Shipping & Delivery
The estimated time of arrival (ETA) is determined by stock availability, production times and delivery service schedules. We ship all of our floor coverings directly from our work rooms.
We offer free freight on all custom area rugs and broadloom for wall-to-wall shipped within the continental United States. Shipments to Alaska and Hawaii incur a shipping cost for the distance outside the continental United States. We cannot ship to P.O. boxes. Additional shipping charges may be applied to locations in and outside the continental U.S. that cannot receive standard curbside delivery (e.g. when ferry or air freight is required, when streets or homes cannot receive freight trucks, and other rare circumstances). 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).
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/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 your shipping address is not serviced by USPS, please contact us at email@example.com or call us at 800.757.4725, and we will arrange shipping via another carrier.
We specify "inside delivery" for all shipments by commercial carrier to residential addresses. Please note: Inside delivery means that the driver is required to take the shipment inside the first dry area only, not up stairs or into an elevator and not into a specific room. If your order shows up and the driver refuses to move the shipment beyond the curb, tell him or her that inside delivery was specified. If the driver does not cooperate, please call us immediately while the driver is still there sometimes there has been a miscommunication between the driver and dispatcher.
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.
If you request delivery to a residential address, 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.
*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 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 of anything that doesn't seem right.
Broadloom orders: If you've ordered loose binding or broadloom material for wall-to-wall installation, be sure to inspect and measure the material before you (or your installer) cut or alter it in any way. Once the material has been cut or installed, we cannot accept returns, claims or consider allowances.
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, or it may need to be inspected by a claims investigator.
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.
We can ship to any country in the world. Simply select your country when checking out and freight will be calculated for your review and then charged once you complete your order. Please note that none of our cleaning or care products can be shipped outside of the USA.