For Canadian Customers:

• Shipping Time: 4-6 weeks
• Process: Rugs will ship to our Canadian distribution facility. From there, we create a FedEx label and ship directly to your address.

For US Customers:

• Shipping Time: 2-3 weeks
• Process: Rugs ship directly from our U.S. distribution facility to your residential address.

For International Customers:

• Shipping Time: 6-8 weeks
• Process: Rugs ship directly from our Canadian distribution facility to your residential address.

Local Pickup:

• Furniture orders are not eligible for local pickup and will be delivered directly to your home.

Delivery Times:

• In-Stock Furniture: 4-6 weeks for most Canadian and US locations.
• Out-of-Stock Items: Our team will contact you with an estimated lead time.
• Custom Furniture (upholstery, finishes, sizes): 8-12 weeks for delivery.

Delivery Options:

• Standard Delivery:

Typically "threshold" delivery: the box is brought through the doorway.Does not include unboxing or packaging removal.

For remote locations, curbside delivery may be the only option.

Smaller items may arrive via small parcel (e.g., FedEx or UPS) with tracking provided.

For Orders Over $3000 CAD:

• Threshold Delivery: Delivery into the entryway. For remote locations, curbside delivery may be the only option.
• Room of Choice: Delivery into any room, including up or down stairs. Ensure stairways/hallways can accommodate the item. Does not include unpacking or assembly.
• Full Service (White Glove) Delivery: Delivery into any room, including unpacking, assembly, and garbage removal. Does not include hanging of art or mirrors.

Delivery Notifications:

• Our delivery team will send an email and phone notification with a time slot for your delivery, which can be modified if necessary.

Delivery Times:

• General: 8-12 weeks for most Canadian and US locations.

Shipping Details:

• Larger Art: Ships directly from the manufacturer.
• Smaller Art: Ships from our stockroom in Guelph.

Tracking:

• You will receive a tracking number via email once your item has shipped.

Potential Delays:

• Causes: Manufacturing delays, weather, holidays, and other unforeseen circumstances.
• Products Affected: Furniture, rugs, framed art, mirrors and lighting.

Communication:

• We strive to provide updated information as soon as it is available from our manufacturers.
• We ask for your patience and understanding during these times.

Availability:

• Rugs, furniture, mirrors and lighting are generally not available for local pickup unless specified otherwise in the product description.
• Limited storage space at our retail location & stockroom necessitates this policy.

Notification Period:

• Please contact us within 2 business days of receiving your product if it is damaged or defective.

Claim Approval:

• Claims submitted after 2 days may not be approved.

Resolution Options:

• We offer replacements, store credit, or full refunds for damaged or defective items.

Possibility of Additional Charges:

• Deliveries to remote locations in Canada or the US may incur additional shipping charges.

Notification and Confirmation:

• Our team will contact you if these charges apply to your order.

Pre-Order Inquiry:

• To inquire about potential additional shipping charges before placing your order, please contact our customer care team at help@rugandweave.com.

We cannot ship to a P.O box so please make sure to provide a valid, municipal shipping address.

Refunds vs. Store Credit:

• We do not offer refunds for returns; instead, we provide store credit.

Store Credit Process:

• Store credit will be sent to you via email.
• The credit never expires and can be used for any future purchase.

Remaining Balance:

• If the full credit isn't used at once, the remaining balance can be applied to future purchases.

Return Label Responsibility:

• We do not provide return labels; customers are responsible for shipping returned items back to Rug & Weave.

Store Credit Issuance:

• Once the return is received, a store credit will be sent to you via email.

Return Timeframe:

• All returns must be received within 30 days of the original delivery date.

Process for Error Resolution:

• If you notice an error in your order, please reach out to our Help Desk at help@rugandweave.com.
• In your email, include your order number.
• Our team will facilitate sending you the correct item and provide a return label for the mis-shipped or damaged items.

Photography Standards:

• All our products are photographed by our dedicated team in natural light.

Color Accuracy:

• We strive to represent colors as accurately as possible.
• Please note that products may appear slightly different in various lighting conditions.

Return Policy for Color Mismatch:

• If the item doesn't suit your space due to color variation, you can return it to us.
• Upon receiving the item, we will issue you a store credit.

Program Overview:

• Our Trade Program is designed to assist the design community in sourcing unique products for their projects.

Getting Started:

• New design clients can connect with us by sending an email to trade@rugandweave.com.

Requesting Volume Discounts:

• Trade partners seeking volume discounts for commercial, hospitality, or design projects can email us at help@rugandweave.com.

More Information:

• Please reach out to receive further details on volume pricing options.

Offering Custom Pillows:

• We're thrilled to offer our custom, made-in-house Rug & Weave pillows to retail stores aligned with our brand.

Contact Us:

• For more information on wholesale opportunities, please reach out to us at wholesale@rugandweave.com.

Full-Room and Home Design Services:

• We offer comprehensive design services to assist you in creating the perfect space.
• Email design@rugandweave.com to connect with our Design Stylist digitally.

In-Store Styling Assistance:

• Visit our retail store for styling support from our in-store Design Stylists.
• They can assist with product selections, pillow pairings, and rug sizing.