Shipping & Returns Policy

1. Shipping Information

We strive to deliver your products as quickly and safely as possible.

• Processing Time: All orders are processed within 2-4 business days. Orders are not shipped or delivered on weekends or holidays.

• Shipping Method: We use reliable international carriers to ensure your rug reaches you in perfect condition.

• Shipping Duration: Estimated delivery time is 7-15 business days depending on your location.

• Tracking: Once your order is shipped, you will receive a confirmation email with a tracking number to monitor your package's journey.

• Note on Packaging: To optimize shipping and reduce costs for our customers, rugs are folded for transport. You may notice temporary crease marks upon arrival. This is normal and the rug will flatten out after being laid flat for a few days.

2. Returns & Exchange Policy

Your satisfaction is our priority. If you are not completely happy with your purchase, we are here to help.

Eligibility for Returns:

• Items must be returned within 30 days from the date of delivery.

• The rug must be unused, in the same condition that you received it, and in its original packaging.

• Please provide the receipt or proof of purchase.

Non-Returnable Items:

• Items on clearance or marked as "Final Sale".

• Custom-sized rugs or personalized designs (unless there is a manufacturing defect).

Return Process:

1. Contact our support team at contact@suupiarugs.com with your order number and photos of the item.

2. Once your return is approved, we will provide you with the return shipping address.

3. Return Shipping Costs: Customers are responsible for paying their own shipping costs for returning items (unless the product arrived damaged or incorrect).

3. Refunds

• Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund.

• If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within 5-10 business days.

4. Damaged or Incorrect Items

If you receive a damaged product or the wrong design/size:

• Please contact us within 48 hours of delivery.

• Include clear photos of the damage or the incorrect item.

• We will send a replacement or issue a full refund at no additional cost to you.

5. Color & Size Disclaimer

• Color: As a result of production batches and lighting during photography, actual colors may vary slightly from the images shown on your screen.

• Size: Please allow a 1-3 cm dimension error due to manual measurement. These minor variations are not considered manufacturing defects.

Product Care & Maintenance

To ensure your rug stays vibrant, soft, and durable for years to come, please follow these care instructions:

1. Handling Creases (Removing Fold Marks)

Because our rugs are folded for shipping efficiency, you may see temporary creases upon arrival.

• Lay it Flat: Simply lay the rug flat on the floor. Most creases will disappear naturally within 3-7 days.

• Reverse Rolling: Roll the rug in the opposite direction of the crease and let it sit for a few hours.

• Warm Iron (Optional): If creases persist, you can use a garment steamer or a cool iron on the back side (non-woven side) of the rug. Always use a damp cloth between the iron and the rug to protect the fibers.

2. Daily Cleaning

• Vacuuming: Vacuum regularly without a beater bar (or on the highest floor setting) to remove surface dust and debris.

• Shake it Out: For smaller sizes, taking the rug outside and giving it a good shake is an effective way to remove trapped dust.

3. Deep Cleaning & Stains

• Spot Cleaning: For spills, blot (do not rub) immediately with a clean, dry cloth. Use a mild detergent or a dedicated carpet cleaner if necessary.

• Machine Washable: This rug is machine washable. Use a gentle cycle with cold water and a mild detergent.

• Do Not Bleach: Never use bleach or harsh chemicals, as they will damage the advanced dyeing technology and fade the colors.

4. Drying

• Air Dry Only: Always hang your rug to air dry in a well-ventilated area.

• Avoid Direct Sunlight: Excessive exposure to direct sunlight may cause colors to fade over time.

• No Dryer: Do not put the rug in a drying machine, as high heat can damage the anti-skid dotted backing and shrink the fabric.

5. Maintenance Tips

• Rotate the Rug: To ensure even wear, rotate your rug 180 degrees every 3-6 months, especially in high-traffic areas.

• Keep Dry: While the rug has good water absorption, ensure the floor underneath is dry before placing the rug to maintain the effectiveness of the anti-skid backing.