Shipping policy

Thank you for shopping with RugMatters. Please review the information below regarding shipping, processing times, cancellations, delivery, and damaged items. By placing an order, you agree to the terms outlined in this policy.

Free Shipping

We are pleased to offer free standard shipping to all 50 U.S. states and Washington, D.C.

Shipping Availability & Exclusions


We currently do not ship to:

  • U.S. overseas territories (including Puerto Rico, Guam, and the U.S. Virgin Islands)
  • APO/FPO/DPO addresses
  • P.O. Boxes

Orders placed in violation of this policy may be delayed or canceled. RugMatters is not responsible for delays or issues caused by incorrect, incomplete, or restricted shipping information provided by the customer.

Order Processing

  • All orders require 2–5 business days for processing.
  • Orders placed on weekends or holidays will begin processing on the next business day.
  • Most products are personalized and/or made to order, and production may begin immediately after an order is placed.
     

Delivery Time

  • Once shipped, delivery typically takes 2–5 business days.
  • Delivery times are estimates only and are not guaranteed.
  • Delays may occur due to carrier disruptions, weather conditions, customs inspections, governmental actions, or other factors beyond our control.
  • Expedited shipping is not available at this time.

Shipping Carriers


Orders are shipped using trusted third-party carriers such as UPS, FedEx, or DHL, depending on destination, logistics, and operational requirements.

Carrier Selection

Carrier selection is determined solely by RugMatters.

Customers may not select, request, or exclude a specific carrier. Requests to ship with or avoid a particular carrier cannot be accommodated.
 

Order Tracking

  • Once your order ships, you will receive a shipping confirmation email containing tracking information.
  • Customers with an account may also track their orders through their Order History.
     

International Manufacturing, Customs & Import Fees


Our products are produced on a print-on-demand basis and manufactured internationally, including outside the United States.
While shipments may be subject to customs inspections or clearance procedures, customers will not be charged any import duties, customs fees, or taxes upon delivery.
Any applicable import-related charges are handled by us, and no additional action or payment is required from the customer at delivery.
Delays caused by customs inspections, regulatory requirements, governmental actions, or international logistics processes are outside of our control and do not constitute grounds for cancellation, refund, or replacement.
 

Risk of Loss & Delivery Confirmation


Once an order is tendered to the carrier, title and risk of loss pass to the customer.
A shipment marked as “Delivered” by the carrier is considered successfully delivered.
RugMatters is not responsible for packages that are lost, stolen, or misplaced after delivery, including theft from porches, mailrooms, front desks, or shared residential or commercial spaces.


Cancellations

  • Cancellation requests must be submitted via live chat.
  • Because most items are personalized and/or made to order, cancellations are accepted only within six (6) hours of order placement, provided that production has not begun.
  • Production may begin immediately; therefore, cancellation approval is not guaranteed.
  • Once production has started, cancellations are no longer accepted under any circumstances.
     

Damaged or Defective Items


If your order arrives damaged or defective:

  • Contact us via live chat within seven (7) days of delivery.
  • Provide clear photos of both the product and the original packaging.
  • Both the original packaging and the product must be retained and preserved in their original condition until the investigation process is completed.

Failure to retain the packaging or product may result in denial of the claim.
Approved claims may result in repair or replacement at our discretion.
 

Inspection Upon Delivery


Customers are responsible for inspecting shipments at the time of delivery.

  •  If the package appears damaged, compromised, or tampered with, customers should document the issue and contact the carrier immediately.
  • Where appropriate, customers should refuse delivery at the time of receipt.

RugMatters is not responsible for transit damage that is not properly reported to the carrier.


Delivered but Not Received


If tracking indicates that a package was delivered but you cannot locate it:

  • Check surrounding delivery areas.
  • Confirm with household members, neighbors, or building management.
  • Contact the carrier directly using your tracking number, as carriers can often investigate delivery scans more quickly.


If the issue remains unresolved after contacting the carrier, you may then contact us and we will assist where possible.
 

Failed Deliveries & Returned Packages


If a package is returned due to an incorrect address, refusal, or failed delivery attempt:

  • The customer is responsible for any reshipping fees.
  • Refunds (if applicable) will be issued minus any original shipping costs.
     

Questions


If you have any questions regarding shipping, cancellations, or delivery-related matters, please contact us via live chat or hello@rugmatters.com— we’re always happy to help.