checkout. Customers are provided with electronic updates at key milestones of the transit process, including dispatch confirmation and real-time carrier progress tracking.
2. Delayed or Lost Shipments
   If a shipment exceeds the standard expected delivery timeframe, an immediate internal review will be initiated in direct coordination with the relevant carrier. To secure our customers against transit risks, Baltruschat Carpet GmbH fully guarantees the resolution of officially lost shipments, including prioritized product replacement or a full financial refund.
3. Undeliverable or Returned Shipments
   In cases where a shipment cannot be successfully delivered due to incorrect or incomplete delivery address information provided by the customer at checkout, or multiple unsuccessful delivery attempts, the package may be safely returned to our fulfillment location. Upon secure return and verification, customer support will contact you immediately to coordinate reshipment or issue a standard refund minus applicable carrier return shipping costs.
4. Customs, Taxes, and Import Transparency
   To ensure complete pricing transparency and a seamless customer experience, all orders destined for the European Union and the United States are processed under a standard tax-inclusive/Delivered Duty Paid (DDP) framework wherever operationally permissible. Customers in these regions will not be subject to unexpected import processing fees, customs clearance charges, or additional duties upon arrival at the destination boundary. Any regional administrative customs procedures are fully managed internally by Baltruschat Carpet GmbH in compliance with destination country frameworks.
5. Contact
   For any shipping-related enquiries, logistics tracking, or delivery assistance, please contact:
   Email: carpet@matpause.com
   Telephone: +49 2327 4128765
   Address: Am Leveloh 3 – 7, 45549 Sprockhövel, Germany