Q. How does delivery work?
Free Standard Shipping is automatically applied during checkout on all orders within in the US.
Q. Who will deliver my rug?
In order to make sure that you order reaches you in a great condition, we have partnered with FedEx, an extremely reliable delivery company, used to processing these type of heavy goods.
Q. How do I track my order?
After ordering on our website you will receive a few of emails containing important information regarding your order:
· An email containing your order confirmation
· A second email confirming that your order has been dispatched
· A third email with the FedEx tracking number, so that you can easily trace your order
Q. When do standard deliveries arrive during the day?
Standard deliveries arrive Monday to Friday between 9am and 5pm (Pacific Time)
Q. I might not be in, what happens then?
If you are not in, the FedEx driver will leave a card behind, highlighting that he has attempted to deliver your parcel. You can call the phone number on the card, in order easily arrange the re-delivery of your order.
Q. Do I need to be present at the delivery?
YOU MUST BE PRESENT FOR THE DELIVERY. Someone will need to be present at the time of delivery to sign for the items. You are given the option of delivery to an alternative address other than your billing address if this is more convenient for you (eg. your place of work, a neighbours, relatives etc).
Q. How can I change my delivery address?
You can change your delivery details at any point before proceeding to the final payment step. You can also have your rug delivered to a different address than your billing address. If you have created an account while purchasing your rug, you can track the delivery progress of your order by visiting the FedEx website.
If you wish to change the delivery address and your order has not yet been dispatched (i.e. you have not received a dispatch email), please email us at firstname.lastname@example.org or contact our Customer Service Team on +1(604)559-5511 immediately. Please have the order confirmation number ready before talking to us, as well as the date when it was placed, for our team to be able to quickly identify it in the system.
Q. Are receipts sent with deliveries?
No, you will receive your order confirmation email, containing all the relevant information from your order.