FAQs

If no one was home at the time of delivery, the carrier will leave the package in a safe location.

Be sure to check around your home and with neighbors/building management who may have collected the package for you.

Also, please double-check the shipping address of your order (in the order confirmation email) to ensure it’s headed to the right location.

On some occasions, packages may be marked as delivered but take additional time to arrive.

If you still are unable to locate the package, please reach out to our customer service

If you need additional assistance, please email our team or call us at 973-860-0520

We offer fast and free shipping for orders over $99 within the contiguous United States (does not include Hawaii, Alaska, or US territories).

For US orders in the contiguous U.S. under $99, as well as shipments to Alaska, Hawaii, and Canada, shipping costs are calculated at checkout based on your location.

Orders shipped outside the United States are subject to taxes and duties that are paid for by the customer.

 At this time, we’re unable to ship to other international territories.

Lost packages

At Well Woven, we strive to ensure every order reaches you in perfect condition. In the event that your order is lost during transit, please reach out to our customer support team at [email protected] 973-860-0520 with your order number and any relevant details.

We will contact the carrier to request retrieval of the package. Once the carrier confirms that the package is lost, we will proceed with a replacement for your order.

Please note that the carrier’s retrieval process may take a few days to complete, and updates may not be immediate. We appreciate your patience while we work to resolve this matter.

Damaged packages

We understand the disappointment of receiving a damaged package. In such instances, please report to our customer support team at [email protected] 973-860-0520, of receiving the order and include photos of the damaged items or package.

We will review the provided documentation and, if necessary, arrange for a replacement or issue a refund.

If you wish to cancel your order, please contact our customer service team as soon as possible. Once an order has been placed, there is only a short window in which we can accommodate changes, including cancellation requests. Orders can only be canceled before they have been dispatched. If your order has already shipped, please refer to our Return Policy for further instructions.

Please note that regular rugs are pre-made and typically ship the same day if the order is placed in the morning, unless an unforeseen issue occurs.

Once an order has been placed, we may be able to accommodate changes depending on when your request is made. For regular rugs, please note that they are pre-made and typically ship the same day if the order is placed in the morning, unless an unforeseen issue occurs.

If you wish to make any modifications—such as updating your shipping address or contact information—please contact our customer service team as soon as possible. A phone call is preferred for faster assistance, and we’ll do our best to make the necessary adjustments before your order ships.

We’re so sorry to hear your item(s) arrived damaged.
Sometimes things can get a little rough during shipping, but don’t worry — we’re here to help make it right.

Please send us a quick email with a photo of the damaged item so we can look into it right away. While we can’t always promise an exact replacement if the item is out of stock, we’ll do our best to find the best possible solution for you.

Thanks so much for your understanding and patience!

Thank you so much for reaching out and letting us know about your order — we really appreciate it. We’re already on it! Could you please send us a clear photo of the item you received? Once we have that, our rug inspection team will review it carefully and confirm what’s next.

If the claim is approved, we’ll send you quick and easy return instructions. Just a heads up — the rug will need to be unused, packed in its original packaging, and ready for safe travel back to us.

We take every report seriously and want to make sure every order is exactly right — both for you and for our team. Thanks for helping us keep things fair and running smoothly.

We may be able to assist with expedited shipping upon request; however, it is not generally available as a standard option on our store. Shipping costs vary depending on several factors, including the weight and size of the package and the type of expedited service you wish to use. 

Please note that delivery times may be affected by holidays, carrier delays, or high shipping volumes during peak seasons. To explore available options or request expedited shipping, please contact our customer service team for assistance.

Delivery times may vary depending on your location; however, standard shipping typically takes 3–5 business days. All orders are shipped from our warehouse in Easton, PA, which may affect delivery times based on your distance from our facility.

We follow our carriers’ standard shipping process, which includes order processing, transit, and final delivery. Once your order has shipped, you will receive a tracking number to monitor its progress until it arrives at your address.

Shipping is free on all contiguous U.S. orders of $99 or more.
For US orders in the contiguous U.S. under $99, as well as shipments to Alaska, Hawaii, and Canada, shipping costs are calculated at checkout based on your location.
 At this time, we’re unable to ship to other international territories.

[No international shipping]

Our standard shipping time within contiguous U.S. is 2-5 business days depending on your location.

Shipping is free on all contiguous U.S. orders of $99 or more.
For US orders in the contiguous U.S. under $99, as well as shipments to Alaska, Hawaii, and Canada, shipping costs are calculated at checkout based on your location.

Currently, we do not offer international shipping, but we are working to provide this service in the future.

For additional questions about our shipping policy, please contact us at 973-860-0520

[International shipping included]

For shipments to Alaska, Hawaii, and Canada, shipping costs are calculated at checkout based on your location.
At this time, we’re unable to ship to other international territories.

For additional questions about our shipping policy, please contact us at 973-860-0520

Once your order has been placed and processed, you will receive a confirmation email containing your order details and a unique order number, which you can reference for any inquiries regarding your purchase.

When your order ships, you will receive a shipping confirmation email that includes your tracking number and a direct link to our tracking page. Simply click the tracking link or enter your tracking number on the carrier's tracking page to monitor your shipment’s progress.

Please note that tracking information may not be immediately available after your order has been shipped. It can take up to 24 hours for tracking updates to appear. If no updates are visible right away, please check back later or contact our customer service team for assistance.