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Managing Your Rug Order

At Tufthappy, we want your experience to be as smooth as your new rug. Whether you are ordering a one-of-a-kind piece for your home or placing a bulk order for your brand, we provide clear order management, flexible options, and dedicated support at every step.

  • Order Confirmation: Once your order is placed and payment is confirmed, you will receive an email with the details of your purchase.
  • Production Timeline: Each rug is handmade to order. Production times may vary depending on size and customization, but you will be informed of the estimated delivery date at checkout.
  • Order Changes & Cancellations: Orders can be modified or canceled within 24 hours of confirmation. After this period, production has already begun and changes cannot be guaranteed.
  • Returns & Refunds: Because our rugs are custom-made, returns are generally not accepted for personal preference or ordering errors. However, in compliance with PayPal, Klarna, and consumer protection requirements, we offer full refunds or free replacements if:The product has a verified manufacturing defect,The product was damaged in transit (with proof provided within 48 hours),Or if we made an error in fulfilling your order.
  • Customer Support: Our support team is available to answer your questions at contact.tufthappy@gmail.com.

We are committed to transparency, fairness, and delivering the highest quality rugs to our customers worldwide.

Designing Your One-of-a-Kind Rug

Creating your personalized rug should be as fun as the final result. Whether you already have a design in mind or need a little creative guidance, we make it easy to bring your vision to life. From sizing and shapes to colors and characters, every detail is up to you — and we’re here to help fine-tune it until it’s perfect.

Caring for Your Rug & Keeping It Beautiful

Tufthappy rugs are handmade with care and designed to last. With the right maintenance, your custom piece will remain vibrant and soft for years.

  • Regular Cleaning: Vacuum gently on a low setting to remove dust and debris. Avoid using high-powered settings that may damage fibers.
  • Spot Cleaning: For spills, blot immediately with a clean, dry cloth. Use mild soap and cold water for stains. Do not scrub harshly, as this may damage the tufting.
  • Protecting Colors: Keep your rug away from prolonged direct sunlight and excessive moisture to preserve the brightness of its colors.
  • Professional Care: For deep cleaning, we recommend using a professional rug cleaning service that specializes in handmade or tufted rugs.
  • General Advice: Normal wear and tear, improper cleaning methods, or damage caused by misuse are not covered by our replacement or refund policy. For more information, please refer to our Returns & Refunds Policy.

By following these simple tips, you can enjoy your Tufthappy rug as a unique and lasting addition to your space.

Secure Payments & Stress-Free Policies

At Tufthappy, we want your shopping experience to feel as good as your rug looks. That’s why we provide secure checkout, flexible payment options, and clear policies you can trust.

  • Secure Payments: All transactions are processed through trusted providers such as PayPal, Stripe, and Klarna. Your payment details are encrypted and never shared with third parties.
  • Flexible Options: Depending on your location, you can pay by credit/debit card, PayPal, or installment options such as Klarna (where available).
  • Easy Returns in Case of Issues: While our rugs are made to order and cannot generally be returned for a change of mind, we accept returns or refunds in the following cases:Verified manufacturing defect,Damage during shipping (with proof provided within 48 hours),Error on our part (wrong design, size, or order details).
    In these cases, you are entitled to a free replacement or a full refund.
  • Transparency & Trust: Our goal is to give you peace of mind at every step. You will always receive an order confirmation, estimated delivery times, and clear communication from our team.

With Tufthappy, you can order confidently, knowing your payment is secure and your satisfaction is our priority.

The Craft & Materials Behind Your Custom Rug

Every Tufthappy rug is carefully handmade from the ground up using premium, sustainable materials. From natural wool and organic cotton to vibrant, non-toxic dyes, we ensure your rug is not only beautiful but also built to last.

  • Premium Quality: Each rug is produced with durable fibers and high-grade backing to ensure long-lasting performance in everyday use.
  • Safe & Sustainable: We use non-toxic dyes and responsibly sourced materials, making our rugs safe for your home and family.
  • Handmade Character: Because each rug is crafted by hand, slight variations in color, texture, or finish may occur. These natural differences are part of the charm of a handcrafted product and do not represent defects.
  • Built to Last: With proper care, your Tufthappy rug will retain its vibrant look and soft feel for years. For care guidance, please refer to our Rug Care Policy.

How do I track my order?

As soon as your Tufthappy rug is shipped, you’ll receive an email with your tracking number and carrier details.
You can also check the status of your order at any time by logging into your Tufthappy account.

  • Shipping Confirmation: You’ll be notified by email when your order leaves our workshop.
  • Tracking Updates: Use the tracking link provided to follow your package in real time until delivery.
  • Delivery Support: If you do not receive your tracking email within the estimated timeframe, or if you experience any issues with delivery, please contact our support team at contact.tufthappy@gmail.com. We’ll be happy to help and investigate with the carrier.

We’re committed to transparent communication so you always know where your rug is and when to expect it.

What are the manufacturing and shipping times?

Every Tufthappy rug is handmade just for you.

  • Production: Most rugs take approximately 10–14 business days to produce, depending on the size and level of customization.
  • Shipping: Delivery typically requires an additional 7–10 business days, depending on your location and local carrier services.
  • Estimated Total Time: In most cases, orders are delivered within 3–4 weeks from the date of confirmation.

Please note that these timeframes are estimates. External factors such as customs clearance, carrier delays, or high seasonal demand may occasionally extend delivery times. Should this occur, our team will keep you informed and provide tracking updates until your order is delivered.

Do you ship internationally?

Yes — we ship worldwide! Whether you’re in the US, Europe, the Middle East, or beyond, we’ll deliver your rug straight to your doorstep.

  • Shipping Costs: International shipping fees are automatically calculated at checkout based on your location and order size.
  • Tracking: All orders include tracking details so you can follow your package from dispatch to delivery.
  • Delivery Times: Shipping times vary depending on your destination and local carrier services. Estimated delivery time will be provided at checkout.
  • Customs & Duties: For international orders outside the UAE or EU, additional customs duties, import taxes, or handling fees may apply. These charges are the responsibility of the customer and vary by country.

We work with trusted international carriers to ensure your order arrives safely and on time.

Can I upload my own design or artwork?

Yes! You can upload your own artwork, drawing, logo, or reference image during the customization process. Whether it’s a character, pet, or pattern — we’ll turn it into a tufted masterpiece.

What if I don’t have a design?

No worries! You can choose from our pre-made templates or get inspired by our past creations. We’re also happy to help refine your idea — just reach out to our design team for suggestions or mockups.

Can I choose the size and shape of my rug?

Yes, every rug is fully customizable in terms of size and shape. Whether you want a standard rectangle, a circle, or a freeform silhouette — we can make it happen.

How do I clean my TuftHappy rug?

For regular cleaning, gently vacuum your rug using a handheld or upholstery attachment — no rotating brushes needed. For spills or spots, blot (don’t rub!) with a damp cloth and mild soap. Avoid soaking the rug completely.

Can I use my rug in high-traffic areas?

Absolutely. Our rugs are handcrafted with durability in mind. If your rug will be in a high-traffic zone like a hallway or entryway, we recommend choosing a low-pile finish for easier maintenance and longer-lasting texture.

Will the colors fade over time?

Nope! We use high-quality, non-toxic dyes that are designed to stay vibrant. Just avoid prolonged direct sunlight to keep your rug looking bold and fresh for years.

What Payment Methods Do You Accept?

We offer a range of secure payment options to make checkout simple and flexible:

  • Credit & Debit Cards: All major cards (Visa, Mastercard, American Express).
  • Digital Wallets: PayPal, Apple Pay, and Google Pay.
  • Installments (Buy Now, Pay Later): Klarna is available for eligible customers in supported countries, allowing you to split your payment into installments.

All transactions are processed securely through trusted providers. Available payment methods may vary depending on your location and the options offered in your region.

Do You Offer Payment in Installments?

Yes! We offer the option to pay in 3 or 4 interest-free installments through Klarna (or other eligible providers, depending on your location).

  • Availability: Installment options appear automatically at checkout if they are supported in your country and by your payment method.
  • Interest-Free: You’ll never pay more than the original purchase price — no hidden fees or interest when you pay on time.
  • Eligibility: Approval for installment payments is handled directly by the payment provider (e.g., Klarna) during checkout.

This way, you can split your purchase into smaller payments while enjoying the same secure checkout experience.

Can I cancel or modify my order?

Because each Tufthappy rug is custom-made, cancellations or design changes must be requested within 24 hours of placing your order. During this time, you may cancel free of charge or adjust your design details.

After this 24-hour period, production will have started, and we can no longer guarantee modifications or cancellations.

Please note: In compliance with PayPal, Klarna, and consumer protection standards, if your rug shows a verified manufacturing defect, is damaged during shipping, or if we make an error in fulfilling your order, you will still be entitled to a full refund or free replacement.

What materials do you use?

We use 100% natural wool for softness and durability, backed with organic cotton for flexibility and breathability. Our colors are created using fade-resistant, non-toxic dyes that stay vibrant over time.

What is tufting and how is it done?

Tufting is the process of inserting yarn into a fabric base to create a rug design. At TuftHappy, all tufting is done by hand by our skilled artisans, giving each rug a custom, high-quality finish you won’t find in mass production.

Are your rugs safe and eco-friendly?

Yes! All our materials are non-toxic and safe for kids, pets, and sensitive spaces. We focus on quality and sustainability, so your rug looks good — and feels good to own.