Shipping policy

Last updated: 24 March 2025

Rolled cloth and flat-packed panels ship from our United States warehouse. Rates are flat per order and are shown again at checkout before you pay.

Rates

United States — $7.95 standard, any number of items. Free on orders over $250.
United States — $24.95 express.
Rest of world — $19.95 standard, any number of items.
Rest of world — $39.95 express.

Rates are in US dollars. There is no length surcharge: four metres ships for the same as one.

Processing time

Cloth is cut to order. Orders placed before 2pm Pacific time on a business day are usually cut the same day, and every cut order is dispatched within two business days of payment clearing.

Panels are worked to order and take longer. Allow 7 to 10 business days before dispatch. If you need one for a date, tell us before you order and we will say honestly whether it is possible.

Business days are Monday to Friday excluding US public holidays. Orders placed over a weekend are processed on the following Monday or Tuesday.

If a cloth turns out to be unavailable after you have ordered, we email you the same day with the choice of waiting, swapping it, or cancelling for a full refund. We do not part-ship an order without asking you first.

Delivery estimates

United States: 5 to 8 business days after dispatch, or 2 to 3 by express.
Canada and Western Europe: 9 to 15 business days after dispatch, or 4 to 6 by express.
Everywhere else: 12 to 20 business days after dispatch, or 5 to 8 by express.

These are estimates based on what carriers actually deliver, not on their advertised service levels. Customs inspection, weather and peak-season volume all add time and none of them are within our control. We do not guarantee a delivery date.

How it is packed

Cloth is rolled on a tube and boxed; it is not folded, because fold creases in a pile fabric do not always come out. Panels are rolled face-out on a tube and boxed flat. Both arrive in one parcel where the combined length allows.

Tracking

You receive a tracking number by email when the carrier scans the parcel into its network, which is usually a few hours after we hand it over, not at the moment the label is printed. A number that shows no movement for the first day or two is normal. If tracking has not updated for seven consecutive days, email us and we will open an enquiry with the carrier.

Addresses

We ship to the address you enter at checkout, exactly as you enter it. Check it before you pay, including the apartment or unit number. If you spot a mistake, email info@dorsyniq.com immediately with your order number; if the parcel has not yet been handed over we can correct it. Once it has, we cannot. Parcels returned to us as undeliverable because of an incorrect or incomplete address are refunded less the original shipping charge.

We do not ship to freight forwarders, and we cannot be responsible for an order once a forwarder takes possession of it.

Duty, tax and customs

Orders shipped outside the United States may attract import duty, VAT, GST or a customs handling fee in the destination country. These are set by that country, are charged to the recipient by the carrier or customs authority, and are not included in the price you pay us. We cannot estimate them for you and we cannot mark a parcel as a gift or understate its value.

If a parcel is refused at customs or abandoned because the duty was not paid, it is treated as an undeliverable parcel: refunded when and if it reaches us, less the original shipping charge and any return carriage charged to us.

Countries we do not ship to

We ship worldwide with a small number of exceptions, which are countries subject to sanctions or where carriers do not offer a reliable service. If your country is not selectable at checkout, that is why.

Lost and damaged parcels

If your parcel arrives damaged, photograph the outer box before unpacking further and email us within 7 days of delivery. We replace the item.

A parcel is treated as lost if it has not arrived 20 business days after dispatch within the US, or 35 business days internationally, and tracking shows no delivery. Tell us and we will replace it or refund it, at your choice. Where tracking shows the parcel as delivered but you have not received it, we will open a carrier enquiry; please check with neighbours and any building reception first, as that resolves most of these.

Cuttings

Cuttings are sent free of charge by ordinary post and are not tracked. Allow 5 to 12 business days depending on where you are. Email info@dorsyniq.com with the cloth and colourway.