How does production work?
Once a quote is approved and paid, your project moves into production. You select a verified manufacturer from the network to fulfil the order.
The manufacturer receives your project specification and confirms whether they can take the order. You are notified at each stage as the order progresses.
Is my personal information shared with the manufacturer?
No. By default, manufacturers receive only the project specification needed to produce your rug. Your name, contact details, and identity are not shared.
If you choose to include personal details in your project notes, those would be visible to the manufacturer. We recommend keeping notes project-specific.
How do I track my order?
You can track the status of your production order from your account dashboard. The manufacturer updates the order status as work progresses — from accepted through to completed and ready for delivery.
You will receive notifications when the status changes.
What happens when my order is ready?
When the manufacturer marks the order as complete, you receive a notification with photographs of the finished piece for your review.
You confirm whether the completed work meets the agreed specification. Once you approve, the order is finalised. If you have concerns, contact our support team before approving.
What if my order does not meet the specification?
Do not approve delivery if the completed work does not match what was agreed. Contact support@ruggenerator.com before taking any further action.
Our team will review the case and work with you and the manufacturer to reach a resolution. Your payment is held until you approve delivery.