FAQs

General

I'm a streamer, can you make my emote into a rug?

Of course! Contact us to begin the process, and we'll send you a mockup and quote, and work with you to ensure the design is exactly what you're after.

I need to cancel or change my order!

Please email us immediately with the subject line CHANGE or CANCEL and we will do our absolute best to carry out your request. If it has already been dispatched from our fulfilment partner you will need to go through our returns process.

 

 

As we do our best to get your orders out to you as soon as we can, occasionally an order will be processed before the team has a chance to change it. We cannot guarantee a change of order after the it is placed so please select your items carefully.

Shipping and Delivery

How do I track my order?

Once your order has been shipped, you will receive a tracking number in your email. You may also visit our website at any time and click on our Order Status page to find the real-time update of your shipment.

 

 

 

 

If you did not receive the order tracking number or did not find any updates under our Order Status page after 10 business days, please contact us immediately and we will do all we can to investigate.

Do you ship internationally?

Yes we do! All of our rugs will ship internationally. 

Are there any customs/import fees?

International orders may be subject to customs duties and fees as determined by the destination country. The buyer is the importer and therefore must comply with the rules and regulations of their destination country.

 

 

 

 

Additional charges for customs are the responsibility of the buyer, we have no control over these charges and can't predict what they might be as customs policies can vary widely from country to country. Unfortunately, customs clearance procedures can cause delays that are beyond our control. Your local customs provider will contact you directly, should your order require clearance.

Returns and Exchanges

Do you have a returns policy?

We offer returns and refunds for faulty products only. We will make every effort to resolve the issue and may fix, replace, refund, or partially refund the product. The final resolution for faulty products, including refunds for the cost of the product and/or shipping, is decided on a case by case basis depending on the source of the fault, and is at the sole discretion of Emote Rugs.