Support — ask us anything.

Domestic US for now — all 50 states. International shipping isn't available yet, but we're working on it. Join our newsletter to hear first when we expand.

Orders are processed in 1–2 business days, then it's 3–5 business days for ground shipping. Express options appear at checkout once your address is entered.

Right now, yes! We just launched, so US shipping is free on every order this month, no minimum. After our launch period, any shipping cost is shown at checkout before you pay.

Once your order ships, we email you a tracking link — tap it to follow your package to the door. Can't find the email? Check your spam folder, or write to support@rollinnliving.com and we'll resend it.

If tracking hasn't updated in over 10 business days, or your order arrives damaged, email support@rollinnliving.com within 30 days of delivery with your order number (and a quick photo if it's damaged). We'll trace it with the carrier and make it right — usually a replacement or a refund. Full details are in our Shipping Policy.

You have 30 days from delivery to return most items, in two ways:

— Changed your mind? Return it unused, in its original packaging — you cover the return shipping.
— Quality issue or arrived damaged? We cover the return shipping, verify it, then refund or replace — your choice.

Full details in our Return & Refund Policy.

Email support@rollinnliving.com with your order number and what's wrong. We reply within one business day with the return address — or a prepaid label if it's a quality issue.

Once we receive your return (and, for quality claims, verify it), your refund goes back to the original payment method. It typically shows up in 5–10 business days, depending on your bank or card issuer. We'll email you the moment it's on its way.

For a different design or size, the fastest way is to return the original and place a new order — that way the one you want ships right away. For quality issues, we'll arrange a direct replacement, no new order needed.

How do I mount it?

Designed for wall or floor use. Roll the mat in the opposite direction first to release any packaging curl. Pick a clean, smooth, dry surface — walls, doors, cabinets, or tiles. Place it at a height your cat naturally stretches to. Peel off the adhesive backing and press firmly and evenly. Help your cat get familiar with a teaser toy or a sprinkle of catnip.

Adhesive — best practice

Wipe the surface clean of dust before applying. Press firmly for at least 10 seconds. Allow 24 hours before first use for best adhesion. Not recommended on wallpaper, textured walls, or old or damaged surfaces. For removal, scan the QR code on the back of the product — do not pull off forcefully.

Care & what to expect

Keep dry — avoid moisture. Natural sisal may vary slightly in color, and a light natural odor may appear when first opened (ventilate for 1–2 days if needed). Expected lifespan: about 6 months of regular use.

How to use

Water-activated — no electricity needed.

1 — Unpack the mat and lay it flat. 2 — Unscrew the cap and remove the sealing plug. 3 — Add 500 ml of water first, then gently shake so the cooling particles absorb water evenly. 4 — Continue adding water to suit the mat size; before sealing, gently press the mat to push out excess air (don't leave too much air trapped inside), then push the sealing plug in firmly and tighten the cap. 5 — Shake or press the mat to spread the moisture evenly. 6 — Let it sit for 10–15 minutes before your pet uses it.

Recommended water volume

Size M (20 × 24 in / 50 × 60 cm): 1200–1500 ml — about 3 bottles of 500 ml water. Size L (24 × 36 in / 60 × 90 cm): 2100–2500 ml — about 5 bottles of 500 ml water.

Material

The surface is thickened polyester taffeta with a PVC coating — water-resistant, durable, and easy to wipe clean. The inside is filled with polymer cooling particles and PP cotton for a soft, supportive feel.

Cooling method

After adding water, the cooling particles absorb moisture and expand into a stable hydrogel that slowly absorbs heat for a gentle, lasting cooling effect. No freezing, no electricity.

Care

Spot-clean the surface with a damp cloth — no machine washing. Air-dry it flat in a cool, well-ventilated spot, away from direct sunlight and heat; never tumble dry or iron. Store somewhere cool and dry when not in use. Do not puncture the surface with sharp objects; if it is damaged and leaking, wipe up and stop using it — the inner material is non-toxic to people and pets.

A note on creases

Your mat may arrive with a few creases from being folded for its long journey. They're normal and ease out within about a week of use.

Yes — safety is the first thing we design for. The inks on our sisal scratchers are pet-safe certified. On the cooling mats, both the PVC surface and the cooling particles inside are certified non-toxic and completely harmless. Everyone on our team has pets at home too, so material safety isn't a box we tick — it's personal. We're proud to say the products we make are loved by our own roommates first.

Write to support@rollinnliving.com for stockist enquiries, line sheets, or imagery for editorial use.