Policies and Procedures

We’re committed to providing a smooth, transparent, and customer-friendly shopping experience. Below are our updated terms and policies, designed with your satisfaction in mind.

Order Cancellation Policy

Cancellation Window

You may cancel your order for a refund before it is processed for shipment. Once the order has been processed or assigned with a Tracking Number, it cannot be canceled. To cancel, please contact our Customer Support Team.

Orders Already Processed or Shipped

If your order has already been processed or assigned a tracking number, it cannot be canceled. You may initiate a return once you receive the order. Please refer to our Return Policy below.

Return Policy

We want you to shop with confidence. If you’re not fully satisfied with your purchase, here’s how to return it.

General Return Policy

Documentation

We’re here to make things right! Just send us a few quick photos or videos so we can understand what went wrong and take care of your return. This also helps us improve future orders for you and others.

Clear photos or a video of the item(s), including the SKU on the product label

Photo of the packing slip and outer packaging

Additional documentation may be requested if needed

Return Shipping

We’ll provide a prepaid return label once your return is approved. Please package the item securely and retain your proof of shipment.

Refund for Returns

Refunds will be issued once your return is received and inspected at our warehouse. Refunds will be processed to the original method of payment. Processing times may vary depending on your financial institution.

Receipt Confirmation

While we strive to promptly process returns, we cannot guarantee receipt of returned items. Please retain proof of shipment for your records.

Money Back Guarantee for Product Satisfaction

Our 60-day money-back guarantee ensures that if you are not satisfied with your purchase for any reason, you can return it within 60 days of delivery for a replacement or a full refund. This guarantee allows you to shop with confidence, knowing that you have sufficient time to evaluate your purchase and make sure it meets your expectations. We believe in the quality of our products and stand behind them with this extended return period to ensure your satisfaction.

Wrong Item Received

We sincerely apologize for any fulfillment errors. If you receive items that differ from what you ordered, you will be provided with a prepaid return label to return the incorrect items. To qualify for a reshipment:

Notify us within 7 days of delivery.

Item must be unused and in original condition.

Provide Proof Documentation.

Photos or Video: Submit clear photos or a video of the incorrect item, ensuring that the SKU on the sticker label is visible for verification and assessment by Customer Service Team.

Packing Slip: Include a photo of the packing slip that came with your shipment.

Timeframe for Reshipment: Once verified, we’ll send the correct item at no additional cost. A prepaid return label will be provided if the wrong item needs to be returned.

Damaged Item Received

If you received a damaged item, we’re here to make it right. We do not require the damaged item to be returned, but we do require proof of the damage. Please follow these steps for a prompt resolution:

Contact us within 7 days of delivery to request replacement or refund.

Proof of Damage: Provide photos or a video showing the damage clearly.

Replacement or Refund Process: We’ll issue a replacement or refund — no need to return the damaged item unless requested.

Exchange Policy

We want to ensure you are satisfied with your purchase. If you wish to exchange an item for a different size, color, or style, we offer hassle-free exchanges!

Eligibility for Exchanges

Items must be unused and in original condition. Exchange requests must be made within 7 days of the delivery.

Exchange Process

To initiate an exchange, please contact our Customer Service Team and provide your order number, details of the item you wish to exchange, and the desired replacement item (size, color, style).

Processing Time

Once we receive your returned item and verify its eligibility for exchange, we will process the exchange promptly and provide you with the tracking information.

Additional Charges

If the replacement item costs more or less than the original, we’ll notify you to process the price difference.

Exceptions

Certain items may not be eligible for exchange due to hygiene reasons or other restrictions. Please check the product description or contact us for clarification before initiating an exchange.

Refund Policy

Refunds for Processed or Shipped Orders

If your order has already shipped, a return must be completed first before a refund can be issued.

Refunds for Returned Items

As soon as your return arrives at our warehouse and passes a quick check, we’ll process your refund. If you’re handling the return yourself, sending us the tracking number helps us take care of your refund faster — we appreciate your patience.

Refund Timeframe

Refunds will be issued to the original payment method. Please note that while we process refunds promptly, it might take a few extra days for your bank or card provider to show the refund, depending on their processing time.

Shipping and Tax Fees

Shipping and taxes are non-refundable unless the order has not shipped, or an error or damage occurred due to our service.

Discounts

Refunds for discounted items apply only to the item’s net price, excluding shipping and taxes.

Shipping Policy

Order Processing

All orders are processed within 1-2 business days (excluding weekends and holidays) after receiving your Order Confirmation Email.

Shipping Timeframe

Our warehouses are mandated to dispatch orders within 2 days from the tracking number processing date, excluding Saturdays and Sundays.

Shipment Notification

You will receive a Fulfillment Confirmation Email once your order is prepared and shipped by the warehouse. This includes your tracking information, a link to track your order, and a summary of your order details.

Potential Shipment Interruptions

We understand how frustrating delivery delays can be, and we truly appreciate your patience. While we do our best to ensure timely deliveries, certain factors beyond our control—such as weather, seasonal surges, logistical disruptions or courier scanning issues may impact delivery timelines and may occasionally cause delays. Shipping fees are non-refundable except in cases where delays are caused by internal issues (e.g., warehouse or inventory errors). If a delay is due to a mistake on our part, we’ll take full responsibility and review any shipping refund requests carefully.

Lost or Missing Packages

If your package appears lost or is significantly delayed, contact us immediately. We’ll investigate and either resend or refund your order as appropriate.

Contact Us

Need help? Our friendly Customer Support Team is here to assist you.

📧 Email: contact@muddymat.co

📞 Phone: +1-205-857-3028

🕒 Hours of Operation: Mon-Fri: 8am-8pm EST; Sat-Sun: 9am-6pm EST