Frequently Asked Questions

RugsTown.com is a Woman-Owned family business that offers fine quality area rugs at an exceptional value. We strive to provide the best customer service and offer a user-friendly website that is continuously updated to implement more shopper-friendly features.

You can reach us by phone, email, or live chat. If it is after hours or even on weekends, and we aren’t available to answer, we WILL respond to your email or chat message within a few hours!

Our store address:

590 Indian Trail Rd. south

Indian Trail, NC 28079

ph. 704.814.9552

email: cs@rugstown.com

We offer free shipping on all orders shipped to the contiguous 48 states in the U.S.

We will ship to Alaska, Hawaii, and Canada, however; those destinations are not included in our free shipping promotion due to the high freight cost associated with these destinations.

You may contact us to receive a discounted shipping rate on these destinations.

RugsTown.com offers a 30-day return on all our rugs. We do not charge restocking fees.

Please, notify us with your return request within 14 days from the delivery date to ensure there is enough time to have the item back at the warehouse before the 30 days is over.

Return Shipping Cost

Please note that our return policy is among the most generous in the industry. The policy outlined below reflects the standard upheld by leading high-end online home furnishing retailers.

We provide free initial shipping and offer full refunds with no restocking fees, absorbing the original freight costs ourselves.

However, return shipping cost and handling is the customer’s responsibility unless the item arrived damaged or the wrong item was sent. In such cases, photo evidence must be submitted within 7 days of delivery to process a replacement claim.

If you receive an excessive return shipping quote from your preferred freight carrier, please contact our support team. We may be able to guide you toward a more cost-effective return shipping solution.

Please note, in case we have to pick up an item due to a fault from our end, the pick-up will only be accepted from the address we shipped the item to.

All items must be returned to the address provided by our return department. Only Items that were purchased from our local store can be returned to the same store.

Please click here to request a return or call us at 704-814-9552 to receive a return authorization number and instructions for shipping the item back to us.

Please provide one of the following with your return request: (Order number, First and Last name on the order, the phone number on the order).

For your return, you will be provided with a Return Authorization Number (RA#) and an email with complete instructions on where to ship your merchandise back.

Please note, that the returned rug must be rolled and not folded, and covered all in plastic for the return to be accepted.

Please note: unless the rug is damaged, or the wrong item is received, the buyer, is responsible for return shipping.

You are responsible for selecting a carrier that provides tracking, as well as the return shipping charges. Insurance is not required but is highly recommended in case the item gets lost by the freight. If the item we shipped arrived at our customer with damage, images of the issue are required to be sent to the claim department to process the pickup/replacement claim.

Please note, that our return policy excludes samples, custom-made rugs, clearance items, and opened rug pads.

Samples Return/Exchange

If the sample is not returnable, it can still be exchanged and credited for any rug priced at $299 or more. Please note that the return freight cost for the sample is the customer's responsibility.

Warranty

Please note, that the majority of our manufacturers offer a one-year (limited) warranty on their indoor rugs and 6 months on their outdoor rugs.

The warranty is valid for one year from the date of purchase. It covers manufacturing defects or issues that may arise during this time.

The warranty usually covers defects in materials and workmanship. This means that if the rug has a defect that is the result of how it was made or the materials used, the manufacturer will repair or replace the rug.

Exclusions: Please note, that normal wear and tear, damage caused by misuse or accidents, or damage from improper care and cleaning may not be covered.

Unfortunately, the manufacturers will not accept any claim warrant after one year for the indoor rugs and after 6 months for the outdoor rugs.

Warranty claims cannot be accepted if a repair is made by a third party without the authorization of the manufacturer.

At RugsTown.com, we have implemented measures created to secure your personal information from unauthorized access, use, change, and disclosure. All information you provide to us is stored on a secure server. Any payment transactions are encrypted using Secure Socket Layer, or SSL technology. The SSL encryption we utilize makes it extremely difficult for anyone to reach your information during our checkout process.

Additionally, we will give you the option of creating a password to further protect your information.

All personal information collected such as emails and phone numbers is never shared or sold to any third party, sites, or businesses.

Yes, If you have any problems placing your order online or would prefer to place your order over the phone, feel free to call us at 704-814-9552, or email us to set up a phone consultation.

Our customer service staff are ready to assist.

Items marked "IN STOCK" ship out within 2-4 business days and will take approximately an additional 3-5 business days for ground delivery.

Oversize rugs (some of the 8' x 11' sizes and larger) that require LTL freight can take up to 5 business days to ship out.

If you require any further information, feel free to contact our customer support at:

704-814-9552. email: cs@rugstown.com

Yes, we do offer a price match.

Please note, that a price match inquiry must be made before the purchase is accepted and can not be combined with any other promotional or sale prices currently being advertised at our store.

Item must be advertised and in stock.

Item must be identical to our item in brand and style number. Unfortunately, Price Match does not apply to factory seconds, off-quality, clearance, irregular, or discontinued products.

Price Matches as the result of pricing errors, human error, or typographical errors will be at Rugs Town's complete discretion.

Please note, that once the order is submitted, order cancelation is not always guaranteed.

We will always do our best to stop the shipment of your order once we receive your cancelation request, however, please know that cancellation is not always guaranteed as some of our manufacturers load the item to the freight truck ( for later pickup) within hours from receiving the order. In such a case, the order falls under our 30-day return policy. 

Custom-made rugs order cancelation request

Please note, that once the Custom-made order is submitted, we have only 24 hours to send our cancelation request before the production of the item is started.

Unfortunately, rugs marked as (Custom-made, Custom-size) are not returnable.Custom-made/sizes rugs are eligible for a replacement if there is damage or a defect from the manufacturer's end in which images of the issue are required to be attached to the claim.

When your order ships, we will email you a tracking number to track your order.  We typically ship through FedEx and UPS, but extra-large rugs may need to be shipped through a freight company.

To track your order status, scroll down to the bottom of this page and click on the link “My Account” under the "My Account" tab.

Unfortunately, any unauthorized return or unauthorized delivery refusal will be charged a 15% service fee plus the initial shipping cost to cover all freight cost.

If the packaging shows visible signs of damage, open the item immediately in front of the driver, and ask the driver to inspect the contents with you. Then write a precise description of the damage on both your copy and the freight carrier’s copy of the receipt.

If there were no signs of damage on the outside packaging, please open (OR HAVE SOMEONE OPEN) the item and notify us of any damage/defect within 7 business days of the delivery date.

Call or email us to let us know of the damage, and to let us know if you still have the item or if you refused delivery.

If you still have the rug, email us pics of the damage, and we will provide you with an RA# and instructions on the pickup and the replacement of your item.

If you feel like this merchandise is damaged beyond repair or was damaged by the freight company, this is the ONLY case in which the merchandise can be REFUSED after documenting the damage with the driver.

Roll your rug tightly to reduce shipping fees, and wrap it in plastic. Do not fold the rug (unless it was originally shipped folded and we provided the authorization to return it folded), staple, or tape any surfaces of the item or the rug itself.

Tape the plastic cover so the rug does not sustain damage in transit.

The returned item must be in new condition. If it is soiled or damaged, your return will be refused.

Returns that are received without an RA# or sent to an unauthorized return address may incur service fees or refused.

No returns will be accepted after the 30-day period from the delivery date. No exceptions.

Please allow up to 7 business days to process your credit in the original form of payment, after the returned merchandise is inspected and found to be received in “like-new” condition.

Unfortunately, we are currently not processing overseas shipments. Some of our rugs can be shipped to Canada.

Please contact us for a freight quote. * Please note that customs fees and Canada taxes are paid by the receiving party (customer) at the pickup time.

Yes, taxes and shipping are included with the listed price.

Email us at: cs@rugstown.com or call our customer service at 704-814-9552. We will be glad to answer any questions you have.