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Terms & Conditions


30-Day Return Policy

We offer a 30-day return/exchange policy. We do not charge restocking fees. If for any reason you are not satisfied with your purchase please notify us 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.

Items delivered with damage must be reported to us within 7 business days from the delivery date for the damage claim to be accepted as this is the window time allowed to file any damage claim.

RUGS MUST BE OPENED AND INSPECTED BY SOMEONE WITHIN 7 BUSINESS DAYS FROM THE DELIVERY DAY.

Return shipping charges are the customer's responsibility unless the item was received with damage or we sent the wrong item. In such a case, images of the issue are needed to process the return claim. 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.

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 note, that the returned rug must be rolled and covered in plastic for the return to be accepted. Rugs received after 30 days from the date of delivery will be refused.

Any promotional products offered with the purchase must be returned unopened or the actual price of the item will be deducted from the refund.


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.

The warranty 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 warranty 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.


Strike-Through Pricing and Coupon Savings

Items on Rugstown.com may display strike-through pricing, coupons, or saving information on the product page.

The strike-through Pricing is the suggested retail price of a new product as provided by a manufacturer, supplier, or Rugstown.com.


Order Cancelation Requests

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.


Free Ground Shipping

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.

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.

To receive an Expedited shipping quote, click here and provide the product SKU number and the ship to address. SKU # can be found on the product page.

For overseas shipments, unfortunately, we are currently not shipping overseas.


Shipping Notification

*** 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.


Delivery Time

Most orders leave our warehouse within 2-4 business days and will take approximately 3-5 business days for ground delivery.

Oversize rugs that require LTL freight can take a few extra days in transit.

Rugs that are on backorder require an additional length of time. In the case of a backorder, you will be notified by email or phone regarding the delay time.


Non-Returnable

Samples, Custom-made rugs (Labeled as custom-made or made to order), opened rug pads, and Custom-made runners or special sizes are non-returnable unless there is a defect at arrival or the 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 within 24 hours of receiving the order. Cancellation requests for a custom-made rug will not be accepted after 24 hours of submitting the order.


Samples Return/Exchange

Samples can be returned if exchanged with any larger rug priced at $299 and up. Samples return freight is the customer's responsibility.

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.

If your rug initially arrives damaged or dirty, please, have the driver document the damage and give you a copy of the document. The damage document is needed for us to open a claim for the damage. Please contact us immediately by email or phone. We will be glad to assist you with the 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, and 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 a 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 the signature required status and no one is available to receive the order (or the package was refused), the 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, that 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 5'x8' and larger, some smaller sizes, rounds, runners, and ovals may have similar but not exact patterns or color intensity.

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 measurements, 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 is 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!


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