Shipping policy

Unfortunately, there are some locations we aren't able to deliver to which include the non-contiguous states in the US and the Northwest Territories, Nunavut and Yukon in Canada.

Shipping costs are non-refundable and return shipping fees are the responsibility of the customer.  Please note that the safe arrival of returned products is also the responsibility of the customer. 

Order Processing

All in-stock orders are processed and shipped out within 1 to 3 business days.  Tracking information will be sent by email or text within 24 hours of your order leaving the warehouse.

If your item is not in stock, our customer service team will reach out either by phone or email with information about restocking dates, alternative available options or any other solution we feel most appropriate to make sure you are taken care of.  Your credit card will not be charged until a solution is agreed upon.

Customs and Duties

If you reside in Canada, you may be charged duties, taxes and brokerage fees by Canada Customs when importing products into Canada. Unfortunately, we are unable to accurately estimate how much these charges will be. Rugs by Roo Inc. and Tuft Love is not responsible for the costs of duties, taxes and brokerage fees applied on your items by Canada Customs and these fees are the sole responsibility of the customer.