Help & FAQs
Need some help? Explore our detailed FAQs for quick solutions or contact our customer service team below!
info@gennetgear.com
As soon as your order is shipped, you’ll receive a confirmation email with tracking details. You can track your order via the link provided in the email. If you haven’t received it or need assistance, please email us at info@gennetgear.com, and we’ll be happy to help.
Shipping costs depend on your location and will be calculated at checkout. We offer:
Free standard shipping on orders over a certain amount (varies by region)
International shipping available (customs duties may apply)
For more details, see our Shipping Policy.
How do I make a return?
We offer hassle-free returns within 30 days of delivery. Items must be unused and in original packaging. To start a return:
Contact us at info@gennetgear.com
Provide your order number and reason for return
We’ll guide you through the process
Visit our Returns & Exchanges page for more information.
Email us any time at info@gennetgear.com. We usually respond within 24 hours on weekdays. You can also follow us and message us via our social media channels linked in the footer of our site.
Each Gennet Gear yoga mat measures 173 cm x 61 cm, is 4mm thick, and weighs approximately 2.35 kg, ideal for everyday practice with a balanced combination of cushioning and portability.
Width: 61 cm (26 in)
- Length: 173 cm (72 in)
Thickness: 4.4 mm
This provides the perfect balance of cushioning and stability for all types of yoga practice.
Our mat is designed as a standalone mat, with a high-density rubber base that provides excellent grip and support on its own. It’s not intended for use as a topper on another mat.
No, our mats are latex-free. They are made from eco-friendly PU leather and natural rubber, but without the latex compounds that can trigger allergic reactions.
Yes! The engineered PU surface offers exceptional grip, even in sweaty conditions, making it ideal for hot yoga and other high-intensity practices.
Our mats feature a PU leather top layer for superior grip and a natural rubber base for durability. They’re completely PVC-free, latex-free, and made without toxic adhesives, safe for you and the planet.
Our Kal’ab and Shif mats are made with natural cork, a sustainable, biodegradable material harvested from the bark of cork oak trees. Cork provides excellent grip, especially when wet, and has natural antimicrobial properties, making it ideal for hot yoga and daily practice.
Yes! Our Integrated Alignment Lines are designed to guide practitioners of all shapes and sizes, helping improve precision and posture in any pose.
You may notice a mild natural rubber scent when first unboxed, but it’s non-toxic and fades quickly. We recommend unrolling and airing the mat out for a day or two.
Our UV-printed patterns are vibrant and fade-resistant. However, slight variations may occur due to screen settings or lighting conditions. Rest assured, your mat is just as beautiful in person.
We accept returns within 30 days of delivery, provided the item is unused and in its original packaging. To initiate a return, please contact us at info@gennetgear.com with your order number and reason for return.
Yes, we offer exchanges for items that are unused and in original packaging. If you wish to exchange a product, please reach out to info@gennetgear.com to arrange the process.
Once we receive and inspect your returned item, refunds are typically processed within 5–7 business days. The refund will be issued to your original payment method. Please note that it may take additional time for the refund to appear on your statement, depending on your bank or credit card issuer.
Currently we only offer shipping within Europe. We plan to extend this to other parts of the world soon.
Shipping costs are calculated at checkout based on your location and the shipping method selected. We also offer free standard shipping on orders over a certain amount, which varies by region.
Orders are typically processed and dispatched within 1–2 business days. You’ll receive a confirmation email with tracking information once your order has been shipped.
If your country isn’t listed during checkout, please contact us at info@gennetgear.com. We’ll do our best to accommodate your shipping needs.
International orders may be subject to import duties and taxes, which are levied once a shipment reaches your country. These charges are the responsibility of the recipient. We recommend checking with your local customs office for more information.
The fine pores on the PU surface allow it to dry quickly. However, this also makes it susceptible to staining, especially from oils, including natural body oils. To prevent contamination, please keep the PU surface away from all oily substances. Ensure your hands and feet are clean and oil-free before using the mat.
Avoid cleaning products that contain tea tree oil or any oily ingredients. We recommend cleaning the mat with a damp cloth. Prepare a basin of water with a single drop of mild detergent or liquid soap. Wet the cloth, squeeze out any excess water, wipe the mat, and then lay it flat to air dry. Do not soak the mat, as this can trap liquid on the surface.
After use and cleaning, lay the yoga mat flat in a well-ventilated, shaded area to dry naturally. Avoid direct sunlight.
Roll the yoga mat tightly with the PU surface (the side with the logo or design) facing outwards to prevent wrinkles. Never fold the PU surface onto itself.
You might notice a slight smell, which is the natural odor of the environmentally friendly and harmless natural rubber. This scent will gradually dissipate with use. Alternatively, you can place the mat in a well-ventilated area for a few days to air it out.
In cold winter conditions, do not store the mat near heat sources such as underfloor heating or stoves for extended periods. Excessive heat can accelerate the aging of the rubber material.
If your order hasn’t yet shipped, we may be able to cancel or modify it. Please contact us as soon as possible at info@gennetgear.com. Once dispatched, the order cannot be changed or canceled, but you may initiate a return after delivery.
This may be due to an issue with your card provider, billing address mismatch, or browser settings. Try using a different browser, ensure all payment info is correct, or contact your bank. You can also try another payment method.
You may see extra charges due to foreign exchange fees, international duties or taxes, or customs handling fees charged by your country’s border agency. These are not controlled by Gennet Gear.
Need more help?
Order Support
Facing issues with an order, shipping, or delivery? Or want to make an exchange or return?
Product Help
Need guidance on selecting the perfect mat for your practice? Contact us for product information and expert advice.