Frequently Asked Questions
BEFORE YOU ORDER
THE ORDER PROCESS
INSTALLING YOUR ORDER
BEFORE YOU ORDER
HOW MANY MATS DO I NEED FOR MY SPACE?
Our mats are approximately 21.5 sq ft. To find an estimate of how many mats you will need for your space, multiply the length by the width (in feet) of your space to get your total square footage, then divide that by 21.5 and round up the total. This will give you an approximate total number of mats you will need for your space. For more exact dimensions or to account for customizations, please speak with a Zebra sales representative.
WHAT PRODUCTS CAN I CUSTOMIZE FOR MY SPACE?
We can customize the size of mats and the logo/image that is printed on them. We can customize the color, print, and size of wall pads. We also offer customized colors and printing on bags, pole pads, bumper pads, and corner pads. Custom size bag racks are also available. Please note that customized products do increase the lead time, in some cases significantly. Some customized products also require quantity minimums. Please contact a Zebra sales rep for more detailed information.
CAN I PUT MY LOGO ON PRODUCTS?
Yes, we can put your logo on our mats, wall pads, bags, bumper pads, corner pads and pole pads. We will need your logo in an .AI or .eps in fully vectored format including font file.
WHAT TYPE OF SURFACE SHOULD THE MATS BE INSTALLED ON?
Our mats are best installed on concrete, hardwood, plywood, or tile. They can be installed on carpet but you will want to lay a layer of thin plastic visquine down.
WILL FITNESS EQUIPMENT OR OTHER EQUIPMENT DAMAGE MY MATS?
Any equipment with a sharp pointy edge will puncture the vinyl on the mats and void the warranty. Items like dumbbells, kettlebells, and free weights with sharp pointy edges can potentially damage the mats. The mats are designed to have a level of elasticity to protect humans and balance. Sensitive equipment should not be used on the mats. Items like medicine balls, slam balls, rounded kettle bells, and sand weights can all be used on the mats with no issues. If you need to put anything on the mat, always use a layer for protection (such as rubber flooring).
ARE SHOES OKAY ON THE MATS?
Yes, clean indoor tennis shoes or wrestling shoes are okay on the mats. However, they can cause scuffing, which will not be covered under warranty.
CAN ZEBRA INSTALL MY PRODUCTS?
99% of our customers install our products themselves using the instructions available on our Resources page, or find a local expert to do the installation. In some cases, Zebra may be able to install your product, but installation costs vary widely. Please contact a Zebra sales rep to get an installation quote.
THE ORDER PROCESS
Orders are typically processed within one business day. If the item/s are in stock and require no customization or manufacturing, they will be shipped within 2-3 business days after processing. If your order requires customization or manufacturing, your sales representative will have made you aware of current lead times and provided you with an estimated ship date. If you have placed an order for items that are out of stock, you will be contacted by our support team, who will advise you of estimated restock dates and options for your order. If you have an extremely important event like a grand opening, installation crew arrival, or other occasion, communicate this to your Zebra Sales Representative as soon as possible.
WHEN WILL MY ORDER SHIP?
Your sales order confirmation will have the estimated ship date based on stock availability, manufacturing, and the products ordered. This is the date the order is expected to ship from our warehouse and does NOT include transit time. We use an estimated shipping date because sometimes delays in manufacturing or packaging the products do occur. In almost all situations the estimated ship date is accurate within 2-3 days. Our operations team is in close communication with our manufacturers and logistics partners and is constantly advising our sales team on updated lead times for products. During the process of quoting your order, your sales representative will talk to you about estimated ship dates for your products.
See this blog post for more extensive information about our shipping process!
HOW LONG IS SHIPPING?
Transit time for your order depends on the type of product you ordered, the amount of product you ordered, and where you live. Transit time for small package orders is typically 3-7 business days, depending on where you are located. Orders that must be shipped via freight may require 7-10 days for transit. Both small package and freight transit times may vary from carrier to carrier. Zebra works with outside carriers and must rely on the information they provide regarding transit time and estimated delivery.
We are unable to ship to P.O. Boxes, APO, or FPO military addresses at this time. For shipping outside the US lower 48, please reach out to firstname.lastname@example.org
All products ship LTL or ground, but some products may be eligible for expedited small package shipping.
WHERE CAN YOU SHIP TO?
We ship anywhere in the world except for the following countries: Iran, North Korea, Syria, Sudan, Cuba, Venezuela, and any PO Boxes, APO, FPO, and Antarctica. Severe weather events may temporarily limit shipping in impacted areas.
WHERE IS MY TRACKING?
You will receive tracking information within one business day after your order has shipped. Please check your spam or junk folders, as sometimes the tracking information can be found there.
If you have not received tracking information and it is past your estimated ship date, please reach out to Support@ZebraAthletics.com. You can also utilize the chat feature on ZebraAthletics.com and inquire about your order status there.
CAN I CHANGE MY ORDER?
Yes, you can change your order up until it has been packed by our warehouse. If the order has been picked up by a carrier, we can no longer change your order.
CAN I CANCEL MY ORDER?
Yes, you can cancel your order up until it has been picked up by a carrier for shipment. After your order has shipped, there will be a fee to cancel your order.
WHY IS MY ORDER DELAYED?
The global supply chain crisis has caused delays in orders to become much more common. This can be caused by unknown or un-scheduled delays in ocean vessels, freight trains, or delivery trucks, or because of a manufacturing disruption. Sometimes orders may be delayed past their estimated ship dates. If your order is delayed past its estimated ship date due to manufacturing issues or carrier availability, Zebra will work hard to communicate the most accurate updated estimated shipping date. Please reach out to our support team at Support@ZebraAthletics.com so that we can assist in ensuring your order arrives to you.
WHAT IF I NEED TO CHANGE MY DELIVERY ADDRESS?
We will make every effort to reroute your order to a new delivery address. If your order has not shipped yet, we can make this change without charging a change of address fee. We will need to collect any increase in freight charges for the new delivery address. However, if your order has already shipped, we will need to collect a change address fee of $100 on top of any increase in freight charges for the new delivery address.
WHAT IS THE DELIVERY PROCESS LIKE?
For more information on the delivery process of our Zebra Mats, Puzzle Mats, Wall Pads, and Heavy Bags, visit our Delivery Process Page.
WHAT DO I DO IF MY ORDER IS DAMAGED?
If you encounter freight damage, DO NOT SIGN ANYTHING until the order has been fully inspected and all the following steps are taken:
- Take pictures of all suspected damage to the product
- Document “DAMAGE” on the delivery receipt. Make sure it’s written on both the customer copy and driver’s copy
- Once all steps have been completed, you can sign the delivery receipt
If you experience any difficulties, immediately reach out to our support team at 1-800-989-8085. Once you have your delivery, please reach out to our support team at Support@zebraathletics.com to file a freight claim. This must be completed within 3 business days.
WHAT HAPPENS IF I HAVE WATER DAMAGE?
Zebra Mats are water resistant, but they are NOT waterproof. If your mats sustain water damage, depending on the extent of the water saturation, there is very little that can be done to air out the mats. The foam core acts as a sponge and absorbs water, which will cause mold/mildew down the line. Please reach out to our support team, who can provide a water damage letter (in some cases) that you can provide to a landlord or insurance company. Your sales rep will be the best point of contact to provide you with a quote for replacement mats as well.
WHAT IS THE WARRANTY PROCESS?
CAN I RETURN MY MATS?
We are happy to accept unused returns within 30 days of delivery if you are unsatisfied with the product (custom products cannot be returned). The original shipping is non-refundable, there is a 15% restocking fee, and the customer is responsible for shipping the product back to our warehouse. Refunds or account credits are typically processed within 5-10 business days after the product is received. Please reach out to Support@zebraathletics.com and reference your sales order number in the subject line to begin a return.
INSTALLING YOUR ORDER
For assistance installing your new equipment, please use the guides below. If you need further assistance, please contact Support@zebraathletics.com.
CAN I CUT MY PRODUCT TO FIT MY SPACE?
Yes, all Zebra Mats and Wall Pads can be cut to fit your space. Please use the following guides to properly cut your mats.
For information on cleaning Zebra Mats, see our Care and Maintenance Guide.
For information on cleaning Zebra Puzzle Mats, see our Care and Maintenance Guide.
WHAT PRODUCTS CAN I USE TO CLEAN MY MATS?
Cleaning your mats is a daily necessity. We always recommend Zebra’s Disinfectant Cleaner. No rinse formulas are best for mats, but it is important to use the appropriate type. Cleaners like Lysol and dish soap don’t require rinsing, but will leave a film on the mats. The film is slippery and may cause injury while training. In time, the film will also cause dirt and other debris to cling to the mats. Harsh cleaners like bleach should not be used on mats. Bleach and other types and brands of mat cleaners may break down the vinyl of the mats.
I HAVE SMOOTH MATS, NOT TATAMI. DO I NEED TO DO ANYTHING DIFFERENT WITH MY SCRUBBER?
For smooth Zebra Mats, we recommend purchasing the Micro-Fiber Scrubber Pad to avoid scuffing the surface of your mats.
HOW CAN I MAKE SURE I AM USING MY SCRUBBER MOST EFFECTIVELY FOR CLEANING MY MATS?
Our Micro-Fiber Scrubber Pad is the perfect addition to Zebra Gym Scrubbers that are used on smooth Zebra Mats and other hard and smooth flooring surfaces. Micro-fiber technology lifts and locks-in dirt and grime, leaving your facility looking crisply clean.
WHAT KIND OF TAPE CAN I USE ON MY MATS?
You can use any vinyl tape (e.g. electrical or painter’s tape). If the tape leaves residue, sample a corner of your mat with GooGone for removal. This is safe to use in small portions to remove residue left from tape.
CAN I USE A STEAMER TO SANITIZE MY MATS?
No, the vinyl covering of Zebra Mats is heat adhered to the foam core. Any type of heat will cause bubbling within the mat, which will not be covered under warranty.
WHAT IS THE DIFFERENCE BETWEEN YOGA/FITNESS TILES AND THE ZEBRA PRACTICE BASE?
Both the Zebra Practice Base and the Zebra Yoga/Fitness Tiles are suited well for home training and studio training. However, there are some differences. The Zebra Practice Base is a great solution for home yoga or fitness training. This 0.5” mat offers both cushion and stability for gentle practice or stand up fitness and martial arts, and is lightweight enough to be easily transported or folded for storage. Our Zebra Yoga/Fitness Tiles are a step up from our Zebra Practice Base. With 1” of thickness, the Zebra Yoga/Fitness Tiles offer extra cushion for more intense yoga practice such as aerial or acro yoga, and are still stable and rugged enough to hold up to commercial grade fitness training. The extra thickness in the Zebra Yoga/Fitness tiles make them particularly well suited for hot yoga, as they are temperature stable and won’t expand or contract like other hot yoga floor. They also have machine cut edges, allowing them to fit tightly together for a permanent install without having to use the chemical sealants and glues other options require. If you have additional questions, contact our yoga and fitness specialist Nick Bez.