FAQ'S
General
Where are you located?
Los Angeles, California.
Where are your products manufactured?
We work with Nomadory, based in San Francisco, to have our rugs manufactured in India in small quantities by artisans and craftspeople. Currently, our rugs are made by a third generation family-owned business in Bhadohi.
How big is your company?
We have two full time teammates, and two part time teammates. Please be patient with us as we run two businesses. ;)
Buy Back Program, what's that?
Here at Work in progress, we believe in circular sustainable design. This means that you can sell back your used Work in progress product(s) after you've owned it for 2 or more years. We will review the condition of your product upon return. We can issue you a store credit. We'll do our best to re-sell items in good condition while others will be recycled into something new.
Can you do custom orders?
We are happy to customize dimensions and/or colors for wholesale and trade partners, please contact our partners at Denvir Enterprises. (hey@denvirenterprises.com)
Trade
I'm an interior designer, who can I speak with about your trade program?
Please email the fabulous team at Denvir Enterprises (hey@denvirenterprises.com) with any inquiries or for trade pricing.
Orders
How do I place an order?
You’re in the right place! You can place an order online through our website.
Can I change or cancel my order?
Yes, as long as the order has not been shipped, it can be modified or canceled. Get in touch with us at team@w-i-p.la.
Pre-Orders
What is a pre-order?
A pre-order is an item made to order as part of a small batch. The catch: your item won’t be shipped until after it’s been made. The plus side: there’s no overproduction, which means a reduction in waste. If you’ve placed a pre-order, Captain Planet thanks you.
Shipping and Delivery
Where do you ship?
Right now, the continental United States for free and Canada. If you live outside of those regions, please reach out to us directly at team@w-i-p.la, we're happy to coordinate shipping elsewhere.
What are the shipping costs?
We currently offer free shipping in the continental US and $40 flat rate shipping to Canada.
Where is my order shipping from?
Los Angeles, California.
Can I pick up my order locally?
We are working on it! We’d like to add this option in the near future, so stay tuned...
Can you ship to a P.O. box?
Unfortunately, we cannot ship to a P.O. box at this time. We apologize for any inconvenience.
What if my tracking information shows that my package has been delivered, but I did not receive it?
Once your package leaves work in progress HQ until it is delivered, all liability lies with UPS. Missing or stolen packages claims must be filed by the customer with UPS here. After the order is delivered, it becomes the customer’s responsibility. Work in progress cannot provide refunds for lost or stolen packages.
How can I track my order?
You will be sent an automated tracking link as soon as your order goes out. For orders placed on pre-sale, we will keep you up to date with the timeline.
What carriers do you use?
UPS and USPS.
How long does shipping take?
5-7 days.
When will my order be delivered?
Once your order has shipped you will automatically be sent tracking information. *Please note that it may take a few hours for tracking information to appear.
Payments
How do I pay for my order?
You can pay online! Pay with a debit card or credit card from any of the major card holders/banks, or through PayPal.
Returns and Exchanges
How do I make a return?
It didn’t work out? Bummer! You can return your purchase by emailing us at team@w-i-p.la within 14 days of receipt. Product(s) must be returned unused and undamaged in original packaging in order to receive a full refund. Once received by the Work in progress team, it/they will be inspected before a refund is issued.
Where do I need to return the products?
You can ship returns to us in Los Angeles. Once you’ve contacted team@w-i-p.la, we’ll provide a shipping label. All product(s) must be returned in new and in original packaging.
Do you offer exchanges?
We don’t currently offer exchanges, but you can return your order for a refund, and then place a new order.
When will I be reimbursed?
Once your return has been processed, a refund will be issued via your original payment method within one week. Please note that it may take a few days for your refund to appear in your account.
Warranty and Claims
Is there a warranty?
Work in progress offers a 1 year warranty on all of it’s rugs. This warranty covers manufacturing defects. WIP rugs are handwoven and made from natural materials, so some wear and tear is to be expected. This also means that each rug is unique and will look slightly different than the next.
What is the claim process?
If you have an issue with your order, please contact team@w-i-p.la. We will respond to your email within 24-48 hours. Please be sure to hold on to any documents and packaging that you receive.
Discounts + Sales
Do you offer discounts?
From time to time we do offer discounts. The best way to stay in the know is to sign up to receive our newsletter. They’re fun — we promise.
Care + Maintenance
How do I care for my new rug?
Your rug is handwoven and made of 100% mid-weight cotton. Because it is made of natural materials, you can expect some wear and tear over time. To care for your rug, we recommend using an eco-friendly cleaner, and to spot clean as necessary. Your rug can also be dry cleaned.