Shipping policy

**BestCustomRugs.com

Shipping Policy**

Effective Date: December 11, 2025

This Shipping Policy outlines how custom rugs are packaged, shipped, delivered, and handled once in transit. By placing an order, the client agrees to the terms below.

1. Processing and Production Time

Because every rug is handcrafted to order:

  • Production begins after the client approves the final design.

  • Production timelines vary based on size, complexity, and current workload.

  • Estimated timelines are provided during ordering but are not guaranteed.

Delays caused by material supply, carrier issues, or events outside reasonable control do not qualify for refunds or cancellations.

2. Shipping Methods

BestCustomRugs.com ships rugs through trusted carriers such as UPS, FedEx, DHL, or specialized freight services depending on rug size and weight.

  • All shipments include tracking.

  • All shipments require signature on delivery.

  • We do not ship to P.O. Boxes.

3. Shipping Costs

Shipping costs vary by size, weight, and destination.
Clients will see estimated shipping rates at checkout or on their invoice.

Additional fees may apply for:

  • Oversized rugs

  • Remote or rural addresses

  • International shipments

  • Customs duties or taxes (international clients only)

All duties, taxes, or import fees are solely the customer’s responsibility.

4. Delivery and Signature Requirement

To ensure safe, documented delivery:

  • A signature is required at the delivery address.

  • If the customer misses the delivery attempt, the carrier will leave a notice or attempt a redelivery.

  • The customer is responsible for coordinating any redelivery or pickup.

Missed delivery attempts do not qualify for refunds or cancellation.

5. Damaged Packages or Items

If a package arrives damaged, the customer must:

  1. Take clear photos of the packaging and rug immediately.

  2. Note the damage with the carrier if possible.

  3. Email documentation to support(@)bestcustomrugs.com within 48 hours of delivery.

Damage must have occurred during transit to qualify for review.

If approved:

  • The customer is eligible for a replacement rug only.

  • No refunds will be issued.

  • Return shipping costs on damaged rugs are the customer’s responsibility unless the carrier requires alternative handling.

Claims submitted after the 48-hour inspection window cannot be accepted.

6. Lost or Stolen Packages

A package is only considered “delivered” once the required signature is captured.

If tracking shows delivered and a signature is recorded:

  • The order is considered fulfilled.

  • Lost or stolen packages after a confirmed delivery do not qualify for replacement or refund.

If a package is lost before delivery and no signature has been recorded:

  • A carrier investigation will be initiated.

  • Replacement eligibility depends on carrier resolution.

7. Incorrect Shipping Information

Customers are responsible for providing accurate shipping information.
BestCustomRugs.com is not responsible for:

  • Delays caused by incorrect addresses

  • Packages returned to sender due to address errors

  • Fees charged for re-shipment

If a package is returned due to an incorrect address:

  • The customer must pay the reshipment cost.

  • No refunds will be issued.

8. International Shipping

We ship worldwide unless prohibited by local restrictions.

International customers are responsible for:

  • Import duties

  • VAT and taxes

  • Customs clearance delays

  • Any additional carrier handling fees

These do not qualify for cancellation or refund.

9. Shipping Timeline Estimates

Typical delivery timelines after production:

  • Domestic (U.S.): 3–10 business days

  • International: 7–21 business days

These are estimates only, not guarantees.
Delays caused by carriers, customs, weather, or external events do not qualify for cancellations, chargebacks, or refunds.

10. Contact for Shipping Support

For questions or assistance:
Email support(@)bestcustomrugs.com

Include:

  • Order number

  • Name

  • Photos (if reporting damage)

  • Tracking number (if reporting issues with carrier)