Shipping & Delivery
We ship all of our floor coverings directly from our work rooms.
STANDARD CURBSIDE DELIVERY
Unless otherwise agreed, all items are shipped via standard shipping, which generally takes 5-25 business days. Please note that the time for the manufacturing process is not included in this timeframe.
In some cases, standard shipping is offered for free. Standard shipping covers curbside delivery within continental U.S. Please note that the truck will arrive with just one driver, so you may need to arrange to have someone on hand to help unload the shipment. The driver is not responsible for clearing away packaging, or for unpacking or unrolling rugs. If these are services you need, please contact us. We would be happy to get a price quote from the freight company to add more manpower or services.
For deliveries to rural and remote areas (including Alaska, Hawaii, etc.), enhanced delivery service and expedited shipping are available for most products for an additional charge. Our customer service team will quote you the most cost-efficient rate for deliveries worldwide, including enhanced delivery and consolidated shipping options.
Our floor coverings ship via UPS, FedEx or by commercial carrier, depending on the size, quantity and weight of the order. In general, rugs up to 8' wide ship via UPS or FedEx with signature required at delivery. Rugs (and broadloom for wall-to-wall) wider than 8' ship by commercial carrier and the freight service will contact you once your order has reached its destination terminal to schedule a delivery window.
Our swatches ship via USPS (United States Postal Service). If you are aware that your shipping address is not serviced by USPS, please contact us at email@example.com or call us at 800.757.4725 so that we can arrange shipping via another carrier.
If you have any questions or concerns about how standard shipping is handled, our customer service will be happy to assist you. Feel free to contact us at firstname.lastname@example.org or call us at 800.757.4725. We are available to assist you Monday through Friday from 8 am to 4:30 pm (PST).
For large rugs and over-sized items, we recommend enhanced delivery service. Enhanced delivery service offers various levels of service which may include the following: over the threshold delivery, placement in the room of the Customer’s choice (including up or down one flight of stairs), unpacking, removal of packaging, assembly and placement of the items. We are happy to provide you with a quote taking into account the delivery address, service level etc.
The handling of enhanced delivery service may vary from state to state.
Note: You are responsible for verifying building access and for clearance measurements of doors and entryways. Delivery fees are nonrefundable should the ordered items not fit through these areas, so be sure to measure carefully before placing your order.
Expedited UPS or FEDEX shipping depends on the item but is available for an additional charge. Feel free to contact us for a quote.
We can ship to any country in the world. Simply select your country when checking out and customer service will get back to you with a quote on freight. Please note that none of our cleaning or care products can be shipped outside of the USA.
Production of some of our rugs can be rushed for a fee. The fee varies from weave to weave. If the weave is available to be rushed, you will be offered the rush option during the checkout process.
A "hot rush" cuts the production time of a rug from two weeks to 3-5 business days. Standard transit times apply. Please note: Expedited shipping is not included in the rush charge.
INSPECTING YOUR SHIPMENT
Important: Inspect your order before signing for delivery. Inspect your shipment for damage while the driver is still there, verify that the order is complete and document any shortages or damage on the freight bill. If in doubt, write "pending inspection" next to your signature. Make a note and take pictures of any rips in the packaging. Shipments that are obviously damaged should be refused.
Keep in mind that if there is damage, simply signing your name without including written comments about the damage is the equivalent of stating that your delivery arrived in perfect condition and the carrier will not honor a damage claim. We encourage you to make a note and take pictures of anything that doesn't seem right.
Finally, call us immediately if your order arrives damaged or there is a manufacturing defect. Hang on to the packaging, you may need it to ship the damaged rug back. For further details on the handling of shipping damages, please view the Terms of Sale.