Frequently Asked Questions | FAQ

Here are some frequently asked questions. If your question isn't answered here, please contact us and we'll answer it.

New Manufacturer- March 2022

Q. Why did SoftTiles switch manufacturers?
A. The global shipping crisis has caused shipping container prices to rise 6X in the past year. As a smaller company it is harder for us to secure spaces on shipping vessels. Containers that we ordered sat in a warehouse for months in Taiwan waiting for space on the vessels unless we paid "expedited rates" which is basically the shipping companies auctioning off the space to the highest bidder. Long story short, we had to find an alternative supply of mats or we'd have to close our business and stop making the mats that our customers want.

Q. What are the differences between the new mats and our previous mats.
A. The new mats are 1/2 inch thick and have a border (non-sloping) that finish off the tile. The tiles are nontoxic, high quality, and feel good when walked on. They are incompatible with our previous mats. They physically do not fit with our previous mats. Because of their design, 1 foot tiles are no longer possible. Each mat comes with two border pieces of the same color as the mat. Because of this we no longer sell borders separately. It is also not possible to have a mat with one solid color border.

Q. Do you still have some of your previous tiles left?
A. We have very limited amounts of our previous tiles left. Please chat with us for more info.

Q. Will you ever get mats with a sloped border again?
A. We love the sloped borders, but manufacturers find it difficult to make. We were pretty much the only ones that sold them and we have not found anyone else willing to make them.

Questions about Ordering 

Q. Where do you ship from? And how long does it take for items to ship?

A. Our warehouse is located West Chester, OH a northern suburb of Cincinnati, Ohio. Orders for stock items generally ship within 1 to 2 days. Orders with any custom die-cut items take approximately 1 week for us to make. Shipping time to the East Coast is about 2-3 days, the West Coast 4 days.

Q. How much is shipping?

A. Shipping costs are calculated based on the quantity of mats that you order. All orders are shipped by UPS Ground.

Q. How do you ship your products? Can I overnight the mats?

A. Our standard method of shipping is UPS Ground. Please call if you need mats shipped overnight. We don't recommend that, as the cost for shipping via express services is very high and will always be considerably more than the cost of the mat itself.

For very small orders of just a few tiles or replacement pieces, we may opt to ship by US postal service.

Q. Do you ship to APO/FPO/DPO addresses?

A. Yes, we can ship to APOs using the U.S. Postal Service. Please chat with us if you have one of these addresses as we will have to manually process your order.

Q. Do you ship outside of the United States? Shipping to Canada? Shipping to Europe?

A. Yes. Please chat with us for a shipping quote. It can be quite expensive to ship overseas, but we'll try to find the cheapest way possible.

Q. What is your return policy?

A. Mats can be returned within 30 days of receipt if they have not been used. Mats to be returned must be shipped at YOUR COST to our warehouse, and be completely new (hair and dirt free) to receive for a refund (excluding original shipping cost). Please contact us via chat or email to get a return authorization.  Mats that have been custom cut are NOT eligible for return.

If you are unsure of the colors or material, please request a sample before you purchase.

Q. Do you have distributors or stores in my location?

A. No. We sell direct to consumers and ship directly from our warehouse in Cincinnati.

Q. Where are you located? Can I see the mats in person?

A. Are you looking for Interlocking Soft Foam Mats in Cincinnati? If so, you're in luck because this is where our warehouse is. Though we don't have a showroom, one of our friendly staff is happy to show you the mats, all the color options, and help you figure out what you need.

We're open Monday-Friday 9:00AM to 5:30PM. Our address is 9465 Sutton Place, West Chester, OH 45011. We're located off of State Route 747 about 3 miles north of Tri-County Mall. Please call ahead to let us know that you're coming!

Questions about the Products

Q. What are SoftTiles made of?

A. SoftTiles are made from a non-toxic EVA (ethylene vinyl acetate) foam. Our EVA foam floor mats do not contain plasticizers like BPA or phthalates, and have been tested to be formamide free. SoftTiles are not treated for flame-resistance.

Q. Which side of the SoftTiles mat is up?

A. SoftTiles are designed so that the textured side is up with the smooth side down. This side is embossed so it is more durable and easier to clean.

Q. Are SoftTiles waterproof?

A. SoftTiles are made from a closed cell EVA foam and the tiles are completely waterproof. SoftTiles can be used in basements, and are more forgiving than other surfaces for spills . Any liquid on the SoftTiles will just sit on the surface.

Q. Are the mats safe for kids?

A. YES. SoftTiles mats are made from a non-toxic EVA foam that is used in many different children's products. The mats have been tested to meet EN-71 toy safety standards which means they are lead free. We have also tested to be free of formamide. There are no fire retardants, phthalates, PVC, formamide, formaldehyde, latex. We have been selling to the children's market since 1994 so having safe products for kids is the most important thing for us.

Q. Are your mats compatible with mats that I've bought from other companies?

A. There are a few manufacturers of this type of product and there is quite a variety to the dies that are used. Some people have had luck using our tiles with others, but we cannot guarantee it. 


Q. Can I use the SoftTiles on carpet?

A. The SoftTiles are best utilized on a flat floor surface, thus hardwood, ceramic tile, low pile carpet are ideal. If used on a high pile carpet, die-cuts are more likely to pop out, so we would recommend steering away from designs that have little to hold the shape in place (Circles and Squares) or designs with a lot of die-cut pieces (i.e. the Transportation design). Die-cuts such as the Safari set would be a better option because the die-cuts are single piece cuts with lots of contour in the design to better hold the shape into place. Solid color mats are probably the absolutely best option we have to offer if this is of concern.

Q. Can the mats be used outside?

A. The mats can be used outdoors in covered areas or areas that do not get much sunlight. Sunlight causes the mats to breakdown and the surface to deteriorate. Black and Gray mats may warp with heavy sun exposure. SoftTiles can be used outside temporarily and then covered or brought in when not being used. Mats can be used under a pool as a cushioned surface, and are great for creating a temporary play area on a deck or patio.

Q. Do mats need to be adhered to the ground?

A. Depending on the size of the mat, the weight of the mats connected together are usually sufficient to keep the mats from moving. For more active uses, such as aerobics and martial arts, double-sided carpet tape may be used to secure the mats in place.

Q. How do you clean the foam mats? What kind of cleaning solution do you use?

A. We recommend soap and water to clean the SoftTiles mats, though other cleaning solutions should work fine. For mats that have ground in dirt, we use a warm/hot water detergent solution. If the mats have an oily residue, we generally use a dish soap (Dawn) solution. For light cleanups, we have used the Swiffer Wet Jet Mop, which works pretty well. We've heard from customers that steam-cleaning is another option that works.

Q. Can I use a vacuum on SoftTiles?

A. We don't recommend using a vacuum on SoftTiles because the vacuum's beater brush can damage the mats. If you are able to turn off the beater brush and use the vacuum on bare floor mode, it may work, but please try it on an isolated area first. SoftTiles is not responsible for vacuum damage to mats.

Q. Are the mats good with pets in the house?

A. It really depends on the pet. If your pet tends to dig and claw at things, claw marks will show up in the mats. Pet nails are sharp and can damage the mat.

Q. Will furniture/trade show equipment damage the foam mats?

A. Anything that concentrates weight on small areas will leave a permanent indentation mark on the mat's surface, for example, chair or table legs, and high-heeled shoes. Heavier items will compress the foam as well, and leave a visible indentation in the mats. Depending on weight distribution the mat may pop back some, but not completely.

Q. Will high heels puncture the mats?

A. High heels and other sharp objects will leave permanent markings on the mats. We recommend that you avoid walking across the mat with high heels on.

Q. How can I custom fit the SoftTiles exactly in a room?

A. Tiles can be trimmed using a utility knife and a straight-edge for a wall-to-wall installation. We recommend that you leave about a 1/2 inch space between the edge of the mat and the wall, to allow some room for the mat to expand.