FAQ
1) Shipping & Payment
How much is shipping? Is there a condition for free shipping?
A. Shipping per order is 730 JPY (tax included); Hokkaido and Okinawa are 1,000 JPY (tax included).
Orders of 15,000 JPY (tax included) or more qualify for free shipping (for Hokkaido and Okinawa, free shipping applies for orders of 20,000 JPY (tax included) or more).
When will my order ship? How long will it take to arrive?
A. Shipping guideline is as follows:
- Orders placed by 9:00 a.m.: shipped the same day
- Thursday: no shipments (will ship from the next day onward)
Normally we ship within 1–2 business days, and after shipping, delivery typically takes around 1–2 days (may vary depending on region, traffic conditions, peak seasons, etc.).
Which shipping carrier do you use? Is there a tracking number?
A. Shipping is mainly via Sagawa Express, but depending on the contents and region, Japan Post / Yamato Transport may be used (as a rule, carriers cannot be selected).
All shipments come with a tracking number.
Can I choose a preferred delivery date/time? How can I receive it as soon as possible?
A. You can specify a preferred delivery date/time, but if you do, it will be excluded from same-day shipping.
If you want the earliest possible arrival, we recommend not specifying a date/time.
What happens if I entered the wrong address / my package is returned due to long absence?
A. If reshipping is necessary due to customer reasons such as long absence or an incorrect address, the reshipping fee will be borne by the customer.
Please be sure to check your shipping address before placing your order.
What payment methods are available? / Can I get a receipt?
A. We accept credit cards (Visa / Mastercard / JCB / Amex) as well as Apple Pay / Google Pay / Shop Pay, etc.
You can download a receipt from the notification email you receive at the time of shipment. You can also change the addressee name (if you have a member account, you can also check past receipts from My Page).
Can I cancel or change my order after placing it?
A. Unfortunately, we do not accept returns or exchanges for reasons of customer convenience (such as the product being different from what you expected, ordering the wrong item, or no longer needed).
Please carefully check the order details (product, quantity, address, etc.) before proceeding.
Thank you for your understanding and cooperation.
Can additional orders (if placed separately) be shipped together?
A. If you place an additional order after your order has been confirmed, each order will be treated as a separate order and shipping charges will be incurred for each order .
Even if you request to have items shipped together, we may not be able to accommodate your request depending on the timing and warehouse conditions .
2) Returns, Defects, Warranty & Repair
Do the products I purchase come with a warranty?
A. Yes, there is a warranty.
For defects within 30 days after all products arrive, we will confirm the situation and handle it by replacing the product.
If you feel there is a problem with the product, please contact us with the following:
- Order number
- Name
- Product name in question
- Photos showing the damaged/defective part (video if possible)
- Photos showing the outer box and packaging condition (helps speed up confirmation)
As a rule, replacement for damage/defects is within 30 days after product arrival.
What if an item is missing or the contents are incorrect (missing item / wrong item received)?
A. We apologize for the inconvenience. After confirmation, we will send the correct item or handle it as an exchange.
Please contact us with the following:
- Order number
- Name
- Name of the missing item / name of the incorrect item
- Photos of what arrived (a photo showing the overall contents helps things go smoothly)
Can I return or exchange due to my own reasons (e.g., “different from what I expected,” “ordered by mistake”)?
A. We are sorry, but we do not accept returns or exchanges for customer convenience (e.g., different from expected / ordered by mistake / no longer needed, etc.).
Before placing your order, please check the specifications, compatible models, size, and notes on the product page. If you are unsure, we recommend contacting us before purchasing.
Does a dent/scrape/small scratch on the outer box count as a defective product?
A. If there is only damage to the outer box (package) and there is no problem with the function of the product itself, it is not considered a defective product.
However, if there is a possibility it may affect the main unit, please consult us with photos.
Is there a warranty for tufting guns? What is covered?
A. Tufting guns purchased at RUGMATAG have a 90-day warranty period from the purchase date.
In the case of natural failure, one maintenance service is free (round-trip shipping cost is borne by the customer). In the case of initial defects, we will guide you such as by replacement, depending on the situation.
Please contact us via official LINE or contact@rugmatag.com.
How do I request a repair? How long does it take? (What about secondhand items?)
A. Please contact us via official LINE or email.
Please send purchaser information, defect details, photos/videos, yarn used, etc.
Estimated repair time is around 2 weeks to 1 month; long repairs may take 1 to 2 months (varies depending on the situation).
For repair fees, please see the blog below.
“About tufting gun warranty and repair”
Also, RUGMATAG products purchased secondhand on flea market sites, etc. are not covered by warranty, but we can discuss paid repairs. For products purchased outside of RUGMATAG, please contact the seller.
3) For Beginners
What is Tufting?
What can you create with tufting?
A. Floor rugs, chair mats, wall art, decorations for furniture such as chairs, tufted mirrors, and places to put small items.
It can be used for a variety of purposes depending on your imagination.
Rugs for home decor, gifts for loved ones, or for sale.
I want to start home tufting
A. Many people start tufting at home after purchasing the starter set and watching the exclusive instructional video.
If you would like to learn thoroughly before starting, we recommend taking the starter course and then purchasing a starter set at the store.
You can customize your starter set exclusively in-store.
It's even more reassuring if you first take a course on making a mini rug, chair rug, or original rug to see if you can do it.
What should a beginner prepare? (I want to get started as quickly as possible)
A. First, you will need a tufting gun, base fabric (tufting cloth), frame, yarn, and finishing materials such as lining and adhesive.
If you are a beginner, you may easily get stuck because you forgot to buy something or the equipment and materials don't match, so it's a good idea to start with the RUGMATAG starter set, which includes the basics.
We also provide support after purchase (LINE consultation is recommended).
Is there anything else I need besides the starter set?
A. Items you need to prepare yourself
- Tufting frame (reference blog for making your own: How to make a frame )
- Pens for drawing designs on fabric (such as paper marker pens)
Finishing scissors
- Plastic spatula for applying adhesive
It's useful to have!
If using a stirring adhesive, use a large bowl and a hand mixer or stand mixer.
A projector to transfer the design onto the fabric (if you're not drawing it freehand)
How much workspace do you need?
A. In addition to the frame size, you will need room to move around and space to store materials.
Furthermore, if you are projecting a design using a projector, the more space you have in mind when considering the projection distance, the easier it will be to work.
4) How to choose and use a tufting gun
What is the difference between AK-1 (Cut) and AK-2 (Loop)? Which one is recommended?
A. The texture of the finished product will change.
- AK-1 (cut): Fluffy, "rug-like" texture
- AK-2 (loop): Clear contours and smooth texture
If you're unsure, we recommend starting with the cut type (AK-1), which is easy to use to create a typical fluffy rug.
For more information, please see the blog below.
I want to change the tufting gun's bristle length.
A. We do not recommend changing the pile length of the tufting gun AK-1 or AK-DUO Custom from the default settings as this may cause problems.
The AK-2 allows you to adjust the pile length by about 5mm.
Which is better, 10mm or 16mm (pile length)? What if I want even longer pile?
A. If you're unsure, we recommend 16mm. It's easy to trim and shorten the length later with clippers.
The starter set has a pile length of 16mm, so we recommend choosing 10mm for your second brush.
If you want to create an even more three-dimensional effect, please also consider the AK-DUO Custom model 30mm/45mm (for intermediate and advanced users).
Is the tufting gun loud? Can I use it in an apartment building?
A. The tufting gun itself makes about the same noise as a vacuum cleaner, so most people don't mind using it during the day. However, depending on the environment, the noise and vibrations can be a concern.
As a countermeasure,
- Work during the day
- Place an anti-vibration mat on the desk where the frame is installed.
- Secure the frame firmly
The sensation will change depending on the size, etc. If you are worried, we recommend starting with a smaller piece.
What maintenance should I do? How often?
A. The basics are "hair removal (cleaning)" and "appropriate amount of oil."
Recommended maintenance frequency: Light cleaning after each use (removing hair)
・Regularly: Apply an appropriate amount of oil
Lack of maintenance can easily lead to malfunctions, so please be sure to take care of it regularly.
5) How to choose yarn and materials
Can I use commercially available craft yarn?
A. Most products made from 100% acrylic or wool yarn can be woven, but depending on the thickness, twist and material of the yarn, it may be prone to breaking, clogging or not being able to be woven.
If you are a beginner, we recommend starting with yarns sold by RUGMATAG, which have been tested for compatibility with tufting.
*Please note that problems that occur when using yarn from other manufacturers are not covered by the tufting gun warranty.
What yarn do you recommend for tufting?
A. For beginners, we recommend starting with yarn that has been confirmed to be suitable for tufting.
This is because depending on the material, twist, and thickness of the yarn, the thread may not break or may become clogged.
For example, a home tufting gun often cannot cut cotton yarn.
Even though it says it's yarn for tufting, we have seen cases where it won't cut due to incompatibility with the gun.
We recommend purchasing a small amount first to check compatibility.
All of the yarns sold by RUGMATAG are compatible with tufting guns and are unlikely to cause malfunctions, so you can use them with confidence.
How many strands of yarn should be woven in at the same time? (How many strands of yarn should be woven in?)
A. The answer depends on the type of yarn and the desired density.
As a guideline, there is an appropriate number of strands depending on the thickness, material, and twist of the yarn.
The best way to avoid failure is to first test the number of strokes recommended by RUGMATAG, then check the results and make fine adjustments.
For more information, please see the blog below.
How many strands of yarn should I use for tufting? Can I use just one strand?
If I purchase more of the same color, will the color be exactly the same?
A. Depending on the production period, there may be differences in color even for the same color.
For projects that require strict color matching, please calculate the required amount before production and consult with us separately.
6) About the workshop
I'm clumsy, but is that okay? Can I participate alone? What do I need?
A. Don't worry, we will teach you carefully at the beginning and give you time to practice. If you are worried, we recommend the Mini Rug or Chair Rug course.
Half of our guests are solo visitors, but we can also accommodate reservations for up to four people for private use.
From what age can children participate?
A. We recommend that you start from junior high school, but older elementary school students can also participate if they have the physical strength.
We recommend taking the Mini Rug/Chair Rug course.
First, please contact us via our official LINE or email.
Parents are generally required to participate when children are participating (each child is limited to making one piece).
Is it possible to rent the entire facility?
A. Yes, it is possible.
Each course requires a minimum of four participants to reserve the entire venue. For groups of four or more, we are happy to discuss reservation dates. (Maximum six people)
Can I take photos or videos?
Photography is permitted throughout the store.
We also offer free rental of smartphone camera stands for customers to take photos of their work.
*Please be considerate when taking photos so as not to disturb other customers.
*Please refrain from filming the explanation part of the original rug and mini rug workshop for hammering practice or the starting course.
Can I take my work home on the day?
Your finished product will be given a final finishing touch by our designated staff to ensure it will last a long time, and will then be delivered to you by mail. Delivery will take approximately two weeks.
The timing of take-home for the Home Tufting Start Course varies between the 1-day and 2-day courses, so please check the details page for each course for more information.
7) Physical store | Kitahorie, Osaka
Where is the physical store located? Is there parking?
A. Tufting shop & studio RUGMATAG
Space One Building 2F, 4-6-17 Kitahorie, Nishi-ku, Osaka
Business hours | 13:00-18:00
Closed | Thursdays *There may be temporary closures. Please check Google Maps for the latest business hours.
There is no dedicated car or bicycle parking area. Please use the nearby paid parking lots (several available) and bicycle parking areas.
Do you have a phone number?
A. Sorry, we do not accept inquiries by phone.
Please contact us by email or official LINE.
Are there any RUGMATAG locations other than Kitahorie, Osaka?
A.RUGMATAG is only available at the Kitahorie store in Osaka.
Please be careful not to confuse this with other stores.
8) Corporate, large-scale, wholesale, OEM
Can you issue estimates, invoices, and receipts?
A. Yes, it is possible.
Please contact us by email or official LINE.
I would like to purchase in bulk, but are there any wholesale or discount options?
RUGMATAG sells tufting-related products wholesale to individuals and corporations who run tufting workshops in Japan.
Whether you are looking to open a workshop studio or are already operating but are having trouble sourcing supplies, please feel free to contact us.
Is mass production/OEM of rugs possible?
A.RUGMATAG has partnerships with several rug factories in Japan, and can support OEM and original rug manufacturing with reliable Japanese technology and quality.
For more information, please see the page below and contact us.
I would like a special one-piece rug made.
A. If you have decided on the size and design you want, please contact us via LINE or email. *Current delivery time is 4 months.
Click here to contact LINE official
You can also contact us via LINE by adding RUGMATAG's official LINE account as a friend.
*If you add our official LINE account as a friend, we will send you information about workshops, products, and tufting.
