FAQ

At Jinchan Rugs, shipping is always FREE to United States (Excluded Hawaii Alaska)!   

No. The product prices already include sales tax and shipping fee. All customers do not need to pay extra when placing an order.

We accept all major credit cards as well as Paypal (US customers only), and Oceanpayment  (US customers only).

After the order has been paid, the warehouse needs 1-3 days to process your order.

You will receive a email notification once your order has been shipped.

In most cases, the package will be delivered in 3-7 bussiness days after shipping.

However, the actual delivery date may be affected by flight arrangements, weather conditions and other external factors.

Please refer to the tracking information for the most accurate delivery date.

1. Please log into "My Account", Click on "My Orders".

2. In "My Orders", you will be able to get an overview of your order history and their status.Click "View Details" for more.

3. If your order is "Shipped", select "Track" to check the current status of your package.

4. You will then be taken to an overview of your recent shipping history of your package.

First, check your surroundings and with your household members, neighbors, or your building manager if they have received your package on your behalf. For example, packages may be delivered to the back door, yard, etc.  

If you still aren’t able to locate your package, contact your local post office by phone and providing them with your order tracking number. 

Here are the site where you can find the phone number of the nearest post office by zip code or address：

USPS : https://tools.usps.com/find-location.htm 

UPS : https://www.ups.com/dropoff?loc=en_US 

Need more assistance? Reach out to us, and we’ll be happy to assist you.

If your item arrives damaged or appears to have a defect, you must contact customer service within 7 DAYS OF DELIVERY.

Pease provide us with the following information and that will help us efficiently review your claim:

 1. Include your order number.

 2. Briefly describe the issue.

 3. Photos are required to best accommodate you. Include photos that show any issue with the rug, including the packaging and the label on the back of the rug. Close-ups and pulled back images are also helpful.

 4. Let us know if you would like to receive a replacement of the same item, or if you prefer a refund without a replacement.

 Note that if approved, you will receive a refund either way; the replacement order will be charged as a separate transaction at the time of shipment.

Once we receive this information and photos, we will get back to you as quickly as possible. In the meantime, prepare the item(s) for shipping. Rugs must be completely covered in plastic to ship appropriately.

If your purchase is not the perfect match for your space, you can return the item within 30 days of delivery.

In order to complete a return, you will be asked to take your item to the shipping carrier of your choice, where you will be responsible for return shipping costs.The item must be in its original condition and packaging to be accepted.

Refunds will be processed within 3-7 days after we receive your package. The refund will be issued to your original payment account, as per your request.

Note on color :

The digital images we display have the most accurate color possible. However, due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen. Please be advised that in some cases patterns and colors may vary according to size.

Note on size :

Some rugs may vary in size plus or minus 3 inches from the stated dimensions. This is not a manufacturer defect but considered normal characteristics. Due to the rug washing process, shrinkage can be unpredictable.