FAQ
Answers to most common questions about products, orders, shipments, and payments.
Orders & Returns
Please allow 2-3 business days for tracking information to update. We often send tracking when the label is created so it sometimes needs time to leave the warehouse before updating.
Items are packaged and shipped out quickly after purchase. Please email us immediately at hello@mushstudios.co if you would like to cancel or alter your order and we will do our best to accommodate.
Please email us at hello@mushstudios.co if you would like to submit a return.
Rugs can be returned within 7 days of delivery with a 10% restocking fee.
In order to qualify for a return, all items must be in an unused condition. We do not cover the cost to package or ship your return, so we recommend keeping your original packaging materials. We recommend you choose a shipping service with tracking as we are not responsible for items that do not arrive to us. Once the return has been received by our team and authorized, we will reimburse you within 7 business days.
Mush Studios reserves the right to refuse returns that do not meet the standard outline above. Custom, discounted, or sale rugs are not eligible for return. Samples are also not eligible for return.
Please email us at hello@mushstudios.co if you would like to submit a return.
Pillows and bathmats can be returned within 14 days of delivery.
In order to qualify for a return, all items must be in an unused condition. We do not cover the cost to package or ship your return. We recommend you choose a shipping service with tracking as we are not responsible for items that do not arrive to us. Once the return has been received by our team and authorized, we will reimburse you within 7 business days.
Mush Studios reserves the right to refuse returns that do not meet the standard outline above. Custom, discounted, or sale pillows are not eligible for return. Email us at hello@mushstudios.co if you would like to submit a return.
Please email us at hello@mushstudios.co if you would like to submit an exchange.
Rugs, pillows, and bathmats can be exchanged within 10 days of delivery.
In order to qualify for an exchange, all items must be in an unused condition. Email hello@mushstudios.co to start your exchange and provide us with your order number as well as what you would like to exchange your original purchase for.
If necessary, we will send you an invoice for any outstanding balances for the exchange. Once completed, we will send a return care package that includes shipping materials and a prepaid shipping label to ship your item back to us. Mush will cover the cost of the shipping materials and the prepaid shipping label. Once we receive your original item, we will ship out your new item to you.
Custom, discounted, or sale items are not eligible for exchanges.
Unfortunately, we cannot accommodate any exchanges for international orders. If you are unhappy with your purchase, we recommend returning the item and repurchasing the right one for you. We will do our best to accommodate and assist throughout this process, so email hello@mushstudios.co if you have any questions or concerns.
If your order arrives damaged or defective, please contact us at hello@mushstudios.co within 7 days of delivery. Mush will validate the damage or defect in order to qualify for a return or exchange in these cases. You will not have to pay any fees for damaged or defective products.
To qualify for an exchange, please provide your order number, date of purchase, and images of the damaged or defective product. Items that arrive damaged or defective are eligible for a return or an exchange only if they have not been used. We want to ensure you are satisfied with your purchase, so we recommend emailing us before taking any action with the damaged or defective item, even if it is beyond the 7-day window.
Yes, please email hello@mushstudios.co to inquire about large orders for a design project or business.
Brief and clear answer
Shipping
Orders are processed and shipped out every Tuesday and Friday. Please allow 1-3 business days for your order to be processed. Once your order is processed and handed over to the shipping courier, you will receive tracking information, which will provide more accurate estimated delivery dates and times.
Yes, we offer worldwide shipping, and discounted rates are calculated at checkout. Any import fees or taxes levied on orders are the responsibility of the customer.
Care
Each rug has specific care instructions located on their individual product pages. Please visit those if needed.
New Zealand wool is a naturally self cleaning fiber and is used for our tufted rugs. For regular maintenance, vacuum on a high pile setting. Light shedding is expected for all rugs made from wool. If spills occur, blot the area immediately with a damp cloth or paper towel to absorb the liquid. Water helps dilute the spill or dirt. If needed, use a small amount of clear soap with water to further clean the area.
Alpaca wool is a delicate, fine fiber, so we do not recommend vacuuming any shag rugs made with this material. To clean, shake the rug regularly to remove loose fibers and debris. For spills, blot the affected area immediately with a dry cloth or paper towel, using a small amount of water to help lift the stain. If needed, use a small amount of clear soap with water to further clean the area.
If you notice any loose threads, please trim them with scissors and do not pull them out. For deeper cleaning, we recommend consulting a local professional.
To keep your pillow clean, we recommend shaking it out regularly to remove loose fibers and debris. If you notice any loose threads, please trim them with scissors and do not pull them out. For spills, blot the area immediately with a damp cloth or paper towel and water. For deeper cleaning, consult a local professional.
Light shedding is expected for all pillows made from wool. You can gather any light shedding with your hand if needed.
To care for your bathmat, machine wash it individually on a delicate cycle using cold water. After washing, machine dry to ensure the fibers dry properly and return to their original look and feel. Between washes, shake it out to remove any debris. If you notice any loose threads, please trim them with scissors and do not pull them out. For loose fibers in a looped pile bath mat, please cut and tie a knot to secure the fibers.
Yes, it is normal for rugs to sometimes arrive with creases or lumps due to shipping. To help flatten your rug, shake it out when it arrives to loosen the fibers. These creases and lumps will naturally smooth out over time. For quicker results, you can try rolling the rug in the opposite direction or placing a flat, heavy object on the folds to help speed up the process.
