At US RUGS, our goal is to offer the best selection of quality rugs at the lowest prices in the Country, while always keeping superior Customer Service a top priority. With this in mind; we have developed the below policies. By purchasing from US RUGS, you agree to abide by these policies.
110% PRICE MATCH GUARANTEE
We will match or beat any competitors price on an identical item plus an extra 10% of the difference, assuring you of the lowest possible price on any rug or home decor product we carry. See our full Price Match Policy for details or to submit a price match request.
We are A Certified Dealer of all brands that we carry. All of our products are guaranteed brand new, first quality and come with a 12-month Manufacturer's Warranty against defects in workmanship, as stated on each product page. Outdoor rugs carry a 6-month warranty. Further, we stand behind every shipment against damage that may occur during transit to your door. Simply notify us within 7 days of delivery to report any shipping damage and document the damage with photos of the packaging and damaged product.
We offer refundable sample swatches for most of our rugs. We even include free return shipping for one sample, when a 5x8 size (or larger) rug is ordered from the sample. Simply order the sample (or 2x3 when sample is not in stock) from the product page and then contact us for return instructions within 30 days of its arrival. We'll help with the return of the sample and purchase of the larger size.
We do not collect sales tax for orders that ship throughout the US. For orders that ship within Texas, we pay appropriate sales tax.
We offer minimal shipping rates, and in the state of Texas, we offer a free shipping option, which includes UPS or FedEx ground shipments. For shipping rates please contact us. Shipments are guaranteed to arrive damage-free.
Most products qualify for 30-day returns for a full refund of the purchase price when returned in new condition, as notated on each product page. Custom made items are generally not returnable. Return shipping expense is the responsibility of the customer. However, we are happy to help coordinate a return at reduced shipping rates, whenever possible. Should you decide to return an item, please use our returns form to request a Return Authorization Number as well as instructions on how to package and ship your item to our warehouse. Unless the rug arrives damaged, returning an order by 'refusing to accept it' will incur a return shipping fee that will be deducted from your refund amount. Refused packages may also be subject to a 20% restocking fee (unless damaged). Damaged orders will be quickly replaced at no cost to the Customer.
RETURNING AN ITEM
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 .
We respect your decision to change your mind. We give top priority to every request to cancel an order. Once our warehouse has confirmed that the order can be canceled, we will issue a prompt refund. Please note, however, that sometimes an order is too far along in the shipping process to be canceled. In this case, we will assist with an RMA number and instructions on how to return the order for a refund. Return shipping costs for canceled or refused items will be deducted from the refund amount, as per our normal return policy.
PRIVACY AND SECURITY POLICY
Your privacy and security are very important to us. Our website is fully secured and tested with bank-level encryption to keep all information completely safe. Your personal information (collected when you place an order or register for an account) is kept safe and is never sold to any outside parties. Every promotional email that we send is only sent upon your request, and you will also have the option to opt-out/unsubscribe at any time.
serve you. Please contact us if you have any additional questions.