Customer Help & FAQs

Have a question? See below for common questions that may help.

Need someone to talk it out? You can reach our Customer Happiness Team via chat (below).

How can we help?



What size should I buy?

If you’re not quite sure which size is right for you, refer to our size guides. They’re located underneath the available sizes for each of our products.

Can I cancel my order?

We completely get it, we change our minds too! While we wish could, once an order is placed, we are unable to alter or cancel it at this time. We hope to have a cancellation window one day in the future.

Should the item(s) not work out, make sure to exchange for a preferred style or return for a refund. As a reminder, domestic return shipping is free.

I've heard rubber is bad for vinyl flooring; is this true?

Our products are safe for the vast majority of flooring types found in homes; including vinyl and linoleum.

However, we recommend you refer to the flooring manufacturer's installation and care guide. Certain vinyl flooring contains plasticizers that may leech out over time and react with rubber and other compounds; which may result in discoloration.

So, if you have any concerns; it's better to play it safe than sorry, and do a little research before making your purchase. As always, the Matterly Customer Success Team will be here to help as well.


What is the shipping policy?

Matterly currently ships to the 48 contiguous United States, and only to commercial and residential addresses in those states (not to Post Office boxes).

All mats are shipped via UPS Ground.  We do not offer expedited shipping at this time.

When will my order ship?

Neighburly mats are made to order and have a current ship time of 14-17 business days, except for personalized mats which take 14 to 17 business days.   

WaterHog mats are stocked and typically ship within 1 to 2 business days.  

If you order a combination of items, the complete order will not ship until all items are ready.

Do you ship overseas?

At this time, we only ship to the 48 contiguous United States.

Returns & Exchanges

What is your return policy?

You may request a return for any reason within 30 days of purchasing. Check out our full policy on our Refund policy page.

I think my mat may be defective. Now what?

If your mat is defective or was damaged in shipment, please reach out to us at 

If you believe your mat is not performing as designed or did not perform for a reasonable service life, please reach out to us.  We stand behind our products and their performance.  If your mat isn't performing as it was designed, we'll gladly replace it or help you find a solution that better suits your environment/use.  Email us at 

Should I hold on to my packaging?

Yes! We strongly recommend that you hold on to the box(es) your mats arrived in the rare case that you want to return your mat. This will make the return process easier.

Get in touch

Have questions about your order, or a general enquiry?