Shipping & Delivery Policy

 

At Carpet Culture, we aim to provide smooth and efficient shipping and delivery services for all rug sales, cleaning and restoration services, and rentals. Please read our shipping and delivery terms carefully as they vary depending on the type of transaction. By purchasing, renting, or utilizing our services, you agree to the terms outlined below.

1. Shipping & Delivery for Rug Sales

In-Store Purchases

  • Rugs purchased in-store are available for pick-up or delivery. Delivery charges will apply unless specified in a promotional offer.

Online Purchases

  • For online rug purchases, customers are responsible for all shipping and delivery costs unless otherwise stated. Delivery times may vary depending on the location and size of the rug.

Delivery Timeline

  • For rugs available in stock, delivery typically takes 3-5 business days. For rugs stored in our warehouse, it may take 3-5 days to make the rug available for showing or delivery, with next-day availability in some cases. Please contact us to confirm.

  • In-Store Rugs: For rugs displayed in-store, delivery is typically available the next business day but requires an appointment.

White-Glove Delivery

  • White-glove delivery is available for all rugs in the NYC & Brooklyn. If you're outside of this area but would still like this service please contact us. This service includes careful handling and placement of the rug in your home. After checkout, we will contact you to schedule a delivery time that best suits your needs.

  • Furniture Handling: We do not move or handle furniture during deliveries. If you require furniture moving services, you must notify us during the consultation. Additional fees may apply.

2. Shipping & Delivery for Rug Cleaning and Restoration Services

Pickup and Delivery Options

  • Free Pickup and Delivery (NYC only): For rug cleaning and restoration services, free pickup or delivery (or both) is available for orders exceeding $1,000 within New York City. This offer is subject to location and distance from our service center. If you're outside of this area but would still like this service please contact us

  • Chargeable Pickup and Delivery: For orders under $1,000 or when additional handling is required, pickup and delivery charges will apply. These charges are based on distance and other logistical factors, and they will be provided when you receive your quote.

Delivery Guidelines

  • Door-to-Door Service: We offer door-to-door delivery but do not move furniture. If your building is a walk-up or has no elevator, this must be disclosed during the consultation, and additional fees may apply.

  • Exclusions: We do not handle rug pads, packaging materials, or accessories during pickup or delivery. Our services are limited strictly to the rug itself.

3. Shipping & Delivery for Rug Rentals

In-Store Rug Rentals

  • For in-store rug rentals, rugs will be ready for pick-up or delivery within 2 business days of the rental request.

Warehouse Rug Rentals

  • For warehouse rug rentals, rugs will be ready for pick-up or delivery within 4 business days. Delivery charges for rented rugs will be provided upfront when you receive your quote.

4. Shipping Costs & Fees

  • Shipping Charges: Customers are responsible for shipping and delivery costs unless otherwise specified. Most rug sales come with free shipping over $1000 unless otherwise specified. These charges are non-refundable.

  • Distance-Based Fees: Shipping and delivery charges are based on the distance from our service center and any special handling needs. For example, delivery to walk-up buildings may incur additional fees.

5. Storage Fees

For rug cleaning and restoration services, customers have one week from the time of service completion to pick up or arrange delivery of their rug. After this period, a storage fee of $100 per week will apply, starting from the second week.

6. Return Shipping

  • Sales Returns: If you are eligible for a return, you will be responsible for return shipping costs. We recommend using a trackable shipping service and purchasing insurance for items valued at over $75.

  • Rental and Service Returns: Shipping does not apply to services such as rug cleaning or restoration, as they are non-refundable.

7. Delivery Timing

  • Standard Delivery: Delivery times for most items are between 3-5 business days. Custom rugs, rentals, and cleaning services may have different timelines, which will be communicated when your order or service is confirmed.

  • Tracking: Once your order is shipped, you will receive tracking information via email. Please allow up to 24 hours for the tracking to activate.

8. Risk of Loss

Once your item has been shipped or picked up for delivery, Carpet Culture is not responsible for any loss or damage during transit unless the delivery is handled through our white-glove service. If using a third-party shipping service, we strongly recommend purchasing insurance.