Frequently Asked Questions
Category 1: Ordering & Production
A: Our production time typically takes [4-6 weeks] from the date your quote is finalized and payment is confirmed. This time allows for material sourcing, precision cutting, and detailed craftsmanship.
A: Minor adjustments may be possible during the initial confirmation phase. However, once the design has been finalized and moves to pre-production, changes may incur fees. See our cancellation policy for details on order stops.
A: Each custom rug is built from scratch based on your unique size and material specifications, requiring dedicated labor and quality checks that standard inventory items do not.
Category 2: Shipping & Delivery
A: We offer standard ground shipping for all domestic or overseas orders. Expedited options are available upon request during the quote phase.
A: Shipping transit time is usually [7-15 business days], depending on your location. You will receive a tracking number once your rug ships from our facility.
A: Shipping costs are calculated based on the final dimensions, weight of your custom rug, and the delivery destination. The final shipping cost will be included in your custom quote.
Category 3: Returns, Refunds & Guarantee
A: Pre-Production Stage: Orders can be cancelled at any time before manufacturing starts for a full refund. During Production Stage: Once production has commenced, cancellations are not supported due to the custom nature of the product.
A: We offer a 30-day Quality Guarantee. If the product exhibits a verifiable manufacturing defect (e.g., material flaws, incorrect pattern), you are eligible for a full refund or a free replacement within 30 days of receipt.
A: We are unable to accept returns for Buyer’s Remorse (dislike of color/pattern that matches specifications), normal wear and tear, or minor color/texture variations inherent to the material.
A: Please email [Your Customer Service Email Address] with your Order Number and supporting high-resolution photographs of the defect within the 30-day timeframe.