Frequently Asked Questions
Check most frequently asked questions here, if you still need help then please contact us at firstname.lastname@example.org
When developing Rugabub Play Mats, the main thing in mind was to provide a safe,
non-toxic mat that is free of all the nasties.
Our play mats are made from TPU and are certified as non-toxic.
Rugubub Play Mats exceed Australian saftey standards and pass European EN71-3 Toy Standards, ensuring the highest quality and safety.
As parents we only want the best for our own child and our planet (we want to leave a better world for them), and in doing so, the only choice was to use TPU (polyurethane) instead of the inferior PVC (poly-vinyl chloride). We chose to use TPU because it eliminates the harmful and toxic chemicals like lead, mercury, formamide, cadmium, PBP’s and PBDE’s. TPU was developed to be a safer alternative to PVC. PVC contains dangerous chemical additives including phthalates, lead, cadmium and/or organotins, which can be toxic to you or your child's health.
TPU is not toxic and is safe in many applications. It is even used in biomedical applications. Since our play mats are made without any plasticisers or chemical/colour stabilisers, our mats are safe for our little ones and also for the planet. Also PU allows for a durable mat which can be used for years. The play mats, however, do require special care, which you can find in each product description or FAQ’s.
Once composted TPU Polyurethane will biodegrade after 3 to 5 years.
TPU was developed to be a safer alternative to PVC. PVC contains dangerous chemical
additives including phthalates, lead, cadmium and/or organotins, which can be toxic to you or your child's health. TPU is not toxic and is safe in many applications. It is even used in biomedical applications. Since our play mats are made without any plasticisers or chemical/colour stabilisers, our mats are safe for our little ones and also for the planet. The play mats, however, do require special care, which you can find in each product description or FAQ’s.
Rugabub delivers to the majority of Australia and New Zealand.
We have also started shipping regularly to Singapore, United States, United Kingdom and Taiwan.
Shipping starts at approx. $17.46 (Sydney Metro Area) and quoted at checkout for regional/interstate areas. If multiple rates appear and you are unsure of what district you belong to - please contact us before purchasing.
New Zealand has a flat rate shipping of $38.
Please note: It is the customers responsibility to daily check the tracking link sent by email. If parcel is Returned To Sender, the customer will be charged all shipping fees.
Rugabub has spent months looking for the right shipping provider, as we know shipping can get really expensive when sending large and bulky items like we do (we are categorised as oversized - so it is like shipping a large piece of furniture). Our ambition was to provide affordable and fast shipping based on your delivery location and have subsidised a large portion of the shipping.
Shipping rates have just recently increased by 7.8% PLUS (for the 3rd time this year) and there is another extraordinary fuel surcharge (because of the economy) and ALSO a length surcharge of $10 per box sent. We haven't raised our play mat prices in over 3 years trying to keep them affordable to parents.
Our couriers cover most of Australian homes. Unfortunately, some regional/remote areas aren’t covered by our couriers’ network. If our shipping provider does not cover your zone, you will be notified by our website once you enter your address. Please reach out to us on email@example.com should shipping not be available. We can use an alternative shipping provider and will give you their quote.
A signature will be required upon delivery, unless you leave a comment of “no signature required”.
In certain rural regions, residents may be required to retrieve parcels from a designated collection point since the local representative does not provide doorstep delivery.
It’s important to note that at the moment due to COVID-19, for your safety, all deliveries are now contactless, which means that if you’re not home, our courier partners will find a safe place to leave your play mat, or return it to the depot.
We do not deliver to a Post Office Box or Private Bag as our parcels are too large.
Our delivery times are usually 4-7 business days from the time of the purchase for most of the Australian locations. Please allow and additional 2 business days to process the order. The areas that require a longer postage time of 8-14 business days are Regional, Rural Areas, Northern Territory, Western Australia and New Zealand. Please also note that this delivery times may vary with long weekends, public holidays, promotional / sales items and natural disasters such as fires, floods and pandemics.
We now ship to New Zealand, Singapore, United Kingdom, United States and Taiwan due to very popular demand and they are dispatched daily for fast delivery.
Please note that shipping is expensive, ad we are shipping a large bulky item and are categorised as "oversized". So it is like shipping a large piece of furniture.
However, we do have the cheapest rates available!
New Zealand flat rate of $38
Singapore flat rate of $90
United Kingdom flat rate of $95
United States flat rate of $147
Taiwan flat rate of $124
Please email us on firstname.lastname@example.org to see if we can ship to your country and how much it will cost. We have already sent Play Mats to the US, Europe and Singapore, though please note that due to the size of the parcel, it can get a bit pricey. We are doing our best to find the most affordable and efficient way to ship them to you.
Rugabub play mats were made to help parents find the safest, durable and most stylish and eco-friendly play mats available.
This is the reason Rugabub Play Mats come with a 6-month warranty. Warranty does not cover any damage caused by incorrect use (please read our Play Mat Care Guide carefully) or general wear and tear.
Please note: Some of the lighter coloured play mats have a slight yellow/brown colour around the edges. This occurs from the heat-sealing process. It is not a fault. Rugabub Play Mats are designed to look stylish and chic and have a faded or distressed effect added to them so that they look like rugs. This is part of the design and is not a fault. Also note, that each repeat is not digitally printed, however manually printed! This means that colours in each repeat may vary. Not only do we care about you and your child’s safety, but also the environment. Proudly, Rugabub Play Mats are made from eco-friendly & biodegradable materials that will break down over-time. We have eliminated all harsh, & toxic preserving chemicals (like PVC) from our play mats, which may lead to slight yellow discolouration over-time, which is more pronounced around the outer edges. To prolong the life of your play mat, we recommend reading and following our Play Mat Care Guide. We care about our own children, and the world that we leave behind for them, which is the reason for the highly sustainable products we offer and would want to ensure that our customers are aware of this before purchasing any of our play mats.
The warranty is invalid however, if the faults are caused by improper use of the play mat or failure to respect the cleaning and care instructions. Please click here to read The Play Mat Care Guide.
Rugabub play mats were made to help parents find the safest, durable and stylish and eco-friendly play mats available. Should you not be in love with it as much as we are, we have set up a refund policy.
On arrival, please check over your mat. Ensure it is as described.
If you believe that your Rugabub Play Mat is faulty, please contact us on email@example.com within 2 days of arrival. We are more than happy to arrange a replacement at our cost.
If you are unsatisfied (or even just change your mind) and would like to return your play mat, contact us within 2 days to discuss. Your return will need to be completed at your own cost within 14 days of delivery date.
For our valued international customers, kindly thoroughly review the available sizes and colours, as returning a play mat could incur higher shipping costs than the mat itself. We are delighted to assist you by providing additional photos and videos to ensure you make the right selection.
The Rugabub Play Mat will need to be in its original condition, including ALL packaging, velcro straps and wraps.
Postage will only be paid by Rugabub if the play mat is faulty, however the original postage will not be refunded.
We will refund you the original purchase cost, minus the delivery costs. Please note: some of the prices of delivery have been heavily subsidised by us and you will need to pay the full fee as quoted by the couriers for return and the additional $5.50 that we subsidised for the shipment to you.
After the play mat has been returned, we will contact you to arrange the refund.
Please note that refunds DO NOT apply on sale items (including play mats that were purchased with a discount code).
There are no refunds on seconds items.
All returns subject to above terms & conditions.
Rugabub reserves the right to reject all returns outside of the 14 day return period, or items which are returned not in their original condition and/or packaging.
Our play mats are made out of premium quality memory foam. As such, after unboxing your Rugabub play mat, it may need some time to relax, settle and adjust to its designed form. You can speed this process up by rolling the play mat in the opposite direction, re-strapping and placing it back into the box for a night or two.
Rugabub play mats come with 2 velcro straps. Ensure you hold on to them as they are so convenient for moving, storing or transporting.
Wipe clean with a soapy cloth or mild detergent.
Avoid the use of harsh detergents, oils (such as citrus, eucalyptus and essential oils), alcohol, bleach or grainy cleaners (such as Jif or Gumption) as they may discolour, fade or cause damage to the top coating. Some other natural spray agents can damage your play mat too.
We suggest cleaning the play mat with a mild detergent that is not alcoholic or acidic (including wet wipes).
All spills must be wiped clean immediately including poop, vomit & urine as they may cause stains and even fade due to the acidity.
Overtime, you may notice minor discolouring of the play mats. Sunlight, improper cleaning and exposure to high temperatures are the main causes.
Our play mats are intended to be used on a smooth surface. Sharp objects may puncture, tear or graze the outer layer.
Heavy objects are not to be placed on the play mat for long periods of time, as they will cause irreparable damage.
Pens, crayons, permanent markers, paints and textas can easily permanently mark the play mat and need to be avoided.
Avoid hot properties such as heaters, fire-places, hot liquid etc…
Our play mats are intended for indoor use, however, should all precautions be met, and for short periods of time, they can also be enjoyed outdoors. Please make sure you choose a shaded and protected spot with a smooth surface.
We love all furry friends big and small, however pets can cause damage with sharp claws and teeth.
Avoid steam cleaning.
Our play mats are made without any toxic plasticisers and chemical/colour stabilisers. The heat-sealing process may cause a slight discolouring of the outer edges of the play mat. This is not a fault but a feature of the premium quality and material that we use.
Warranty is invalid if the faults are caused by improper use of the play mats or failure to respect the cleaning and care instructions.
Please let dry after wiping clean, as this can cause a slip hazard.
Please allow the play mat to flatten as suggested above to avoid a trip hazard.
Our play mats are made out of premium quality memory foam. As such, after unboxing your Rugabub play mat, it may need some time to relax, settle and adjust to its designed form. You can speed this process up by rolling the play mat in the opposite direction, strapping it up again and putting it in the box for a night or two (we know you are excited, that is if you can wait that long eeeeek)!