Shipping policy

Production Time

Every rug at Tufted & Co. is made by hand, one piece at a time. Production timelines depend on the type of order:

Ready-to-ship rugs — packed and shipped within 3 business days of your order.
Custom orders — typically take 2–4 weeks from design approval to completion.

We will email you with progress updates throughout production.

Shipping Time

Once your rug is ready, shipping times are:

Canada: 5–10 business days
United States: 7–14 business days
International: 10–20 business days

A tracking number is provided as soon as your order ships.

Shipping Costs

Shipping is calculated at checkout based on weight and destination.

Customs & Duties

For international orders, any customs duties, taxes, or import fees are the responsibility of the buyer. These charges are determined by your country's customs office and are not included in the shipping cost at checkout.

Damaged or Lost Packages

If your rug arrives damaged, please contact us within 7 days of delivery at tuftedandco@gmail.com with photos. We will work with the carrier to file a claim and arrange a repair, replacement, or refund.

If a package is lost in transit, we will help you file a claim with the carrier and resolve the issue promptly.

How to Reach Us

Email: tuftedandco@gmail.com
Phone: +1 514-641-5775

We respond to most messages within 24 hours, Monday through Friday.

— Tufted & Co.