Shipping and Returns
Our Pledge To You
We stand behind our products and want our customers to be satisfied with their purchases. We will always make every effort to take care of customers. We value our customers and our policy is to be reasonable and fair; we hope that you will be reasonable and fair with us as well.
Shipping
We ship from our warehouse in Fairfield, Ohio using UPS Ground, USPS, and other carriers to ensure the fastest and most cost-effective delivery. Orders to destinations within the lower 48 states typically arrive within 1–6 business days. Not all items receive free shipping. P.O. Boxes not included.
P.O. BOXES: Please do not enter a PO box for your shipping address. Please enter your physical address.
Orders ship the same business day if the order is received before 10:30 a.m. EST. B2B orders need 2 business days before shipping depending on the size of the order. Tracking numbers are provided as soon as the item ships. Orders do not ship on weekends or holidays.
Orders shipping to Hawaii, Alaska, or Puerto Rico will incur an additional surcharge of $15 to $30 and will ship via USPS the following day with transit time varying 3 to 14 days.
Orders to Canada are shipped via UPS Worldwide or USPS International Priority and in most cases arrive within 7-14 business days. Shipping Surcharge is applied to orders in Canada. An extra 22% is collected at checkout to pay duties and taxes on your behalf.
Lost or Damaged Packages: If your order is lost or damaged, please contact our customer service department by phone (407-392-0950) or email (customerservice@xtrememats.com) within 48 hours of delivery. For lost or mis-delivered packages, we will open an investigation with the carrier. Once we verify the package was delivered to the wrong address or not delivered at all, we will ship a replacement or issue a refund.
If an order is returned to us because of an invalid address, the buyer will be responsible for the shipping cost to ship it back or receive a refund less the cost of original shipping.
For international orders, import duties, taxes and other charges are not included in the item price or shipping charges. These charges are the buyer's responsibility and are calculated separately at checkout; please check with your country or territory's customs office to determine what the additional costs will be.
Returns & Cancellations
Starting a return
Returns must be requested through your account first. Sign in to your account at xtrememats.com (click "Account" at the top of the page), open your order and select Request return. Sign-in uses a one-time code sent to your email, so no password is needed. Our team reviews every request within 1 business day (Monday–Friday). Once your return is approved, we email you a prepaid return label. Returns sent without an approved request will be delayed.
Return window
You can request a return up to 30 days after your order is delivered. Please keep your box until you're sure the mat fits. Returned items must be unused, not installed, and in their original packaging. If an item comes back used, damaged or with parts missing, we may give partial credit or none.
Return shipping cost
- Defective item or wrong item sent: we pay return shipping and send the correct or replacement item at no cost to you.
- All other returns (wrong size ordered, changed your mind, etc.): return shipping is charged at our discounted label rate and deducted from your refund. The average rate is around $14 depending on state and area.
Exchanges
Exchanges are accepted. The usual option is to return the item for a refund and place a new order, which will ship once we receive the product back in new condition. If you're exchanging because you changed your mind or ordered the wrong size, you pay the return shipping.
Refunds
Once your return is inspected and confirmed to be in new condition, we issue a refund to your original payment method or a store credit.
Damaged packages
Report any damage within 48 hours of delivery at customerservice@xtrememats.com or 407-392-0950, and include photos. Once we confirm the damage, we'll ship a replacement and pay shipping both ways.
Lost packages
If a package is lost, we will issue a replacement or refund once we can verify it was delivered to the wrong address or not delivered at all.
Final sale items
Water sensors are final sale and can't be returned.
Canceling an order
You can ask to cancel an order from your account within 1 hour of placing it. We review every cancellation request. If your order has already shipped, it can't be canceled, but you can return it under the policy above.
Purchased from a retailer?
Items bought from Home Depot, Lowe's, Amazon or another retailer or distributor must be returned to that seller under their policy.