FAQ
FREQUENTLY ASKED QUESTIONS (FAQ)
Welcome to the Rufmek FAQ. Find answers to common questions about ordering, payments, shipping, tracking, order changes, returns, refunds, and customer support.
If you cannot find the information you need, contact service@rufmek.com. For questions about an existing order, include your Order Number and the email address used when placing the order.
Ordering & Payments
How do I place an order?
Browse the rugs available on Rufmek, select the item and available options you would like, and add it to your cart. When ready, proceed to checkout and provide the required shipping and payment information. Review your items, quantities, shipping address, and contact information before completing your purchase.
How do I apply a discount code?
If you have a valid Rufmek discount or promotional code, enter it in the designated discount code field during checkout. On mobile devices, you may need to open the order summary to locate the field. Select Apply and confirm that the discount is reflected in your order total before payment. Codes may be subject to expiration dates, product restrictions, or other conditions.
What payment methods do you accept?
The payment methods currently available to you will be displayed during checkout. Supported methods may vary depending on checkout availability and your location.
Why was my payment unsuccessful?
A payment may be declined because of incorrect card information, insufficient funds, bank security restrictions, or an unsuccessful authorization. Verify your payment information, contact your card issuer if needed, or select another available payment method.
Shipping & Delivery
How much does shipping cost?
Our standard shipping fee is USD $5.99 per order. The applicable shipping charge will be displayed during checkout. A different rate or promotional shipping offer shown at checkout will take precedence.
How long does delivery take?
Orders are generally processed within 1–3 business days after payment confirmation. Estimated delivery after dispatch generally takes 10–20 business days. These are estimates, not guaranteed arrival dates. Actual delivery may vary by destination, carrier, customs processing, and local delivery conditions.
How can I track my order?
Once tracking information becomes available after dispatch, we will send it to the email address associated with your order. Use the tracking number to follow the shipment through the relevant carrier or tracking service.
Why isn’t my tracking information updating?
Please allow approximately 24–48 hours after shipment for initial tracking information to appear. Temporary gaps may occur during transit. If there has been no meaningful tracking update for more than 7 business days, contact service@rufmek.com with your order number.
Why did I receive only part of my order?
An order containing multiple items may be shipped in separate packages, which can arrive on different dates. Check whether separate tracking information has been provided. If all packages have been delivered and an item is still missing, contact customer service.
Order Changes & Cancellations
Can I change my shipping address?
Contact service@rufmek.com as soon as possible and include your order number, order email, current shipping information, and complete corrected information. We will attempt to update it if fulfillment has not begun. Once processing or shipment has started, a change may not be possible.
Can I change an item, size, color, or quantity after ordering?
Contact service@rufmek.com as soon as possible with your order number, order email, and requested change. Changes cannot be guaranteed once fulfillment has begun.
Can I cancel my order?
Contact us as soon as possible. Cancellation may only be possible before processing or shipment begins. Once an order has been dispatched, it generally cannot be cancelled in transit; eligible returns after delivery are handled under our Return & Refund Policy.
Returns & Refunds
Can I return an item?
Eligible return requests may be submitted within 14 days after delivery, subject to the conditions in our Return & Refund Policy. Items must generally be unused and in their original condition. Contact service@rufmek.com before sending anything back.
What if my item arrives damaged, defective, or incorrect?
Contact service@rufmek.com within 14 days after delivery. Include your order number, order email, a description of the issue, and clear photos or video where useful. Keep the item and original packaging while the claim is reviewed.
Who pays return shipping?
For eligible change-of-mind or personal-preference returns, the customer is responsible for return shipping costs. For an approved issue attributable to us, we will cover the return shipping cost and provide the appropriate resolution and return instructions. Details are explained in our Return & Refund Policy.
When will I receive my refund?
We aim to process approved refunds within 5–10 business days after the returned item has been received and inspected. Your bank, card issuer, or payment provider may require additional time to post the funds.
Can I exchange an item for another size or color?
We do not currently offer a standard direct exchange service. If your return is eligible, you may return the original item under our Return & Refund Policy and place a new order for your preferred option.
Product Questions
Where can I find product information?
Each product page provides available product information, which may include images, dimensions, colors, materials, construction details, pile height, care instructions, and other specifications. Details vary by product. Please review the individual product page before ordering.
Will the product look exactly the same as the photos?
We aim to present product images and information as accurately as reasonably possible. Actual colors may appear different depending on your device display, screen settings, lighting, and photography. Please refer to the product description for item-specific details.
Order Emails & Communication
I didn’t receive my order confirmation. What should I do?
Check your spam, junk, or promotions folder and confirm that the email address entered at checkout was correct. If you still cannot locate the confirmation, contact service@rufmek.com with the email address used and, if available, your order number.
I haven’t received my tracking number yet. What should I do?
Tracking information is provided after an order has been processed for shipment and tracking becomes available. Check your spam or junk folder. If you believe sufficient processing time has passed, contact service@rufmek.com with your order number.
Customer Service
For questions about products, orders, shipping, returns, refunds, or after-sales support, please contact:
Customer Service Email: service@rufmek.com
Phone / SMS: +1 8542028711
Service Hours: Monday – Friday, 9:00 AM – 6:00 PM (MT)
We aim to respond to customer service emails within 24–48 hours on business days.
Company Information
Operated by: Zhengzhou Lexin Technology Co., Ltd.
Business License Entity: Zhengzhou Lexin Technology Co., Ltd.
Email: service@rufmek.com
Customer Service: +1 8542028711
Registered Address: Room 801, 8th Floor, Unit 2, Building 7, No. 177 Yinghe West Road, Zhongyuan District, Zhengzhou, Henan, China