Shipping policy

Last updated 14 September 2026

Every rug we sell is hand-knotted in Nepal. Below is exactly what to expect between placing your order and unrolling it in your room.

Delivery Lead Times

We sell two kinds of rugs and they arrive on different timelines. Every product page tells you which one you are buying before you order.

In stock — about 2 to 3 weeks

These rugs are already here in Brockport, New York. We pack and dispatch within 5 to 10 business days of your order, and delivery takes a further 3 to 7 business days.

Made to order — about 4 to 6 weeks

These rugs are woven and shipped from our weavers in Nepal. Weaving, finishing, international transit and customs clearance take 4 to 6 weeks from the day you order.

Custom rugs

Rugs woven to your own specification take longer. We confirm the estimated lead time in writing before you pay a deposit.

These are estimates, not guarantees. If we cannot dispatch your rug within the time stated above, we will email you with a revised delivery date and the option to cancel your order for a full refund.

Shipping Charges

Shipping is free on orders of $500 or more. Orders under $500 ship for a flat $25. There is no surcharge for large or heavy rugs, and every rug we sell is priced above $500, so shipping is free on every rug order.

We currently ship only within the United States. We are not able to ship to international addresses at this time.

Duties and Import Charges

You will never receive a customs bill from us or from a carrier.

We are the importer of record on every rug that comes from Nepal, and we pay all duties, tariffs and import charges ourselves. The amount you pay at checkout is the full amount you pay.

How Rugs Are Delivered

Rugs are heavy. Smaller sizes ship by standard parcel carrier. Larger rugs may ship by freight, in which case the carrier will contact you to arrange a delivery window.

What freight delivery includes

Delivery to the kerb or front door
Not inside your home, and not to a specific room
A scheduled delivery window arranged directly with you

Signature on delivery

We do not require a signature by default. If you would prefer one, email us before your rug ships and we will arrange it.

Tracking Your Order

You will receive a shipping confirmation email with a tracking number as soon as your rug leaves us. Tracking can take up to 24 hours to start showing movement.

Delivery Addresses

Please check your address carefully at checkout. We cannot redirect a rug once it has shipped, and we cannot cover the cost of reshipping a rug sent to an incorrect address you supplied.

We deliver to residential and business addresses. We cannot deliver larger rugs to PO boxes.

Delays Outside Our Control

Weather, carrier backlogs, customs inspection and peak shipping season can all add time. We will keep you informed if we learn of a delay, but we are not liable for delays caused by carriers or by customs once a rug has left us.

If Your Rug Arrives Damaged

Please inspect your rug when it arrives. If the rug or its packaging is damaged, photograph both and email us within 7 days of delivery.

We will cover return shipping and either replace the rug or refund you in full, whichever you prefer.

Lost or Undelivered Rugs

If tracking shows your rug as delivered but it is not there, please check with neighbours and with your building, then email us within 7 days so we can open a claim with the carrier.

If a rug is returned to us as undeliverable or refused, we will refund it once it reaches us. Where the return was not the result of our error, we may deduct the actual return freight cost from your refund.

Returns and Refunds

Returns are covered in full by our Return and Refund Policy. In short:

30 days from delivery to request a return
Return shipping is paid by you
No restocking fee
Custom rugs are final sale

Questions

Email hello@themountainrug.com or text 256-525-7742.

We reply within 24 hours, seven days a week.