We value your privacy and take your security very seriously, before during and after your natural fiber sisal rug purchase. We do not share any personal information with third parties, we do not store extraneous information and we do not store your credit card information.
When you buy a carpet at Custom Sisal Rugs, you can be confident that we will take all measures to protect your information and your privacy. We only collect information relevant to your purchase, including your name and address to name and process your order, and the item number of the rug(s) you have purchased.
We use cutting edge technology in our online store to ensure that your privacy and your personal information is secure at all times. If you have any further questions about our policies, please contact us.
Any Sisal area rug will ship anywhere in the 48 Continental United States by UPS basic ground. We can ship any rug to Alaska, Hawaii or US Minor Outlying Islands for a small charge. International shipping is available, if you would like rates please call us at 1-855-GOT-RUGS (1-855-468-7867) or email us your postal codes and we will get back to you with the lowest rates available! Duties and taxes are the responsibility of the buyer, please check with your local offices before purchasing.
All sisal carpeting is cut and made to your specifications, please 10-14 business days to receive your package(s).
Please inspect your package before you open it. Do not open your package if you see any deviation, kinks, or if any part of your rug is exposed. If there is no visible damage to your package, carefully unwrap your rug and save the wrapping temporarily. Inspect the rug thoroughly front and back, and check for taint or stains and any other damage.
If there is any problem with your sisal area rug, save the original packaging, and call or e-mail us immediately so we can rectify the issue. We may need the packaging if the damage was at the carriers' fault.
Thank you for purchasing our sisal carpets. These rules are established to ensure that the natural fiber carpet we send arrive to your home in good condition, and that your experience with us is satisfying and pleasurable.
We accept refunds up to 15 days after receipt of rug, only if the carpet is in identical condition from when it was shipped. We reserve the right to refuse returns, refunds, and exchanges for rugs that have been damaged, soiled, torn, or are otherwise are in different condition from when they left our showroom. We accept exchanges up to 30 days after receipt of rug.
Return shipping is the buyer's responsibility. We highly recommend buying insurance for your rug, if the rug is lost or damaged and is not insured, we will not accept a return, and we will not issue a refund or exchange.
After 15 days of purchase refunds will not be accepted, and after 30 days of purchase returns will not be accepted and we will not issue exchanges.
Please contact us for a return authorization, if you return your rug without a return authorization.
Please ship rugs carefully, use the same or similar packaging to protect from weather, bugs, and dirt. We reserve the right to refuse shipment and refund if the rug is damaged or soiled.
If you refuse shipment we will consider it a return without authorization, and we will issue a refund for the total price minus the cost of return shipping and the 10% restocking fee. If the rug is not in the condition it was sent to you, no refund will be issued.
Returns will only be accepted for standard catalog merchandise; absolutely no returns, refunds or exchanges on custom rug orders.
No returns, refunds, and exchanges will be accepted, unless they are in accordance with the policies above. When purchasing a rug with Custom Sisal Rugs, you are accepting and agreeing to our terms and condition of purchase.