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Mats & Paws

Free reprint or full refund

If your mat arrives damaged or with a printing error, we make it right. Every Mats & Paws mat is made to order with artwork created just for your pet, and you approve the exact design before paying, so our policy works a little differently than an off-the-shelf store.

  • Your choice of a free reprint or a full refund
  • Tell us within 30 days of delivery
  • No need to ship anything back
A personalized coir doormat with a dog, a cat and a small dog

How to get it fixed

Three steps, all by email.

  1. Email us

    Write to support@matsandpaws.com within 30 days of delivery with your order number and a photo of the problem.

  2. We take a look

    We check the photo against the design you approved. You don't need to ship anything back.

  3. Reprint or refund

    Your choice: a free reprint, or a full refund to your original payment method.

The details

Damaged or defective mats

If your mat arrives damaged, misprinted, or meaningfully different from the design you approved, we will make it right with a free reprint or a full refund, your choice.

Email us at support@matsandpaws.com within 30 days of delivery with your order number and a photo of the problem, and we'll take care of the rest. You don't need to ship anything back.

Before your mat is printed

Need to fix a typo in the greeting or cancel? Email support@matsandpaws.com as soon as possible after ordering.

If your mat hasn't entered production yet, we'll change or cancel it with a full refund.

Changed your mind

Because each mat is personalized and can't be resold, we can't offer cash refunds for change of mind.

How refunds are issued

  • Refunds go back to your original payment method via Stripe.
  • Reprints ship free, with the same delivery window as a new order.

Common questions

Do I need to send the mat back?

No. For a damaged or defective mat, a photo of the problem is all we need.

How long do I have to report a problem?

30 days from delivery. Email us with your order number and a photo.

Can I fix a typo after ordering?

Yes, if your mat hasn't entered production yet. Email us as soon as possible after ordering.

Why can't I return a mat I no longer want?

Each mat is personalized and can't be resold, so we can't offer cash refunds for change of mind.

Last updated August 21, 2026