Shipping policy
Where we ship
We ship worldwide, including all 50 United States plus Puerto Rico and unincorporated US territories, Canada, the United Kingdom, the European Union and EFTA countries, and most of the rest of the world.
US orders are fulfilled from within the United States. International orders ship from our nearest production partner.
Processing time
Orders are picked and packed within 1–2 business days. Orders placed on weekends or US public holidays begin processing on the next business day.
Shipping cost
United States — free shipping on every order. Shipping is included in the price shown on the product page. There is no minimum order value, no surcharge for larger sizes, and no additional charge for ordering more than one item. The price you see is the price you pay.
International orders are charged shipping at checkout, calculated on destination, size and quantity. The exact amount is shown before payment is taken.
Delivery estimates
| Destination | Delivery after dispatch |
|---|---|
| United States | 2–5 business days |
| Germany | 2–3 business days |
| Canada | 5–15 business days |
| Rest of Europe & EFTA | 10–30 business days |
| Rest of world | 10–30 business days |
Estimates are counted from dispatch, not from the time the order is placed. Delivery times are carrier estimates and are not guaranteed; they may be affected by weather, customs processing, public holidays and periods of high volume.
Customs, duties and import taxes
Orders delivered outside the United States may be subject to import duties, taxes or customs handling fees levied by the destination country. These charges are not included in the amount paid to us and are the responsibility of the recipient. Customs processing may also delay delivery, which is outside our control.
Alaska, Hawaii, Puerto Rico and US territories
We deliver to all of these at the same rates. Please allow an additional 7–12 business days on top of the estimate above.
How orders ship
Rugs ship rolled in long cartons, one carton per rug. Where an order contains several rugs, or a rug together with pillows or a blanket, the packages may travel separately and arrive on different days. You will receive separate tracking for each. This is normal and does not indicate a problem with your order.
PO boxes and APO/FPO addresses: we can ship smaller items, but rugs require a street address.
Tracking
A tracking link is emailed to you as soon as your order leaves our fulfilment centre. Carrier scans can take 24–48 hours to begin updating, so a tracking number that shows “label created” for a day or two is normal.
If the shipping confirmation has not arrived, please check your spam and promotions folders before contacting us.
Delivery address accuracy
Please double-check your shipping address at checkout. We are not able to redirect a package once it has been dispatched, and we cannot accept responsibility for orders delivered to an address supplied incorrectly.
Lost, delayed or damaged shipments
If a package is marked delivered but has not arrived, please check with neighbours and around the property first — rug cartons are frequently left at the side of a house rather than at the front door. If it has not turned up after 24 hours, contact us and we will open a claim with the carrier.
For items damaged in transit, please email us within 7 days of delivery with photographs of both the item and the packaging.
Prices and tax
All prices are shown in US dollars. Applicable sales tax is calculated at checkout.
Contact
Questions about a shipment: contact@horizonrugs.com. Please include your order number.