Shipping policy

Rugkey
Effective date: 16 September 2026
Contact: support@rugkey.com

1. Made to order
Rugkey operates from India. Rugs are manufactured to order. Production typically takes 30–45 days after payment is confirmed, depending on size and design.

During production we aim to send a progress update about every two weeks. You will also receive notices when your order is confirmed, when production is complete, and when the order has shipped.

2. Where we ship
We sell and ship to the United States only. Orders with non-US delivery addresses will not be fulfilled.

3. Dispatch and delivery
After production and quality checks in India, your rug is packed and handed to the carrier for delivery to the US address on your order. Transit time after dispatch depends on the shipping method selected at checkout.

Shipping is always charged. There is no free shipping. Shipping charges are calculated at checkout and are separate from the product price. You will receive tracking information when the order is dispatched.

Please ensure the US delivery address entered at checkout is complete and correct. We are not responsible for delays or failed delivery caused by an incomplete or incorrect address.

4. Duties and import
Shipments originate from India to the United States. Any customs duties, taxes, or import fees assessed on the order are the buyer’s responsibility unless we state otherwise at checkout. We are not customs counsel.

5. Delays
Handmade production and carrier networks can occasionally run longer than expected. If we expect a material delay beyond the stated 30–45 day production window, we will contact you at the email on the order.

6. Cancellation, damage, and refunds
Cancellation during production, and damage or defect on delivery, are governed by our Returns and Refund Policy:
https://rugkey.com/policies/refund-policy

In short: cancellation while the rug is being made follows the 40 percent non-refundable / 60 percent refundable rule. Damage or manufacturing defect on delivery must be reported within 7 days with photographs, as set out in that policy.

7. Contact
Shipping and order questions: support@rugkey.com
Include your order number in every message.