Shipping policy

Thank you for visiting and shopping at Reals Rugs. 

Shipment processing time

Due to the custom nature of our items, orders are processed within 7 business days of receipt. Our hand tufted rugs have a 45-day processing time.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. If your shipment experiences a significant delay, we will contact you via email or phone.

Shipping rates and delivery estimates

We offer FREE Shipping for the majority of US orders. International customers must cover shipping.

Shipping charges for your order will be calculated and displayed at checkout.

After shipment, orders typically take from 3 to 7 days to arrive.

Shipment to P.O. boxes or APO/FPO addresses

Reals Rugs ships to addresses within the US and some international countries, including P.O. boxes. and some APO/FPO/DPO addresses depending on the country.

Shipment Confirmation and Order Tracking

You will receive a Shipment Confirmation email with your tracking number once your order has shipped.

Customs, Duties, and Taxes

Reals Rugs is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the customer’s responsibility (including tariffs, taxes, and other costs).

Damages and Issues

In case of a damaged product or a manufacturing error, Reals Rugs offers a free replacement or a refund if you contact us within 30 days of product delivery. Please contact us at sofia@realsrugs.com with the requirements below.

You must include:

1. Photos of the item(s), the original packaging, and the shipping label

2. Your order number or the email used to place the order

If there’s an issue affecting multiple products that use the same design, an additional photo (or video) of all affected items visible in one frame will be required for confirmation purposes.

We may require you to send back the product(s). If so, we’ll send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

Shipping Locations

We ship to the United States & most international countries.

Incorrect Shipping Addresses and Refused Delivery

We make every attempt to validate the shipping address provided at checkout to ensure it’s recognized as a valid address. If we cannot validate the address, we will try to contact the customer to provide an updated address. If we cannot update the address, the order will be canceled and refunded.

Reals Rugs will not be held responsible if the customer provides the wrong shipping address and we cannot recover the package.

Missing Shipments

In case the package has been lost, the first thing to do is to check whether the submitted address is 100% correct.

If the address is correct, please contact the local post office. Upon arriving at the destination city, sometimes packages are stored at the local post office and the recipient has to collect the package.

After completing these steps, please contact us at sofia@realsrugs.com. We will investigate it further and may offer a free replacement or refund. Allow up to 30 days for the investigation.