Custom Hand-Tufted Rug

At The Rug Lab, we aim to provide a seamless and worry-free shipping experience.

• Free Standard Shipping: Enjoy free standard shipping on all orders, with an estimated delivery time of around 15 business days.
• Express Shipping: For faster delivery, we offer express shipping (3-7 business days) for a small additional fee.
• Free Shipping Insurance: Every order includes complimentary shipping insurance to ensure your rug arrives safely.
• Trackable Parcels: All orders come with a tracking number, so you can easily follow your shipment's progress.
• No Customs, Duties, or Taxes: We cover all customs, duties, and taxes, so there are no additional charges upon delivery.
• Damaged Items During Shipping: In the rare event that your rug is damaged during shipping, please contact us within 7 days of receiving your order. Provide clear evidence of the damage, including photos of the rug and its packaging. We will work directly with the shipping company to handle the compensation process based on the extent of the damage.

For any assistance or inquiries, feel free to reach out to us at support@theruglab.store.

Disclaimer: Please note that The Rug Lab is not liable for any unforeseen shipping delays or issues beyond our control, such as weather or carrier disruptions.

At The Rug Lab, we are committed to ensuring the quality of every custom hand-tufted rug. Please review the following guidelines for returns and exchanges:

• Eligibility: Custom-made rugs cannot be returned or exchanged unless there is a major defect or mistake in production. Slight design variations and natural shedding are normal characteristics and not grounds for returns.
• Return Process: Once the return is approved, customers are responsible for return shipping costs. We recommend using a trackable and insured shipping method to ensure safe delivery.
• Refunds: Refunds will be processed within 10 business days after we receive and inspect the returned item to ensure it is in its original condition.

For any questions or assistance, please contact us at support@theruglab.store.

• At The Rug Lab, we understand that circumstances can change, and we aim to accommodate your needs while also ensuring fairness due to the custom nature of our products.
• Cancellation: Orders can be canceled without any questions before production begins. Simply contact us via our support chat or email at support@theruglab.store to initiate the cancellation process.
• Custom and Made-to-Order Items: Due to the personalized craftsmanship involved in creating your custom hand-tufted rug, cancellations after production begins will not be eligible for a full refund under any circumstances. Significant time and premium materials are invested in each project, making the process irreversible.
• Partial Refund After Production Begins: If production has started, you may request a cancellation under special circumstances. If approved, you may be eligible for a refund of up to 50% of the total cost, with the remainder covering materials and labor. Each request will be carefully reviewed before issuing a refund.
• Refund Processing Time: Refunds, if applicable, will be processed within 15 business days after cancellation confirmation and issued to the original payment method.
• We are always here to answer any questions you may have. Feel free to reach out to us through our support chat or email at support@theruglab.store for assistance.

At The Rug Lab, we are dedicated to bringing your unique design vision to life in the form of a custom hand-tufted rug. Please carefully review the following guidelines before placing your order:

• Design Ownership: By submitting your design, you confirm that you are the rightful owner of the artwork or have permission to use it. The Rug Lab is not liable for any copyright infringement or legal issues that arise from the use of stolen or unauthorized designs.
• Promotional Usage: By placing an order, you agree that The Rug Lab may use your design for promotional purposes, such as showcasing it on our website or social media platforms. If you prefer that your design not be used for these purposes, please contact us to opt out.
• Design Review: Once we receive your design, our team will review it and confirm with you within 1 business day. We will reach out to ensure that the design is suitable for production and to confirm any necessary details.
• Approval Before Production: Once we confirm that the design is suitable, we will seek your final approval before beginning production. No changes can be made to the design after this point, and the rug cannot be canceled or returned.
• Non-Returnable Custom Orders: Due to the custom nature of these rugs, all custom orders are non-returnable unless a defect or production error occurs.

If you have any questions or need assistance with your custom design, please reach out to us at support@theruglab.store.