Shipping policy

Shipping

Free express shipping, tracked from our door to yours. One rate, no thresholds, no surprises at checkout.

What it costs

Nothing. Express shipping is free on every order, to every country we serve.

Where we ship

We currently deliver to 28 countries by express courier: Australia, Austria, Belgium, Canada, Czechia, Denmark, Finland, France, Germany, Hong Kong SAR, Ireland, Israel, Italy, Japan, Malaysia, Netherlands, New Zealand, Norway, Poland, Portugal, Singapore, South Korea, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom and the United States.

If your country is not on the list yet, write to hello@rugember.com. We add destinations as our courier lanes open.

When it leaves

Standard sizes ship from our Cheyenne, Wyoming hub. You get a tracking email the moment the parcel is scanned.

Custom-cut rugs are made for your measurements: we cut, bind and ship in 7 to 8 business days.

Duties and taxes

Where DDP is available, duties and import taxes are calculated and collected at checkout, so nothing is owed at the door. Where DDP is not available for your destination, the carrier may collect duties or import fees on delivery, according to your country's rules. Those charges are set by your customs authority, not by us.

Tracking

Every order ships tracked. Follow it live on the Track Your Order page: enter your checkout email, type the 6-digit code we send, and every order appears with its tracking. No account, no password.

Addresses

Please check your address before you pay. If a parcel comes back to us because the address was incomplete or nobody could receive it, we will contact you and reship it once at no cost. Repeated reshipments to the same incorrect address may be refused.

Delays

Couriers occasionally run late for reasons outside anyone's control: weather, customs inspections, public holidays. We track your parcel with you and keep you posted. If it stops moving, write to us and we chase it.