iCustomRug offers free shipping to the United States (Excluding Alaska, Hawaii and Puerto Rico) and Canada (Excluding Northwest Territories, Nunavut, and Yukon) other restrictions may apply.Orders take 3 to 4 business days to be processed before they are shipped. Once shipped it may take between 2 to 7 business days for delivery depending on your location.Once your order has shipped out, we will send you an email with the tracking number. You will be able to click on the link and it will take you to the carrier's website.
EXCLUSIONS TO OUR RETURN POLICY
The following kinds of products may not be returned under this policy:
Custom Rugs, Used Rugs, Free Rugs, Clearance Rugs, Order Modifications or Cancellations, Merchandise Returns
Returns for Defective Merchandise
Rugs received with damages or defects must be reported immediately to iCustomRug Customer Service. Claims for workmanship/craftsmanship must be submitted within 1 year from the date of invoice. Past that period, claims will automatically be refused. Claims must be submitted in writing to iCustomRug Customer Service, preferably via e-mail to firstname.lastname@example.org. You will be asked to provide the invoice and/or purchase order number, digital images of the damage or defect along with a clear description of the problem. Our Customer Service department will guide you through the return process if applicable.
iCustomRug reserves the right to determine if the rug will be repaired or replaced. All replacement product selection must be made within 10 business days of request.
Merchandise Damaged by Freight
Your rug has been carefully packed to exceed shipping requirements however; on limited occasions, rugs may arrive damaged in transit. Upon reception if your package appears damaged, you must indicate on the freight bill all issues relating to the damage of the package and if possible take a digital picture of the package/damage. This must be communicated to iCustomRug Customer Service within 24 hours of its receipt. If your rug has been damaged in transit, we will file a claim with our shipping service provider and make arrangements to have them retrieve the rug. In this case, the rug becomes the carrier’s property.
Merchandise damaged in transit and/or refused due to damage must be reported to iCustomRug immediately.
Seller supplies as its sole warranty the following; iCustomRug’s 30 day guarantee* covers all workmanship/craftsmanship, including: seaming, carving, and edge finishing. This guarantee does not cover the following: shedding, discoloration, staining, and soiling.
*The warranty shall last for 30 days from the date of the original invoice.