Enjoy FREE SHIP MONDAYS in June!to U.S. & Canada[coupon code: FREESHIPJUN27][read more]

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Politique d'expédition

FREE SHIPPING

Let's just clear the air.  Rugs are bulky, heavy and very expensive to ship.  However, we are parents too so we understand the expectations of online shopping.  When we started Rugs by Roo, we knew it was necessary to offer free shipping to our customers.  We worked hard and figured out a way to make it happen! 

United States

We now offer free shipping on all orders USD200 and up shipped within the contiguous United States.  For orders under USD200, a flat rate shipping fee of USD28 will be applied at checkout.  Additional shipping charges apply for shipments to the non-contiguous states.

Canada

We now offer flat rate shipping of USD28 on orders shipped within Canada excluding Northwest Territories, Nunavut and Yukon.  Additional shipping charges apply for shipments to the Northwest Territories, Nunavut and Yukon.

All customs, duties and taxes are included in our shipping policy and you will not have to worry about "extra" charges.  If you are charged for duties and taxes at the door, please email us at support@rugsbyroo.com with a copy of the receipt and we will gladly reimburse you for the charge.

SHIPPING TIMELINE

As soon as you place your order, you will receive an order confirmation e-mail.  This means that we have received your order in our system and pre-authorized your credit card for the purchase.  If your rug is in stock, your order will be processed and shipped out within 5 to 7 business days of receiving your order. 

We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out.  If no email was provided at checkout, your confirmation will be texted to you via SMS.

If your rug is not in stock, you will be notified by email and your order and pre-authorization will be voided. 

SHIPPING EXCEPTIONS

Lorena Canals orders to Canada:  To make shipments to Canada possible, we batch process all Lorena Canals orders to Canada once a month with the cutoff being the 15th day of each month at 12:00 PM PST.  All Lorena Canals Canadian orders received before cutoff will be shipped out by the end of the same month.  Orders received after the 15th of the month will be shipped out by the end of the following month. 

Fab Habitat orders to Canada: we are currently not able to ship Fab Habitat products to Canadian addresses.

A NOTE ABOUT OUR SPECIALTY BRANDS...

As a specialty store with a focus on kid and pet friendly rugs, our mission is to bring to you rug brands from all around the world.  We pride ourselves on searching further than our competition for brands that are not carried anywhere else.  Some of these brands make their rugs in small batches and the owner is often the designer too! 

There may be some rugs that take longer than our targeted turnaround time of 5 to 7 business days.  In particular, some of our custom made-to-order ugs can take up to ten weeks to complete.  If you did order a rug from one of our specialty brands such as Organic Weave, Little Cabari or Studio Sirio, we do our best to keep you updated on the shipping status and we kindly ask for your patience and understanding.

DELIVERY

Majority of our rugs ship from within the United States and you can expect it to arrive at your door step within 5 business days of leaving the warehouse.  Some of our much loved brands, however, do come all the way from Europe and Australia.  These can take up to 15 business days to arrive.  Rest assured that you will be provided with the Tracking Number so that you can follow along on your rug's journey to your home.

If you are located in Canada, please allow 15 to 20 business days for the delivery of your rug due to possible border delays.  Lorena Canals rugs are shipped at the end of each month provided that the order is received before the 15th of the month.

CUSTOMS AND DUTIES

In keeping with our promise to you for a stress-free shopping experience, you never have to worry about surprise duties, brokerage or import fees.  We pay for all these charges upfront.  Sometimes these charges are a little bit more than what we can afford to cover on our end and we may ask you to cover a small portion of the fees.  If this is the case, you will be able to see this charge at checkout.

WHITE GLOVE DELIVERY SERVICE

Knowing how busy your lives can get sometimes, we want to make your rug shopping experience as effortless as possible.  White glove delivery service can be arranged for delivery to certain parts of the US.  Email our Customer Care team at info@rugsbyroo.com to inquire about fees and availability of such service in your area.

Service will vary depending on your location but white glove delivery service typically entails the following:

  • Delivery of rug to your location
  • Unpacking of rug and removal of packing materials
  • Inspection of rug
  • Transport of rug up or down a maximum of two flights of stairs and
  • Placement of rug in room of your choice 

To speak with our Customer Care team to inquire about any shipping related matters, please call us at 1-833-ROO-RUGS or email us at support@rugsbyroo.com. Our Customer Care team is available Monday through Saturday 9 am to 6 pm (PST).