At US RUGS, we strive to have the best selection at the lowest price possible. However, if you happen to find a lower price on an identical item at another dealer, we would love the opportunity to match their price, or even beat it. Simply let us know what you found and we will respond with our best offer ASAP (usually the same business day.)
Please contact us prior to returning any item so that we may issue a Return Authorization number and provide you with complete return instructions. If you decide that a product does not meet your expectations for color, size, etc., we will accept its return within 30 days from shipment, as long as the product is returned to us undamaged and in new condition. We highly recommend that you purchase insurance and tracking for your rug before shipping it. If it arrives to us damaged, we will not be able to issue a refund for it, but will assist you in any way possible with filing an insurance claim. Rugs returned dirty or damaged due to insufficient packaging cannot be fully refunded. Custom and made to order items are not returnable as stated on our product page .
In the rare event that your rug is damaged in transit to you, please refuse the item and contact us ASAP. If your item was damaged in transit and you were not home to refuse it, please save all the packaging material and notify us immediately.
If you have received and opened your item and determine it is defective or that you have received the incorrect item, we will facilitate a pick up and replacement of identical item. Occasionally, we will request pictures to help us determine and evaluate the extent of the damage. These can be simple digital pictures sent from your phone. We must be contacted with any of these issues within 5 days of receiving the item.
Open your rug carefully. If the original packaging material is in good condition, you may reuse it. Make sure all open/loose ends are securely sealed with packing tape. If you cannot reuse the packaging, a heavy-duty disposable plastic painter's tarp (available at most hardware stores) is a great substitute. Make sure to remove any/all original packing labels before shipping your rug back to us. We highly recommend that you purchase insurance and tracking for any items you return, since you, the shipper, are responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges unless RugStudio is facilitating a pick up/replacement for you.
In order to facilitate the fastest refund, please follow return instructions carefully, making note of return location. Once shipped, please email US RUGS the return tracking number so we may watch for its arrival and prioritize its inspection. Once received, the inspection and check-in process can take up to 5 days. Once completed, you will receive an email from US RUGS confirming your refund or credit. If your return is going to a manufacturer’s warehouse, this can take up to 10 days from receipt.
Ground shipping to you is free within the contiguous US. Customers are responsible for return shipping. To help you figure your return shipping costs, you might want to use FedEx.com, or UPS.com to obtain shipping estimates. You can usually obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. Unfortunately, we cannot accept returns from outside the US at this time.
Many of our rugs can be shipped to you outside the United States. Please contact us and provide the shipping address along with the item you wish to purchase. We will reply promptly with your estimated shipping charges along with any applicable duties and taxes.
Stock items typically ship out within 2-3 business days and transit can range from 1-5 business days after that. Please note, oversized items that have to go by freight carrier take a few days longer. Items in our Last Chance and Sample sale category usually ship the fastest (often the same day depending on what time the order comes in).
We ship most products from our warehouse or from our manufacturers' warehouses via UPS or FedEx ground service. Some of our items are too large to ship via UPS or FedEx and must be shipped via truck or a specialized carrier. In most cases, these carriers will call you prior to delivering your order to arrange a delivery appointment during regular business hours. All items shipped to a residential or business location will be delivered to your door. Please know, unless your item is over sized, you will not receive a call prior to delivery. UPS/FedEx are unable to provide this service. You will receive “inside delivery” from our freight line and you can expect your freight shipments to be carried “over the threshold” of your home.
Most of our manufacturers can provide overnight and express delivery for an additional charge. Expedited shipping depends on a number of factors including order date and time. Please contact us for assistance.
We currently collect sales tax on orders in the following states: AZ, CA, CO, FL, GA, IL, MA, MD, MI, MN, NC, NJ, NY, OH, PA, SC, TN, TX, VA, WA, WI.