Shipping Information
Order Processing Times
Our mats are made to order on a first come first served basis.
We aim to make the majority of our mats within 14 to 21 business days. Mats with embroidery, our Checked Out and Coffee sack mats, orders with custom options such as customer supplied artwork to be embroidered or bespoke mats made from customer supplied templates, please allow 28 business days.
Priority Orders - if you choose this option at check out we will prioritise your order and aim to make and deliver your mats within 3 business days from receipt of your order. This option is only available for UK customers and where our stock levels are available. We will contact you if Priority Ordering is not available on your chosen mats.
Our business days are Monday to Friday. Orders received after 3pm will begin processing the next business day.
Shipping
Once mats are made they are sent using various couriers with a 48 hour delivery service, or Royal Mail 1st and 2nd Class post. You will receive a confirmation email when your order has been dispatched.
Not all delivery methods use tracking numbers but if the delivery method does have a tracking number it will be included in the confirmation email.
For the UK mainland you should receive your order 2 to 3 days after dispatch. For delivery to Europe please allow 5 business days for delivery. For orders outside of the UK and Europe please allow 14 business days. Any delays are out of our control once orders have passed to the courier.
Shipping Rates
Due to cost and processing times we do not offer 24 hour shipping. Our rates are determined by the courier service, we do not make any profit from shipping costs.
UK mainland shipping costs are:
For items under 75 grams - £2.00
For Items between 75 grams & 2.9kg - £4.00
For items between 3kg & 30kg - £8.00
For Items over 30kg - £30
Priority Orders - £20
International shipping costs are:
Europe - £18
Worldwide - £40
Orders outside of the UK may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. Rugs for Bugs is not responsible for these charges if they are applied and are your responsibility as the customer.
How do I check the status of my order?
You will receive an email notification from us when your order has been shipped. Not all delivery methods use tracking numbers but if the delivery method does have a tracking number it will be included in the confirmation email.
Please be aware of the processing and shipping times described above before contacting us. If you haven’t received your order within the times described, please contact us at sales@rugsforbugs.co.uk with your name and order number, and we will look into it for you.
Refunds, returns, and exchanges
We accept returns up to 30 days after delivery. The item must unused and in its original condition. We are not able to offer refunds or exchanges on mats with customer supplied artwork or mats made from customer supplied templates.
In the event that your order arrives damaged in any way, please email us as soon as possible at sales@rugsforbugs.co.uk with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.
For more information please see our full Refund Policy.
If in any doubt about any of the above information please don't hesitate to contact us at sales@rugsforbugs.co.uk.