CUSTOMER CARE 01 / 02

SHIPPING &
RETURNS.

Everything you need to know about receiving your order, delivery expectations, and our custom-order policies.

01 / DELIVERY INFORMATION

SHIPPING.

From our studio to your space.

WORLDWIDE SHIPPING

The Rug Brat Co. ships worldwide. Available shipping options and rates depend on your delivery location and order details.

PRODUCTION TIMEFRAMES

Custom rugs typically require 4–8 weeks for production after final mockup approval. Larger or more detailed designs may require additional time.

Production and shipping are separate timeframes.

SHIPPING COSTS

Shipping costs are based on your delivery location, package weight, dimensions, and available carrier rates. Your shipping total will be displayed at checkout or provided on your custom order invoice.

DELIVERY & TRACKING

Estimated shipping is 5–7 days after dispatch, depending on the destination and carrier. International orders may take longer.

Tracking information will be sent when your order ships.

INTERNATIONAL ORDERS

International customers are responsible for any customs duties, import taxes, or additional fees charged by their destination country.

SHIPPING ISSUES

If your order is delayed, lost, or arrives damaged, please contact us with your order number, tracking information, and photos when applicable.

We will review the issue and help determine the appropriate next steps.

FROM OUR STUDIO
TO YOUR SPACE.

02 / CUSTOMER POLICY

RETURNS.

Handmade specifically for you.

ALL SALES ARE FINAL

All custom orders are final sale. Payments are nonrefundable for changes of mind or personal preference.

Please carefully review your order details before submitting payment.

NO CHANGE-OF-MIND RETURNS

We do not accept returns or exchanges for personal preference, changes of mind, or design details previously approved by the customer.

MOCKUP APPROVAL

Customers are responsible for reviewing their final design mockup before approval, including spelling, layout, colors, sizing, and requested details.

Changes after approval or once production begins are not guaranteed.

PRODUCTION ISSUES

If your order arrives with a production error, defect, or damage attributable to The Rug Brat Co., please contact us so we can review the issue.

Each situation will be reviewed individually to determine the appropriate resolution.

REPORTING AN ISSUE

Please do not ship an item back before contacting us for instructions.

RESOLUTIONS

If a remake or other resolution is approved, we will communicate the next steps, including any return or shipping arrangements.

EVERY DETAIL
MATTERS.