Enjoy Free Shipping on Us
Do you ship internationally?
What do you charge for shipping?
For orders to Alaska, Hawaii, Canada, and Puerto Rico, you will be billed the actual shipping charge to your destination. This will be calculated and presented to you at the time of checkout. Canadian customers will be charged for all applicable customs duties, taxes, and brokerage fees.
For large, oversize rugs that require a surcharge above our shipping and freight partners’ standard shipping rates, an Oversize Processing Shipping fee will be calculated in cart.
What is your processing and handling fee?
How do I track my order?
How long will it take to receive my order?
Made-to-order items might take a bit longer, generally arriving within 3-4 weeks of the order date. Predicting the delivery time for custom rugs can be tricky. While some custom rugs are produced within a few weeks, larger hand-knotted rugs may take over six months to weave. Our friendly Customer Service team will keep you updated on the projected ship date as your custom rug is created.
What if I refuse the delivery of my rug?
How do I properly receive an oversized rug?
Before your oversized rug is delivered, the carrier will contact you to schedule a convenient delivery appointment. Here are a few things to keep in mind:
Delivery DetailsFOR VISIBLE DAMAGE: If the packaging shows visible signs of damage, open the item immediately and ask the driver to inspect it with you. Note any damage on both your copy and the carrier’s copy of the delivery receipt.
If the item is damaged beyond repair, REFUSE the delivery.
FOR CONCEALED LOSS OR DAMAGE - NO VISIBLE DAMAGE TO THE PACKAGING: Within 3 days of delivery, unpack and inspect your shipment. If you find any concealed damage, report it to us immediately.
Do not sign for items that are or may be damaged unless noted on the form. If you refuse the item due to damage, contact us right away, and we will process a replacement and handle everything with the freight company.
Remember, once you sign for the item or give the freight carrier permission to leave it, you may be responsible for filing a claim if it's damaged during shipping. If you have any questions or need assistance, feel free to call us at 888-464-1447 or email [email protected]!
It’s as easy as adding the Protection Plan - along with the product you want covered - to your cart and checking out!
Once you purchase coverage, you will receive a welcome email, giving you access to your dedicated portal (where you will be able to view your coverage information and file a claim).
Accidental damage coverage begins day 1 of purchase, while defects in materials and workmanship are covered as soon as the 30-day return period expires.
You can file a claim by going to getmulberry.com/login and by logging into your portal. Or you can simply contact the customer support team 24/7 via [email protected].
If damage is beyond repair, Mulberry will replace your product or will reimburse you for your product. If a repair is needed, Mulberry will coordinate technician cleaning or repair. Mulberry will repair your product up to its original retail price.
You are able to cancel your Protection Plan by contacting Mulberry or by logging into your customer portal. Within the first 30 days of purchase, you will receive a full refund.
You can exchange your product for an identical product, without it affecting your warranty purchase. If you exchange your product for a different item, you will need to cancel your existing coverage and purchase a new plan, as coverage is tied to the specific product with which it was purchased.
Currently, coverage is only available in the United States, including Hawaii, Alaska and Puerto Rico.
The Protection Plan does not cover damage that occurs during product delivery, pet damage (other than bodily fluids), odor elimination, intentional abuse of the product, or theft or loss of the product.
Yes. All protection plans are transferable in ownership.
Mulberry is a best-in-class extended warranty provider that works with retailers to provide customers with accidental damage protection on their purchased products.
The Mulberry Protection Plan is a 1- and 5-year extended coverage program that protects against accidental damage to your rug.
Mulberry provides a quick, online claims process and does not require a receipt to file a claim.
Enjoy Free Standard Shipping on us within the continental United States. For orders to Canada, Puerto Rico, Alaska, and Hawaii, freight forwarding costs and associated duties will be calculated at Checkout. For large, oversize rugs that require a surcharge above our shipping and freight partners’ standard shipping rates, an Oversize Processing Shipping fee is calculated in Cart.
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