Tired of companies not having clear and easy to understand policies? Our Return policy is simple and straightforward. When you are looking at our rugs, you will notice that each one it has its own return timeframe clearly listed. We want you to find your perfect rug! If you are not satisfied you can send it back to us for a full refund, and we won’t charge you ANY restocking fees! To make sure you will more than be happy you chose Rug Expedition we will help you find your perfect rug. And hope that, together, we can make every room feel like home.
Eligibility for a Refund:
To for a refund, the item must be unused, undamaged and unsoiled. Please note: rug pads are not eligible for refunds. Please save your original packaging and return the item enclosed in the packaging. Do not fold, staple, tape, clip or glue any part of the item to be returned. For rugs: simply roll the rug and enclose in the packaging, in the same way it was shipped to you. For other home decor items: simply pack in the item in its original package to get it ready for shipping. All return shipping costs are the buyers responsibility.
If you do not like your item:
Rug Expedition always intends to provide the most accurate color possible when displaying digital images. As a result of differences in computer monitors, there may be variations in color between the actual product and what appears on your screen. In some cases, patterns and colors may vary according to size. Please note: some images shown are taken from larger, standard-sized items. Items much smaller will have a simplified design. If you do not like the item that was sent, you will be responsible for return shipping charges.
What if the item is defective or if I received a different item than I ordered:
We thoroughly inspect all merchandise before it is shipped, however, accidents do happen. Should you find that your item is defective or you received a different item than what was ordered, please contact Rug Expedition immediately! So, we can arrange for the return and replacement. When the item is damaged or defective we will be happy to ship the replacement to you or issue a full refund if you so choose. When returning these items please keep the original packaging. Please note that it is the customer's responsibility to have the item packaged and ready for pickup. Once your item has been received and has passed inspection we will issue your refund.
If you refuse the package:
Should you refuse the package upon delivery you will be held responsible for the initial shipping charges plus the return shipping. It may be likely that there will be a delay in issuing your refund, as we prioritize refunds of customers who have requested a return authorization and have provided us with the tracking information.
If you choose to have a signature upon delivery:
Should you choose the option to have a signature required for the delivery, the delivery provider will make 3 attempts to deliver your package. After the third attempt the delivery provider will then send the package back to the warehouse. You will then be held responsible for the initial shipping charges plus the return shipping. Please note that once you request to have your delivery require a signature, we won't be able to change that request. If you do miss the first attempt of your delivery, you may contact the delivery provider to make arrangements to have your items delivered at a specific time or to pick up your item at deliver provider's warehouse.
What if I ship the item to the wrong address?
Please do NOT send any returns to our corporate office, or showroom. You MUST obtain a Return Authorization Number from Rug Expedition with the shipment address provided. Depending on what you have ordered we have to send you the appropriate warehouse shipping information. Unfortunately we can not accept the return if you send the item without return authorization number, or ship the item to the incorrect address.
How long do I have to cancel my order?
You may cancel your order if we receive your cancellation request before we process your order to the Manufacture of your selected Rug(s). We are not permitted to cancel orders after they have been processed from us. Please note that due to high order volumes; It may take 5- 7 Business Days before we receive a Tracking Number from the Manufacturer for your order.
How long do I have to ship the return item to the warehouse?
Upon requesting your return, one of our customer representatives will respond to you promptly and process your return request. Once your Return Authorization Number (RA#) is ready, you will receive an email with the return instructions and your RA#. Upon receiving your return instructions you have 7 days to ship your item(s) and provide us with your return tracking number.
I returned the item and provided tracking number, when will I receive my refund?
It takes seven to ten business days upon receiving your item for your refund to be processed.
Because RugPads are typically cut to the size desired, from larger rolls, we are unable to accept their returns. All Rug Pad sales are final.
How Do I Request a Return?
Should you decide to return an item, you will need to first receive a return authorization code. You can request your return authorization code by visiting our "Contact Us" page and submitting your request. When requesting a return, please always include your order number, so that we can process your request in the timeliest manner. Thank you!