Order, Shipping & Return/Refund Policy.T
Order, Shipping &
Return Policy
Everything you need to know about how your order is processed, shipped, and what happens if something goes wrong.
Platform Content & Reviews
When you post comments or reviews on our platform, you grant Rugtomize the right to use the name submitted with any review or content in connection with that submission. You represent and warrant that you own or control all rights to any content you post, and that its use by Rugtomize will not infringe on any third-party rights.
You must not use a false email address, impersonate someone else, or otherwise mislead Rugtomize or third parties regarding the origin of any submission. Rugtomize may remove or edit any submission at its discretion, but is under no obligation to do so.
Cancellations
Once a custom order is acknowledged by Rugtomize, cancellations are not permitted under any circumstance.
Once any order has been released for shipping it cannot be cancelled. All cancellation requests must be submitted by email before that point. Cancellation is only confirmed when Rugtomize responds by email acknowledging the cancellation.
Your cancellation request must include:
- Customer Number (alphanumeric)
- Item Number (if cancelling specific items in a multi-item order)
- Order Number
Submit all cancellation requests to:
info@rugtomize.comBackorders
Any date Rugtomize provides for a backordered product reflects estimated arrival at our warehouse only. No guarantee is made as to when the backorder will ship to the customer.
Shipping
All shipments are FOB Rugtomize's warehouse. We reserve the right to select the carrier used on any shipment and will exercise reasonable efforts to use the most cost-effective option. Most orders ship via regular parcel ground service unless size or shipping characteristics require otherwise.
Expedited Service
Additional charges apply for expedited shipping. Rates are calculated based on weight, dimensions, destination type, and quantity.
Return Shipping
Once an order has shipped, all costs associated with returning goods to Rugtomize are the sole responsibility of the customer.
Goods Damaged in Shipping
All packages must be inspected upon arrival. Damage claims must be submitted directly to the carrier — not to Rugtomize.
Returns Policy
No returns, cancellations, or refunds once the order is acknowledged by Rugtomize — except in the case of a confirmed manufacturing defect.
Non-Defective, Non-Custom Rugs
Returns on non-custom rugs are accepted only with prior approval from Rugtomize via a Return Merchandise Authorization (RMA) number. Request an RMA form by emailing info@rugtomize.com.
Returns received more than 7 days after delivery will not be accepted. All valid returns carry a 25% restocking fee plus return shipping costs paid by the customer. Unauthorized returns will be refused and returned at sender's expense.
Defective Goods
Inspect all shipments immediately upon arrival. Defects must be reported at once via an RMA form submitted to info@rugtomize.com. Upon approval, Rugtomize will issue a call tag and process a refund or replacement.
Claims submitted after 7 days are waived. Replacements require a new order. If no replacement is requested, a full credit is applied to the original invoice after the defect is verified. If damage is determined to be from usage rather than manufacturing, the customer is responsible for all costs.
Product Characteristics
The following are considered normal and are not classified as defects:
- Slight variation in design, color, or size on any rug type
- Shedding and/or sprouting (varies by construction and content)
- Minor size variation on machine-woven rugs
- Color and design variation on custom rugs relative to submitted artwork
Rugtomize will use reasonable efforts to match the submitted digital file, but cannot guarantee the final rug will be identical to the submitted design.
Limitation of Liability
Under no circumstances will Rugtomize, its affiliates, or agents be liable for: (a) any incidental, indirect, special, punitive, or consequential damages — including but not limited to loss of profits, revenues, or savings — whether a claim is premised upon breach of contract, warranty, negligence, strict liability, or any other theory of liability; or (b) claims, demands, or actions against the customer by any third party. In any event, Rugtomize's total liability shall not exceed the dollar amount paid by the customer for the goods giving rise to the claim.
Governing Law
All transactions and any contractual relationship arising from use of this platform are governed by the laws of the State of California. The state courts of Los Angeles County and the federal courts of the Central District of California hold exclusive jurisdiction over any legal action arising from such transactions.
