Frequently Asked Questions
Got more questions? Just email us!
support@rugrugrug.com
Orders
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us within one hour of placing your order. We will try our best to fulfill your request. However, products that have already been shipped will not be able to be modified.
We encourage you to review your order carefully before purchasing to ensure everything is as you desire.
Can I return an item if I change my mind?
Absolutely! We want you to be completely satisfied with our products and you need to be aware if you change your mind:
- For non-customized item orders that have not been shipped, please contact us at support@rugrugrug.com and we will cancel your order and issue a full refund.
- For customized merchandise orders, please contact us immediately at support@rugrugrug.com and we will cancel your order and issue a full refund if the item is still in the production queue, or if the product has already been produced, we will not be able to issue a refund.
Shipping
Can you ship to my country?
We can ship all over the world.
What should I do if I enter my shipping address incorrectly?
If you realize that your shipping address is incorrect, please email us as soon as possible. We’ll do our best to update it before your order is shipped. However, if your order has already been shipped, we cannot guarantee that we will be able to change your shipping address.
*Important: Your package will be sent to the exact address you provide. That’s why it’s crucial to double-check your address when placing an order. If a package is returned to us due to an incorrect address you’ve entered, you will be responsible for the re-ship cost. Regrettably, we cannot offer refunds or replacements for items shipped to an incorrect address.
What if my package is marked 'Delivered' but I can't find it?
In case your package is marked ‘Delivered’ but you haven’t received it, start by checking around your delivery area and confirming the shipping address you provided. Sometimes, packages can be marked as ‘delivered’ before they actually arrive. If you still can’t find your package after 3 days, please contact us and we will do our best to assist you with the solution!
While we strive to ensure that every order reaches its destination, please understand that RUGRUGRUG cannot assume any responsibility for lost or stolen packages once they leave our facility.