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 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 longer and look nicer if they are kept out of the elements as much as possible.
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 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: Doormats can shed during shipping. We recommend opening your doormat package outside. Once you open your package, gently shake the doormat. Shedding shouldn’t be an issue after that.
DOORMAT CARE: To clean gently shake or vacuum. DO NOT attempt to spray the doormat with water to clean. Doormats last longer when they are kept in a sheltered area out of the elements. (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.
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.
If an error is made on our behalf please let me know and we will be happy to make it right!
PLEASE E-MAIL BLACKANDWHEATCO@GMAIL.COM IF YOU HAVE ANY QUESTIONS!