Shipping Policy

Last Updated: 23 January 2026

We handcraft rugs in the Atlas Mountains of Morocco and ship directly to customers in the United States. This page explains our processing, shipping, customs, and support policies.

1. Where We Ship

We currently ship only to the United States. Orders with a non-U.S. shipping address will not be processed.

All shipments are sent from our cooperative in Morocco via DHL Express.

2. Production & Processing Time

Orders are prepared and shipped within 3–5 business days after payment is confirmed. Business days are Monday through Friday, excluding public holidays.

3. Shipping Method & Estimated Delivery

Free standard shipping to the United States is included in the product price. All orders ship via DHL Express with tracking.

Destination Estimated Transit Time Possible Delays
Major U.S. cities 4–7 business days Customs inspections, regional handling, weather
Remote or rural ZIP codes 10–15 business days Limited DHL coverage, remote area surcharges
Rare extended delays Up to 20 business days Customs holds or exceptional events

Shipping timelines are estimates only and include handling and delivery. Delays may occur due to customs inspections, weather, or deliveries to remote or rural U.S. locations.

All delivery timeframes are estimates and are not guaranteed.

4. Shipping Costs & Customs

  • Shipping cost: Free for all U.S. orders.
  • Customs duties & import taxes: Any customs duties or import fees assessed by U.S. authorities are the responsibility of the buyer. DHL may contact the recipient to collect applicable fees.
  • Product taxes: All product prices include applicable product taxes unless stated otherwise.

For multi-item orders, customs charges may be based on the total declared value. All customs decisions are made solely by U.S. authorities.

Refused shipments:
If delivery is refused due to customs or other fees, only the product cost will be refunded. Shipping is free and non-refundable. Any customs or import fees remain the buyer’s responsibility.

5. Tracking & Notifications

After dispatch, you will receive a DHL tracking number by email. Tracking may take up to 48 hours to appear. You can track your shipment at DHL.com .

6. Address Accuracy

Please ensure your shipping address is complete and accurate, including street, apartment or unit number, city, state, and ZIP code.

If a package is returned due to an incorrect or incomplete address provided by the customer, additional reshipment fees may apply.

7. Packaging & Handling

Each rug is carefully wrapped with protective materials and sealed in a waterproof shipping bag or tube. We use environmentally friendly packaging where possible.

8. Lost, Damaged, or Delayed Shipments

If your order is lost, delayed, or arrives damaged, please contact us with your order number, tracking number, and photos (if applicable). We will open a claim with DHL and, once verified, either:

  • Send a replacement (if available), or
  • Issue a full refund for the product

9. Customer Support

Note: Cooperative Atma reserves the right to update this Shipping Policy at any time. Any changes will be posted on this page with a new “Last Updated” date.

By placing an order, you confirm that you have read, understood, and agree to this Shipping Policy.

Response Time: We aim to reply within 1 business day during support hours (Monday–Friday, 9:00 AM – 5:00 PM GMT+1).