Policies

Shipping Policy

Every order from Get Custom Rugs is cut and decorated to your approved artwork and measurements, so shipping timelines begin after your mockup is approved and production is complete. The information below is provided to help you plan; it is an estimate, not a promise of a specific delivery date.

Production & timelines

Standard production and delivery takes 2 weeks (faster turnaround available with express shipping), measured from the moment you approve your mockup. Transit time is included in that estimate but varies by destination and by the service level selected for your order. If you are working to a store opening, a renovation handover or a show date, tell us the date up front and we will plan the schedule backwards from it.

Shipping costs

Shipping is quoted with your order and depends on quantity, roll length, total weight and destination. Large runners and area rugs travel as long rolls and are rated differently from small station mats, so we include estimated freight in your quote rather than leaving it as a surprise at checkout. For large or time-sensitive orders we can present several service-level options.

How your order is packed

Almost everything ships rolled face-in around a core and wrapped, because rolling avoids the permanent creases that folding sets into a pile. Long runners and area rugs travel as a single roll; smaller station mats, scraper mats and booth kits go in cartons or tubes. A slight corner curl on arrival is normal — lay the piece flat with the curl facing down, weight the corners overnight, and it settles within a day or two.

Destinations

We ship nationwide across the United States, and internationally on request. International orders may be subject to customs duties, taxes and additional transit time, which are the responsibility of the recipient.

Multiple addresses & tracking

We can split shipments across multiple addresses — useful for property portfolios, franchise groups and multi-site rollouts where each building needs its own doorway sizes. Send a distribution list with your order and we will label each roll to its destination. Tracking information is provided once your order ships.

Delays

Estimated dates may be affected by carrier delays, weather, customs, or other factors outside our control. We will always tell you proactively if anything changes, but transit times are estimates and are not guaranteed.

Questions about a specific order? Email george@getcustomrugs.com or text (929) 605-4397.