Shipping policy
Authenticity Home – Shipping Policy
Last updated: December 6, 2025
At Authenticity Home, every rug and home piece is handled with exceptional care from the moment it leaves our hands to the moment it arrives in yours. Our Shipping Policy is designed to ensure a seamless, reliable, and elevated delivery experience worthy of the craftsmanship we provide.
1. Shipping Overview
Authenticity Home ships domestically within the United States and internationally to select regions. All orders are processed with meticulous attention and delivered through trusted carrier partners who meet our standards of quality and professionalism. Shipping times and carrier services vary depending on product type, custom fabrication, and destination. You will receive tracking information as soon as your order has shipped.
2. Processing Times
In-Stock Rugs & Home Goods: Orders of in-stock, non-custom items typically ship within 3–5 business days.
Custom Rugs, Program Rugs & Fabricated Orders: Custom and made-to-order rugs require additional time for production, finishing, quality review, and preparation. Lead times vary and are communicated at checkout or through your sales consultant. Custom and program rugs begin production immediately and cannot be expedited, altered, or canceled once confirmed.
3. Delivery Windows
Delivery estimates provided at checkout or by customer service are approximate. Because our items often travel through multiple steps—fabrication, inspection, packaging, and carrier transit—delivery dates cannot be guaranteed. External factors such as weather, customs processing, supply chain conditions, and regional carrier volume may extend transit times. These delays do not constitute grounds for cancellation on custom, program, or international orders.
4. Shipping Rates
Shipping rates are calculated based on weight, dimensions, product category, destination, carrier surcharges, and international duties or taxes (where applicable). Some larger rugs or oversize items may require specialized freight services. When this occurs, a member of our Client Care team will contact you with delivery details.
5. Signature Requirements
To protect your investment, certain shipments—especially custom rugs, program rugs, or high-value orders—may require a signature upon delivery. This will be noted on your tracking page when applicable. If a delivery attempt is missed, the carrier will follow their standard protocol for redelivery or pickup.
6. International Shipping
We ship select rugs internationally. All international shipments follow regulated customs processes.
Important: International rugs are FINAL SALE. Duties, taxes, and import fees are the responsibility of the recipient. Customs processing may extend delivery timelines. If the item arrives damaged or incorrect, you must notify us within 48 hours of delivery with photos and details.
7. Order Tracking
Once your order has shipped, you will receive an email containing your tracking number. Tracking updates may take up to 24–48 hours to reflect carrier movement. If your tracking shows no movement after several days, please contact us for assistance.
8. Failed Deliveries & Returned Shipments
If a shipment is returned to us due to an incorrect address, refusal of delivery, failure to retrieve from a pickup location, or multiple failed delivery attempts, the customer is responsible for all return shipping fees, re-shipment charges, and any additional handling costs incurred. Custom and international rugs cannot be refunded or canceled due to failed delivery.
9. Damages & Delivery Inspection
Upon arrival, please inspect your rug immediately. If you receive an item that is damaged, defective, or incorrect, you must notify us within 48 hours of delivery with clear photos of the rug, the issue, and all packaging (including labels). This allows us to file claims on your behalf and provide timely solutions.
10. Missing, Lost, or Stolen Packages
If tracking shows your package as delivered but you cannot locate it:
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Check surrounding areas and entrances
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Ask neighbors, building management, or security
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Allow 24 hours for possible carrier scanning delays
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Contact us so we may open a carrier investigation
Carriers are the final authority on lost or stolen package claims, but we will support you throughout the process.
11. Contact Us
For any questions regarding shipping, please reach out to our Client Care Team:
care@authenticity.shop
