FAQs


Shipping & Delivery

How long will it take to get my custom rug from the moment I order?

Orders are processed within 24 hours, and sent straight to our weavers who start making your custom piece right away. The whole process—from shearing, spinning, and dying the wool to weaving, washing, and transporting the rug—takes roughly 10 to 14 weeks. In the winter months, the drying process takes a bit longer, so please allow an additional 1-2 weeks for delivery.

How much does shipping cost?

For shipments to the USA and to Europe, it's on us! All of our prices include the cost of shipping.

For international orders, it depends on where you live. Shipping rates will populate during checkout.

 

Where do you ship?

We ship internationally! If you don't see your country, please e-mail us at info@atlasartrug.com and we will look into it. 

 

How do I know when my order has shipped?

As soon as your rug leaves Morocco, we'll send you a tracking number to follow its journey across the world.

 

Is there a way to get my rug sooner?

In a rush? Send us a note at info@atlasartrug.com and we'll do everything we can to accelerate the process, but remember weaving a Beni rug by hand takes time!  

 

What do I do if my rug is damaged during shipping?

We take every precaution to keep your rug safe in transit, but if something happens along the way, don't worry. Drop us a line via info@atlasartrug.com and we'll make it right. 

 

What are my delivery options?

All orders are shipped via FedEx International Air from Morocco. If for some reason FedEx doesn't deliver to your area, we'll use DHL.

 

How long does delivery take once my order has shipped?

All items are shipped by air from Morocco, so your order shouldn't take more than 3-5 business days between the time it takes off and when it arrives at your door.

 

Do you deliver on weekends?

Unfortunately, FedEx does not allow for weekend delivery.

 

Do I need to be there to sign for my deliver?

Someone will need to be present at the address to sign for the delivery of your new Moroccan rug. This is precious cargo!

 

Can I cancel my order?

After placing an order, you have until 7:00 PM ET the following day to cancel and receive a refund. Because every piece is made just for you, entirely by hand, orders cannot be canceled past this deadline.

 

INTERNATIONAL SHIPPING: How much will I have to pay in tax and Duties?

 

If you are shipping within the USA, local sales tax will be charged where applicable. It is your responsibility as the customer to report any purchases of tangible personal property that have not been taxed by BENI RUGS and pay use tax on those purchases unless exempt under local State law. As for Duties, they do not apply to for shipments to the USA.  

Outside the USA, ALL destinations are shipped to on a DDU (Delivery Duty Unpaid) basis, which means that all relevant import taxes and duties are not included in your final purchase price. You will instead be invoiced by our shipping partner, FedEx or DHL, and be liable for all charges applied to your order.

 

Order status & updates

How do I check the status of my order?

We'll send you an email each time your rug makes a move. If you're feeling a bit impatient, just drop us a note at info@atlasartrug.com and we'll be back to you with a status update within 2-3 days.

 

How do I know when my order has shipped?

As soon as your rug leaves Morocco, we'll send you a tracking number to follow its journey across the Atlantic.

 

How long will it take to get my custom rug?

Orders are processed within 24 hours, and sent straight to our weavers who start making your custom piece right away. The whole process—from shearing, spinning, and dying the wool to weaving, washing, and transporting the rug—takes roughly 4 to 10 weeks. In the winter months, the drying process takes a bit longer.

and we'll be back to you with a status update within 2-3 days.

  

How do I know when my order has shipped?

As soon as your rug leaves Morocco, we'll send you a tracking number to follow its journey across the Atlantic.

 

How long will it take to get my custom rug?

Orders are processed within 24 hours, and sent straight to our weavers who start making your custom piece right away. The whole process—from shearing, spinning, and dying the wool to weaving, washing, and transporting the rug—takes roughly 10 to 14 weeks. In the winter months, the drying process takes a bit longer, so please expect an additional 2-3 weeks for delivery.

 

Returns

Can I return my rug?

All orders are final and we cannot accept returns. Please ensure all measurements, colors, and design are correct before submitting your order!

 

Can I cancel my order?

After placing an order, you have until 7:00 PM ET the following day to cancel and get your money back.

 

What if I don't like what I ordered?

We certainly hope that never happens! We're here to answer whatever questions you've got before you place an order to ensure you're 100% happy with your one-of-a-kind design.

 

Care

How durable is a Moroccan rug?

The durability of a rug doesn't have to do with the amount of traffic it endures, but rather how often you clean it. Dirt that accumulates in a rug can shred the fibers, which causes the rug to degenerate over time. With regular cleaning, Moroccan rugs can (and do) last for decades.

 

How do I clean my Moroccan rug?

The easiest (and most traditional) way to do clean your rug is to take your rug outside and shake it out at least once a week. If this is impractical you can clean the rug on a weekly basis with a canister vacuum side to side (not end-to-end) with the beater bar on the highest setting. This can be just as if not more effective than shaking out a rug. Combining these techniques on a routine basis is ideal.

If you need to spot clean your rug, do so with warm water and just a little detergent. Wool naturally repels liquids at first contact so treat it quickly with a dry cloth and follow up with water and detergent and you should be fine.

After a few years (or more serious soiling), we recommend having your rug professionally cleaned. Look for a quality professional cleaner in your part of the world to help reinvigorate your Moroccan rug.

 

What are Beni Ourain rugs made from?

Moroccan rugs are made from 100% Middle Atlas wool.