Shipping FAQ & Policy
Shipping Timelines (USA)
Carpet Shipping Policy
Shipping Policy for RedCarpetRunner.com
A Rolling Seven, LLC Company
Overview
We understand that shipping can be a source of frustration for anyone shopping online, especially for those in the special events industry with urgent in-hands deadlines, and trying to execute once in a lifetime ceremonies and business opportunities!
In a post COVID-19 World, we find it is extremely beneficial to be completely upfront with shipping expectations and 100% transparent about the good & bad of shipping carpets and rugs these days. This policy exists and remains accessible via our website 24/7 to help you.
After 20+ years of shipping rugs and going through the COVID-19 pandemic we have learned a few things to make our customers’ lives better and easier. Please take a few minutes to read this policy to help with your potential, current, and future orders from our online store.
We appreciate you being our customer and believe us when we say - we are on YOUR side! We too, hate dealing with 3rd party couriers (FedEx / UPS), but they are a “necessary evil” acting as an intermediate enabling us to deliver you high quality carpets and rugs for your events and promotions around the World.
Shipping Costs Pass-Through
We DO NOT and will not utilize shipping to generate additional revenue and/or profit. The prices you are quoted/invoiced are based on live, fair market prices. We more often than not actually lose money on shipping rates, because we will hold shipping prices for our customers despite costs fluctuating LIVE every hour, every day, much like the stock market. We understand shipping large items gets expensive and we broker across multiple couriers to get you the best possible price we can for every shipping scenario.
Plan Ahead To Avoid Shipping Problems
The #1 proactive and preventative action you can take against any shipping problems is to plan ahead and allocate TIME for a delay or delivery situation to occur. Most issues happen to customers who attempt to OVERNIGHT / RUSH rugs. Despite paying premium / top dollar fees to these 3rd party shippers, they still seem to make regular mistakes and then refuse to compensate both YOU and US for their failures & issues.
If you have an ABSOLUTELY critical or urgent request and you are willing to spend a lot of money on shipping OVERNIGHT/RUSH, please consider using “GUARANTEED FREIGHT” and/or insuring your package against their negligence and/or delays. Requesting this is the ONLY way for you to protect yourself against their inability to deliver on-time. While it adds costs, it prevents frustration and a total loss for you.
Shipping Rugs Post COVID-19
Please be patient with these couriers. They are short staffed, overworked, and the delivery chains continue to be taxed. Fortunately for you, we ship enough runners out every single day, that we get priority attention and delivery trucks come multiple times a day to ship out carpet runners, area rugs, and logo rugs. We keep in daily communication to get our customers the best rates, up to date information, and to work out any problems as they occur. We go above and beyond to serve you because we appreciate your business.
How Carpets Ship
All of our carpets are rolled onto cardboard shipping tubes. We then plastic wrap the rolled carpet to be completely weatherproof and protect it during the shipping and handling process. This allows the rug material to hold onto itself and maintains crease-free material and arrives in perfect condition.
How Carpet Tape Ships
Look inside your rolled up carpet. To save on additional shipping costs, we will slip the tape roll inside the cardboard shipping tube. Everyone should tape their carpets, runners, and rugs to reduce tripping hazards, protect your guests, and reduce your liability. We highly recommend the double-sided carpet installation tape sold via our website.
Delivery Timeline
Ground:
US East: 1-3 Days
Central USA: 3-5 Days
US West: 5-6 Days
Freight: 2-9 Days
Alaska & Hawaii: Request Custom Quote
Canada & International: Request Custom Quote
Default Shipping Method
All rugs ship ground unless otherwise requested. Due to the size and weight, we maintain the most affordable shipping rates we can for our customers by utilizing standard ground methods. If you need an expedited shipment, it is your responsibility to request it and pay for the upgrade.
Rerouting Shipments
If you need to reroute your order or sample shipment after it has been dispatched, please contact the shipping carrier directly. They require YOUR permission as the receiving party/customer to change delivery location and terms. Additional fees may apply on larger orders.
FedEx: 1-800-463-3339
UPS: 1-800-742-5877
USPS: 1-800-275-8777
Shipping Delays
Unfortunately, we have absolutely no control over 3rd party couriers. We will support you with tracking numbers, status updates, and notifying the couriers of your ongoing issues. However, we do not have any additional rights, capabilities, or ability to get you answers or results. They treat us just like they treat you. They are not always nice and/or helpful.
Shipping for Carpet Samples
We ship FREE Samples via USPS. Sometimes they delay, get lost, or forget to deliver these shipments. If you don’t get your samples for any reason, please just notify us and/or request again. We are happy to re-send these for you anytime.
Local NYC Deliveries
Curbside Deliveries
We offer curbside deliveries in the Greater New York City / NJ / CT area. $200 is the going rate price as of 2023, but is subject to change at any time. Our delivery driver calls your mobile phone and drops the rug to you. If you ordered a rug larger than 3ft x 15ft, we recommend a hand cart or dolly to prevent injury. Or bring that really fit friend who can lift things without hurting themselves. Please be safe and ready to receive our delivery. It’s a rug - they can be big and heavy! This is a premium service to help you get your rugs guaranteed and faster than possible with 3rd party couriers.
Upper Floor Deliveries
Our team will park our local delivery truck, dolly your rugs up to whatever floor you want. This is a white glove service for clients with penthouse type venues and upper floor offices. $300 starting cost for upper floor deliveries. Quick installs & removals are possible as well for an additional service charge.
Shipping Quotes
Please request a custom quote or contact customer service and get the most up to date / fresh shipping quotes before you order. We can email you an invoice for any custom order or delivery arrangement, this way you ensure you get it correct and reviewed by our team.
Expedited Shipping
RUSH / OVERNIGHT, 2nd Day Air, 3-Day Select, Private Courier, and Guaranteed Freight are all available “expedited” options. Be warned, shipping carpets & rugs gets extremely expensive. In this category of delivery do not be surprised to see shipping costs much greater than your runner or area rug. It often can be many times / a multiple of the cost of the product itself.
Freight Shipping
Freight shipping is required for any carpet order over 150 lbs and oftentimes over 100 lbs to help 3rd party couriers deliver. Carpets below 8 ft in width can typically ship standard methods. Rugs 8ft and over must ship freight. Freight shipping is like brokering on the stock exchange. We quote you the best rates for that moment in time. Day by day, hour by hour, these rates change. So you must promptly pay your custom invoice so we can keep your freight rates locked in with the couriers. We will NOT honor freight quotes that are not paid within a reasonable amount of time. We re-quote whenever we can as sometimes the cost actually goes down for you!
FOB Shipping
Free On Board (FOB) is used to determine if the buyer or seller assumes all liability, obligations, costs, fees, and risk for a shipment of goods being transported. In the case of shipping carpets, rugs, and logo mats we are “FOB origin, freight collected” meaning the customer / purchaser / buyer assumes the responsibilities for goods at the point of origin once loaded onto the courier truck. The best way for the customer to protect themselves from damage and/or loss from 3rd party couriers is to purchase insurance or guaranteed shipping methods.
Guaranteed Shipping
If you are going to spend the additional money on freight shipping and you have a CRITICAL in-hands deadline: we highly suggest upgrading to “guaranteed freight.” While expensive, we have never seen a guaranteed delivery not make it. We have seen them delayed & refunded, but never not actually make it to the destination. This is a great way to rest easy and ensure your order makes it to your location no matter what and MORE typically on time.
Shipping Accounts - 3rd Party
You can provide us with your UPS, FedEx, or freight shipping account information. We may also require some company identification documents, point of contact (POC), your EIN, billing address, and a few other items to make this possible. If you have your own accounts and you want to use them to get better rates than ours, please feel free to do so. Contact our customer support team. We can continuously ship rugs out on your account# once we get you set up in our customer system.
How To Ship Large Carpet Runners & Area Rugs Cheaper
We can ship area rugs and large runners in any standard method and avoid freight shipping costs by splitting / cutting rugs into multiple strips / runners / pieces. We utilize a binding method called “horseshoe binding” in which we bind (3) sides of each carpet piece. This enables you to push the pieces together to create a completely seamless rug despite being cut into multiple strips / runners / pieces. This is best for retail stores, trade shows, pop-up displays, exhibits, and any place an area rug might be used. The end result is still picture perfect and you save a ton of money on shipping!
Loading Docks
Larger rugs typically require a loading dock to make unloading easy. If your business or venue does NOT have a loading dock, please expect a “lift gate” fee. This hydraulic system enables the driver to lower your heavy rug to ground level and hand-cart / dolly it inside.
Shipping to Tradeshows
Please tell us your show name, management company name, booth number, show dates, etc. No rug can be shipped successfully to a trade show without all of that information. Please also be cautious of your show agreement / rules & regulations. Consult your agreement and your show organizer before ordering with us. We offer BOUND carpets and brighter / bolder colors than any trade show management company. We can also provide you with high quality logo rugs to amplify your brand on the trade show floor.
Carpet Padding
You will be standing on your feet for hours and hours. Consider buying & laying carpet padding before placing your carpet down. This will save your legs and back and make your booth more desirable for customers standing and talking with you throughout the duration of the show.
Trade Show Labor & Unions
If you require installation labor, please reach out to our customer service team. We can broker trade show labor nationwide for you and/or refer you to an approved labor company for your trade show. If we ship anything into a trade show, it is best we know the management company and make arrangements to have assets dropped at your booth.
Pole Truck vs. Forklift
If you have purchased large area rugs, oversized rugs, logo rugs, or any mission critical floor coverings for a trade show or major arena event, please, please, please demand the foreman / on-site management use a pole truck to remove your rug from the truck. DO NOT USE A FORKLIFT. Given the carpet's backing and weight and a forklift's sharp teeth, your rug can easily be pierced, torn, and damaged. Nobody likes damaged goods at the finish line!
Shipping to Arenas, Stadiums, & Major Venues
Shipping to major venues activates a “limited access fee” for all freight & standard deliveries. Please understand your shipping quote includes this additional fee to ensure delivery. These are MORE expensive places to ship than normal business venues due to it taking the couriers longer periods of time to unload.
International Shipping
Taxes, Duties, & Fees
The customer is responsible for all taxes, duties, and fees an international delivery may accrue. It is the customer’s responsibility to hire an international shipment broker to clear your native country’s customs. FedEx easily acts as this for you, please request and/or consult with FedEx International for easiest arrangements. If you have your own freight forwarding company, we can forward to a USA location which then forwards onto your international location. This helps us step out of the way when it comes to international shipment protocols as we are not experts, nor do we ever wish to be.
Customs at the Border
Please remember to hire an international shipping broker at the border to help you clear products / orders. FedEx International will act as this for you. Other brokers may not and have “chargebacks” which can cause you, the customer, to accrue additional taxes, duties, fees, storage, and fines. We highly suggest FedEx International or your own private freight company.
Why Isn’t Shipping Free?
Offering FREE shipping on large and oversized goods is impossible, especially after COVID-19 has taxed the supply / delivery chain. Customers ordering smaller rugs and runners would be overcharged to compensate for customers ordering the larger rugs and runners. In addition, we are NOT Amazon! We are a small, family owned business. We charge shipping as a pass-through cost to every customer to keep shipping as fair and affordable as possible for everyone. You pay shipping based on the method, size, quantity, and geographic location.
Liability & Insurance
By ordering via RedCarpetRunner.com you hereby release and waive any and all claims, demands, liabilities, costs, expenses, and damages arising from or in connection with the use of carpets, rugs, runners, and logo mats. You assume full responsibility for any and all such risks, known or unknown, and indemnify and hold harmless Rolling Seven, LLC D.B.A. RedCarpetRunner.com and its affiliates, officers, directors, agents, and employees from any and all such claims. This includes but is not limited to all shipping mishaps, delays, issues, & unfortunate scenarios.
We go above and beyond to cut, bind, and ship the highest quality commercially available rugs and runners accurately & quickly. We cannot and will not be held responsible for the failed promises and negligent behavior of 3rd party couriers.
Refunds & Compensation
All refunds and compensation requests must be made with the 3rd party courier. FedEx & UPS are solely responsible for your shipped goods. Once a carpet, rug, or runner leaves our production floor - we are no longer in control of the asset. Therefore, we cannot issue refunds or request compensation on your behalf. However, this is within your rights to press the courier for compensation on lost, damaged, stolen, delayed, or any shipment issues. Since many of the local 3rd party couriers are franchised operations and pressured by corporate standards we find continuously calling and expressing your urgent need for your goods CAN actually help deliveries going awry quickly rectify themselves.
Shipping Disputes
Please contact FedEx or UPS. By utilizing us as shipment brokers, you release and waive any and all claims, demands, liabilities, costs, expenses, and damages arising from or in connection with the use of shipping via 3rd party couriers. You assume full responsibility for any and all such risks, known or unknown, and indemnify and hold harmless Rolling Seven, LLC D.B.A. RedCarpetRunner.com and its affiliates, officers, directors, agents, and employees from any and all such claims.
Local Deliveries in Greater NYC Area
For any local delivery, rental, or installation timeline / delivery issues please contact our customer support.
Product Color & Size Mistakes
Should you receive an incorrect rug color and/or incorrect rug size, please contact us immediately. We do resolve mistakes that are obviously our team’s mistake. These cases do not happen very often. In 20+ years, there have only ever been a handful of incorrect orders shipped out. We pride ourselves on being accurate and preparing your products for delivery with the utmost in care.
Formal Complaints
Please address any delivery delays, lost / damage / stolen delivery complaints directly to UPS / FedEx or the courier your order was assigned to. Once the courier has been made aware of an issue by our customer support team, we cannot help you escalate your delivery issue any further, help solve disputes, and/or request a refund.
FedEx: 1-800-463-3339
UPS: 1-800-742-5877
USPS: 1-800-275-8777
Family Owned Business
We like our customers to know that we are a small, family owned business. We are not a faceless corporation just because we have a 1-800# and 5th Ave mailing address. We sincerely care about your special event and our team will go out of its way to help you get tracking updates and information you are seeking in regards to shipping from 3rd party couriers.
Please understand we have no control over deliveries and couriers. Once your rug leaves our production floor - the couriers don’t treat us any better than they treat you. We are on your team and always rooting for an on-time or early delivery for you!
Policy Updates
This is a live / living policy / document. The most up to date version is the one currently published, this very same one that you are currently reading via RedCarpetRunner.com. From time to time, for any reason, this document is subject to change. We will update this document with the most up to date policy, procedures, and shipping information for our customers. We will NOT notify you of these updates as the most up-to-date information will always be published here. Please check back often to ensure you have a seamless shopping experience with RedCarpetRunner.com.
We sincerely appreciate you trusting us to broker delivery & freight on your behalf!