Frequently Asked Questions

Please allow 5–6 business days for us to prepare your artwork, print your mousepad and dispatch your order. Shipping time is additional. If your artwork needs clarification or your design is awaiting approval, we’ll contact you about the next step.

Our store prices are in United States Dollars (USD). If you pay in another currency, your payment provider or card issuer may convert the charge and apply its own exchange rate or fees.

International orders may be subject to import duties, tariffs, VAT/GST, and customs clearance, brokerage or disbursement fees charged by customs authorities or carriers. Unless a charge is expressly included or collected at checkout, or we agree otherwise in writing, you are responsible for applicable import charges that are lawfully payable by the recipient. Shipping charges exclude these fees unless expressly stated otherwise. Any charges that Specter Labs is legally required to collect or bear remain our responsibility.

Specter Labs does not pay or reimburse import charges collected by customs authorities or carriers, except where required by law, agreed by us in writing, or where the charges result from our error. This does not limit any refund due from us for amounts we collected. If you receive a demand for a charge already collected by us, contact support@specterlabs.co with your order receipt and the customs or carrier notice so we can investigate.

See our Shipping Policy and Terms of Service for details.

We’ll email you a tracking link when your order ships. Use that link for shipment updates. If you haven’t received a shipping confirmation after our usual 5–6-business-day processing window, check your spam folder, then contact support@specterlabs.co with your order number so we can check its status.

Your order confirmation is sent automatically after checkout. Please check your spam and promotions folders. If you still can’t find it, email support@specterlabs.co with your name, the email used at checkout and your order number, if available, so we can look it up.

Choose your mousepad size and thickness, then upload the highest-resolution original image you have using the upload control on the product page. Our professional design team will review and prepare it for print at no extra charge. Add any layout instructions before checkout. If the file won’t upload, contact support@specterlabs.co or send a cloud-download link to the original. You don’t need to resize or upscale the image yourself. A higher-resolution source generally gives us more detail to work with; if we have concerns, we’ll contact you.

Upload your original image as-is and add this note to your order: “Please adapt to the mat size without cropping; send for approval before printing.” Our designers will assess how the image can fit your chosen size. If keeping the full image requires a different layout or image extension, we’ll review the options with you. You can also email the original and your preferred mat size to support@specterlabs.co before ordering.

We ship to many international destinations. Available shipping options and prices depend on the delivery address and will be shown at checkout. We do not currently ship to India or Pakistan. If your destination has no shipping option, contact support@specterlabs.co before ordering.

To find out the shipping cost, please input your shipping information at checkout and the system will calculate it for you. It depends on the destination country, size, thickness and quantity of deskmats you are getting. 

Depending on the destination and shipping arrangement, applicable duties and taxes may be included in your order total or collected at checkout, or customs or the carrier may request payment before clearance, on delivery, or afterwards. Review your checkout breakdown and any customs or carrier notice. Carrier clearance or brokerage fees may be separate. If a charge has already been collected by us, send your receipt and the notice to support@specterlabs.co so we can investigate a duplicate demand.

Please contact us before refusing a shipment because of import charges. Refusing delivery or declining to pay properly disclosed import charges does not, by itself, establish a right to cancel an order or receive a refund. We will assess any refund under our Refund Policy, applicable law, and the confirmed return or other disposition of the shipment. Where legally permitted, a refund may be reduced only by reasonable, documented return shipping, customs or handling costs that we actually incur because of the refusal. These deductions do not apply where the refusal is justified by our error or where prohibited by law. We will not delay a refund beyond any applicable legal deadline.

Nothing in these provisions excludes or limits any mandatory consumer rights or any obligation that applicable law places on Specter Labs.

Shipping time is additional to our usual 5–6-business-day processing and dispatch window. Transit depends on your destination and the service you select. Check the delivery estimate shown for your shipping option at checkout. Standard and express services have different estimates. Customs processing and carrier delays can affect international delivery. Estimates are not guaranteed; your mandatory rights relating to late or failed delivery remain unaffected.

We print and dispatch our mousepads from Clermont, Florida, USA.

We use USPS, UPS, DHL Express and Asendia USA, depending on the destination and shipping service. International parcels may be handed to a local delivery partner. The tracking link in your shipping confirmation will show the carrier handling your shipment.

If your mousepad arrives damaged, defective or not as described, contact support@specterlabs.co within 30 days of delivery. Include your order number, photos and a description of the issue. Our team will assess it and arrange corrective action at no cost for qualifying issues. See our Refund Policy for details. This does not limit your mandatory consumer rights.

Because our mousepads are custom-made, they are not eligible for change-of-mind returns or exchanges. If your item arrives damaged, defective or not as described, contact support@specterlabs.co within 30 days of delivery with your order number, photos and a description. Qualifying issues may be resolved with a replacement or refund under our Refund Policy. Your mandatory consumer rights are unaffected.