30 Day Return Policy
We offers a 30 day return/exchange policy. If for any reason you are not satisfied with your purchase please notify us with in 14 days from the delivery date to ensure there is enough time to work on the return and have the rug back at the warehouse before the 30 days is over.
Rugs received after 30 days from date of delivery will be refused.
Please Email Us at firstname.lastname@example.org or call us at 704-814-9552 to receive a return authorization number and instructions for shipping the rug back to us. Return shipping charges are customer's responsibility.
Any promotional products were offered with the purchase must be returned unopened or the actual price of the item will be deducted from the refund.
Free Ground Shipping
RugsTown.com offers free shipping to the continental United States (this excludes Alaska, Hawaii, Puerto Rico and Canada) by UPS or FedEx Ground on all purchases $99 and up.*
Expedited services are available at the customer's expense. Expedited shipping will not be billed on the original invoice, these charges will be billed at a later date.
For overseas shipments, unfortunately, we are currently not shipping overseas.
*** Please, check your Junk/ Spam folder for all of your order email notifications.
You will be notified by email when your order has been placed and when it is shipped out. A tracking number for your shipment will be included in your email.
Most orders leave our warehouse within 3 business days and will take approximately 3-7 business days for ground delivery. Rugs that are on back order require an additional length of time. In the case of a back order, you will be notified by email or phone regarding the delay time.
Samples and Custom-made rugs (Labeled as custom made or made to order) and Custom-made runners or special sizes are non-returnable, unless there is a defect at arrival or wrong item was shipped in which case we will be glad to provide a replacement of the same item. Custom made rug orders are processed with 24 hours from receiving the order. Cancellation request of a custom made rug will not be accepted after 24 hours from submitting the order.
Need Help With Colors?
Please note that the exact detail may vary depending on the size of the rug and colors may vary based on your computer monitor's settings. If you are not sure of a rug's colors on your screen or you need help with colors, please email us or call us toll free: 704-814-9552 and we will be glad to try and assist you with the color details.
Requesting a Return
A Return Authorization Number (RA#) must be obtained from us before any rug can be returned or exchanged. Please call to obtain your RA# within 14 days to ensure your return will be accepted. Rugs returned without an RA# will be refused and sent back to the sender.
Shipping charges of a Returned items are the responsibility of the customer unless there was a defect in the item or we sent wrong item.
If your rug initially arrives damaged or dirty, contact us immediately by email or phone. We will be glad to arrange for its pickup and replacement at no charge.
Returning The Rug
Please, you must make your return request within 14 days from the date of delivery to be accepted. Rugs must be returned in their original condition, wrapped properly in plastic. Items will be inspected upon arrival and must be in new condition. If it is soiled or damaged it may be refused or incur a 20% service fee and shipping costs.
A- The RA# (return authorization number) must be visible on the outside of the package right under the return address.
B- You must provide us with the tracking number by email or phone so we can track the rug and issue a refund immediately upon receipt and inspection of the item.
Getting The Refund
After we have received and inspected the rug, your money will be refunded to you (Inspection of the rug may take 7-10 Business days). Please be aware it can take up to 3 weeks for a credit to appear on your statement.
Rug Pad Return
Pads are returnable if they are unopened. In the case of a returned rug that came with a free pad, the free unopened pad must also be returned for a full refund or the actual price of the item will be deducted from the refund.
Signing For The Delivery
If Signature was requested at the delivery time, then it is the customer's responsibility to be present at the time of delivery. If we ship an order to the correct address that has signature required status and no one was available to receive the order (or the package was refused), customer will be required to pay 15% of the total purchase price to cover the shipping and handling expense.
*Color and Size Disclaimer
Colors: Please note, the images we display have the most accurate color possible. However, due to differences in computer/device screen settings, colors may vary based on your screen settings. Please be advised that this is not considered a manufacturing defect.
Size and Pattern: Images shown reflect patterns on 5x8's and larger, some smaller sizes, rounds, runners, ovals may have similar but not exact patterns.
Please Note, Because of the way area rugs are made, some sizes may vary by 1” - 3” from the displayed dimensions. We do our best to provide accurate measurement, however, please be advised that some variation exists and this is not a manufacturing defect.
RugsTown.com has the right to cancel any order in the event a product was listed at the incorrect price due to a typographical error. Additionally, RugsTown.com reserves the right to refuse or cancel any order at its own discretion. Our store policies are subject to change without notice.
Customer Service: 704-814-9552
By placing an order with RugsTown.com you agree to the terms and conditions specified above.
Thank you for choosing Rugs Town!