Returns & Refunds

Returns

WaterHog is a small business.  Our mats are made in the USA with quality materials and are heavy.  Shipping costs are high and rising each month.  We kindly ask that you consider this as you make your selections.  Please measure carefully and if you are torn between items based on color or design, please chat us (using the icon in the bottom right corner of your screen) as we are happy to answer any questions you have. Planning on the front end helps us minimize returns on the backend, and we appreciate your support in this endeavor as returns are costly, cumbersome (for you and for us), and rough on the environment to boot!  That having been said, we understand that sometimes the item just doesn’t work in your space and we want you to be happy with your purchase or return it if you are not.

Please note the following:

• Monogrammed or otherwise customized items are not eligible for return.
• If you have altered your mat in any way (i.e. trimmed it), it is not eligible for return.
• We are only able to accept returns for orders purchased directly from WaterHog (via waterhog.com).  If you purchased WaterHog items from a retailer, you will need to return the item(s) via that retailer.

Refund Policy

If you are not happy with your WaterHog mat, you have 60 days from receipt of your mat to initiate a return, and the return must be received within 14 days of the return initiation.  Once received, your item will be inspected and you will be issued a refund for the item amount less return shipping.  Original shipping fees will not be refunded, and the cost of return shipping will be deducted from your refund.  Shipping typically ranges between $25 and $35 but can be more if multiple items/boxes are returned. However, we offer flat-rate return shipping of $15 per order via FedEx.  Once items are received, please allow up to 10 business days for us to inspect the item and issue a refund. 

Submit a Return: Step by Step Instructions

To begin you will need to click the "Account" link in the navigation bar at the top of the website, or click here:

1. Log in to your account or locate the email associated with the order.
1. In the email field, enter your email address, and then click Continue, a 6 digit code will be sent.
2. Check the email account provided, open the email sent from our store and copy the 6 digit verification code included in the email.
3. Go back to our online store and enter the 6 digit verification code
2. Locate and click the order that you want to submit the return for.
3. If your order has more than one item, select the items that you want to return
4. Select a return reason and add a note for the store.
5. Click Request Return.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at care@waterhog.com or utilize the chat feature should you have any issues; we're here to help!

Damages and issues

If your mat is damaged or defective in any way, please reach out to us immediately at care@waterhog.com so we can rectify the situation.  Return shipping fees do not apply for damaged/defective items, but we will ask you to complete the return request so we can generate a shipping label for you.  We take damage and defects very seriously.  As such, it’s important we receive the item back so we can thoroughly inspect it to understand how the damage or defect occurred so we can prevent it from happening in the future.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at care@waterhog.com.

Current Return Policy Effective November 1, 2024.