Shipping timelines and return policy
We pick, cut, and pack orders from Quebec City. Transit times below include cutting but exclude carrier delays caused by storms or remote routing.
Shipping times by region
| Region | Typical timeline | Notes |
|---|---|---|
| Quebec & Ontario | 2-3 business days | Orders cut before noon often arrive in two days. Pickup in Quebec City is available by appointment. |
| Prairies | 3-5 business days | Rural areas may add one extra day. We ship with carriers that provide tracking updates overnight. |
| British Columbia | 4-6 business days | Metro Vancouver deliveries usually arrive on day four. Please allow a day buffer for Vancouver Island. |
| Atlantic Canada | 4-6 business days | We hand off to local partners for final delivery. Remote coastal locations may take up to eight days. |
| Northern territories | 7-12 business days | Contact support for quotes. We consolidate shipments weekly to keep costs manageable. |
Need faster delivery? Email hello@rugbasics.com and we'll quote overnight or same-day courier options.
Return process
- Email hello@rugbasics.com with your order number and the items you'd like to return.
- We'll reply with a prepaid return label or freight instructions within one business day.
- Pack items securely. Runners must be rolled (not folded) and turf must be clean and dry.
- Refunds post within five business days of receiving the return. Original shipping is non-refundable.
Exceptions
- Custom cuts shorter than 6' are final sale unless damaged in transit.
- Samples are non-returnable but the cost applies toward your first full order.
- If an item arrives damaged, document the packaging and product condition within 48 hours so we can file a claim.
Have a question that isn't covered here? Reach us at hello@rugbasics.com or call +1 (581) 700-0010.