Shipping & Returns

SHIPPING

Where do you ship?

We ship to the 48 contiguous US states and Washington, D.C.

We can't currently ship to Alaska, Hawaii, US territories such as Puerto Rico and Guam, or APO/FPO addresses — carrier costs to those destinations are around three times our standard rate. We don't ship internationally yet either.

How much is shipping?

Free standard shipping on every order. No minimum, no thresholds.

Will I pay customs or import fees?

No. CubOak pays all duties and import fees before your parcel is dispatched, so the price you see at checkout is the price you pay. You will never receive a customs bill. If any carrier ever asks you for a payment to release a CubOak order, don't pay it — email us and we'll sort it out.

When will my order ship?

Orders are dispatched within 3 business days. You'll get a tracking link by email as soon as your parcel leaves the warehouse.

How long does delivery take?

5 to 12 business days from dispatch. Our fulfillment partner delivers 98.8% of parcels on time.

Can I track my order?

Every order ships with end-to-end tracking. It's normal for tracking to go quiet for a few days while a parcel is in transit or clearing customs. If it hasn't updated in 7 days, email info@cuboak.com and we'll chase it for you.

Where does my order ship from?

Our mats are made in China and ship directly from our fulfillment partner's warehouse. Cutting out the middle warehouse is how we keep the price where it is.

IF SOMETHING GOES WRONG

We'd rather fix a problem and prevent it from happening again than argue about it. These three cover almost everything.

What if my mat arrives damaged or defective?

Email info@cuboak.com within 30 days of delivery with your order number and a photo. We'll ship a replacement free of charge, or refund you in full — your choice. You don't need to send anything back; keep or recycle the original.

What if I receive the wrong item?

Same thing: photo, order number, and we'll send the right one at no cost. Nothing to return.

What if my parcel never arrives?

If tracking shows no movement for 7 days, contact us and we'll open a claim with the carrier and send a replacement. If tracking shows delivered but nothing arrived, please check with your household and neighbors first, then contact us within 14 days of the delivery date.

CHANGING, CANCELLING, OR RETURNING

Can I cancel or change my order?

Before it ships, yes. Email info@cuboak.com and we'll cancel and refund you in full, or switch the size or color for you. Orders leave the warehouse within 3 business days, so contact us as soon as you can.

Once an order is with the carrier, we can't cancel or change it.

Can I return my mat?

If there's anything wrong with it, you don't need to — see above, and it costs you nothing.

If you've simply changed your mind, you can request a refund within 30 days of delivery. Because we ship from our fulfillment partner's warehouse rather than holding stock in the US, returns are arranged individually: email us first and we'll send instructions. Please don't send anything back before you hear from us.

Change-of-mind refunds are for the product price, less a $30 handling fee, and return shipping is at your cost. The mat needs to be clean, unused, and in its original packaging.

Full terms are in our Refund and Returns Policy.

How do I choose the right size the first time?

Return shipping on a mat this size isn't cheap, so we've tried to give you everything you need to get it right: a size guide drawn to scale, real photos of every colorway, and full dimensions in feet and centimeters. If you're unsure which size fits your room, email us before you order and we'll help you work it out.

CONTACT

How do I reach you?

Email info@cuboak.com and we'll reply within 2 business days. For quick questions, our FAQ may already have the answer.

CubOak — LightBlue Trading LLC 30 N Gould St, Ste R, Sheridan, WY 82801, United States