Frequently Asked Questions
Has my order shipped?
Orders must be received by 3PM PST to go out the following business day. Though most orders are able to process in that time, please allow 1-3 business days for processing in busy times. Please be aware of this possible timeframe when selecting your shipping method. Your orders are important to us, and we will keep you updated on the status.
My order has been delayed or updated to "Processing." What exactly does that mean?
In some cases we have items that are available for purchase on onthemat.com that may not be physically in stock at the time of your order. This is because they are goods we make in our southern California warehouse in bulk or to order, rather than wait on overseas shipments and limited production runs with excessive turnaround times. Items that we produce in house are our lines of OTM T-Shirts, Rash Guards, and various new styles of Shorts. When an order is placed for an item that we produce but is currently not physically in stock and ready to ship, it is then sent directly to our production department for processing so that they can be fulfilled and shipped ASAP. Estimated turnaround for production is 3-5 business days for most items. Our customer service representatives will reach out to you personally to make sure you are aware of this potential delay in the shipping of your order, or will offer alternative solutions if you cannot wait for the production of the item to be completed. In the event you would like to change or cancel your order rather than wait on production, simply call our Customer Service number at (714) 421-4104 or email us at firstname.lastname@example.org
How do I track my shipment?
When your order is shipped, you will receive a confirmation e-mail that contains your tracking number. In order to view the status of your shipment, you can visit the UPS Tracking Page at the UPS website. You can also visit the USPS Track and Confirm page.
How do I change quantities or cancel an item in my order?
We will do our best to update your order while it is in the processing stage. Please note that once an order has shipped, the order is no longer able to be changed.
How do I return my product?
Pack the items according to our return policy and ship it to the return address on the invoice.
How do I contact you?
You may call the customer service contact number 1-714-421-4104 or send an e-mail to email@example.com
What if an item I purchased is out of stock?
We will notify you that the item is unavailable and give you the option of backorder or return of funds.
Do I have to pay sales tax?
Sales tax is added only to orders where the billing address is located in California.
Can I place an order over the phone?
Yes, you can reach us as 1-714-421-4104 Monday through Friday 9am to 5:30pm. Any other time, please leave us a message, or send us an e-mail at firstname.lastname@example.org, and we will do our best to get back to you by the next business day.
Do you ship to international addresses, APOs, or PO Boxes?
Yes. We do ship to international addresses and APOs. We do not ship to PO Boxes via UPS, you must use USPS mail.
What is your return or exchange policy?
We are proud to accept any product in its original, odor-free, unused or unworn condition (with any tags) for up to 30 days from the date of shipment. Please be sure to include the order number and invoice in the return package. You will be responsible for return shipping costs. You may either receive store credit or a refund, less shipping. Full refunds will only be given if the product is defective. For your protection, undergarments, swim suits, mouth guards, protective cups, fight socks, compression shorts and supplements cannot be returned, even if they are new. If you do not wish to exchange your product, you will be charged a 15% restocking fee.
Where can I send my return/exchange?
On The Mat
Attn: Web Returns
5402 Commercial Drive.
Huntington Beach, CA 92649
How long will my order to take to arrive?
Orders normally ship next business day. Shipping times can be approximated by referencing the map below. Please refer to the legend in the lower right corner.
What payment methods do you accept?
We accept all major credit cards (Visa, MasterCard, Discover, and American Express) and PayPal.
Why did I have to pay extra money when my international shipment arrived?
Each individual country and region has a local customs office. For all international shipments, this office has the ability to choose what, if any, they are going to charge for inspecting the contents of international orders. Sometimes they do not charge anything. Other times, though few and far between, they have charged fees in excess of $50. Ultimately it is the decision of your local customs office to determine not only to delay the delivery of your order, but also charge any additional fees they so choose before they release your order to you.
How do I get sponsored by OTM?
Please fill out an application here
Does OnTheMat offer Wholesale Accounts?
Yes we do. Please click here to fill out an application.