Track Your Order

Every order ships with tracking. Here's how to find it.

Check your email

You'll receive two emails from us: an order confirmation when you check out, and a shipping confirmation with a tracking link when the order leaves the warehouse. The tracking link is in the second one.

If the shipping confirmation hasn't arrived yet, your order is still in the 1–2 business day processing window. Check your spam and promotions folders before assuming something's wrong.

Tracking not updating?

Carrier scans can lag by 24–48 hours after dispatch, especially over a weekend. A tracking number that shows "label created" for a day or two is normal.

If there's been no movement after 5 business days, email us and we'll chase the carrier.

Multiple packages

Rugs ship separately from smaller items like pillows and rug pads. If your order contains both, you'll get two tracking numbers and two delivery dates. That's expected, not an error.

Marked delivered but not there

Check with neighbours and look for the package in less obvious spots — rug cartons often get left along the side of a house rather than at the front door. If it still hasn't turned up after 24 hours, email contact@horizonrugs.com with your order number and we'll open a claim.

Need help?

Email contact@horizonrugs.com with your order number and we'll look it up.