Welcome to our Shipping Information page! At RUGRUGRUG, we aim to provide a fast, reliable, and convenient shipping experience for all our customers. Here’s everything you need to know about our orders & shipping policies:

Free Global Shipping on Orders Over $69:

  • Enjoy Free Shipping: We offer free global shipping on all orders exceeding $69. It’s our way of saying thank you for choosing RUGRUGRUG for your Rug needs.
  • Automatic Application: The free shipping option will be automatically applied at checkout for all qualifying orders.

International Shipping:

  • Reach and Efficiency: We ship worldwide to cater to our global community.
  • Local Fulfillment Centers: To facilitate quicker delivery, orders are processed based on the status of the item and the shipping address dispatched from the nearest warehouse located in United States, China, Japan, or the United Kingdom.
  • Delivery Timeline: International deliveries typically take between 3-28 business days, depending on your location.

General Shipping Policies:

  • Order Tracking: You’ll receive an order confirmation email and, subsequently, a shipping confirmation email with a tracking number.
  • Shipping Costs: For orders under $69, shipping costs are calculated based on the destination and displayed at checkout.
  • Customs and Duties: International customers are responsible for any customs fees, duties, or taxes imposed by their country.
  • Incorrect delivery address: 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.
  • Can’t find the package: 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.
  • Decline international package: If an international package is refused on delivery or returned to RUGRUGRUG, we will give you a refund based on the value of your order minus international shipping charges. Note that customized items are not eligible for return refunds.
  • Return Package: Please be aware that you are responsible for any customs duties and fees, as well as the return shipping costs. We recommend reviewing your local customs policies to understand these potential charges before making a return.

Orders Processing Time:

  • Fast Processing: Typically 1-2 weeks, often faster. This is the amount of time it takes us to produce and fulfill your order.
  • Customized products: Typically 1-3 weeks, because we need to communicate with you about the details, the product layout and color mixing production, to give you the perfect product, the time may be longer.
  • Tracking Your Order: Once your order is packed and ready, we’ll send you a tracking number via email. It may take about 12 hours for the tracking information to update the system.

Cancel Order：

  • Contact us ASAP: 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.

*Please Note: These are just estimates. Occasionally, delays can happen due to factors beyond our control.

Changes to Policy:

  • Our terms and policies are subject to change at any time. We encourage our valued customers to review these periodically to stay informed about any updates.

Customer Support:

  • Our customer support team is always here to assist you with any questions or concerns regarding orders & shipping. Feel free to reach out to us at support@rugrugrug.com.