Here's the answers to our most commonly asked questions about our doormats. 

How will I know that you have received my order?
After you complete the checkout process, a receipt will appear on your screen detailing your final order including shipping charges, your billing address, and the items that are being sent to your shipping address. Please keep this receipt for your reference. You will also receive confirmation via e-mail that we have received your order. (Please be sure to enter your e-mail address correctly on the order form so that we can be sure to deliver your confirmation to you.) 

What are the turnaround times?

Delivery times vary based on the design you order. We stock many of our standard designs in both the painted and embossed finish. Lead times are displayed on the product page of each mat and in the order confirmation email sent following your purchase.

• Standard Designs (non-custom): 1 - 2 weeks dispatch from order placement.
• Embossed Mats: made to order with a 3 - 4 week production lead time.
• Everlast Mats: made to order with a 4 - 6 week production lead time.

Lead times can extend during busy periods, or depending on material availability. The turnaround can also extend based on delivery location; metro deliveries are quicker than rural deliveries.  

Please note, if your order includes multiples items fulfilled from different warehouse locations, these items will be dispatched separately. Standard in-stock mats are shipped from our Auckland warehouse, while all custom mats are made and dispatched from our Melbourne Australia warehouse.

Please note that Door Mates is not responsible, nor in control of shipment delays, or lost parcels, once the item is in the hands of the courier. 

What are the shipping costs?
Shipping and handling costs start from $20. This amount may vary dependent on weight or location of shipping address. The shipping amount will be shown at the checkout, before you complete your order. 

How do I track my delivery?
When you mate is on the way you should receive an email or text notification with delivery updates. These are automated delivery updates. Please email us if you have any concerns or questions around delivery of your order. 

Where will my doormat be kept if no one is home?
If no one is home to claim the package, don't stress! Your package will be left in a safe place at your shipping address.

Can I customise my doormat more?
You will find that certain custom doormats have a word or date that's not your cup of tea. We may be able to tweak the design slightly, so if you wish to customise your doormat even more, flick us a quick email at hello@doormates.com.au and we will see what we can do so you get the mat of your dreams! 

What if I'm not satisfied with my doormat?
Then we would love to know. Please email us at hello@doormates.com.au and we will see what we can do. 

Why can't I use more than one discount code at a time?
You can only use one discount code per order, as discount codes cannot be used in conjunction with any other offer.