Shipping policy
International Order Limitations: Due to Shopify limitations, you can only purchase up to 3 rugs if you are from the following countries: Canada, US, UK, Japan, Australia, New Zealand, Belgium, Denmark, France, Germany, Ireland, Italy, Netherlands, Spain, and Switzerland.
If you are outside of these countries and order 3 rugs, your order will be canceled and a full refund will be applied. If you wish to order 3 rugs, you will need to make multiple orders of 1-2 rugs per order.
Local Pickup: We offer local pickup at our location in Kitchener, Ontario. Once we confirm the order, the customer will receive an e-mail that the order is ready for pickup. We will reach out to the customer directly after to arrange a pickup date & time.
Processing Time: For all orders, we aim to fulfill orders within 1-3 business days. Orders are processed chronologically as they are received. Once processed, your order will be prepared for shipment. Please note the shipping courier we work with does not operate on the weekends so orders are only dropped off on weekdays (business days).
Delivery Time: Depending on your location, shipment delivery time is expected to be 1-2 weeks and orders outside of North America is expected to be 1-3 weeks.
Shipping Confirmation: Once your order has been shipped, you will receive a shipping confirmation email with a tracking number.
Order Changes/Cancellations: You may modify or cancel your order up until the point your order has been shipped. We cannot modify or cancel the contents of your order once it has already been shipped out.
Refunds and Returns (all customers except European Union): All sales are final. Due to the limited nature of our product, you may not cancel or modify the contents of your order once it is confirmed and shipped out. However, you may modify/cancel your order up until the point your order has been shipped.
Refunds and Returns (European Union): All customers located in the European Union can submit a withdrawal request form to excerise their statutory right of withdrawal within 14 days of receiving their goods.
Upon submission of a withdrawal request, the customer will receive confirmation that the request has been received. The customer is responsible for shipping back the goods to our address within 14 days of notifying us of the decision to withdraw. Our return address is: 54 Saxony Street, N2R0S3, Kitchener, Ontario, Canada.
Customers are responsible for the direct cost of return shipping and goods must be returned in good condition. Upon receiving the returned goods, a refund will be issued to the customer's original payment method to reimburse all payments received for the returned goods and original shipping charges paid without undue delay no later than 14 days.
Withdrawal form can be found here.
Shipping Delays: We are not responsible for delays caused by carrier issues, weather, or other unforeseen circumstances
Lost Packages: We are not responsible for any lost or stolen packages. The customer takes full responsibility when purchasing. Please contact your local shipping carrier to locate your package, and/or file a lost package report.
Incorrect Address: We are not responsible for incorrect addresses. Address changes can be made if the order has not yet been shipped. If a package fails to deliver due to an incorrect address, the buyer will have to pay additional fees to have the item to be reshipped.
Custom Fees: Customer is responsible for any custom fees, taxes or tariffs that may be applied on the package.
By placing an order with us, you agree to the terms outlined in our Shipping Policy. If you have any questions, please contact us at rugged.jp@outlook.com.
