Frequently Asked Questions
Here are some frequently asked questions. If your question isn't answered here, please contact us and we'll answer it.
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 will ship in approximately 1 to 2 weeks. 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 APOs?
A. Yes, we can ship to APOs using the U.S. Postal Service. Orders shipping to APOs need to be placed over the phone. Please contact us.
Q. Do you ship outside of the United States?
A. Yes. Please email us or call 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 full refund. Please call us at 888-477-6532 or 513-860-2711 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. 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. 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. For the mat to have a chance to work, the key thing to look for is the center interlocking tooth of each edge of the 2x2's. Ours are designed to connect to both 2x2 and 1x1's. To do that, the center "tooth" is an angled piece- it's easy to see since it's different than all the rest. If your mat has this, then it is more likely that the mats will fit. There are other issues that may make it not fit, but at least you have a chance. Some customers have snipped off the "offending piece" to make it fit.
Q. What is the difference between 5/8" Inch Mats vs. 3/8" Mats that other companies offer?
A. SoftTiles 2x2 Foam Mats are 5/8" thick. A quarter inch doesn't seem like much of a difference, but when you feel the mats you can really tell the difference that ours are a sturdier quality. Our thicker 5/8" Mats are more cushioned, last longer, and are less likely to come apart than the cheaper, flimsier 3/8" mats.
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.
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.
Q. There are 2 sides of the mats on the 5/8" mats. Which side is used as the top?
A. SoftTiles are designed with the textured (embossed) side facing up with the smooth side is the bottom. However, for some purposes, people have chosen to use the smooth side up. Alphabet mats can only be used with the textured side up because the letters will be backwards otherwise.
Q. Do you have inside corner border pieces?
A. We do not have inside corner border pieces, but they can be made by trimming 2 border pieces at an angle to make an inside corner. Usually you need an inside corner when you have an L shaped configuration.