Frequently Asked Questions
How is the ordering procedure?
After entering your shipping and billing addresses, you will be taken to the shipping method page where you will see the the shipping company and fee which is currently free and the delivery time. Please click on the "Continue" button to fill the order form where you input your credit card or PayPal data. Please click on the "Submit Your Order" button to complete your order.
You will receive an automated mail informing you that we have received your order. We will update you with the shipping details in 1-2 business days.
How do I make payments?
We accept payment by PayPal, Visa or Master Cards, as well as by international money orders in US currency, bank drafts and corporate checks.
Can I return an order?
You may completely cancel, add items to or take out items from your order until we ship your package which is usually in 1-2 business days. We charge your credit card only at time of the actual delivery of your package to the shipping company.
Customer satisfaction is our top priority. You may return any item to our warehouse in the US for a 100% money back refund within a period of fifteen (15) days from the date of receipt (except the cost of return shipping). Instead of returning the item for a full refund, you also have the option of using 100% store credit for up to 12 months. For non-US countries, we may have to exclude customs duties and/or VAT if we pay them on your behalf. Should there be any fundamental errors committed by us, such as delivery of a wrong or damaged item, etc., you will be entitled to a full refund.
If you decide to return an item, please first send an e-mail to us and obtain return information. Items are to be returned in the same condition as sold with no damage or alterations.
We ship all packages fully insured against damage and loss. If your order shows damage when you receive the shipment, please open it in the presence of the delivery service personnel, or at least bring it to their attention when signing for the item. If possible, also please try to obtain a photograph of the damaged package. Contact us immediately and retain all packaging materials.
Can I return a custom rug?
We do not accept returns for custom rugs unless it is damaged during shipment. We charge half the amount when we start the production and charge the rest after we send you a picture of the finished rug and have your approval. If you do not like the result, you may cancel your order at this point and we charge back to your credit card.
How do you handle shipping?
We ship via FedEx or UPS AIR and deliveries are usually made in 3-5 business days to all locations in USA and Europe, and in 5-7 days to Australia, New Zealand and most of Asia, Latin America and Africa. Please let us know you to upgrade to 2-3 days delivery. All items are fully insured against damage and loss.
How are the shipping prices determined?
We currently ship free worldwide.
How long does it take that I receive my order?
FedEx or UPS (United Parcel Service) usually delivers in 3-5 business days to all locations in USA and Europe, and in 5-7 days to Australia, New Zealand and most of Asia, Latin America and Africa. Please let us know you to upgrade faster delivery.
How often do you update your rug galleries?
It varies greatly. If you would like to be informed when our new products are listed please send your e-mail address to sales1@over-dyed-rugs.com.