Return
Policy
Voluntary Returns for a Refund
- There is no restocking fee for a single item provided that:
- You fill out the online returns form within 3 days of receiving the rug. Please note: you simply have to fill out the returns form within 3 days. You do not have to send the rug back in 3 days. See below.
- Then the ball is in our court. We will email you a Return Authorization Number (RMA). We then schedule a UPS call tag pickup for the item, usually for the next business day. This process may take up to three business days (M-F).
- We will email you the day before the UPS pickup is scheduled. Your responsibility is to have the item properly wrapped and ready for UPS pickup, and to write the RMA number on the outside of the package.
- The cost of the UPS return shipping will be deducted from your refund.
- We issue a refund for the amount of the rug, less return ground shipping charges and restocking fees (if any). We do not refund overnight, 2nd Day Air or 3-Day shipping costs if that is how the item was shipped to you.
- If the item was delivered 3 or fewer days ago, there will be no restocking fee.
- If the item was delivered between 4 and 14 days ago, there will be a 25% restocking fee.
- After 14 days from delivery, no requests for voluntary returns for a refund are accepted.
- Any item that is refused or returned without the return authorization number listed will incur a 25% restocking fee.
- Any other return is approved solely at our discretion. If issued, there is a 25% restocking fee. Situations this includes:
- If you are beyond the time periods listed above.
- If you have ordered multiple items and are returning more than one, a 25% restocking fee applies to each item returned.
- If a return authorization form is not filled out and an item is refused or returned without notifying us in advance.
These policies also apply to rug pads, with the additional requirement that the packaging must be perfect, so that the item is suitable for resale.
Additionally, the following must be true for a voluntary return for a refund:
- The item is in the same new, perfect condition in which you received it. It must be free of any pet hair, dirt, etc.
- The rug must be shipped back in heavy plastic. If it splits open and becomes dirty during shipment, the warehouse will refuse it. The inner plastic that the rug may arrive in is not suitable for shipping.
- Duct or electrical tape must not be applied directly to any part of the rug.
Once the warehouse inspects your item, which may take up to one week in the case of the larger warehouses, a refund is issued to the original credit card account you used. We notify you by telephone or email when your refund is issued. It then takes a couple of days to appear on your credit card statement.
Returns -- If You Receive the Wrong Item or a Damaged Item
If the wrong rug is shipped, or the rug you receive has a manufacturing defect, please fill out the online returns form. We will arrange a call tag to have the rug picked up, at no charge to you, and we will also issue a replacement order for the correct rug. However, if you choose not to receive a replacement, you would then have to pay shipping back.
Please call us or email us if you have any questions.
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