FREQUENTLY ASKED QUESTIONS
WHAT IS PRIORITY SHIPPING?
Priority shipping is the only option we offer for US orders over 4oz in weight! Priority shipping is not express shipping and is not guaranteed in a set amount of time! Our website does estimate a delivery duration but it is just that, an estimate (NOT A GUARENTEE). We do not offer a guaranteed shipping service nor do we offer an expedited shipping option. We only offer priority shipping on orders over 4oz in weight because this shipping option includes insurance and the customer can rest assured that if their package does not make it to their home we have the option to file a claim with the USPS. We hope this clears up any confusion!
Are Rug Wear products sold at any other retailers?
No. www.rugwear.com is the EXCLUSIVE destination for RUG WEAR Merchandise.
How are items measured?
All measurements are listed in inches and are measured with the item laying flat. If you are measuring your child for a shirt/hoodie please measure completely around your child and divide in half to find your right measurement for the given item. Each item has different measurements as we use different vendors for certain items PLEASE REFER TO THE SPECIFIC ITEMS SIZING GUIDE FOR CORRECT SIZING FOR THAT ITEM.
How often do you restock?
We aim to restock every week, but restock dates vary depending on product availability.
How can I find out about restocks?
Restock information will always be posted on the Shop Rug Wear Instagram and you can signup for notification on each item that you wish to be notified about right from our website.
I placed an order. When will my package arrive?
All packages ship via USPS. The processing time for orders is 5 business days, this can be extended during holidays or product release dates. After that, delivery time within the United States is 3-9 days, and 20 or so business days internationally. Please keep in mind that during holidays or limited edition launches, this time may vary. Thank you for your patience.
Please refer to our Shipping Policy.
What method is used for shipping?
All domestic packages are shipped via USPS, all international packages are shipped via UPS.
How can I get in touch with your customer service team?
For customer service inquiries only, please E-mail email@example.com
I emailed your customer service team. When should I expect a response?
We aim to respond to all E-mails within 48 hours. Please note that this timeframe may be extended during and immediately after launches or during holidays.
EMAILS ARE RESPONDED TO MONDAY - FRIDAY FROM 9am TO 5pm!
Do you offer returns?
No. All sales are final. Please refer to our Refund Policy.
In the unlikely event that a product arrives not as described, we will gladly send replacements for damaged/missing product with notification of damaged/missing product within 14 days of receipt of package.
I am an international customer (outside USA.) Do I have to pay customs and taxes?
All packages are shipped via USPS/UPS. Items shipped outside of the United States may be subject to import duties, taxes and/or charges which are not included in the total cost of your order, nor will they be covered or reimbursed by Rug Wear.
We are not responsible for any shipping deliveries that may be affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays once the package has exited the United States.
Please check with your country’s customs office to determine what these additional costs will be prior to placing your order.
I have not received my order confirmation, what should I do?
Order confirmations can take up to 24 hours to receive due to high demand on the server. If you have not received your order confirmation E-mail after 24 hours, please contact us at firstname.lastname@example.org with your inquiry.
Do you ever do giveaways?
Yes, we run official giveaways on Instagram (Shop Rug Wear). This is the only place giveaways will be promoted and announced. We do not require customers to pay for giveaways nor do we send emails regarding giveaways.
Can I change my order once I've placed it?
No, once you place an order it is final. If a change is necessary the entire order will need to be cancelled/refunded by our customer service team and re-submitted with the correct items!
I've forgotten my password. What should I do?
To reset your password, go to http://rugwear.com/account/login and click on “Forgot your password?” above the sign-in button. You will then be prompted to enter your E-mail address you used to create your account. Once you submit, you will receive an E-mail notification with a link to reset your password. Once you’ve done this, you can log in with your new password as normal on this page: http://rugwear.com/account/login