Shipping policy

Shipping Policy

At Allen Home Rugs, we are committed to delivering your rug safely, securely, and efficiently. Please review the details of our shipping process and post-delivery expectations below.

1. Order Handling Time

Each rug is carefully packed and quality-checked before dispatch. Orders are typically processed within the handling time listed on the product page (Excluding Sundays). Custom-sized or made-to-order rugs may require additional preparation time before shipping.

2. Shipping Method & Rates

  • Free Domestic Shipping: We offer free shipping on all orders within the continental United States.
  • Ground Shipping Only: Due to the size and weight of our rugs, all orders are shipped via ground services (UPS, FedEx, etc.).
  • No PO Boxes: We currently do not ship to PO Boxes or APO/FPO addresses.

3. Delivery Timeframe

After shipment, your rug will typically arrive within 5–7 business days, depending on your location. Delivery timelines may vary slightly during holidays, severe weather conditions, or peak shipping periods.

All sizes other than 3'x5', 4'x6', 5'x8', 6'x9', and 8'x10' are considered custom sizes. Custom orders may require additional production and shipping time. Please contact our customer support team for accurate shipping timelines.

Our rugs require adequate sunshine exposure as part of the finishing process to ensure the best quality. During heavy rainfall and winter months, this drying process may be affected, which could result in unexpected delays in shipping.

4. Order Tracking

Once your order ships, you will receive a tracking email with shipment details. Please allow up to 48 hours for the tracking information to update within the carrier's system.

5. Address Accuracy & Modifications

Customers are responsible for entering a complete and accurate shipping address at checkout. Allen Home Rugs is not responsible for delivery issues caused by incorrect or incomplete addresses.

If you need to modify your shipping address, please contact us immediately at contactus@allenhomerugs.com. Address updates can only be made if the order has not yet been shipped.

6. Order Cancellation

Orders cannot be cancelled once they have been shipped. If you no longer wish to keep the rug after it arrives, you may follow our return process according to our return policy.

7. Important Unboxing Guidelines

  • 📹 Unboxing Video Required: Please record a continuous video from the moment you open the outer packaging until the rug is fully laid flat. This is required for any damage or defect claims.
  • 📷 Inspect the Packaging: Take clear photos if the outer packaging appears torn, crushed, punctured, or wet before opening.
  • ✂️ Open with Care: Use caution when cutting the packaging to avoid accidentally damaging the rug.
  • ♻️ Save All Packaging: Additional inner plastic wrap is included for repacking. Please retain all packaging materials until you are certain you will keep the rug.

8. Damaged or Incorrect Orders

If your rug arrives damaged, defective, or incorrect, please email us within 48 hours of delivery with:

  • Your unboxing video
  • Clear photos of the issue
  • Photos of the packaging

This documentation is required for any replacement or claim processing.

9. Delivered but Not Received

If a shipment is marked "Delivered" by the carrier but you believe you did not receive it, you must first open a claim within 72 hrs. directly with the shipping carrier (UPS, FedEx, etc.).

Once the claim has been submitted, please forward the carrier confirmation email to us so we can assist with the investigation if necessary.

Allen Home Rugs cannot override carrier delivery confirmations, and claims must be initiated with the carrier first.

10. Delivery Responsibility

Customers are responsible for ensuring that the delivery location is secure and accessible. Allen Home Rugs is not responsible for packages that are lost or stolen after the carrier confirms delivery.

11. Signature Requirement for High-Value Orders

For certain high-value orders, a signature may be required upon delivery to ensure the package reaches the intended recipient safely.

12. Refused Deliveries

Orders that are refused without prior authorization may be subject to return shipping fees and handling charges, which may be deducted from any applicable refund.

13. Carrier Delays & Events Beyond Our Control

Once a package is handed over to the carrier, delivery timing is managed by the shipping company. Delays caused by weather conditions, transportation issues, custom clearances or operational disruptions are outside our control.

Need Help?

We're here to help with any questions or concerns:

Chat: Click here to chat with us now.
Email: contactus@allenhomerugs.com
Website: www.allenhomerugs.com