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Questions about your order, your machine, or working with us? Pick the fastest route below — we reply within 1 business day.

Questions about an existing order, delivery, returns, or refunds.

New to your machine? Step-by-step setup guides and video tutorials take you from unboxing to your first finished rug.

Help with setting up or operating your Craftphilia machine and software.

Changed your mind? See how our 14-day return window works, what's eligible, and how to request a return authorization.

Every Craftphilia machine is covered for 12 months — remote diagnosis, free replacement parts, and guided repairs, all at no cost.

Learn our free design software — import any image, preview your rug, and send it to your machine in a few clicks.

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We typically reply within 1 business day (Mon–Fri).