FAQS

FAQS
  • BEFORE ORDERING -  turnaround time is 7-14 BUSINESS DAYS for 1 rug. turnaround time starts the day of your first update unless advised otherwise. 
  • Shipping is facilitated through USPS OR UPS GROUND and normally takes 3-7 business days.
  • ORDER UPDATES - you will only receive 3 updates throughout the process of your order. this will be when your order is started, once it is drying, and the final product. please note, to ensure seamless communication, we DO POST video updates throughout the production process as content. Clients also receive an edited video at the end of their process.  
  • PLEASE ALLOW UP TO 48 HOURS FOR RESPONSE TIME DUE TO HIGH TRAFFIC .    

PLEASE READ BEFORE ORDERING 

  1. IF YOUR CARD DOES NOT WORK THE FIRST TIME, PLEASE DOUBLE CHECK ALL INFORMATION PROVIDED. if card still does not work, please select one of the other payment methods provided. DO NOT USE THIRD PARTY TO PURCHASE  
  2. ALL INFORMATION PROVIDED IN INTITAL CONVERSATION. ONCE INVOICE IS SENT, YOU CANNOT CHANGE ANY DETAILS ON YOUR ORDER. PLEASE OVERLOOK YOUR INVOICE BEFORE CONFIRMIMNG. 
  3. NO CUSTOMIZING LISTED ITEMS ! THIS INCLUDES NAMEPLATES, CHILDRENS RUGS, LOGO RUGS. THESE ARE LISTED AT A SET PRICE . CUSTOMS WILL BE CHARGED AS SUCH  
  4. AN IRREGULAR SHAPED RUG IS COUNTED AS A "CUSTOM" INQUIRY AND PRICE STARTS AT $150 FOR SUCH 
  5. SHIPPING IS FREE FOR ORDERS $350 AND UP 
  6. FACE PORTRAITS ARE THE ONLY ITEM THAT REQUIRES A 50% NON-REFUNDABLE DEPOSIT UPFRONT . PLEASE PROVIDE THE CLEAREST QUALITY PICTURE AVAILABLE. 
  7. WHEN BOOKING, PLEASE KEEP IN MIND THAT THERE IS A HIGH TRAFFIC VOLUME HERE AT TOUGH TUFTING. IF FOR ANY REASON YOU ARE UNSATISFIED WITH YOUR ... YOU MAY KEEP THE ORIGINAL PRODUCT MADE (OPTIONAL) AND RECIEVE A CREDITED AMOUNT TOWARDS A REPLACEMENT RUG OF THE SAME SIZ EORDERED. THERE ARE NO REFUNS ON CUSTOM RUGS!