Return Policy / Return Authorization Request



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We stand behind every product we sell. If you are not 100% satisfied with your purchase, return it within 30 days and we will refund the purchase price, exchange it or give you store credit whichever you prefer. Personalized, custom-made, opened rug pads and sample items are unfortunately non-returnable unless there is damage or a defect in which case we will be happy to provide a replacement of the item you ordered.

returns

 

Two-Step Return 

1. To return an item you first need a Return Authorization Number. To receive your Return Authorization Number please fill the form below.

 

2. Once you receive your Return Authorization Number (usually in 24 to 48 hours), you must attach it to the item wrapped in its original packaging (or equivalent) and use a traceable courier of your choice (UPS, FedEx, etc.) and email us the Tracking Number(s).  If returning Tracking Numbers are not emailed to us within 5 days from the date which RA numbers were issued, there will be a 10% re-stocking/processing fee deducted from your refund.


Please note: Unless the rug(s) sent to you is wrong item or defective, you are responsible for shipping costs back to our warehouse or manufacturer. If you refuse replacement for defective or wrong item, you are responsible for shipping back charges. We do not accept items that have been damaged or soiled. A 20% deduction may apply if the rug seems used. All returning packages must be shipped prior 30 days from the invoice date or will be rejected and returned to sender.

Items returned without a Return Authorization Number will be refused at the warehouse and sent back to the sender.

You have 5 days to return the rugs after receiving the RA numbers, failure to do so will result in 10% restocking fee.

 

IMPORTANT: We highly recommend insuring your return shipment for its full purchase price in case of loss or damage in transit back to us.  We can not be responsible for damaged or lost parcels being returned to us.  You are responsible for filing claims with the courier you use in case of loss or damage.

 

Rug pads that have been opened may not be returned for credit. If you received free rug pads, the price of pad will be deducted from your refund if opened.

 

Refused Shipments: If you refuse a shipment for reasons other than visible damage to packaging, you are responsible for all freight charges (to and back) and a 10% service fee may apply.

 

Unclaimed or Undeliverable packages: If a package is returned as undeliverable/unclaimed, it is the customer's responsibility to pay for all shipping charges (both ways) including any addministrative fees (shipping charges will be deducted from customer's refund).

 

 

Damaged or Defective Items

You must inspect the packaging in the presence of the delivery person before accepting goods. If goods are damaged, you must declare the damage in writing on the shipping documentation before signing for them. Shipping companies will not accept any damage claims after goods are signed for.

If you see any damage after you have opened the package, please contact us for a replacement. All claims for damage or defects must be reported to us within 24 business hours after delivery.

 

 

 

Return Authorization Request
required information = Required

Contact Information
Order Information
  1. Select the type of return you are requesting.
Reason for Return

Validation Code
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Testimonials

Awesome

Ordered on late Monday night and received the rug a week later. Great customer service. Rugs arrived in great condition and are more beautiful than...
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