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FAQ

 

                                                                             

We believe that every living soul, big or small has its perfect Rooga match! Here are some answers to frequently asked questions so you can know what to expect when ordering from us:

 

Shipping and Delivery

What are the shipping costs?

Free Shipping worldwide for orders over 100$ .

Do you ship overseas?

Rooga rugs ships worldwide. Most of our orders come from outside Israel. We love our international customers and want to continue spreading the Rooga love throughout the world!

How long will it take to get my order?

It depends on where you are.

Please allow 14-18 business days to ship after your order is confirmed. Delivery can take from 2 to 14 days once it has been shipped.

Delivery details will be provided in your confirmation email.

Depending on the amount of orders + your location, it can take more then 2-3 business days to ship your order.

* Estimated shipping time does not take include customs, domestic holidays, strikes - anything that is beyond our control.

 

Where Do You Ship From?

We design and produce in Israel* and this is where we ship our Rooga rugs from.

 

How long will it take to process my order?

All items are shipped in 1 week from our studio in Israel. If you need your order asap, let us know and we will do our best to speed it up.

 

Do You Offer Express shipping?

If you'd like your order to arrive faster than that, you can choose express shipping ($15-60) from the shipping options, and your order will arrive in 4-6 days.

Can't find the express shipping option? Contact us here.

 

Who Pays The Customs and Duties?

The shipping charge you pay at checkout only covers the fees necessary to get your Rooga rug delivered. However, it doesn't cover import fees charged by your country.

Buyers are responsible for any customs and import taxes that may apply.

 

Can I Track My Package?

We always supply a tracking number.

 

What if I don't like what I received?

 Our mission at Rooga is to surprise and delight you with our natural cork rugs.

If for any reason you are not entirely happy with it or you have simply changed your mind:

  • Contact us within 7 days of delivery.
  • Ship back unused/ unopened items with all original packaging for an exchange or refund.

Please note:

  • We will not cover the shipping cost back. If the item is not returned in its original condition, the buyer is responsible for any loss in value.
  • Your refund will be issued once we receive your purchase and find it in saleable condition.
  • We cannot offer refunds after this date.

 

Help - there is a Problem with my purchase

If there's a quality issue with your Rooga rug:

Let us know, send us a photo and a description of your problem and we will issue a refund.

Because of the nature of these items, unless they arrive damaged or defective, we can't accept returns for customized or personalized orders.

 

Can I only pay with PayPal?

While we do take payments via PayPal, you do not need a registered PayPal account to purchase. 

You can choose to pay using any major credit card or your PayPal account.

 

Is Your Website Secure?

All transactions are protected by powerful SSL encryption software and PCI compliant transaction processors. We use Shopify as a platform for our site.

 

Can't Find An Answer To Your Question?

If you have any other questions leave us a line and we'll get back to you as soon we can!

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