• How do I order from Tiffin?
  Use any of our convenient ordering options  - fax, call, or email your order. You can also order from our online store for stock mats, clearance items, and seasonal specials.
   
• How can I order online?
  Our online store lets you place and pay for your order around the clock.  If the items you want are not available from our online store, please visit the Contact Us page to request a quote.
   
• How do I get a quote?
  Visit the Contact Us page to request a quote and we will contact you with a hassle-free quote for products, shipping rates, and delivery times.
   
• I can't order everything online!
  We are working hard to offer you all of our products on our shopping cart. If you find an item you cannot purchase online contact us at 800-843-3467, and a sales representative would be more than happy to assist you in your sale.

• How quickly is an item ready to ship?
  There are various lead times for each product.  Our stock mats are given a 3-5 business day window and all other made to order items are 4-6 weeks.
   
• How long does it take to deliver an item?
  Once an item is ready to ship, it is sent via truck or UPS.  The time frame will be dependent on how far of a distance you are from our factory. The average transit time is 2-5 business days. Products may be available to ship faster for a fee only through UPS. Visit the Contact Us page for a quote.
   
• What are your shipping rates?
  To provide you the lowest shipping cost, our rates are based on your delivery zip code.  We currently use UPS and freight (common carrier) to ship your order and provide you their rates to deliver to your shipping address.
  Attention Canada/International Customers: Please be advised that our shipping charges do not always cover brokerage or custom fees.  Confirm with your sales representative.  
   
• How can I save on shipping?
  We sponsor many gymnastics and cheerleading events/competitions and have products available that you may pick up locally at said event. Visit the Contact Us page and ask customer service to provide you with a list of upcoming events.

• How do I return my purchase?
  Contact us immediately at 800-843-3467. Returns and cancellations may be subject to a 20% restocking fee and return freight. Refused shipments by the recipient are considered unauthorized and all fees apply unless being refused due to damage. Please make sure to inspect your shipment upon delivery. Note any damages on your bill of lading when the driver is there for delivery. If you sign for a package and later find damage, Tiffin may not be able to help you file a shipping claim due to the claim policy enforced by the shipping company. Customers have 5 business days upon delivery to Contact Us and report a discrepancy of product or quantity in your shipment.
  Custom items are non-returnable and cannot be exchanged.
   
• How many days do I have to return a purchase?
  If you receive a product you wish to return, you have 30 days upon receiving your merchandise to do so.

• How do I exchange an item under warranty?
  Visit the Contact Us page and send a message to Customer Service about an RMA request.
   
• Product Error
  If you receive your products and you have a problem with it, you have 30 days to contact us and report your problem.  At that point we will do our best to fix it. Such things may include:
  1. Wrong size, color, or quantity.
  2. Missing items.
  3. Item misrepresented on website to what you purchased.
   
• Martial Arts Floor Systems
  All Martial Arts Floor Systems are non-returnable nor non-refundable.  However, if there is an error that is proven to be, at the fault of the manufacturer, then our policy is to arrange a pickup of your cover to be repaired.  We will repair the cover including expanding and cutting down, but we will not remake the cover.
   
• Refunds Policy
  When a refund is to be issued, please allow for 7 business days for charge cards refunds and 15-20 business days for checks. A refund check cannot be issued, for refunds on orders that were originally paid by charge card and canceled/returned, without written approval from the credit card company stating that the card is inactive or canceled.

• How do I contact customer service?
  We want to make sure you are getting the best customer service we can provide.  Visit the Contact Us page to send us a message.  We are available via fax, phone, or email during our hours of operation.
   
• How can I track the status of my order?
  If you placed an order from our online store, you can track your order online anytime.  Visit the Contact Us page to contact us about the status of your order for phone, fax, and P.O. orders.  Once your order has shipped, we will provide you with a tracking number so you can know where your order is at with the shipping company.
   
• Why is my online order listed as "pending shipment"?
  If you placed an order from our online store, you can track your order online anytime.  We only update your order status and the item status when there is a production process change within the factory.  It may take up to 10 business days to prepare your order for shipment and leave our factory.

• What are V2, V3, V4?
  Mats can be joined together creating continuous mat surfaces.  A 2" wide strip of velcro is added during manufacturing to enable the mats to be joined together securely. The V2, V3, or V4 code is used to designate what velcro attachment you want on the mat.
   

  V2	Velcro on two sides for length extension (standard on most mats)
  V4	Velcro on all four sides for length or width extension (standard on our martial arts mats)
  V3	Velcro on three sides for hanging on a vertical surface (standard on wall padding mats)

  The options are added to the product number when ordering.  We have selected the most popular velcro options and list them with prices for each mat.  Our mats can also be custom made with any listed velcro configuration - visit the the Contact Us page for a quote.
   

• What is the difference in the vinyl fabric weights?
  All of our mat covers are compounded with anti-bacterial and anti-fungal agents.  The mats can be easily cleaned with mild soap and water.  The difference is the total weight of the mat cover. This consists of a fabric composed from vinyl fused to a polyester-reinforced woven mesh or scrim.  The scrim gives strength to the vinyl and the heavier the fabric, the more durable and wear-resistant the mat cover is.  Beware of other mats you might find with 11oz or even "unlisted" mat cover weights.
  • 14 oz. mat cover (2.8 oz. scrim) - lightweight and conforms to curved shapes with good tear and abrasion resistance. For home use.
  • 18 oz. mat cover (5.3 oz. scrim) - balance of lightweight and durability with better tear and abrasion resistance (standard on martial arts mats)
  • 22 oz. mat cover (6 oz. scrim) - heavy though has best tear and abrasion resistance. For police and government facilities.
     
• What vinyl colors do you offer?
  The colors available for mat covers vary by product.  We offer many colors to help you match your existing products or choose colors that mimic your team or school colors.  Our mats can also be custom made with any listed color - visit the Contact Us page for a quote.
  • 14 oz. mat cover colors - beige, black, blue, green, grey, orange, red, white, yellow, rainbow, or alternating color panels
  • 18 oz. mat cover colors - black, blue, green, red, yellow, rainbow or alternating color panels
  • 22 oz. mat cover colors - blue or tan
     
• What are the differences in foam density?
  We make our mats with various foam which differs in density.  Our mats are superior to the early generation heavy gym mats you might be used to.  We use a variety of foams with a wide range of indentation load deflection (ILD) ratings.  For large foam-filled shapes like octagons or inclines we have softer 40-50 ILD foam for comfort and safety.  We offer high quality cross-linked polyethylene foam in most of our mats as standard construction.  For lower-cost solutions we have rebonded foam which is a little heavier, but equally strong and resilient.  With floor surfaces requiring low weight and firmness we have 100 ILD polyurethane foam.  This formulation of foam has a high ILD rating to provide the best surface for martial arts or firm non-sagging applications.  Using our competition-tested designs we construct each mat with the best match of foam for the intended application.  Safety comes first - visit the Contact Us page to ask us about recommendations on a mat, if you are unsure of which one to buy.
   
• Which foam thickness is needed?
  Our mats are manufactured with various thicknesses to meet almost any athletic training, competition, or safety-enhancing location from a compact 1-3/8" thickness to a deep 32".  Some products are manufactured with only one thickness, but many are available in a range of thicknesses to meet your needs.  The deeper the foam construction the greater the cushion and shock absorption.  Safety comes first - visit the Contact Us page to ask us about recommendations on a mat, if you are unsure of which one to buy.
   

• What forms of payment does Tiffin accept?
  The quickest method to process your order is to use a credit card: VISA, MasterCard, American Express, or Discover card.  You can also send a check or money order to us - visit the Contact Us page for the mailing address.  If you mail in a payment, we have to wait until your payment clears before your order can go to production, this may take up to 10 business days.  At this time we do not accept C.O.D. payments.  Orders placed from our online store can be paid with a credit card or through PayPal payments.
  
  *Any items that are discounted are to be paid in a cash price only.
   
• Do you offer a payment plan?
  We are able to offer a variety of finance options through our leasing partner.  If you are interested in leasing or financing your equipment purchase, please visit the Financing section for payment details or to fill out an application.
   
• What are your payment terms when ordering?
  We custom make your mats as soon as your payment is processed.  We keep our costs low by only ordering materials as we need them to fulfill orders.  We are able to quickly turnaround mat orders by streamlining the production process which provides us with first-quality materials to make your mats. 
  • Orders under $500 are prepaid - 100% of the order total is due at the time of placing the order to put your order into production.
  • Orders over $500 are due in two payments - 50% due at ordering, 50% due at shipping.  You will be contacted when the order is ready to ship for final payment arrangements.  (Note: To expedite the entire process - you may prepay your order.  This allows us to ship as soon as your order is complete without delays for payment arrangements.)
  • Orders placed from our online store are prepaid - 100% of the order total is processed within the next business day when the order is placed in our production system.
     
• We reserve the right to update and/or change pricing without notice.

• What is the warranty on all Tiffin products?
  We offer a 1 year limited warranty on our mats.  Tiffin warrants all mats and shapes against defects in materials and workmanship for a period of 1 year from the date of shipment. 

• What are your product safety warnings?
  WARNING - Any athletic activity involving motion, rotation, inversion or height creates the possibility of serious injury including permanent paralysis and even death. No athletic mat is a fail-safe prevention to injury. FOR THESE REASONS, THE USER MUST ASSUME ALL RISKS OF PERSONAL INJURY WHEN USING ANY OF THE PRODUCTS LISTED IN THE TIFFIN WEBSITE OR CATALOG. These risks can be reduced by following these safety tips/rules:

1. READ AND FOLLOW THE U.S.A.G. SAFETY GUIDELINES FOR GYMNASTIC MATS. This is included in your shipment.
2. USE MATS AND FLOOR SYSTEMS ONLY UNDER THE SUPERVISION OF TRAINED AND QUALIFIED INSTRUCTORS.
3. CHOOSE YOUR MAT CAREFULLY. The type of mat selected must be appropriate to the activity, sufficient in amount, and properly set-up.
4. NEVER RELY ON MATTING AS YOUR PRIMARY SAFETY DEVICE. Incorporate performer readiness, appropriate skill progressions, competent instruction/supervision and proper spotting as a part of the use of these products.
5. INSPECT MATS CAREFULLY ON A REGULAR BASIS. Routinely check mats and floor systems for damage or deterioration of cover, stitching and /or foam core. If in doubt do not use product until consulting with your instructor or your mat manufacturer.
    

• Do you keep my information private?
  We do not sell or rent your information.  We use the information you provide only to process your order or answer your request.  We strive to respect your privacy, both as a customer and visitor to our website.   We are always working to improve our level of customer satisfaction. 
   
• What is your pricing policy?
  We make a best effort to keep the information we provide as accurate and up to date as possible.  Product availability and prices are subject to change without notice.  Not responsible for any typographical or pictorial errors.
   
• Product Error
  If you receive your products and you have a problem with it, you have 30 days to contact us and report your problem.  At that point we will do our best to fix it. Such things may include:
  1. Wrong size, color, or quantity.
  2. Missing items.
  3. Item misrepresented on website to what you purchased.