The rug arrived flattened out in the plastic sleeve with no cardboard roll to keep its shape. There were many kinks as a result that needed to be steam ironed with a wet towel to improve. I spent 3 hours on this process! The email correspondence I received from the manufacturer was very short and rude. They basically told me this is normal and to go through the iron process to fix it. This should be noted in the item description if this is the typical response. Needless to say, I don’t recommend this company or the product!