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FAQ

General
Hours of Operation & Closures

Corporate Office Hours & Closures:
8AM – 5PM Central Standard Time


Holiday Closures:
May 25 - Memorial Day
July 3 - Independence Day
September 7 - Labor Day
November 26-27 - Thanksgiving
December 24-25 - Christmas
December 31- January 1 -New Years

Email: support@gelpro.com

Can I order a custom-sized mat?

At this time, we do not offer custom sizing for residential mats. We are always trying to evolve our product (new styles, sizes, colors, etc) and your input is greatly appreciated.

If you are interested in getting information regarding a custom mat for commercial use, please contact us here.

Are your mats recyclable?

Our mats do not contain toxins. We suggest contacting your local recycling company to see if they will accept it. The mats are suitable for disposal with regular trash pick-up.


We are set up for the recycling of our gel (Classic, Plush, Elite) mats. If you would like to return the mats for recycle, please ship them to:
Let’s Gel, Inc.
Attn: Recycle
501 Precision Dr
Waco, TX 76710

Do your retailers sell custom size GelPro mats?

At this time you may only purchase a designer size GelPro Classic or GelPro Plush mat direct from GelPro.

Will you provide a Fabric Sample Rebate on my next order?

You will see a fabric swatch refund section on the checkout page. Please provide your fabric sample order number in the field and hit apply.
If you have any issues, please Click Here to contact us here.

What kind of shoes can I wear on my mat?

We only suggest wearing shoes with a flat bottom surface. Example: tennis shoes, ballet flats, flip flops, wedges. Do not wear high-heeled shoes (especially "stiletto" type heels) on your mats. These sharp heels can potentially damage the surface of the mat. Shoe punctures are not covered under warranty.

Can I cut or modify my mat?

Our products are not designed to be cut or modified. Cutting your mat will void the warranty.

How much do the GelPro Classic, GelPro Plush and GelPro Elite mats weigh?

Product dimensions/ approximate shipping weights are as follows:


GelPro Classic: ½" thick
20x36= 12 lbs
20x48= 15 lbs
20x72= 21 lbs
30x48= 26 lbs
30x72= 35 lbs
30x108= 46 lbs


GelPro Elite: ¾" thick
20x36= 13 lbs
20x48= 18 lbs
20x72= 26 lbs

How much do the NewLife Professional Grade and Designer Comfort Mats weigh?

Product dimensions/ approximate shipping weights are as follows:


Newlife Professional:
13x17= 2 lbs, 5/8" thick
20x32= 6 lbs, ¾" thick
20x48= 9 lbs, ¾" thick
24x36= 9 lbs, ¾" thick
20x72= 13 lbs, ¾" thick
36x60= 20 lbs, ¾" thick


Newlife Designer Comfort Mat:
18x30= 3 lbs, 5/8" thick
20x32= 4 lbs, ¾" thick
20x48= 7 lbs, ¾" thick

How much do the Newlife EcoPro and GelPro Medical mats weigh?

Product dimensions/ approximate shipping weights are as follows:


Newlife EcoPro/EcoPro Advantage:
18x30= 5 lbs, 5/8" thick
20x32= 6 lbs, ¾" thick
20x48= 9 lbs, ¾" thick
24x36= 9 lbs, ¾" thick
20x72= 14 lbs, ¾" thick
36x60= 22 lbs, ¾" thick


Newlife EcoPro Continuous Comfort: ¾" thick
20x90= 19 lbs
20x132= 29 lbs
20x174= 36 lbs
20x216= 47 lbs
20x258= 54 lbs
24x66= 19 lbs
24x96= 28 lbs
24x126= 33 lbs
24x156= 38 lbs
24x186= 46 lbs
24x216= 53 lbs
24x246= 56 lbs
36x114= 49 lbs
36x168= 63 lbs
36x222= 83 lbs
36x276= 100 lbs


GelPro Medical: ¾" thick
18x24= 9 lbs
20x32= 11 lbs
20x48= 19 lbs

Promotions
When do you have promotions?

We have many promotions throughout the year. Join our mailing list to receive promotional emails: Join our Mailing List
Please view our promotion page for more information. GelPro Coupons

How do I use my promotion code?

1. Place the items you wish to purchase in your shopping cart.
2. Under “Order Summary," click on the + sign.
3. Enter your code.
4. Proceed to checkout.

Can I use two promotion codes for one order?

Promotion codes may not be combined per one order or applied to prior purchases. This applies to free shipping promotion codes.

Please view our promotion page for more information.
GelPro Coupons

Warranty Policy
What is your warranty policy?

Please click here for more information

Order Status
What is the status of my order?

Contact Us

Email: support@gelpro.com

If your order has shipped, you should have received an email with a UPS tracking number. You may track your order here:
UPS TRACKING

Backorder Notices

Thank you for your interest in our products! Occasionally, we may temporarily run out of a particular size/pattern/color of mat. You may still place an order with us, but your order will be on “backorder". This means that as soon as stock is available again, we will ship your order. A notice of backorder will be posted when you select an item for purchase.

A few things we want you to know:
• We ship all orders as soon as possible.
• Your credit card is NOT charged until your order ships.
• For the latest updates/estimates regarding a backordered item, you can contact us at support@gelpro.com
• When your order ships, you will receive a confirmation and UPS tracking number via email.

Care Instructions
How do I care for my product?

Please view our Care Instructions here:
Care Instructions

Are your mats pet friendly?

GelPro:
The top synthetic leather surface of our GelPro Mat is durable enough for daily use, yet soft enough to let your feet "sink" into. If your pet can scratch or damage other objects in your home made of leather, rubber, cloth, vinyl, etc. they would be able to scratch the GelPro Mat as well. In the event that the mat should be punctured, the gel core is in a solid state, is non-toxic, and will not leak out. Our mats are non-toxic and are considered safe for pets, HOWEVER we recommend you contact your veterinarian if your pet ingests a portion of the mat or any object that is not considered edible.

NewLife:
The foam surface of our NewLife Mat is durable enough for daily use, yet soft enough to let your feet "sink" into the foam. If your pet can scratch/damage other objects in your home made of leather, rubber, cloth, vinyl, foam, etc. they would be able to scratch the GelPro Mat as well. Our mats are non-toxic and are considered safe for pets, HOWEVER we recommend you contact your veterinarian if your pet ingests a portion of the mat or any object that is not considered edible.

Shipping
What is the shipping lead-time for my order?

• GelPro Classic and GelPro Plush Standard Sizes (18x24, 20x36, 20x48, 20x72) ship within 3-10 business days.*

• GelPro Elite mats (excluding Decorator Collection) ship within 7 business days.*

• GelPro Elite Decorator Collection: 20 x 36, 20 x 48 ship within 7 business days. 20 x 72 Decorator Collection Mats ship within 7-10 business days. *

• Oversized Mats (28x48, 28x72, 36x48, 36x72, 30x48, 30x72, 30x108) of GelPro, GelPro Plush, and Continuous Comfort mats typically arrive in 2-3 weeks.*

• NewLife Professional & EcoPro Commercial mats in Standard Sizes (20x32, 20x48, 24x36, 36x60), Newlife Portable Mat and Designer Comfort Mat ship within 3 business days.*

• Fabric Samples ship within 3-10 business days.*

*Allow additional time for Canada, Alaska, Hawaii, Puerto Rico, and APO.

How are orders shipped?

Mats & Placemats:
Our mats and placemats are shipped via UPS Ground.
You will receive a UPS tracking number via email (if you provided your email address) once your order has shipped.
UPS will not deliver to a PO Box.
We can ship to most APO addresses.

Fabric Samples:
Our fabric samples are shipped via United States Postal Service. USPS will deliver to a PO Box.

Can you expedite my order?

At this time, we ship via UPS Ground. We hope to provide expedited shipping in the future.

Can you ship to an APO?

We can ship our mats to most APOs. Orders shipped to APOs will be sent via the US Postal Service. Please allow for additional transit time. Regular shipping rates will apply.

Do you ship to Canada?

Yes, our products are shipped via UPS. You will receive a UPS tracking number via email (if you provided your email address) once your order has shipped.

UPS will not deliver to a PO Box.
We can ship to most APO addresses.

Customer is responsible for brokerage fees.

Fabric Samples:
Our fabric samples are shipped via United States Postal Service. USPS will deliver to a PO Box.

Do you ship internationally?

At this time, we do not offer international shipping other than Canada, nor do we have international distribution. We hope to provide international shipping in the near future.

Why is there a brokerage charge on Canadian shipments?

Canada Customs requires Canadian recipients to pay applicable duties and taxes on each shipment entering Canada. These charges may include PST, GST, HST, duties and other taxes of goods (e.g. excise tax). A brokerage fee is also charged to process shipments and present the requisite customs paperwork to Canada Customs on the importer’s behalf.


Your order will be shipped under UPS’s e-Tailer Brokerage Program (eBP), where eligible shipments imported into Canada are subject to applicable duties & taxes as well as an average of $10 flat brokerage fee ($4 USD entry prep fee + $6 CAD bond fee on ground shipments; $10 CAD bond fee on air shipments) for shipments valued below $200 USD. Additional fees will apply on shipments over this value. Shipments valued at $200 CAD and above and/or being imported to Canada for commercial purposes and/or subject to specialized clearance may incur additional fees.


Please, be aware that UPS will request payment of these charges at the time of delivery. You have the ability to call UPS ahead of time (1-800-742-5877) to pay these charges, eliminating the need for payment on delivery.

Returns & Exchanges
What is your return policy?

Please click here for more information:
Warranty Information

Can I exchange my product?

Please contact us.
Contact Us: Click here