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FAQs rugs

FAQs

In order to make our customers happy and build one's trust, we provide accurate and detailed information about our mission, policies, and core values. We want to help provide an easy way for you to find your perfect rug by removing some of the stress along the way.

Below is a list of Frequently Asked Questions. If the answer(s) to your question(s) isn't below, please feel free to start a live chat with one of our rug specialists, call us Toll-Free at 1 (844) 350- RUGS, or send us an email though our "Contact Us" page. We would love to hear from you!

Purchasing a gift certificate

Gift Certificates may be purchased online or in-store. Gift Certificates may be redeemed in-store, online, or over the phone. To redeem online, please enter the provided code into the 'Gift Certificates' field during checkout. Gift Certificates are valid for one year from the issued date.


Will I have to pay sales tax?

All orders for delivery within the United States are not subject to sales tax, with exception of Texas sales. Rug Expedition is required to collect sales tax on items shipped within Texas.


Hours

Rug Expedition has a friendly, knowledgeable staff available Monday-Friday from 9:00am-5:00pm Central Standard Time. Please feel free to chat live, reach us at 1 (844) 350- RUGS, send us an email through our "Contact Us" page.


What is the best way to use this site?

We think the best way to use this site is to narrow down your search categorically. You can select to view rugs by various styles, shapes, colors, materials, types, brands and even a range of prices. The more categories you choose, the narrower your search results will be; and the closer you'll get to finding your perfect rug!

If you are looking for a specific rug or particular characteristics, we are best able to assist your search through live chat. Using provided information to identify your preferences, our rug specialists will be able to search our inventory and direct you toward the most-suiting products.


What are the shipping costs for the rug I ordered?

If we are shipping your rug(s) within the continental United States, all Shipping is free.


How long does it take to process an order and receive my rug?

It typically takes 3 to 5 business days to process your order and get it shipped. After an order is processed and shipped, it typically takes 5 to 10 business days to arrive to you.


What if I can't find the perfect rug?

Don’t despair! We have one of the largest, if not the largest, inventories in the nation. We regularly get new inventory to keep up with the seasons, styles, and trends. If we don’t have it, nobody does! If there is a very specific rug your looking for simply contact us through live chat, we would be glad to help!


What if I need to cancel my order?

You may be able cancel your order, prior to processing by contacting Rug Expedition directly by phone or live chat. If your order has already been processed or shipped, it is not eligible for cancellation. However, if you are not completely satisfied with your rug, you can return it within the allotted timeline for a full refund.


What if I need to return a rug that is defective?

We are careful to examine all products prior to shipping. However, sometimes, accidents do happen. Should your product arrive defective, you must contact us immediately within 72 hours of delivery. If contacted in time, we will be able to help arrange an exchange.


How closely do the product colors match the website?

We try to be as detailed as possible, using photos which reveal colors, patterns and textures. However, it is difficult for colors to remain consistent from monitor to monitor. This is one of the reasons we offer an easy return policy. If your rug does not match the presented photo(s) with reasonable variations, please request a return authorization code to send it back for a full refund.


How to receive my refund

Refunds are generally issued within 2 business days of being received by Rug Expedition.


Shipping costs

Ground shipping to you is free within the continental United States. Customers are responsible for all return shipping, as we are unfortunately unable to issue return labels. To help you figure your shipping costs, we recommend utilizing FedEx.com, UPS.com or USPS.com to attain shipping rates. You can usually obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. 


Transit time on an order

Typical processing of an order at Rug Expedition takes 3 to 5 business days. Delivery to you takes typically 5 to 10 business days from the date the order was shipped. We provide tracking numbers, whenever available, so that you are better able to plan accurate delivery times.

If, for some reason, your order is delayed, we will let you know via e-mail and monitor your order until it is delivered to you. Oversized shipments, for 9x12 and larger rug, may be too big for UPS or FedEx. We may ship "Over Sized" shipments via truck line, which may take an extra day or two. Freight trucking companies will usually call you directly to make delivery arrangements.


Delivery method

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 help arrange your delivery 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; since both UPS and FedEx are unable to provide this service. You may receive “inside delivery” from our freight line, and you can expect your freight shipments to be carried “over the threshold” of your home.

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