Shipping policy

Acknowledgment of Terms at Purchase
Most of our rugs are made to order is clearly designated on our website FAQs and Shipping Policy. Upon completing the checkout process, you confirmed your agreement to our Terms and Conditions, which include production lead times and cancellation policies. A customer's failure to review these terms prior to purchase does not waive their applicability or shift liability to the company.

 

DELIVERY

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1. We aim to deliver the Product to you at the place of delivery requested by you in your Order.

2. All risk in the Product shall pass to you upon delivery. From the time when risk passes to you, we will not be liable for loss or destruction of the Product.

3. If you are not available to take delivery, kindly email us in advance at hello@rugsea.com with your Order number, your name and address.

4. If you would wish to change your delivery address, kindly email us in advance at hello@rugsea.com with your Order number, your name and address.

5. In the event that the Products has been dispatched and delivered to the address requested by you and was signed off by anyone else's. We shall not be liable to you for any losses, liabilities, costs, damages, charges, or expenses as a result.

6. If delivery is delayed through your unreasonable refusal to accept delivery or if you do not (within one week of our first attempt to deliver the Product to you) accept delivery, we may (without affecting any other right or remedy available to us) do either or both of the following:

(a) charge you for any fee and other costs reasonably incurred by us; or

(b) no longer make the Product available for delivery and notify you that we are immediately cancelling the applicable order, in which case you will not received a refund or exchange as a remedy.

 

DELIVERY CHARGES BY COURIER SERVICES
WEST MALAYSIA

STANDARD DELIVERY

First 3 kgs — RM 12.00 Subsequent kgs — RM 1.50 / kg

1. Delivery charges by courier will be based on total weight.

2. Order will be processed and dispatched around 1 - 5 working days.

3. Customers will receive a courier tracking number.

*Subject to item's availability, customers may receive part of the item ordered. Your remaining item's will be processed and dispatched upon arrival.

EAST MALAYSIA

STANDARD DELIVERY

1 to 2 kgs — RM 50.00

Delivery charges by courier services to East Malaysia will be based on total weight.

1. Order will be processed and dispatched around 1 - 5 working days and subject to item's availability.

2. Made to order item's and pre-order item's will have a longer dispatch time.

3. Estimate time of arrival varies from different courier services.

4. Customers will receive a courier tracking number.

5. Rugsea may at its discretion request customers for further delivery charges in the event that there may be a weight discrepancy posted by the courier service provider.

 

OTHER PENINSULA MALAYSIA

States includes:

  • Perlis
  • Kedah
  • Penang
  • Perak
  • Kelantan
  • Terengganu
  • Pahang
  • Negeri Sembilan
  • Melaka
  • Johor

STANDARD DELIVERY 

First 3 kgs — RM 12.00 Subsequent kgs — RM 1.80 / kg

1. Customers may expect an email from hello@rugsea.com if there need to be additional delivery charges unaccounted for.

2. Our logistic partners may contact you prior to your delivery date.

3. Delivery time frame may extend if customer does not accept the first delivery scheduled. Customer shall wait for the next delivery schedule by our logistic partners.

 

DELIVERY TIMELINE

  • Items that are out of stock — 1 to 4 weeks
  • Made to order items — 2 to 5 weeks
  • Pre-order items — 2 to 5 weeks (depending on the items)

*For more accurate delivery lead time on out of stock and pre-order items, kindly email us at hello@rugsea.com

  

What are pre-order items & made to order items?

*All our rugs are made to order.

Each product is made especially for you—to your specifications—and will undergo rigorous quality control checks throughout the production and delivery process.

Our process is comprehensive and complex, which means lead-times can differ depending on the product. We want to ensure that you are pleased with your order, so we take care to deliver the highest-quality products for our customers.

Note: We reserves the right to change the prices of the products at any given time without further notice.

 

What happens if an order is delayed?

Unlike the traditional rug industry norm, we require our factories to conduct quality checks on every single product. If your order fails to pass our stringent quality control protocol, we will immediately begin manufacturing a replacement product at no cost to you. We're also happy to give you a complimentary free gift to use on a future purchase because we appreciate your company.