We ship to the contiguous United States (lower 48 states) only. We do not ship to Alaska, Hawaii, US territories, P.O. Boxes, APO, FPO, or DPO military addresses, or international destinations.
Q: How much does shipping cost?
Shipping is free on orders of $180.00 or more. Orders under $180.00 ship at a **$15.00 flat rate**. No other shipping fees apply.
Q: How long does delivery take?
Order processing takes 1-3 business days. Transit takes 3-8 business days. Total estimated delivery: 4-11 business days from the date you order. Orders placed before 3:00 PM CST on a weekday begin processing the same day.
Q: When will I get a tracking number?
A tracking number is emailed once your order has been shipped. Tracking information typically requires 24-48 hours to activate in the carrier’s system after that notification is sent.
Q: What carriers do you use?
Orders are shipped via UPS, FedEx, or USPS. Carrier selection depends on your location and order size.
Q: My tracking shows Delivered but I haven’t received my package. What do I do?
Check around your property and with neighbors first. Wait 24 hours — carriers occasionally mark packages delivered a day early. If you still don’t have it, contact the carrier directly to file a claim, then email us at sale@cozystepmats.com with your order number and tracking details.
Returns & Refunds
Q: How long do I have to return an item?
You have 30 days from the delivery date to request a return.
Q: How do I start a return?
Email sale@cozystepmats.com with your order number and the item you want to return. Do not send anything back without a Return Merchandise Authorization (RMA) code and the return address we provide. Returns sent without an RMA will be refused and returned to the sender at the customer’s expense.
Q: Is there a restocking fee?
No. No Restocking Fees on any eligible return.
Q: Who pays return shipping?
If the item is defective or we sent the wrong item, we provide a prepaid return label. If you’re returning for any other reason (changed your mind, wrong size, color preference), return shipping is your responsibility.
Q: When will I get my refund?
Once your return is received at our returns address, processing takes 1-3 business days. After the refund is issued, your bank may take an additional 2-12 business days to post it to your account. You’ll receive an email when the refund is issued.
Q: Can I cancel my order?
Orders can be cancelled within 12 hours of placement by emailing sale@cozystepmats.com with your order number. After 12 hours, orders enter processing and cannot be cancelled. If the order has shipped, the return process applies.
Products & Quality
Q: Will the color match what I see on screen?
Not always exactly. Mat colors vary by monitor calibration, screen brightness, and the lighting in your space. This is especially true for richer tones like Bordeaux, Bluestone, and Navy — these colors have a wide perceptual range across different screens and lighting conditions. Color variation of this kind is not a defect and does not qualify for return.
Q: Do the mats shed?
New fiber mats may release a small amount of loose fibers during the first few weeks of use. This is a normal characteristic of woven and cut-pile construction and diminishes with regular use. It is not a defect.
Q: The measurements seem slightly off from what was listed. Is this normal?
Yes. A dimensional variance of ±0.5 inch from stated measurements is within the normal tolerance for woven mat construction. This is not a defect and does not qualify as grounds for return.
Q: Can the doormats be used outdoors?
Most of our doormats are designed for covered outdoor entryway use — under a porch or overhang. Extended direct exposure to rain and UV sunlight will accelerate fiber wear and color fading over time. Rotating the mat periodically reduces uneven wear.
Q: How do I clean the mats?
Shake out loose dirt regularly. Spot clean with a damp cloth and mild soap. Check the product care label before machine washing, as not all styles are machine-washable. Avoid bleach.
Orders & Payment
Q: What payment methods do you accept?
We accept Visa, MasterCard, American Express, and Discover. All transactions are in US Dollars (USD). We do not accept personal checks, money orders, bank transfers, or cash on delivery.
Q: Is my payment information secure?
Yes. Checkout is protected by 256-bit SSL encryption. We are PCI-DSS compliant and do not store full credit card numbers on our servers.
Q: Are there any hidden fees?
No. The total shown at checkout — product price + shipping (if applicable) + applicable sales tax — is exactly what you pay. No surcharges, no processing fees.
Q: I was charged but didn’t receive a confirmation email. What should I do?
Check your spam folder first. If you still don’t see a confirmation, email sale@cozystepmats.com with the email address used at checkout and the approximate order date. We’ll locate your order and send confirmation.
