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Shipping & Returns

Order Confirmation

As soon as you place an order, you will receive an order confirmation by email. This means that we have received your order in our system and pre-authorized your credit card for the purchase. Our orders are processed very quick, usually the same day. If stock is not available or back-ordered, we will advise you by email and void the pre-authorization. If stock is available for shipment within one week, we will process the charge and submit the order for shipment.

Shipping

Once order has been shipped from the warehouse, we will send you the tracking number within 24 hours of shipment to the email address you provided during checkout on our site.

We offer free door-to-door delivery to almost anywhere in Canada/US (We may not be able to ship to remote locations with postal codes that are difficult to serve). You will be advised of the shipping cost before your order is shipped.

Orders usually arrive between 5-10 business days. Note that this could vary depending on the manufacturer. 

Damages

Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right.

If you notify us and send us photos that the merchandise has been damaged in shipment or was made incorrectly within 10 days of the date that the merchandise is delivered to you, knottyrugs.ca will have the damaged merchandise replaced at no cost to you. All damaged shipments must be signed for as damaged or no refund will be made.

Exceptions / non-returnable items

Certain types of items cannot be returned, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.

Returns

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return for an in-store credit. The return shipping costs to our address in Canada will be your responsibility.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. 

To start a return, please contact us at info@knottyrugs.com. If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

We will notify you once we have received and inspected your return, and let you know if the refund was approved or not. If approved, you will be automatically refunded with an in-store credit that can be used to purchase another item. Please remember it can take some time for your bank or credit card company to process and post the refund.

A returned rug may be refused if soiled, stained, or damaged.