The rug we had ordered was on back order, with the estimated shipping date to be mid-October. I waited to reach out to the company in early November. Contacting the company was somewhat frustrating, as they have a phone number (supposedly for customer support), but the automated message just sends you to their website (Direct Messaging) or email. The direct messaging on my phone was somewhat irritating to find.
Once all of that was sorted out and our mat was ordered, we haven't had an issue.