Handmade for you, delivered to your door
eTufted Rugs is based in the USA, and every rug is made to order in our own production department in Pakistan. Because your rug is hand tufted and hand cut after you order, delivery happens in two stages: making your rug, then shipping it to you by tracked international courier. Please allow about 6–8 weeks in total from order to delivery. We ship to the USA, Canada, the UK, Australia, Germany and many other countries.
At a glance
All times are estimates and may vary in busy seasons or for very large rugs.
From order to doorstep
How long will my rug take?
Design approval
1–3 business days
We send your design preview. Production starts once you approve it, so a quick reply keeps your order moving.
Handmade production
4–5 weeks (incl. handling)
Handling, preparation and making: your rug is hand tufted, hand cut, backed and finished in our production department in Pakistan. Very large or detailed rugs may take longer.
Quality check & dispatch
Included in production time
We inspect your rug, send you photos, pack it carefully and hand it to the courier. You receive your tracking number by email.
Transit & delivery
2–3 weeks
Your rug travels by tracked international courier to your door. Customs checks can sometimes add a few days.
Need it by a certain date? Email etuftedrugs@gmail.com before ordering. We will tell you honestly whether we can make it in time, and a faster option may be available for an extra fee.
Where we ship
Estimated delivery by country
Transit times are counted from dispatch, after your rug has been made (4–5 weeks).
Shipping cost depends on your rug’s size, weight and destination, and is shown at checkout or in your custom quote before you pay.
Remote areas: some couriers charge an extra fee for remote or hard-to-reach addresses. If this applies, we will contact you before dispatch.
Customs, duties & taxes
International shipping, explained
Your rug is shipped internationally from Pakistan, so it passes through customs in your country, including the USA.
Who pays duties
Import duties, taxes (such as VAT or GST) and customs fees are set by your country’s customs authority, not by eTufted Rugs. They are not included in our prices or shipping cost, and are paid by the customer, usually to the courier before or on delivery.
Customs delays
Customs may hold a parcel for inspection or ask for extra information. These delays are outside our control, but we will help with any paperwork the courier needs from us.
Unpaid or refused parcels
If duties are not paid or a delivery is refused, the courier may return or dispose of the parcel. Because every rug is custom made, we cannot offer a refund or replacement in this case, and any return or re-delivery costs are the customer’s responsibility.
Delivery issues
If something goes wrong on the way
Check your address
Please make sure your shipping address and phone number are correct. You can correct them by email any time before dispatch. We are not responsible for delays or losses caused by an incorrect address, and any re-delivery cost is paid by the customer.
Damaged in transit
If the parcel looks badly damaged, photograph it before opening and note it with the courier. Email us within 48 hours of delivery with photos, and we will provide a resolution under our return and refund policy.
Lost or delayed parcels
If tracking has not updated for 7 business days, or your parcel is marked delivered but you cannot find it, email us. We will open an investigation with the courier and keep you updated until it is resolved.
Shipping fees
The shipping fee is not refundable once your rug has been delivered successfully. If you return a rug after declining our resolution, return shipping is your responsibility.
Track your order: use the tracking number in your dispatch email, or visit our order tracking page.
Business & bulk orders
Multiple rugs or oversized pieces?
Large, multi-rug and logo rug orders for shops, offices and events may ship in one or more parcels, or by freight. Delivery times and costs for these orders are confirmed in your written quote.
Questions?
We’re happy to help
If you have a deadline, a large rug, or a question about delivery to your country, write to us before you order and we will give you a clear estimate. You can also read our FAQs or start a custom rug.
Delivery times are estimates and not guaranteed. This policy does not affect any rights you have under the consumer laws of your country.