Shipping policy

RUG SAVANT SHIPPING POLICY

Last Updated: December 19, 2025

SECTION 1: CUSTOM PRODUCTION & SHIPPING COMMITMENT

1. Production Timeline (An Estimate):
All Rug Savant rugs are made-to-order. Production begins after final design approval and full payment.

  • Estimated Production Time: 1-2 weeks.

  • This is an estimate based on current workload and material availability. You will receive a confirmation email.

  • This is not a guaranteed shipping date.

2. Arrival Timeline:
Please allow 14 business days for your product to arrive after the estimated production time is complete. This period covers final quality inspection, carrier handoff, and standard ground transit to your address.

3. Our Shipping Commitment & Your Delay Rights:
Upon order confirmation, we will provide you with a Scheduled Ship Date.

  • FTC & Virginia Law Compliance: If we cannot ship your order by the Scheduled Ship Date (or within 30 days of the order date if no date is provided), we are required to:

    1. Notify you of the delay.

    2. Provide a revised ship date.

    3. Offer you the option to cancel for a full refund.

SECTION 2: SHIPPING & DELIVERY
Shipping Timeline:
Once production is complete, your rug undergoes quality inspection, packaging, and carrier assignment. Estimated transit times:

  • Ground Shipping (Standard): 10-14 business days from shipment.

  • Expedited Shipping (Available at Checkout): 7-10 business days from shipment.
    Transit times are estimates, not guarantees.

Shipping Areas:
We currently ship to addresses within the contiguous United States only. We do not ship to Alaska, Hawaii, U.S. territories, PO boxes, APO/FPO addresses, or international destinations.

SECTION 3: SHIPPING COSTS & METHODS
Shipping costs are calculated at checkout based on rug dimensions, weight, destination, and service level.
For oversized or exceptionally heavy rugs (typically over 8' x 10' or 150 lbs), we may contact you after checkout to confirm special handling requirements and any additional charges.

Freight Carrier Partnership: We work with specialized carriers. All shipments include:

  • Professional packaging.

  • Full-value insurance coverage.

  • Signature-required delivery.

  • Tracking with email notifications.

SECTION 4: DELIVERY PROCESS & REQUIREMENTS
Delivery Service:

  • Signature Required: An adult signature is mandatory. Authorizing release voids carrier liability for theft or damage after drop-off.

  • Delivery Location: Carriers deliver to the threshold or main entrance. They are not authorized to place, unpack, unroll, move furniture, or install rugs.

Customer Responsibility: You are responsible for moving the rug to its final location, unpacking, unrolling, proper installation, and disposal of packaging materials.

Delivery Attempts & Storage:
Carriers typically make 3 attempts. After failures, your rug will be held for pickup. Storage fees imposed by the carrier may apply after 5 business days. We are not responsible for these fees.

SECTION 5: INSPECTION FOR DAMAGE - REQUIRED PROCEDURE
IMMEDIATE INSPECTION IS MANDATORY FOR DAMAGE CLAIMS.
Before signing the delivery receipt:

  1. Visually inspect all packaging for damage.

  2. Request to open the packaging to inspect the rug surface.

  3. If ANY damage is visible:

    • DO NOT sign as "Received in Good Condition."

    • WRITE "Damaged" on the carrier's copy with specific notes.

    • TAKE PHOTOGRAPHS of the damaged packaging, the damaged rug area, and the shipping label.

    • CONTACT US immediately at support@rugsavant.com.

Damage Claim Deadline: You must report shipping damage to us within 7 days of delivery with photographic evidence and the annotated delivery receipt. See our Return & Refund Policy, Section 4, for the full claims process.

NO EXCEPTIONS for issues not documented with the carrier at delivery, damage discovered after signing as "Good Condition," or claims submitted late.

SECTION 6: ORDER TRACKING & COMMUNICATION
Tracking information is sent via email upon shipment. Allow 24-48 hours for activation. We monitor shipments but are not responsible for carrier delays beyond our control.

SECTION 7: SHIPPING ADDRESS ACCURACY
You are responsible for providing a complete, accurate shipping address. We are not responsible for delays, fees, or lost packages due to address errors.
Address change requests after an order has entered production may incur a $50 reprocessing fee. Changes after shipment may not be possible.

SECTION 8: RISK OF LOSS & TITLE TRANSFER
Title and risk of loss for your rug pass to you upon delivery to the carrier. Rug Savant is not responsible for loss, damage, or delay once the carrier takes possession.

SECTION 9: CONTACT INFORMATION
For shipping inquiries or to report damage:

  • Email: support@rugsavant.com

  • Phone: 252-421-3214

  • Response Time: 1-2 business days.
    For urgent delivery-day issues, contact the carrier directly using your tracking number.