How can we help?

FAQ

FloorFlats

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 it's use on carpet or outside in direct sunlight to increase it's 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 (except for a fee for shipping, handling, packing and return postage which will be incurred by the customer). 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 30 day return option)

•Normal wear and tear 

Shipping, Return & Exchanges

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

We ship to the U.S. (including Alaska and Hawaii) and Canada. 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, Canada & PR – you will be billed a flat fee of $25.

We don't currently offer expedited shipping or processing.

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 provide you with a tracking number once your order ships so that you may monitor the location and progress of your order with our track your order system.

How do I modify or cancel an order?

Once the order has been submitted, you must contact our Customer Service Department between 9:00 a.m. and 5:00 p.m. Eastern time, Monday through Friday. Once an item has been shipped the order cannot be modified or cancelled.

What is your return/exchange policy?

Return Policy:

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

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. 

Click here to request a return

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

Get in touch

Have questions about your order, or a general enquiry?