Shipping Policy
Order Processing
Orders are processed Monday through Friday, excluding public holidays. Orders placed after 12:00 PM local time or on weekends will begin processing the next business day.
Typical processing time for in-stock items is 1–3 business days. Custom or made-to-order rugs and specialty flooring products may require 7–21 business days; estimated lead times are provided on the product page or order confirmation.
You will receive an email confirmation when your order ships, including tracking information for shippable items.
Shipping Methods and Carriers
We use a combination of common carriers and freight services depending on item size and destination. Carriers may include national parcel carriers, regional carriers, and freight carriers for large or palletized shipments.
Available shipping methods (standard, expedited, freight) are presented during checkout when applicable. Not all methods are available for every product or address.
Shipping Rates
Shipping charges are calculated at checkout based on item dimensions/weight, destination, and chosen shipping method.
We may offer promotional shipping rates, flat-rate shipping, or free shipping on qualifying orders. Eligibility and promotions are shown at checkout and in promotional materials.
Delivery Times
Estimated delivery times vary by destination and shipping method. Typical domestic (continental U.S.) delivery for parcel shipments: 2–7 business days after dispatch. Expedited options reduce transit time.
Freight shipments for oversized or heavy items usually take 3–10 business days transit after dispatch, depending on distance and carrier schedules.
Transit times are estimates only and are not guaranteed. Weather events, carrier delays, customs processing (for international shipments), and other factors may extend delivery.
Local Delivery and Installation Appointments
For bulk orders, large rugs, or installation services, we may coordinate local delivery and appointment scheduling. A One Artisans representative will contact you to confirm delivery windows and installation dates.
White-glove delivery and installation are available for eligible products and services. Fees for white-glove service will be shown at checkout or quoted as part of an installation estimate.
International Shipping
International shipping may be available for select products. Duties, taxes, and customs fees are the responsibility of the recipient unless otherwise stated. Delivery times are longer and vary by country.
Some items (heavy, oversized, or restricted materials) may not be eligible for international shipping. If we must cancel for export restrictions, you will be notified and refunded.
Order Changes and Cancellations
If you need to change or cancel an order, contact us as soon as possible. Changes or cancellations may not be possible once an order has entered fulfillment or has shipped.
Custom, personalized, or made-to-order items cannot be canceled once production has started. Refunds for non-cancelable items are handled per our returns policy.
Damaged, Lost, or Incorrect Shipments
Inspect shipments immediately upon receipt. If a package arrives damaged, note the damage on the carrier’s delivery receipt and contact One Artisans within 7 days with photos and order details.
If an item is missing, incorrect, or significantly damaged, we will work with you and the carrier to arrange replacement, repair, or refund per our damage and returns procedures.
Delivery Requirements and Access
For large or heavy items delivered by freight, customers are responsible for ensuring adequate access and clearances. Additional services (inside delivery, stair carry, placement) may be available for a fee.
Residential deliveries may require a signature. If no one is available to sign for a delivery and the carrier cannot complete delivery, a re-delivery fee may apply.
Returns and Refunds
Shipping-related return instructions are provided in our Returns Policy. Customers are responsible for return shipping costs unless the return is due to our error or a damaged/defective item.
Contact
For shipping questions, tracking support, or to request a change, contact our customer service team with your order number and details. Response times vary; we aim to respond to inquiries within 1–2 business days.
Policy Changes
One Artisans may update this Shipping Policy periodically. The effective date is listed at the top of this policy where applicable. Changes apply to future orders only.
Effective date: October 26, 2026.