How can we help?



How do I wash or clean my FloorFlat?

It's simple! Just use a damp cloth or mild soap to clean. Brooms, vacuum cleaners and mild wipes all also work. Harsh chemicals are not recommended to prevent discoloration.

Do online images accurately display the product and colors?

The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size. To see the best representation of color we recommend ordering one of our swatches. You may also try this product for 30 days. If you decide not to keep it, you are responsible for return shipping charges.

Do you have an in-home trial?

Yes. If, for any reason you are not 100% satisfied with your purchase, return it within 30 days and we will refund the full purchase price. You are responsible for the return shipping charges. 

We also offer $5 swatches for all our larger mats.

Custom items, swatches, and customer modified items are not eligible for returns, unless there is damage or a defect, in which case we will happily provide a replacement of the item you ordered.  Please get in touch if you have questions or concerns about your specific item.

Do you offer custom sizes?

We do not offer any custom sizes. If you don't see a size that you want let us know and we may be able to add it in the future!

Where can I use my FloorFlat?

You can use a FloorFlat anywhere you'd use a traditional rug. We do not recommend its use on carpet or outside in direct sunlight to increase its longevity.

Pricing & Billing

What is your warranty?

Carolina Creekhouse warrants this product to be free from defects in workmanship and materials, under normal residential use and conditions, for a period of one (1) year from the original purchase date. Carolina Creekhouse agrees, at its option during the warranty period, to furnish a new mat in the same style and size as an exchange without charge. Such replacement is subject to verification of the defect or malfunction and proof of purchase as confirmed by showing the original dated sales receipt. 

Warranty does not include:
•Any condition resulting from other than ordinary residential wear or any use for which the product was not intended, such as use in rental or contract trade or commercial use

•Customer modified items (self-cut or size adjusting) 

•Any condition resulting from incorrect or inadequate maintenance or care

•Dissatisfaction due to buyer’s remorse (see 60 day return option)

•Normal wear and tear 

Shipping, Returns & Exchanges

Where do you ship to and how much do you charge?

We ship to the U.S. (including Alaska and Hawaii). We do not ship to P.O. Boxes (including APO and FPO) or to the U.S. Territories. 

Shipping is FREE on all orders to any address in the contiguous USA except for swatch orders or clearance items. Shipping to Alaska, Hawaii & PR – you will be billed a flat fee of $25.

We don't currently offer expedited shipping or processing.

We are working tirelessly to make sure everyone can purchase a Flat, so sign up for our mailing list for all our updates on expansion.

How long will it take to receive my order?

Every FloorFlat, TableFlat, and PetFlat is made to order. Current lead times are 7-10 business days for full size mats and 3-5 business days for swatches from order to delivery. In some cases, all of the items in your order may not ship together or in the same package. 

Since we are making your mat to order there may be a couple days between email updates but rest assured we are working hard to make your mat perfect for you.

We will email you with a tracking number once your order ships so that you may monitor the location and progress of your package.

To see all the information regarding your order, log into your account or check your confirmation email.

How do I modify or cancel an order?

Once the order has been submitted, you must contact our Customer Service Department through email at Our mats are made to order and printed Monday-Friday. If you place an order and need to cancel it, please email to cancel within 2 hours. Once an item has been shipped the order cannot be modified or canceled.

  • Order changes must be made via email at within 2 hours of initial placement. Any changes after 2 hours may incur a fee.
  • All products are made to order - we appreciate your patience. 
What is your return/exchange policy?

Return Policy:

60-day return policy, once your item is delivered. 

We offer pre-paid shipping labels using our discounted shipping services. The amount of the pre-paid shipping label will be deducted from your return. We will confirm the amount of the deduction when we send the label.

6'x8' and 8'x10' sizes will incur a $50 restocking fee if returned. Returns or exchanges of 3 or more mats will result in a $100 restocking fee. To ensure that your Flat will be perfect for your space without having to pay a restocking fee, please order swatches of the styles you are interested in. All swatches can be found here. A 30% off coupon will be sent with your swatches that can be applied to your order of the 6'x8' or 8'x10'

Your item must be in the same condition that you received it, unused, and in its original packaging.

Custom items, swatches, ToiletFlats and customer modified items are not eligible for returns, unless there is damage or a defect, in which case we will happily provide a replacement of the item you ordered. 

If your mat was in use, please clean your mats before a return/exchange is made. Flats returned to our office that have clearly been used and not been cleaned will incur a $25 cleaning fee that will be deducted from your return or invoiced before your exchange is sent.

Click here to request a return

Please get in touch if you have questions or concerns about your specific item.

How do discounts work?

We love a good discount as much as the next person! To keep things simple, we honor discounts that happen within 7 days of purchase. We will not adjust for discounts that occur on Black Friday, Cyber Monday, Single-Day Specials, or on discounts that occurred before a purchase.

Get in touch

Have questions about your order, or a general enquiry?