Question 1

How is my rug shipped?

Accepted Answer

We ship with FedEx, so every order travels with a tracking number you can follow from dispatch to your door.

Question 2

Is shipping included in the price?

Accepted Answer

No. Shipping is calculated separately from the price shown on the product page, and the exact amount is confirmed before any payment is taken — rugs vary a great deal in size and weight, so a single flat rate would be misleading.

Question 3

How do I pay?

Accepted Answer

Checkout is handled by Stripe, which processes the payment on its own secure pages. Your card details are entered on Stripe's system and are never stored on this site.

Question 4

Do I need an account to order?

Accepted Answer

No. You can order as a guest. Your confirmation email is your receipt, and it carries the order reference you'll need for any follow-up.

Question 5

Will my rug look exactly like the photograph?

Accepted Answer

Close, but not identical. These are woven textiles, not printed goods — colour reads differently under different light and on different screens, and small irregularities in the linework are characteristic of the weave. If precise colour matters to you, ask us for extra photographs before you buy.

Question 6

How do I choose the right size?

Accepted Answer

Measure the floor area you want the rug to cover and mark it out with tape before ordering — it is the quickest way to judge scale. Every rug lists its dimensions in both feet and centimetres, and we're happy to talk through a room if you send us the measurements.

Question 7

How should I care for a wool rug?

Accepted Answer

Vacuum with suction only rather than a rotating beater bar, rotate the rug every few months so it wears evenly, blot spills immediately with a dry white cloth, and keep it out of prolonged direct sunlight. Our Rug Care page covers this in more detail.

Question 8

What is the banding I can see across the rug?

Accepted Answer

That is abrash — a gentle horizontal variation in colour caused by different dye batches of yarn being used as the weaving progresses. It is a normal feature of the tradition rather than a flaw, and many people consider it part of the appeal.

Question 9

Can I ask a question about a specific rug?

Accepted Answer

Yes, and we'd encourage it. Email contact@tyigo.com or call +1 (814) 953-6134 and we'll send you additional photographs, measurements or detail shots of any piece.

Question 10

Can I return a rug?

Accepted Answer

Yes. You have 30 days from delivery to return a rug for any reason, provided it is unused, in the condition it reached you, and with any original packaging and tags. Email contact@tyigo.com to start a return and we'll send you the instructions and the address — please wait for those before sending anything back.

Question 11

Who pays for return shipping?

Accepted Answer

Return shipping is paid by the customer, and there is none restocking fee. If the rug arrived damaged, wasn't as described, or was sent in error, we cover the return cost in full.

Question 12

How long does a refund take?

Accepted Answer

Once the returned rug reaches us and has been checked, refunds are processed within 5–10 business days, back to the card you paid with. How quickly it then shows on your statement is down to your bank.

Question 13

How long does delivery take?

Accepted Answer

We prepare and dispatch orders within 1–3 business days of the shipping cost being agreed. FedEx transit is then typically 2–5 business days domestically and 5–12 business days internationally. Those are carrier estimates rather than guarantees — customs, weather and holidays can add time.

Question 14

Do you ship internationally?

Accepted Answer

Yes. The countries we can accept an order from are listed at checkout when you enter your delivery address. If yours isn't there, write to us — we can often arrange it manually.

Question 15

Who pays customs duties and import taxes?

Accepted Answer

On international orders these are charged by the destination country, not by us, and are paid by the customer, on or before delivery. We can't predict the amount, and it is included in neither the rug price nor the shipping quote. We declare the true value of goods on every customs form.

Question 16

Can I change or cancel my order?

Accepted Answer

Yes, free of charge within 24 hours of placing it, as long as it hasn't been dispatched. Email contact@tyigo.com or call +1 (814) 953-6134 with your order reference and we'll amend or cancel it. After that window it has to be handled as a return instead.

Question 17

Do you offer a certificate of origin or authenticity?

Accepted Answer

No, and we would be cautious of anyone who does. There is no recognised certifying body for these rugs, so a certificate is only ever worth the word of whoever printed it. What we give you instead is photographs of the actual piece, the measurements we took ourselves, and a plain statement of what we have and haven't been able to verify.

Frequently asked questions

About the rugs

Ordering & payment

Shipping & delivery

Returns

Care & maintenance

Still wondering something?