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Frequently Asked Questions

Welcome to Rugs Town

Who we are?

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 weekends, and we aren’t available to answer, we WILL respond to your email or chat message within 24 hours!

Please call us if you have any questions about any of our discount area rugs or if you have seen a rug elsewhere and are looking for a price quote. Rugs Town is committed to offering its customers a Large Selection of Room Size Rugs and the best possible price.

Phone: 704-814-9552

Email: cs@rugstown.com

RugsTown.com Company Mission Statement

Taking the time and personally working one on one with each of our customers to meet their specific needs sets us apart from our competitors.

In a time when rushed impersonal service is the norm, we take pride in taking care of our customers.

Do you offer returns?

RugsTown.com offers a 30-Day return on all our rugs.

To initiate a return, click on the "Contact Us" link at the bottom of this page. Please provide your order number or the full name and phone number used on the order. You may also email us at: cs@rugstown.com.

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.

Please note: unless the rug is damaged, or the wrong item received, the buyer, is responsible for return shipping. if the item received with damage or defect, images of the issue are required to be sent to the claim department to process the pickup/replacement claim.

You are responsible for selecting a carrier who provides tracking, as well as the return shipping charges. Insurance is not required but is highly recommended in case the item got lost by the freight.

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

Is my payment transaction secure?

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.

Do you offer free shipping?

We offer free shipping on any order of $99 and up. Our free shipping is offered for the contiguous 48 states. We will ship to Alaska and Hawaii as well as US Territories, however; those two states are not included with our free shipping promotion.

You may contact us to receive a discounted shipping cost.

Can I order by phone?

Yes, If you have any problems placing your order online or would prefer placing 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.

How long will it take to receive my order?

Items marked "IN STOCK" ship out within 2-4 business days and will take approximately 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 few extra days in transit.

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

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

Do you offer price match?

Yes, we do offer a price match.

Please note, price match inquiry must be made before purchase to be 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.

Can I cancel my order?

Please note, once the order is submitted you have a small window of time (within 6 hours) to cancel it before it is being processed.

We will always do our best to stop the shipment of your order once we receive your cancelation request, however, please know that cancellation after 6 hours from placing the order is not guaranteed and it depends on how far in processing the order is and whether if the item has already been loaded to the freight shipping container or not.

How can I track the status of my order?

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, scroll down to the bottom of this page and click on the link “Order Status” under "My Account".

What if I refuse delivery?

Unfortunately, any unauthorized return or delivery refusal will be charged a 15% service fee and shipping costs.

What if my rug arrived with damage?

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.

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, we will provide you with an RA# and instruction 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.

If there were no signs of damage on the outside packaging, please open the item and notify us of any damage/defect within 3 days of the delivery date.

How to package my return?

Roll your rug tightly to reduce shipping fees, and wrap it in plastic. Do not fold, staple or tape any surfaces of the item or rug.

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 are shipped to the wrong address may incur additional freight costs and/or service fees.

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.

Do you ship internationally?

Unfortunately, we are currently not processing shipments to Canada or to overseas.

I have a question not listed here

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.

What are people saying about us

We're all moved in now - wanted to thank you for following up and getting my rugs to me before we moved out; great customer service! Lisa
I just received my rug and I am very pleased with the ease of purchasing on line and the great prices. I will definitely be back and will let friends know. Thanks Kathy
I received the rug today! It far exceeds my expectation. The quality and richness of color is far beyond what I expected. The gardenia and dogwood floral print is absolutely perfect for my seating area on my wrap-around porch in Alabama. I look forward to shopping with ya'll again.
The rugs are beautiful and go GREAT with our deck furniture. Finally we have our deck addition done with all the pieces in place. We cannot thank you enough for all your assistance and patience with us to help us find the right rugs for our screened deck. Sincerely, Mrs. Payton - birmingham

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