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Do you accept competitor coupons or match their prices?
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The rug I've ordered does not work for me. Can I return it?
Yes, we will accept returns in original, unused condition within 30 days of your delivery receipt of your item, except for custom, cut, or fabricated items which are not returnable. If you are not sure if an item is custom, please reach out to a customer service agent before ordering. All rug runners sold by the foot are custom cut and non-returnable. All team rugs are custom and not-returnable. Samples are not returnable. Upon receiving the rug back and our inspection, we will issue you a refund in a same form of payment it was purchased. Please note that color variants are not considered a defect with the item and color differences are not covered by a return label. If you refuse a delivery and the shipment is returned to sender, you will be responsible for the return postage charges. Refusing a shipment will delay your refund while we wait to receive the return charges from the shipper. If your refusal results in an area rug returning to a manufacturer you will also be responsible for a 25% restock fee. For all returns we ask that you contact our customer service team first to ensure a smooth transaction. Please contact us via email at firstname.lastname@example.org to request a Return Authorization number. Shipping (and related charges) your rug back is your responsibility. Return requests received after the 30-day period will not be accepted. Items showing visible usage, wear, staining, etc. will not qualify for a refund.
Please contact us via email at email@example.com to request a Return Authorization number. Shipping (and related charges) your rug back is your responsibility. Return requests received after the 30-day period will not be accepted. Items showing visible usage, wear, staining, etc. will not qualify for a refund.
How soon will I get my rug?
Rugs normally ship within 3-5 business days, and the normal turn-around time is 7-10 business days. Some holidays may extend shipping time by a day or two. We will advise you on any possible delays in shipping as we receive the information.
How do I know if my rug has shipped?
You will be emailed a confirmation of your order as soon as it is processed.
We will email you when your item is shipped and on its way. You can check the status of your order anytime via our website.
If I order multiple items, do I get a discount?
We offer you the best possible price up front. There are no volume discounts available at the present time.
How can I use an online coupon or promotional code?
You can enter your code at the time of a check out and it will be applied to your purchase automatically.
What do I do if I have a problem with my order?
If you have received a wrong item, or you rug has been damaged during shipping, please contact us immediately. We will do everything we can to correct your problem right away.
Can I cancel or change my order?
Normally, if the item has already shipped or is in the staging process, you can not cancel your order. However, if your item is back ordered, we will contact you and you may cancel or modify your order.
Color, Quality, and Appearance Questions
Will the colors displayed on your site match the actual rug colors?
The color on your screen may vary slightly depending on your monitor settings.
We display the most accurate quality images provided directly from the manufacturers.
Will my rug look the same at home as on the screen?
The images provided on our website are usually photographed in studio conditions with professional lighting to represent true color. The appearance of your rug may vary slightly at home depending on your environment and natural or artificial sources of light. Please note that there are also size variations to produce area rugs and runners. Most pieces have a variance of +/- 3%. Any rug or runner within this sizing is considered accurate and within sizing guidelines.
If I order multiple rugs, will the colors match?
Most machine-made rugs are mass produced and are very color-consistent. The yarns are dyed in huge quantities controlled by computer and dye lot variations are uncommon. Usually, when ordered at the same time, machine made rugs would match.
Hand made rugs are produced in more artisan conditions and are subject to a subtle dye lot variations.
Why do some of the rugs on your site that look very similar have a big price difference?
There are many variables in the production of rugs. There are different fibers used, as well as different weaving techniques. Also, more expensive products are normally woven with premium yarns, are more dense and require more yarn and loom time. Generally speaking, the price difference reflects the difference in quality, appearance and longevity of the rug.
Can you send me a color swatch before I buy the rug?
We do not offer a swatch program at this time. A small sample very rarely can give you the feel and detail of a full size rug. For custom cut runners, we suggest a purchase of 1 foot if color is of the utmost importance, which will be credited toward your final order.
The wool rug I got is shedding. Is it defective?
Initial shedding is normal for many types of wool rugs. It will diminish usually within 1 to 3 months depending on the rug. Vacuum regularly (suction attachment only, no beater bar!) and shedding will decrease over time.
Do you offer any warranties on your rugs?
Our company supports all manufacturer warranties and guarantees. All products sold are 1st quality (unless noted at the time of sale). Each rug comes with a one year warranty against manufacturing defects from the date of purchase. If you have a problem with your purchase, we will mitigate with the manufacturer on your behalf. The manufacturer will decide, at their discretion, the course of action necessary to correct the problem. They will typically repair or replace a defective product without any additional charges to the consumer. These warranties give a consumer specific rights, which may vary from state to state and your jurisdiction. Please note that there are also size variations to produce area rugs and runners. Most pieces have a variance of +/- 3%. Any rug or runner within this sizing is considered accurate and within sizing guidelines.
Are there any exclusions or limitations to the warranties?
Any manufacturer’s warranties do not cover normal wear and tear. The product should be used as intended indoors (unless specified as Indoor-Outdoor) in normal temperature and humidity range. Any mechanical damage to the rug is not covered, including, but not limited to: tears, burns, water and any other liquid damage, cuts or pulls, discoloration of pile due to direct sunlight.
What is NOT covered by the warranty?
The following conditions are normal and would not be covered under a manufacturer’s warranty:
- Color change due to exposure to direct sunlight, heat, pet urine and chemicals.
- Mechanical damage, cuts, burns, and pulls caused by pets, furniture, or vacuum cleaners with the beater bar.
- Dye lot variations in hand-made rugs.
- Crush marks due to shipping, which will disappear in time.
- Improper cleaning, use of bleach and aggressive chemicals for stain removal.
- Use of rugs in areas other than as intended. For example, use of non-outdoor rug under elements or open porch area.
- Damage caused by pets.
- Edging of the rugs incuding serging, binding and fringe.
- Pile crushing or matting in traffic pattern areas.
What do I need to do for the warranty to apply?
Use the rug as directed in intended applications only. Follow the label on the rug for specific care instructions. Vacuum your rug regularly with a CRI-approved vacuum without beater bar. Rotate rug semi-annually for even wear, especially if you have a traffic pattern in the room. Remove spots and stains immediately. Follow cleaning instructions for specific fibers to remove stains and spots. You must have a proper underlayment (pad) under the rug for the warranty to apply.
What are the liability limitations?
The liability is limited to repair and/or replacement of originally purchased product and shall not exceed the amount of original invoice. We cannot be responsible for property loss or damage, bodily injury or any incidental costs associated with your claim.
Is my warranty transferrable?
The manufacturer warranty is applied to original purchaser only and is not transferrable.
Is shedding normal for my rug?
There are a many different fibers used in the manufacturing of rugs. Some of these fibers are a staple filament and would naturally shed. These fibers are Wool, Viscose, Jute, Hemp, Sisal, some variations of Polyester, Silk and others. Initial shedding of many wool rugs is normal and not a defect. Vacuum regularly and shedding will diminish over time. It is a natural characteristic of fiber.
What kind of vacuum cleaner should I use for my warranty to apply?
Please check The Carpet and Rug Institute website for a list of approved vacuum cleaners:
How long will it take to get my order?
We deal only with the most reputable companies in the industry. Typically, your order will be shipped within 2-7 business days (excluding weekends and holidays). We will notify you in a timely fashion of any delays to your order. **Please note that due to the increased volume of online shopping from the global COVID-19 pandemic UPS and FedEx are experiencing delays with shipping timelines. In some cases orders are delivering in 10-14 business days.**
What do you charge for shipping?
Our standard ground shipping is free to the continental USA. However, if you require overnight or express delivery, we will quote you the difference in cost upon request.
Carpet, Vinyl, Tile, Hardwood, LVT, and Laminate:
No charge if picked up at any of our store locations. If you want your tile purchase shipped to your home or job site, please contact us for a discounted freight quote. Please be advised most freight carriers will not deliver your items inside your home or garage, they will drop your order curbside and you will be responsible for getting it the rest of the way.
For more information about our policies on our other flooring products, click here.
What shipping method do you use?
For standard sized rugs we use UPS Ground or FedEx Home Delivery. For oversized or overweight items we will use a freight carrier.
Do you ship internationally?
Currently we are only able to ship within the continental USA.
My oversized rug is being shipped via freight carrier. How will they deliver it?
Freight carriers will normally contact you directly to schedule an appointment. They will deliver the item to your curbside.
Can I refuse the delivery?
You may refuse delivery if the item you ordered has been damaged in transit. If you refuse your order for other reasons, you may be charged a 25% restocking fee.
Billing and Payment Questions
When will my credit card be charged?
Your credit card is charged automatically at the time of order.
What type of payments do you accept?
We accept American Express, Visa, MasterCard , Discover, and Paypal.
Do I have to pay sales tax?
Taxes are not charged on orders except in California,New Jersey,Pennsylvania and South Carolina. Tax amounts charged are local taxes for your residential area. PA residents are charged 6% sales tax, Philadelphia residents (if shipped within city limits) are charged 8%