Shipping

The short version

• We ship to addresses in the United States only, and shipping is free.
• We email you a proof of your rug, usually the same day you order and within 2 business days at most.
• Once you approve your proof, our print partner makes your rug. Most rugs ship 2–7 business days after you approve, and never more than 10.
• Delivery then usually takes another 2–5 business days.
• We'll email you a tracking number when your rug ships.
• If your order is going to be late, we'll tell you, and you can choose to wait or cancel for a full refund.

Where we ship

We ship only to addresses in the United States. We can't currently ship to {{SHIPPING_EXCLUSIONS}}.

Shipping is free on every order: the price you see includes delivery. Sales tax is added at checkout.

How long it takes

1. Your proof. We research your town, design your rug and email you a proof, usually the same day you order and within 2 business days at most.
2. Your approval. You approve the proof, or ask for changes, on our website. If you ask for changes, we'll send you a new proof as soon as we can. Nothing is printed until you approve, so the sooner you reply, the sooner your rug ships.
3. Production. We check the print file, and our print partner prints your design onto the rug, hems it and packs it.
4. Delivery. The carrier brings it to your door.

Production usually takes 2–7 business days from the day you approve your proof, and at most 10. Delivery then usually takes 2–5 business days. So most rugs arrive about 5–12 business days after you approve your proof. Because proofs usually go out the same day, that is often about 5–12 business days from the day you order, if you approve your first proof straight away. In busy seasons, such as the weeks before the holidays, printing can take a little longer.

Business days are Monday to Friday, not counting US federal holidays. Around busy holidays, proofs, production and delivery can take longer; if they will, we'll say so on the site before you order.

When you approve your proof, we'll email you the date by which we expect to ship your rug.

Need it by a certain date? Email us before you order and we'll tell you honestly whether we can make it. We can't guarantee delivery dates, because carriers sometimes run late.

Where your rug comes from

Your rug is made and shipped by our print partner, through Printify, rather than from our own address. It may arrive in plain packaging, from a name you don't recognize. It may also arrive folded or rolled; our Care guide explains how to help it lie flat.

Tracking

When your rug ships, we'll email you the carrier's name and a tracking number. Tracking can take a day or so to start updating.

If you haven't had your proof within 3 business days of ordering, or a tracking email within 12 business days of approving your proof, please check your spam or junk folder, then email us.

If your order is delayed

Waiting longer than you'd like for your proof? You can cancel for a full refund at any time before you approve it.

Once you've approved it, a federal rule (the FTC's Mail, Internet, or Telephone Order Merchandise Rule) says what a shop must do if shipping is delayed, and it's what we'd want to do anyway:

• If we can't ship your rug by the date we gave you when you approved your proof, or within 30 days of your order if we didn't give a date, we'll email you before that date. We'll give you a new expected shipping date and tell you that you can cancel for a full refund instead.
• If the new date is no more than 30 days after the original one and you don't reply, we'll take that as OK to carry on. You can still cancel at any time before your rug ships.
• If the new date is more than 30 days after the original one, or we can't give you a new date, we'll cancel your order and refund you in full unless you tell us you'd like to wait. If you agree to wait without a set date, you can still cancel at any time before your rug ships.
• If we then miss the new date too, we'll write to you again, and we'll cancel and refund you unless you tell us you'd still like to wait.
• Refunds for canceled orders go back to your original payment method promptly: within one billing cycle for card payments, and within 7 working days for other payment methods.

Address mistakes

• Please check your shipping address carefully at checkout, including any apartment, suite or unit number.
• If you notice a mistake, email us straight away. We can easily correct it before you approve your proof. After that we'll try to change it, but we can't promise to, up until your rug ships.
• Once your rug has shipped, we can't change the address. You may be able to ask the carrier to redirect the package using your tracking number.
• If a rug is lost, delivered to the wrong place or sent back because of a mistake in the address you gave us, we can't replace it for free. Rugs sent back to our print partner usually can't be re-sent. We'll offer to make and send you a new one at cost (just what it costs us to make and ship it again), and we'll tell you the price before charging anything.
• If we or the carrier made the mistake, we'll make and send you a new rug at no cost. See our Refunds policy.

Lost or damaged in transit

If your rug arrives damaged, or never arrives, we'll put it right. Our Refunds policy explains what to do.

Questions

Email us at hello@tinytownrugs.com, with your order number if you have one.