Shipping policy

Effective Date: October 28, 2026

1. Delivery Area

We ship to the 48 contiguous United States and Washington, D.C. We do not currently ship to Alaska, Hawaii, U.S. territories, APO/FPO addresses, or international destinations.

Delivery availability for your address is confirmed at checkout.

2. How Orders Are Fulfilled

Orders are shipped from inventory held in the United States through third-party fulfillment services, including Amazon fulfillment centers. The fulfillment location depends on product availability.

Items in the same order may ship from different locations, in separate packages, and arrive at different times.

Your purchase is from HEBE RUGS. Please contact our customer support team for assistance with your order.

3. Standard Shipping & Delivery Time

Standard delivery is estimated at 2–7 business days from order confirmation, including order processing and transit.

The total estimate already includes processing and transit. Business days are Monday through Friday, excluding U.S. public holidays.

This estimate applies to in-stock orders. Orders requiring payment or other verification may need additional processing time, as explained below. Delivery times may vary by destination and carrier.

4. Shipping Methods & Costs

Standard shipping is free within our delivery area. Any optional service fees, if applicable, will be displayed at checkout before you place your order.

Expedited and Express shipping are not currently available. Selecting Priority Order Processing does not purchase expedited carrier transit.

5. Tracking & Delivery Updates

After dispatch, available tracking information can be found in your shipping confirmation or order-status page. Tracking updates may take time to appear after a label is created or a package is handed to the carrier.

If tracking appears incorrect or stops updating, please contact support@heberug.com with your order number.

6. Product Availability & Special Orders

The standard 2–7 business day estimate applies to in-stock products. Any different production or processing timeframe for a special-order or made-to-order product must be clearly disclosed before purchase.

If an availability issue affects an order already placed, we will contact you with an update and the available options.

7. Delivery Estimates & Delays

Delivery dates and timeframes are estimates and are not guaranteed arrival dates. Delays may occur because of:

• Carrier disruptions
• Weather conditions
• Peak-season demand or public holidays
• Inventory or logistics disruptions
• Required order verification

If we cannot ship within the stated processing timeframe, we will notify you of the delay and provide the option to agree to a revised shipping date or cancel unshipped merchandise for a refund, as required by applicable law.

For an order already in transit, please contact us so we can review the tracking information and assist with the carrier.

8. Shipping Carriers

Orders may be delivered by USPS, UPS, FedEx, or delivery partners used by our fulfillment providers. The carrier is selected according to the product, fulfillment location, and delivery address.

9. Special Delivery Arrangements

If a product requires special handling, an appointment, a signature, or a different delivery timeframe, the applicable arrangements and any additional charges will be disclosed before purchase.

10. Shipping Address Responsibility

Customers are responsible for providing an accurate and complete shipping address at checkout.

If you notice an address error, contact us immediately. Address changes may not be possible after warehouse processing or fulfillment begins. An incorrect or incomplete address may delay delivery or cause a package to be returned.

11. Risk of Loss

Responsibility for a shipment that is lost or damaged will be assessed according to the circumstances, available delivery information, and applicable law.

Nothing in this Shipping Policy excludes or limits consumer rights that cannot legally be excluded or limited.

12. Lost, Stolen, or Missing Packages

If tracking shows delivery but you cannot locate the package, please check the delivery area, household members, and any safe location used by the carrier.

Contact support@heberug.com with your order number and tracking details. We will review the available information and assist with a carrier investigation where appropriate. You may also contact the carrier directly.

The appropriate resolution will depend on the investigation and applicable law.

13. Damaged Packages

If your order arrives damaged, defective, or incorrect, please contact us as soon as reasonably possible. Visible shipping damage should preferably be reported within 48 hours of delivery so that we can investigate promptly.

Please provide your order number and available photos or video of the product, packaging, shipping label, and affected area. This reporting request does not limit rights available under applicable law.

Approved claims will be handled according to our Return & Refund Policy and applicable law, which may include a replacement, refund, or another appropriate resolution.

14. Undeliverable Packages

Packages returned because of an incorrect address, refusal, or unsuccessful delivery attempts may incur return shipping or reshipment costs where permitted by applicable law.

We will explain any applicable costs before arranging reshipment. Returns and refunds remain subject to our Return & Refund Policy and applicable law.

15. Order Changes & Cancellation

Orders may only be modified or canceled before they enter processing or fulfillment. Once an order has entered warehouse processing or fulfillment, we cannot guarantee that changes or cancellations can be made, even if the carrier has not yet picked up the package or tracking information has not yet been updated.

If an order can no longer be canceled, the customer may request a return after delivery in accordance with our Return & Refund Policy. Return shipping costs and other applicable return conditions will be handled under that policy.

This section does not limit cancellation or refund rights required by applicable law, including rights relating to a shipment delay.

16. Order Verification & Fraud Prevention

To protect customers and HEBE RUGS from unauthorized transactions and payment fraud, certain orders may require additional verification before fulfillment.

We may temporarily hold an order while verifying payment, billing, shipping, or other order information. We may contact the customer for information reasonably necessary to verify the transaction.

Orders under review will not be released for fulfillment until verification is complete. If verification affects the estimated timeframe, we will provide an update and any cancellation or refund options required by applicable law.

If we cannot verify a transaction or reasonably believe it involves unauthorized payment or fraud, we may cancel the unfulfilled order and refund the amount paid for the canceled merchandise, in accordance with applicable law.

17. Priority Order Processing

When offered and selected, Priority Order Processing provides priority handling in the fulfillment queue. It applies to order processing and does not change carrier transit speeds or guarantee an earlier delivery date.

• Peak Season & Holidays: Processing may take longer during major sales events, holidays, or warehouse closures. Priority processing does not guarantee a specific dispatch date.
• Carrier Transit: This service does not purchase Express shipping or otherwise shorten the carrier's transit time.
• Service Fee: The Priority Order Processing fee is non-refundable once the order enters warehouse processing, except where otherwise required by applicable law.

18. Policy Updates

We may update this Shipping Policy from time to time. Updates will be posted on this page with a revised effective date.

19. Contact Information

For return instructions, please review our Return & Refund Policy and contact our support team to confirm the correct return address before sending merchandise. The business contact address is not a return address unless our support team specifically confirms it for your return.