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Store Policy

Returns & Refunds


If you’re not completely satisfied with your purchase, we accept returns on standard stocked rugs within 30 days of delivery, provided the rug is unused, undamaged, and in its original or equivalent packaging.


Eligible returns must:

  • Be a stocked item (not custom-made)

  • Be requested within 30 days of delivery

  • Be returned in original, like-new condition


To initiate a return, please contact our customer care team with your order number. We’ll guide you through the return process. Unauthorized returns may be declined.


Custom Rugs: All custom, made-to-order, or bespoke rugs are final sale and non-refundable.


Refunds: Once we inspect the returned rug, refunds are processed to your original payment method within 3–5 business days. Original shipping charges are non-refundable. Return shipping is at the customer's expense unless the return is due to an error or defect.

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Shipping & Delivery


We ship across North America via trusted carriers FedEx and DHL. A valid street address is required for delivery (no P.O. boxes or APO/FPO).


Order Processing: In-stock rugs ship within 1–3 business days of payment confirmation. Tracking information is provided once dispatched.


Delivery Time: Most orders arrive within 3–10 business days, depending on location.

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Order Changes & Cancellations

  • To change or cancel an order, contact us as soon as possible.

  • In-stock items: Can be canceled before dispatch.


Custom rugs: Can be canceled only within 24 hours of ordering. Once production starts, cancellation is not possible.


Approved cancellations will be fully refunded to the original payment method.

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Damage in Transit


Inspect your rug immediately upon delivery. If your item arrives damaged or incorrect, notify us within 7 days. We will manage the claim process with the courier and arrange a replacement or refund at no cost to you.


We may request photos and original packaging to support the claim.

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Payment Methods


We accept the following payment options:

  • Electronic bank transfer

  • Cash on delivery (COD) (availability may vary by region/order size)

  • Cheque (shipment released after cheque clearance)


All prices are in USD or CAD, depending on shipping destination. Credit card and PayPal payments are not currently supported.

 

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Contact Us


Our customer care team is here to help.


Email: info@thenative.ca
Phone: 1-604-716-4975
Hours: Monday–Friday, 9:00 AM – 4:00 PM PST


You can also reach us via the Contact Us page or website chat.

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