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FAQs

WHEN WILL MY ORDER SHIP?
We work hard to ship all orders as quickly as possible. Production time is 5-7 business days, not including shipping time. Rush orders are available at checkout. Our items are all handmade made to order items. Please understand it takes time to make all the orders we receive.

WHAT IS THE RETURN/EXCHANGE POLICY?
Due to the made to order nature of our items, we do not accept returns or exchanges. But please don't hesitate to contact us if there is a problem with your order. 

WHAT ARE COIR DOORMATS?
Coir is a natural fiber made from coconut husks. Because of this, the shade of tan can slightly vary from doormat to doormat. There can also be multiple shades of tan on a single doormat. Each doormat is unique. The doormats can have bits of husk here and there. Doormats can also have spots where the fibers aren't even. This is totally normal and is just the nature of the natural coir fibers. Coir doormats are best for areas that are sheltered from the elements. Natural coir doormats are outdoor doormats but they will last much longer and look nicer if they are kept out of the elements as much as possible. 

WHAT ARE DURACOIR DOORMATS?
Duracoir is made from a synthetic fiber. This rug does not shed and the color does not fade. These outdoor rugs are great for areas that are unprotected and exposed to the elements. Duracoir mats are water resistant and UV protected. It is also great for areas with low thresholds, the doormat is 1/4 inch thick.

WHAT IF MY SHIPPING ADDRESS IS INCORRECT?
Please let us know ASAP! If your package has not shipped we can correct the address. If the package has already shipped we are unable to change the address. If the package is returned to us because of an incorrect address the buyer will need to purchase a shipping label and we will re-ship the item.

WHAT IF MY DOORMAT IS DAMAGED UPON ARRIVAL?
If there is an issue with your order when in arrives please let us know within 48 hours of delivery.

WHAT IF MY PACKAGE GETS LOST IN THE MAIL?
If a package is lost in the mail we will provide a replacement or a refund. 

 

DOORMAT SHEDDING: The natural coir doormat can shed during shipping. We recommend opening your doormat package outside. Once you open your package, gently shake the doormat off. Shedding shouldn’t be an issue after that. Duracoir doormats do not shed.

All sample photos are shown on our 18x30 inch natural coir doormat. Unless otherwise stated. The spacing of fonts or designs may vary on the 24x36 inch doormat. Proofs are available upon request.

DOORMAT CARE: To clean gently shake or vacuum. DO NOT attempt to spray the doormat with water to clean. Natural coir doormats last longest when they are kept in a sheltered area out of the elements. Yes, they are outdoor mats and can be exposed to the elements but they will look nicer and last much longer if they are kept in a sheltered area (ie. under a covered porch). Moisture can cause natural coir doormats to discolor and wear faster. I will not provide replacements or refunds for doormats that are not properly taken care of.

Our doormats are NOT intended for heavy traffic or commercial use. Heavy traffic may cause the doormat to wear prematurely. I do not provide replacements for doormats that are used incorrectly.

HAND-PAINTED DOORMATS: Cracking can appear in the paint on some doormats. This can occur because the doormat is a porous surface and has a flexible backing. It can be more noticeable in lighter colors. When a color is painted on a darker porous surface the background can show cracks. Compared to black which usually doesn't. The paint is not intended to be a solid rock of paint due to the porous surface and flexible doormat backing. This is normal. Cracking paint is not a reason for me to send a replacement or issue a refund.

CUSTOM DOORMAT ORDERS: I am happy to create custom orders! Please note that the doormat will need to be purchased before I spend time creating a design for you. I will always send a proof before making a custom doormat. Please be sure that spelling/dates are correct!

NATURAL COIR DOORMATS: Coir is a natural fiber made from coconut husk, therefore each doormat is unique and can have their own imperfections. The doormats can have bits of husk or have spots where the fibers aren't even. This is totally normal and is just the nature of the natural coir fibers. This is not a reason for me to send a replacement doormat or issue a refund. 

HAND-PAINTED DOORMAT LIFE: I do every thing in my power to create the longest lasting painted doormat possible. By using premium all-weather paint, layering the paint, and curing it properly. Your painted doormat should last many months if properly taken care of per our care instructions. However, like anything, they don't last forever. RETURNS WILL NOT BE ACCEPTED DUE TO WEAR OR FADING. Due to the nature of our product, doormats will not be refunded or replaced from wear.

FLOCKED DOORMAT LIFE: Flocked doormats are extremely long lasting compared to printed or printed doormats if taken care of per our care instructions. Flocked doormats should last for many, many months!! However, like anything, they don't last forever. RETURNS WILL NOT BE ACCEPTED DUE TO WEAR OR FADING. Due to the nature of our product, doormats will not be refunded or replaced from wear.

If an error is made with your order on our behalf please let me know and we will be happy to make it right!

PLEASE E-MAIL BLACKANDWHEATCO@GMAIL.COM KNOW IF YOU HAVE ANY QUESTIONS!