Have questions about other products?
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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 for any reason other than damage upon receipt. All team rugs are custom and 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 contact us via email at [email protected] 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.
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.
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.
We offer you the best possible price up front. There are no volume discounts available at the present time.
You can enter your code at the time of a check out and it will be applied to your purchase automatically.
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.
Normally, if the item has already shipped or is in the staging process, you can not cancel your order. However, if your item is backordered, we will contact you and you may cancel or modify your order.
Color, Quality, and Appearance Questions
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.
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.
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.
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.
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.
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.
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.
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.
- 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.
The following conditions are normal and would not be covered under a manufacturer’s warranty:
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.
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.
The manufacturer warranty is applied to original purchaser only and is not transferrable.
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.
Please check The Carpet and Rug Institute website for a list of approved vacuum cleaners: www.carpet-rug.org
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.
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.
For standard sized rugs we use UPS Ground or FedEx Home Delivery. For oversized or overweight items we will use a freight carrier.
Currently we are only able to ship within the continental USA.
Freight carriers will normally contact you directly to schedule an appointment. They will deliver the item to your curbside.
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
Your credit card is charged automatically at the time of order.
We accept American Express, Visa, MasterCard , Discover, and Paypal.