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 in 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 2-3 weeks. Shipping time to the East Coast is about 2-3 days, the West Coast 4 days.
Q. How much is shipping?
A. Shipping depends on how much you order. If you have an idea how much you are planning to order, you can contact us for a shipping quote.
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 costly 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 two weeks of receipt if they have not been used. Mats to be returned must be shipped at YOUR COST to our warehouse. 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, 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. You can save money on shipping, see all the colors and even layout a small area to see if the SoftTiles Interlocking Foam Mats are for you.
We're open Monday-Friday 9:00AM to 5:30PM. Our address is 9465 Sutton Place, West Chester, OH 45011. The location is in West Chester, though the post office says we're in Hamilton. 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!
Q. Why are your prices lower than other places? Is the quality the same?
A. Our SoftTiles are top quality foam mats! The reason we are able to price the mats lower is that we sell to our customers directly. We have streamlined our product lines so that we carry only the most popular colors.
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.
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 or in areas where spills occur. Any water on the SoftTiles will just sit on the surface.
Q. Are the mats safe for kids?
A. 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 toy safety standards. We have had a sample of our mats tested by an independent testing lab and the results show that it is formamide free.
Q. Are your mats compatible with mats that I've bought from other companies?
A. There are a few manufacturers of this 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 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. The 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 it in the garage and drive my car over it?
A. We have tried the SoftTiles in a garage and have parked a car over it. After a year of using it, there are some minor indentations and the mats did slide around a little due to the weight of the car.
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 side carpet tape may be used to secure the mats in place.
Q. Will furniture/trade show equipment damage the foam mats?
A. Tables and heavier items will often leave a visible indention in the mats. The indentations will pop back a little when object is removed, but it may not pop back completely. If noticeable, the mats can be rearranged so that the mat is placed in an area that is not seen or the mat can be simply replaced. Anything that concentrates weight on small areas will leave a permanent indentation mark on the mat's surface, for example, chairs or tables with metal-tipped legs, and high-heeled shoes.
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. 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.
Q. Will high heels puncture the mats?
A. High heels and other sharp objects can leave permanent markings on the mats.
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.
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.