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What is your returns policy?
Click here for our returns policy.
What is your privacy policy?
We protect your privacy. We do not divulge your information to other companies or other divisions within our company. Click here for more information.
Are you a member of the Better Business Bureau?
Yes. addarug.com is a website is owned and operated by NetChannel, Inc., based in Albuquerque, New Mexico, USA. We were founded in 1996.
Please click lick the BBB logo for our BBB report.
Do you have a feedback history on eBay?
Yes. Click here for our eBay feedback.
How much will shipping and sales tax cost?
Shipping is free in the continental US. Sales tax is free unless we are shipping to the state of New Mexico, where local sales tax applies.
What are my payment options?
We accept Visa, MasterCard, American Express & Discover Card. We do charge your account within one business day of receiving your order.
How will the charges appear on my card?
The charges on your credit card statement appear under the name of NetChannel addarug.com.
How do I correct an error on my order?
If you've made an error on your order (an address typo, put the wrong items in your shopping cart, etc.) just give us a call at 1-888-843-8282 x 1 and we will correct the error for you. Make sure to call us right away after the order has been placed. If your order has already shipped we may not be able to make the correction.
How do I cancel an order?
To cancel an order, you must contact our customer service department. Either email us at info@addarug.com or call us toll-free at 1-888-843-8282 x1. We cannot cancel your order once it has been shipped, but you have the option of going through the returns process and then refusing the item.
When will I receive my order?
Each item on our site lists an order processing time. It appears below the price list for each item. We email you a tracking number when your order has shipped. No orders are shipped on Saturday, Sunday and holidays. No deliveries are made on Saturday, Sunday and holidays.
May I ship to an address other than my billing address?
Yes. However, we want to protect your safety and security, and we need to be able to verify the alternative shipping address to process your order. If you wish to use the alternative shipping address, it must be listed with your credit card company.
- If the shipping address is already on file with them, please call us toll-free at 888-843-8282 during office hours with your credit card number and expiration date. We'll then verify the address with your credit card company.
- If the shipping address is not on file yet, and you have already placed an order, please phone the 800 number on the back of your credit card. Tell them the amount of your purchase from addarug NetChannel and that you want to authorize the shipment to the shipping address you gave us.
- Then call us back toll-free at 888-843-8282 with your credit card number and expiration date. We'll verify the shipping address with your credit card company.
If the issuing bank on your card does not allow shipping to an alternate address, the order must be shipped to the billing address.
Why do we ask you to do this? Because your credit card company will not reimburse us if you do not receive an item that was shipped to an address other than the address they have on file. It is also a form of protection for you if for some reason you do not receive the item you ordered.
What is your method of delivery?
Most products ship UPS Ground, unless expedited shipping is requested and paid for in advance. Very large items usually ship UPS Freight.
The lead time for in stock items is listed on our website. Lead time occasionally varies during annual inventory or holidays. Please feel free to call or email us for a more specific estimate.
If an item is not in stock, we do our best to give you an accurate estimate of the arrival date. However, any date for backordered rugs may change. Shipping delays and increased security regulations sometimes make it difficult to predict lead times accurately.
Once your order has been shipped, a tracking number will be emailed to you.
DO NOT OPEN IF THE PACKAGE IS DAMAGED. Inspect the outer packaging for any damage by rolling the rug over prior to the delivery driver leaving. Even if the driver has left, please do not open a damaged package. Phone us at 888-843-8282 x1 and we will call the carrier for a claim and enter a replacement order for you.
Where do you ship?
We ship most items to street addresses within the US, including Alaska and Hawaii. Exceptions are area rugs that are 9’x12’ or larger, and large rug pad rolls. These large items must be shipped via a freight carrier within the continental US only.
What if I live in Alaska or Hawaii?
To determine the cost of shipments to Alaska and Hawaii, add the item to your cart, select the button that says “Alaska, Hawaii, Puerto Rico and US Territories or 2nd Day Air within continental USA.” The shipping cost will then appear.
Do you ship to military bases?
No, because we ship only to street addresses in the US. We do not ship to military or Post Office boxes.
Do you ship outside the US?
No, we do not ship internationally unless you already have a US Customs broker to whom we can ship.
Do you have rug swatches?
If you mean a small sample that is similar to paint swatches, we do not. In some cases, we have a one-foot square sample (approximately) or a sample blanket that can be rented. Those are usually listed with the size list.
How do I order a sample?
You pay return shipping on all samples. If you see a sample listed, simply place an order for it as you would for any other item on our site. Your credit card will be charged within one business day. You are responsible for the cost of returning the sample to us within a week of receipt. When we receive it, we issue a refund to your credit card within one business day.
You may order two samples under the above guidelines, and only two at a time. You will be charged a 25% restocking fee for any additional samples and must also pay return shipping.
Can I get a rug in a size other than the sizes shown online?
Unfortunately, no. We list all available sizes for each rug and cannot take custom orders.
Are the colors I see on my computer screen accurate?
That depends in part on your monitor. Most items have a written color description that appears on the same page as item prices. Check to see if your monitor colors match the written words. If you have questions, please call us and we'll tell you more specifically about specific shades and designs.
How large should an area rug that is going under a kitchen or dining room table be?
Please measure the top of your table and then allow at least an additional 2 feet on each side. 2 ½ feet or more is even better.
How do I know what kind of rug is best for me -- synthetic or wool?
Polypropylene yarn is a synthetic yarn that has been created to withstand a lot of wear and tear. Polypropylene rugs are easy to clean and the color in the yarn will last longer before fading or bleeding. Polypropylene rugs are excellent for areas with children and/or pets because they clean easily and can withstand dirt, spills and so on. You can spot clean a synthetic yarn with a mild detergent.
Many of our wool rugs are made with the finest New Zealand wool. Wool rugs are more difficult to clean and over many years, the color may fade. Wool rugs are for the customer who doesn't have a lot of traffic in their home and who doesn't have young children who may spill something on the rug. Wool rugs should be professionally steam cleaned.
Do area rugs shed? Yes. Both synthetic and wool hand-tufted rugs experience some shedding or pilling. This is also a characteristic of all fine wool rugs. Shedding or pilling is not considered a manufacturer's defect.
Factors that may affect shedding include the type of yarn and the manufacturing process. Machine-made rugs shed less than hand-made rugs. Synthetic yarns shed less than wool, which is a natural and more porous fiber. Shag rugs, because of their longer yarns, tend to shed more.
Which rugs are the most durable? For high-traffic or children's play areas, machine-made synthetic rugs are recommended.
How do I care for my rug?
The best way to ensure a long life for your rug is to vacuum regularly and spot clean with a mild detergent. You may also have your rug professionally cleaned. We recommend using a rug pad. For more details about rug care, visit the Care and Cleaning section of the Carpet and Rug Institute's website.
Is there a warranty for area rugs?
There is no manufacturer's or other warranty on area rugs. If a rug is defective upon arrival, please fill out the returns form and we will send a replacement at no cost to you.
Why do I need a rug pad?
Rug pads are great to help prevent slippage, excessive wear and dye transfer.
What size rug pad should I buy?
Rug pads should be smaller than the rug so that you don't see the rug pad from the side. If you do, just use household scissors to trim the rug pad. The pad should be 1 to 3 inches smaller than the rug on each side. Try not to have the rug pad smaller than that, as it may then create a bump that you can see.
Which rug pads are greener or more environmentally friendly?
- The thickest is our Thick Rug Pad. This rug pad is environmentally friendlier because one side is natural rubber and the other side is recycled polypropylene.
- We also have three rug pads that are made from an organic plant polymer (mostly soybean oil as the base). Each is made from the same material, so thickness and design preference is how you’ll choose.
Which rug pad is recommended for laminate floors?
We suggest our Organic Rug Pad.
Which rug pad is recommended for radiant heat floors?
We suggest a rug pad with natural rubber next to your floor and then a 2nd layer of polypropylene felt next to your rug. Choose either our Thick Rug Pad or our Oriental Rug Pad.
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