FAQ

CHILLGEN offers rugs, personalized and custom rugs, and related products. Matching tapestries may also be available as optional add-ons with selected rug products.

Review the measurements on the product page and measure your intended space before ordering. Products are available in the sizes, shapes, and styles shown on that product page; another custom size is available only when it is expressly offered or confirmed by CHILLGEN.

Material details vary by rug style and collection. You can always check the product page for specific material and construction information.

We make reasonable efforts to display products accurately, but colors and appearance may vary slightly because of screen settings, device type, lighting, photography, texture, printing, and normal production variation. A minor variation is not normally a defect unless the product is materially different from the confirmed order.

Yes, when the product page offers customization. Depending on the product, available options may include names, text, dates, photographs, artwork, logos, colors, layouts, sizes, shapes, or styles.

When a Customize function is available, carefully review the displayed preview and every submitted detail before checkout, including spelling, punctuation, dates, images, size, shape, style, and quantity. CHILLGEN is not responsible for an error reproduced exactly as entered, uploaded, selected, or confirmed by the customer.

You must own submitted content or have permission to use it, and it must not violate copyright, trademark, privacy, publicity, or other legal rights. Do not submit sensitive information that is not required for the product. CHILLGEN may reject or cancel an order containing unlawful, harmful, misleading, offensive, or unauthorized content.

Follow the care, cleaning, storage, placement, and use instructions provided for your product. Damage caused by improper cleaning, washing, alteration, misuse, moisture, heat, chemicals, or other improper care is not normally covered.

Temporary creases can happen after shipping. They typically relax over time once the rug is laid flat and gently smoothed out.

Orders are processed within 4–7 business days before shipment. Personalized and custom orders may enter processing shortly after they are placed. Processing time is separate from shipping transit time and may take longer during high-volume periods or when order information needs clarification.

After processing and shipment, estimated delivery is 7–14 business days. Processing and delivery timeframes are estimates rather than guaranteed dates, and carrier operations, weather, address issues, seasonal volume, or other events outside our reasonable control may cause delays. See our Shipping Policy.

No. CHILLGEN currently ships only to eligible addresses within the United States. An order may be declined or cancelled when its shipping address cannot be serviced.

CHILLGEN currently provides free standard shipping for eligible orders delivered within the United States. Any exception or additional charge will be shown at checkout before payment.

Orders are shipped with YunExpress or Yanwen depending on the destination and available service, and a local provider may complete final delivery. After shipment, we send available tracking information to the email associated with the order. Tracking activity may take time to appear after the carrier receives the shipment information.

Contact Customer Support as soon as possible. An order may be cancelled or modified only if it has not yet entered processing, production, fulfillment, or shipment. Once processing has started, the request can no longer be guaranteed and may be declined.

An eligible standard, non-custom product may be requested for return within 30 days after recorded delivery. It must be unused, unwashed, uncut, unaltered, in its original condition, and returned with its original packaging, labels, and included components after prior authorization. Direct exchanges are not guaranteed. Custom, personalized, and made-to-order products are generally final sale after processing starts, except for an eligible CHILLGEN error or a remedy required by law. Read our Return and Refund Policy.

Contact support@chillgen.com promptly. Include your full name, order number, affected product, a clear description, photos of the full product and close-ups, and packaging and shipping-label photos when relevant. Keep the product and packaging while the request is reviewed, and do not return, wash, alter, or dispose of it unless Customer Support instructs you to do so.

Every physical return requires prior authorization. For an approved return caused by a CHILLGEN error, CHILLGEN covers reasonable return-shipping costs and does not charge a restocking fee. For another approved standard return, the customer pays return shipping, and any deduction or restocking fee is disclosed before authorization. Approved refunds are issued to the original payment method; the time they take to appear depends on the bank, card issuer, or payment provider.

Promotions may be limited to eligible products, dates, customers, or order amounts and may not be combined unless the promotion expressly says otherwise. Checkout shows the applicable discount and final order amount.

Shopify, payment providers, and financial institutions process payment-related information. CHILLGEN generally does not receive complete payment-card numbers. Review our Privacy Policy for more information.

Depending on how you use the store, we may process contact, order, transaction, account, customization, communication, device, and usage information to operate the store, process and fulfill orders, create customized products, provide support, improve services, prevent fraud, communicate with you, and meet legal obligations. See our Privacy Policy for full details.

Depending on where you live, you may be able to request access, correction, deletion, or a copy of personal information, or opt out of certain sale, sharing, or targeted-advertising uses. Contact support@chillgen.com, use the website’s Your Privacy Choices option where available, or use Shopify’s Privacy Portal for Shopify-related processing. To stop promotional emails, use the unsubscribe link in the message.

CHILLGEN is operated by CHILLGEN LLC, doing business as CHILLGEN. Email support@chillgen.com or call (714) 694-2686. Our business address is 1209 Mountain Road Pl NE, Ste R, Albuquerque, New Mexico 87110, United States. Inquiries may be submitted 24/7, and our support team typically responds within 1–2 business days.