Shipping policy

Last updated: July 21, 2026

1. Shipping Origin

Wool Heritage is operated by Wool Heritage LLC, a company registered in the United States.

Our workshop, rug production, order fulfilment, and shipping operations are based in M'rirt, Morocco.

All Wool Heritage rugs are handmade in Morocco and dispatched directly from Morocco to customers worldwide.

2. Made-to-Order Production Time

Most Wool Heritage rugs are handmade after an order is placed.

The estimated production time is generally between 3 and 12 weeks, depending on:

  • The selected rug size

  • The complexity of the design

  • The weaving technique

  • Customization requests

  • Artisan availability

  • Seasonal production volume

Production time begins after your order and payment have been successfully confirmed.

The production period is separate from the shipping transit time.

Because every rug is handmade, the estimated completion date is not guaranteed. We will contact you if a significant production delay affects your order.

3. Ready-to-Ship Rugs

If a rug is marked as ready to ship, it will normally be prepared for dispatch within 2 to 5 business days after payment confirmation.

Ready-to-ship products do not require the standard made-to-order production period.

4. International Shipping

We ship to the countries available during checkout.

Available destinations may include:

  • United States

  • Canada

  • United Kingdom

  • European countries

  • Australia

  • Selected countries in Asia and the Middle East

  • Other international destinations supported by our shipping carriers

If your country is not available during checkout, contact us at info@woolheritage.com before placing an order.

5. Shipping Carriers

Orders are generally shipped using DHL Express or another reputable international carrier appropriate for the destination.

The carrier used for your order may depend on:

  • Destination country

  • Rug size and weight

  • Available delivery services

  • Customs requirements

  • Operational circumstances

6. Estimated Transit Time

After the rug has been completed and dispatched, international delivery generally takes approximately 3 to 10 business days.

Delivery may take longer for:

  • Remote locations

  • Oversized rugs

  • Customs inspections

  • Public holidays

  • Weather disruptions

  • Carrier delays

  • Incorrect or incomplete delivery information

The transit estimate begins after dispatch and does not include the rug production period.

7. Total Estimated Delivery Time

For a made-to-order rug, the total estimated delivery time includes:

  1. Production time of approximately 3 to 12 weeks

  2. Order preparation and packaging

  3. International transit time of approximately 3 to 10 business days

  4. Any customs clearance time

For example, an order requiring six weeks of production and five business days of transit would arrive after approximately six weeks plus the shipping period.

These timelines are estimates and are not guaranteed delivery dates.

8. Shipping Costs

Shipping costs, when applicable, are displayed during checkout before payment is completed.

The shipping price may depend on:

  • Destination country

  • Rug dimensions

  • Package weight

  • Delivery service

  • Current carrier rates

Any free-shipping offer will be clearly displayed on the product page or during checkout.

Wool Heritage does not add undisclosed shipping charges after an order has been placed.

9. Customs Duties and Import Taxes

International orders may be subject to customs duties, import taxes, processing charges, or other local fees imposed by the destination country.

Unless explicitly stated otherwise during checkout, these charges are not included in the product price or shipping charge.

The customer is responsible for paying any customs duties, import taxes, or local fees required by the destination country.

Customs rules differ by country. We recommend contacting your local customs authority for information before ordering.

Wool Heritage is not responsible for delays caused by customs inspections or unpaid import charges.

10. Order Tracking

When your order is dispatched, we will send a shipping confirmation to the email address provided during checkout.

The confirmation will normally include:

  • The carrier name

  • The tracking number

  • A tracking link, when available

Tracking information may take up to 48 hours to become active after the shipping label is created.

11. Correct Shipping Information

Customers are responsible for providing a complete and accurate shipping address, email address, and telephone number.

International carriers often require an active telephone number to arrange delivery or customs clearance.

Review your information carefully before completing checkout.

Contact us immediately at info@woolheritage.com if you notice an error.

We cannot guarantee that an address can be changed after production or shipping has begun.

12. Address Changes

Address-change requests must be submitted as soon as possible.

If the order has not yet been dispatched, we will attempt to update the address.

After dispatch, address changes may:

  • Be unavailable

  • Cause delivery delays

  • Require approval from the carrier

  • Result in additional carrier charges

Any additional cost resulting from a customer-requested address change may be charged to the customer.

13. Delivery Attempts

The shipping carrier may contact you by telephone, email, or delivery notice.

The customer is responsible for:

  • Responding to carrier requests

  • Providing customs documentation when necessary

  • Paying applicable customs charges

  • Being available to receive the delivery

  • Arranging redelivery or collection when required

Failure to respond to the carrier may result in delay, storage charges, return to sender, or disposal according to the carrier's rules.

14. Refused or Unclaimed Packages

If a customer refuses delivery or fails to collect a package, the carrier may return the rug to Morocco or another designated location.

The customer may be responsible for:

  • Original shipping costs

  • Return shipping costs

  • Customs duties

  • Storage fees

  • Carrier processing fees

  • Redelivery costs

Any refund will be considered only after the rug has been safely returned and inspected, subject to our Return and Refund Policy.

15. Delayed Shipments

Delivery dates are estimates.

Wool Heritage is not responsible for delays caused by circumstances outside our reasonable control, including:

  • Customs inspections

  • Carrier disruptions

  • Severe weather

  • Natural disasters

  • Strikes

  • Public holidays

  • Political events

  • Border closures

  • Incorrect delivery information

  • Recipient unavailability

We will assist you in contacting the carrier when a shipment is significantly delayed.

16. Lost Packages

A package is not considered lost merely because tracking has temporarily stopped updating.

If tracking has not updated for an unusual period, contact us at info@woolheritage.com.

We will contact the carrier and open an investigation when appropriate.

Carrier investigations may require time to complete. We cannot issue a replacement or refund while the carrier investigation remains unresolved unless required by applicable law.

17. Damaged Packages

Please inspect the package when it arrives.

If the external packaging appears seriously damaged:

  • Photograph the package before opening it

  • Photograph the shipping label

  • Photograph all damaged areas

  • Keep the original packaging

  • Contact us within 48 hours of delivery

  • Provide your order number and clear photographs

Do not discard the packaging while the claim is being reviewed.

We will work with you and the carrier to assess the damage and determine the appropriate resolution.

18. Handmade Product Characteristics

Handmade rugs may contain minor variations in:

  • Dimensions

  • Color

  • Pattern placement

  • Pile height

  • Weaving tension

  • Tassel length

These natural variations are part of the handmade character of the rug and are not considered shipping damage.

19. Multiple-Product Orders

Products within the same order may be dispatched separately when they have different production times, dimensions, or packaging requirements.

When products are shipped separately, you may receive more than one tracking number.

20. Contact Us

For questions about production, shipping, tracking, or delivery, contact:

Wool Heritage LLC

Registered business address:
30 N Gould St, Ste R
Sheridan, WY 82801
United States

Workshop, production, fulfilment, and shipping origin:
M'rirt, Morocco

Email: info@woolheritage.com

WhatsApp: +1 917 730 3841

Business hours:
Monday to Friday
9:00 AM to 6:00 PM Morocco time