Answers To Common Questions

Warranty & Return FAQs

Here you’ll find clear answers about our product warranties, return policies, and how we ensure your satisfaction. If you don’t see the answer to your question, our team is always happy to help.

Everything You Need to Know About Returns & Warranty

FAQs by Topic

Returns & Freight Claim

  • Q1. How should I Return My purchase?

    Custom products are non-returnable unless they are defective.

    Stock products may be returned within thirty (30) days of delivery if:

    • The product is unused
    • The product is in its original packaging
    • Return authorization is obtained from Dollamur

    A restocking fee of up to twenty (20) percent may apply.

  • Q2. What should I do if my custom item is defective?

    Custom orders are final sale with no returns or exchanges. However, if your custom-ordered product shows manufacturing defects, please see additional information provided under the Warranty Information section.

  • Q3. What steps should I take to file a freight claim?

    • Customers must inspect shipments immediately upon delivery.
    • Any visible shipping damage must be noted on the delivery receipt and reported to Dollamur within three (3) business days.
    • Failure to report shipping damage within this timeframe may limit the ability to file a freight claim.
  • Q4. What type of warranty do Dollamur products come with?

    Dollamur offers a limited warranty on all products. Coverage length depends on the product type. This limited warranty applies only to the original purchaser of the product and is non-transferable.

    Dollamur has the option to repair or replace a mat during the warranty period. Dollamur reserves the right to determine if a defect is caused by workmanship, material, or some other reason. The determination of repair or replacement will be the sole responsibility of Dollamur.

    Definitions

    • Original Owner: The individual or entity who purchases the product directly from Dollamur or an authorized distributor.
    • Defects: A failure in materials or workmanship that prevents the product from performing as intended under normal use.
    • Normal Use: Use of the product consistent with its intended purpose and in accordance with Dollamur care instructions.
    • Normal Wear and Tear: Expected cosmetic or performance changes from regular use, including surface scuffing, minor compression, or color variation.

    *Please see Q5 & Q6 for detailed information on warranty coverage and warranty length.

  • Q5. What does Dollamur’s warranty cover?

    Things Covered by Warranty:

    • Manufacturing defects in materials
    • Manufacturing defects in workmanship
    • Failure of product components under normal use

    * Things are NOT covered by warranty:

    1. Damages caused by:

    • Improper installation
    • Failure to follow Dollamur Care and Handling guidelines
    • Misuse, abuse, or vandalism
    • Accidents or impact damage
    • Improper storage or transportation
    • Modification or alteration of the product
    • Use of unapproved adhesives, tapes, or cleaning chemicals
    • Exposure to extreme environmental conditions

    2. Normal wear and tear, including:

    • Cosmetic scuffing or surface marks
    • Minor compression from storage or handling
    • Color fading or discoloration
    • Aesthetic changes that do not affect performance





  • Q6. What’s the length of Dollamur’s limited warranty?

    Custom Vinyl Sports Mats: 5-Year Limited Warranty

    • Year 1~3: 100% repair or replacement
    • Year 4: 50% repair or replacement
    • Year 5: 25% repair or replacement

    Swain Martial Arts Mats: 5-Year Limited Warranty

    • Year 1~3: 100% repair or replacement
    • Year 4: 50% repair or replacement
    • Year 5: 25% repair or replacement

    GymTurf Indoor Sports Turf: 3-Year Limited Warranty

    • Year 1: 100% repair or replacement
    • Year 2: 50% repair or replacement
    • Year 3: 25% repair or replacement

    Carpet-bonded Sports Mats: 3-Year Limited Warranty

    • 100% repair or replacement
    • ** Carpet Logos — 1-year Limited Warranty

    Home Sports Mat: 1-Year Limited Warranty

    • 100% repair or replacement

    All Other Products: 1-Year Limited Warranty

    • 100% repair or replacement
  • Q7. Is shipping cost covered for warranty claims?

    • Year 1: Dollamur covers 100%.
    • Years 2–3: Customer is responsible for 50%.
    • Year 4-5: Customer is responsible for 100%.
  • Q8. How do I Submit A Warranty Claim?

    To submit a warranty claim, the customer must notify Dollamur within thirty (30) days of discovering the issue. Customers must provide:

    • Proof of purchase or order number
    • Description of the issue
    • Photos or videos showing the defect
    • Installation details, if applicable

Product Warnings

  • Q9. Are there safety precautions I should know about Dollamur Sports Mats?

    Yes. 

    • Dollamur mats are designed to provide a supportive surface for training, but they do not eliminate the risk of serious injury. Because activities involve movement and physical contact, there is always a risk of injury, including serious injury.
    • Ensure there is sufficient space around the mat, and inspect the mat for wear or damage before use. 
    • Follow all safety guidelines in the owner's manual and never use the mat as a landing mat.
  • Q10. Can I use the mat without instruction or supervision?

    You should ALWAYS use Dollamur mats with proper training and under the supervision of a qualified instructor

  • Q11. What should I do if the mat moves during use?

    It’s normal for roll-out mats to shift slightly during vigorous use. To minimize movement, please take the following precautions before each session.

    • Check that the mats are correctly positioned and secured together. Proper installation and secure connection help minimize movement. 
    • Ensure the surface beneath is suitable and consider using appropriate mat tape or connection systems as recommended in the instruction manual. 
    • Always follow the owner's manual for setup and safety guidance.

Care & Installation

  • Q12. How should I care for my Dollamur mat?

    To keep your Dollamur mat in good condition:

    • Regularly inspect for tears, flattening, or other signs of wear, and repair or replace damaged mats immediately.
    • Clean frequently using recommended Dollamur mat cleaning products or other disinfectants to help prevent skin infections.
    • Do NOT use bleach, as it can damage the mat material.
    • Follow any additional care instructions in the specific Care & Handling manual for your mat type.
  • Q13. How should I install my Dollamur mat?

    Before installation, you should:

    • Unroll the mat on a clean, smooth, and dry surface.
    • Allow enough clear space around the mat for safe movement.

    During installation:

    Carefully review the setup instructions included with your mat or refer to the Care & Handling PDF guides available on Dollamur’s Install & Care page before first use.

Account + Order History

  • Q14. How can I check previous orders I've placed with Dollamur?

    Customer accounts associated with our previous Magento website were not retained, but rest assured — our team has all of your historic order information on file!

    To inquire about past orders, contact us at customerservice@dollamur.com and one of our representatives will be happy to help you.

    Once you create a new account through our Shopify store, future transactions will be stored and available in your customer portal.

Our Team Is Ready to Help


If you can’t find the information you need about our products or warranty, our customer service team is here to help. Feel free to contact us by phone or email, and we’ll ensure you get the answers and support you’re looking for

Toll-Free: (800) 520-7647
Email: customerservice@dollamur.com

Our mission is to support athletes through safer smarter and better performing sport surfaces. Every product is driven by innovation craftsmanship and a commitment to long term performance.

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