Refund policy
Returns, Guarantee and Limited Warranty
We want you to love what you bought. This page covers three different things: our 60 Day Guarantee for change of mind, our 12 Month Limited Warranty for manufacturing defects, and your rights under federal and state consumer law, which apply on top of both.
Before you send anything back
Email info@musclemat.com with your order number, the item, the reason for the return, and photos if something is wrong with it. We will reply with return instructions and, for a warranty claim or a damaged item, a prepaid label. Please wait for the instructions, because a return sent without them can end up at the wrong warehouse and take longer to sort out.
60 Day Guarantee (change of mind)
If you change your mind, ordered the wrong size or color, or the product just isn't for you, you can return eligible items within 60 days of delivery for store credit.
- Store credit is issued as a voucher for the price paid for the item. It cannot be exchanged for cash or refunded to a payment method, and it cannot be combined with discount codes or sale promotions.
- You pay the return shipping on a change of mind return.
- Once we approve the return, please ship the item within 14 days.
- Items need to come back clean and in resalable condition with all parts and packaging. We may decline the credit, or reduce it, if an item comes back used, stained or damaged.
- Bulky items are excluded. Relax Chairs and Cloud Pads cannot be returned for change of mind because of freight and handling costs, so please check the sizes before you order.
None of these conditions apply if a product is defective, damaged or not as described. Those are handled under the Limited Warranty and the Damaged or wrong item section below, and bulky items are included.
12 Month Limited Warranty
Who is covered: the original purchaser of a Muscle Mat product bought from musclemat.com for personal use in the United States.
What is covered: manufacturing defects in materials and workmanship for 12 months from the date of delivery.
What we will do: if a product has a covered defect, we will replace it or refund the purchase price, at our option, at no charge to you. We pay the cost of returning the product: we will send a prepaid label, arrange collection for bulky items, or reimburse your shipping.
How to claim: email info@musclemat.com with your order number or other proof of purchase, a description of the defect, and photos or a short video. We will respond with the next step within 3 business days.
What is not covered: stains, marks, sweat, grease, food or drink spills; damage from accidents, misuse or pets; damage from not following the care instructions; normal wear and tear; commercial use; products bought from another retailer.
Any implied warranties, including the implied warranties of merchantability and fitness for a particular purpose, are limited in duration to 12 months from the date of delivery. Some states do not allow limitations on how long an implied warranty lasts, so the above limitation may not apply to you.
Muscle Mat is not liable for incidental or consequential damages arising from a defect, except for personal injury. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation or exclusion may not apply to you.
This warranty gives you specific legal rights, and you may also have other rights which vary from state to state.
Warrantor: Platypus Investments LLC, trading as Muscle Mat, 30 N Gould St, STE R, Sheridan, WY 82801. Phone +1 503-832-9547. Email info@musclemat.com.
Damaged in transit, wrong item or missing parcel
If your order arrives damaged, or you receive the wrong item, email us with photos and we will send a replacement or refund you. You will not pay return shipping. If a parcel has not arrived, contact us as soon as you can, ideally within 50 days of dispatch, so we can lodge a trace with the carrier while they can still investigate. That timeframe helps us claim with the carrier; it does not limit your right to a replacement or refund for an order that never arrives.
Order changes and cancellations
Orders are picked and packed quickly, so we cannot change or cancel an order once it is placed, including size, color and address changes. Please check everything at checkout. If we cannot ship your order within the time stated when you ordered, including a pre-order date, we will let you know and you can cancel for a full refund. If a parcel is refused, uncollected, or returned to us because the address given was wrong, we may charge a reshipping or processing fee of $30 to $50 per item before we send it again.
Contact
info@musclemat.com. Phone +1 503-832-9547 (the phone line is not always staffed, so email is fastest).