Return Policy

It is our mission as a company to make sure that our customers are 100% satisfied with our quality product offerings and superior customer service. If you have any questions or issues with your order please don’t hesitate to call our customer service associates. You can help us out by reading your confirmations carefully before your mat is shipped to ensure that your personalizations are exactly as you want it.

Please note: Any returns or refunds are contingent on the mat being used in the way it was advertised. For example: Our Luxury Coir and Le Jardin mats should be in a protected entranceway and not exposed to direct sun and elements. Also, our handwoven coir mats will shed loose fibers, especially in the early weeks. This is normal and not a defect. Shaking and vacuuming the mat will help.

Residential mats for your home

Non-Personalized Mats

Not related to wear and tear

If you are not satisfied with your non-personalized mat, give us a call at 800.899.0620. We will tell you an address to ship the mats, and we will be happy to refund the cost of the mat upon receipt. The mats must be unused and in the original packaging.

End result is that we can
1) Refund the cost of mat minus shipping or
2) Offer you a credit of the mat plus shipping toward any other mat on our site.

Related to wear and tear
***Please note: Any returns or refunds are contingent on the mat being used in the way it was advertised.****

 If you believe your doormat did not hold up well over a reasonalble amount of time, please take a digital picture of your doormat and email it to customerservice@personalizeddoormats.com within 120 days (4 months) of receipt of mat. If it is an aluminum mat or plate, these are warranted for a full year. Please let us know your order number and any pertinent information in the email like the location of the mat (covered entrance, open entrance, or indoors)

 End result is that we can
1) determine this to be a production error and we will send you a new (identical) mat at no charge.
2) find this to be an issue not covered under our return policy we will contact you with suggestions on what might work best for your situation.

Personalized Mat

Not related to wear and tear

If you believe there is an issue with the quality, construction or personalization of your mat please take a digital picture of your doormat and email it to customerservice@personalizeddoormats.com within 30 days of receipt. We do not ask for the mat to be returned, however we need to see a picture to use for training and documentation.

End result is that we can determine this to be a production error we will send you a new (identical) mat at no charge.

Related to wear and tear
***Please note: Any returns or refunds are contingent on the mat being used in the way it was advertised.***

 If you believe your doormat did not hold up well over a reasonable amount of time, please take a digital picture of your doormat and email it to customerservice@personalizeddoormats.com within 120 days (4 months) of receipt of mat. If it is an aluminum mat or plate, these are warranted for a full year. Please let us know your order number and any pertinent information in the email like the location of the mat (covered entrance, open entrance, or indoors).

 End result:
1) If we determine this to be a production error we will send you a new (identical) mat at no charge.
2) If this is an issue not covered under our return policy we will contact you with suggestions on what might work best for your situation.

Custom logo mats

Not related to wear and tear

If you believe there is an issue with the quality, construction or customization of your mat please take a digital picture of your logomat and email it to customerservice@personalizeddoormats.com within 30 days of receipt. Depending on the mat you purchased there are slightly different ways that we handle returns. With that in mind you will need to contact us at 800.899.0620 so we can let you know the next steps.

End result:
If we determine this to be a production error we will send you a new (identical) mat(s) at no charge.

Related to wear and tear
***Please note: Any returns or refunds are contingent on the mat being used in the way it was advertised.***

If you believe your doormat did not hold up well over a reasonable amount of time, please take a digital picture of your doormat and email it to customerservice@personalizeddoormats.com. Please let us know your order number and any pertinent information in the email like the location of the mat (covered entrance, open entrance, or indoors) so we can determine if this is just not the right mat for your current situation. Most of our custom mats come with a 5 year wear warranty. This covers normal wear and tear so long as the mat is used as it was intended, i.e. if the mat is designed for indoor use it must be used indoors to qualify for the 5 year guarantee.

 End result:
1) If we determine this to be a production error we will send you a new (identical) mat at no charge.
2) If this is an issue not covered by the 5 year guarantee we will contact you with suggestions on what might work best for your situation.