General Return Policy
At Muddy Mat, we take great pride in the quality of our products and are committed to your complete satisfaction. If you are ever dissatisfied with your purchase, we welcome you to return it within the specified time frame for a hassle-free replacement or refund.
Documentation
To initiate a return, please provide the following documentation as proof of your reason for the return:
- Clear photos or a video clearly showing the item(s) you received, including a close-up photo of the SKU label on the product packaging. This will help us quickly identify the item being returned.
- A photo of the original packing slip that was included with your order.
Please email this documentation to our customer service team at contact@originalmuddymat.com. Our team will assess the information provided to validate the eligibility of your return request.
Once we receive your return documentation, we'll be in touch to provide further instructions on the next steps in the return process.
For a sample of the required documentation, please refer to our Customer Return Guide.
Return Procedure
Once you have the required documentation ready, please follow these steps to complete your return:
- Include a copy of the original packing slip (or the written order details) inside the package you are returning.
- If you no longer have the packing slip, please write down the following order details on a piece of paper and include it with your return:
- Your Name
- Order Number
- Item Name of the product being returned
- If you no longer have the packing slip, please write down the following order details on a piece of paper and include it with your return:
- Package the item(s) securely to prevent any damage during transit.
- Ship the package using a trackable shipping method.
Once you have the tracking number, please email it to our customer service team at contact@originalmuddymat.com. This will allow us to monitor the status of your return and process your replacement or refund more efficiently.
After we receive your returned item and validate the documentation, we'll be in touch to complete the return process.
Return Shipping
Unless the return is due to an error on our part, such as shipping the wrong item or a defective product, you are responsible for the return shipping costs. We recommend using a trackable shipping service and insuring the package to protect against loss or damage during transit.
Refund Process
Once we receive your returned item at our warehouse, we will process your refund to the original payment method. Please allow 7-10 business days for the refund to be credited to your account, as processing times may vary depending on your financial institution.
Replacement Process
We want to ensure you are satisfied with your purchase. If you wish to exchange an item for a different size, color, or style, please review our exchange policy below:
Eligibility for Exchanges: Items are eligible for exchange if they are unused and in the same condition as when you received them. Exchanges must be requested within 7 days of the delivery date.
Exchange Process: To initiate an exchange, please contact our Customer Service Team at contact@originalmuddymat.com or using the "Contact Us" button below, and provide your order number, details of the item you wish to exchange, and the desired replacement item (size, color, style).
After we receive your returned item and validate the documentation, we'll be in touch to complete the return or exchange process.
If you have any questions or need assistance with your return, please don't hesitate to contact our customer service team at contact@originalmuddymat.com. We're here to help ensure your shopping experience is a great one.