How can we help you?



Why is the mat thin upon arrival?

For an easy, germ-free and eco-friendly shipping method, Tatami Kids uses vacuum compression for better transportation of mats. After three to five days, the creases and shrinking due to compression will naturally recover. 

To accelerate this expansion or if the mat has not expanded out fully after 5 days, please do the following:

  • Steam the whole mat with a steaming iron or steamer for clothes (recommended)
  • Iron any deep creases - like you would when ironing clothes.

What happened to your Packaging Inserts?

In our bid to reduce waste and our overall carbon footprint, we have stopped printing and sending any packaging inserts. We will still send this information to you digitally via email once your mat has been delivered to you!

Is your packaging recyclable?

Yes, we've made a point to make all our packaging 100% recyclable.


Covid-19 Shipping Notice

Due to the Covid-19 pandemic, our shipping times are unfortunately slower than normal due to limitations from customs and couriers. We aim to do our best to get your orders to you within 7-14 days, however, due to Covid-19 it could take longer.

To track your order, input your order number and email or tracking number in our Order Tracking Page.

How do I track my order and shipping?

Track your order fulfilment and shipping here. You can also access our Order Tracking page by clicking the icon (example below) on our main navigation bar.


What are the shipping details?

We ship globally and it takes typically 7-14 days depending on the country of destination.

What countries do you ship to?

We deliver globally! If there is a problem with shipping to the country of  your order destination, we will contact you immediately. 

What countries do you offer Free Shipping?

Due to our warehouse location, we offer Free Shipping to the below countries year-round. We're expanding our business and our aim is to have Free Shipping globally!

  • Hong Kong
  • South Korea
  • China
  • Taiwan

Restricted Countries/Regions

Unfortunately due to certain customs limitations or limitations caused by the pandemic, we cannot offer shipping to the following countries or regions:

  • Brunei
  • Sri Lanka
  • Azerbaijan

Returns & Refunds

What is your Exchanges & Returns policy?

Due to the limitations of COVID-19, we cannot accommodate returns or exchanges at this time. All purchases are final.

View our Returns & Refunds Page for updates and more details.

What is your Refund Policy?

We currently only allow refunds on defective, damaged or wrong items. Please email with an attached image of the damage/defect within 7 days. The item must be in the original and unused condition along with packaging to be eligible for a refund.

If you wish to cancel the order before it has been fulfilled by us, a credit card transaction fee of 3.4% of the total order value (including shipping costs) will be deducted to the refunded amount. If the order has already been fulfilled then a cancellation/refund cannot be issued.

View our Returns & Refunds Page for updates and more details.

What is your Warranty policy?

Due to the Covid-19 pandemic, we currently do not offer any warranty and returns on warranty.

Duty & Customs fees

What is your Customs, Duty and Tax Policy?

We do not charge any customs, duty or tax to customers upon check out. It is strictly the customer's responsibility to independently pay any customs, duty or tax fees if they occur in the country of delivery. We do not offer any returns or refunds based on incurred custom, duty or tax fees.

Product Cleaning & Maintenance

How do I clean the mat?

Spot cleaning

Best method is spot cleaning for isolated dirt and stains or hand washing the whole mat.

Hand Washing (recommended)

When hand washing, soak or rinse the mat with small amounts of detergent. Squeeze excess water out after and air dry.

Machine Washing

Machine washable, but do not use a washer with an Agitator. It is not safe for the mat to dry it using a dryer - air drying is recommended.


Vacuum safe with a normal or carpet head. Pet fur and hair cleaning with a vacuum is recommended.

How do I properly store the mat?

  • The ideal method is to roll up the mat. When ready to reuse, roll in the opposite direction and leave for a few hours to a day before use. The mat can be folded as an alternative; any creases or shrinking will recover in a few days.
  • To maintain original form and quality long-term, store flat and face up, for example, under a bed.

What are other maintenance tips I need to know?

  • Keep mat in a cool dry place to maintain longevity of its quality.
  • Material discolouring may occur after a while.
  • If there is an odor when first receiving the mat, don’t worry, that odor goes away after a few days.
  • Color transferring onto another surface can occur if excessive and/or continual rubbing occurs. Please avoid.
  • Urethane (Buffer) will deteriorate the mat if put in contact.

Custom sizes, Colors and Patterns

Can I order Custom Sizing & Custom Colours/Patterns?

Absolutely! Please send us an inquiry email at with details on size, colour, and/or pattern. We will get back to you with further next steps to make your design a reality.

Customer Support

How do I contact Customer Support?

You can fill in and send a form through our Contact Page or send an email to

    Safety & Material

    What is the mat made out of?

    • 100% polyester (top)
    • High-Density Memory Foam (inner)
    • PVC Anti-slip material (bottom).

      Is the mat safe for infants and children?

      We have certificates and passed the CE, BSCI, SGS certification, and European standards of manufacturing and safety.

      What are safety information about the mat?

      • US & EU certified material safety.
      • Formaldehyde-free.
      • Allergen-free
      • No irritation to the skin.
      • Non-toxic materials.
      • No deformation.

      What are your recycling policies?

      All our packaging and printed marketing material are 100% recyclable, and our poly-mailer that is used to ship the mat to you is fully biodegradable too.

      Product Questions

      The color of the item received doesn't match exactly what the photo showed, why?

      Due to variances in monitor resolution and color, as well as photography settings, lighting and post-production effects, items shown on photos online and items received may not match exactly. Also, if there was a last minute design change on a product, small variances may occur (stitching, accent colors, etc). If it is a large change, it will be noted in the product description.

      Other Use Cases

      What are other use cases of the mat?

      • Prayer rug
      • Crawling training
      • Walking training
      • Meals / Gatherings
      • Mat for standing desk