FAQ

FloorFlats

How do I wash or clean my FloorFlat?

It's simple! Just use a damp cloth or mild soap to clean. 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. You may 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.

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 orders over $49 to any address in the contiguous USA. Shipping to Alaska, Hawaii, Canada & PR – you will be billed actual shipping charge to your destination.

How long will it take to receive my order?

Every FloorFlat, TableFlat, and PetFlat is made to order. Current lead times are up to 21 days from order to delivery. In some cases, all of the items in your order may not ship together or in the same package.

We will provide you with a tracking number 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?

30-day return policy, once your item is delivered. To be eligible for a return, your item must be in the same condition that you received it, unused, and in its original packaging. You will need the receipt or proof of purchase. 

To request a return, please fill our our Return Request Form.  You will be responsible for the return shipping cost unless your product is damaged or defective. We will respond within 1-2 Business Days. 

Click here to request a return

Damages & issues:
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items:

Custom items, swatches, and customer modified items are not eligible for returns. Please get in touch if you have questions or concerns about your specific item.

Exchanges:

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not.

If approved, you’ll be automatically refunded on your original payment method.

Please remember it can take some time for your bank or credit card company to process and post the refund too.

Get in touch

Have questions about your order, or a general enquiry?