Last Updated: December 2025
Your happiness matters to us. Our products are made with care and precision, and our goal is to make every experience smooth and fair.
This policy explains what can be returned, what cannot, and how we handle concerns with your order.
Standard Non Custom Products
Standard products may be eligible for return within a designated return window.
To qualify
• The item must be unused
• Clean and in original condition
• Returned with original packaging
Return shipping fees may apply.
A restocking fee may be added depending on the product type and condition.
Please contact us before sending anything back so we can issue a return authorization.
Custom Mats & Personalized Items
Custom-made products are created specifically for you based on your approved artwork, layout and instructions.
Because of the personalized nature Custom mats cannot be returned, exchanged or cancelled once production begins.
However, if there is a genuine manufacturing defect, we will absolutely correct it. We may request photos or samples so we can evaluate the issue and offer the best solution.
Order Cancellations
- Standard items may be cancellable 24 hours after placing the order
- Custom orders may be cancelled only before you approve your artwork proof. Once production starts, cancellations are no longer possible.
Defective or Incorrect Items
If you receive a defective item or something different from what you ordered
- Contact us within three business days
- Share photos of the issue
- Provide order information
- Keep all packaging until we advise next steps
We will inspect the issue and take care of you with a replacement, repair or refund when appropriate.
Refund Timing
Approved refunds are processed back to your original payment method. Please allow seven to ten business days for the credit to appear, depending on your bank.
Return Shipping
Return shipping is the customer’s responsibility unless the return is due to our error or a manufacturing issue.
Questions or Help?
Universal Floor Mats
The Floor Mats LLC
Email support@universalfloormats.com
Phone 888 605 0678