Order FAQs

We offer secure online payment options such as Visa, Master Card, American Express, and Discover. For your convenience, we also accept payments through PayPal and Venmo. We have also partnered with Affirm to provide installment payment options starting at 0% interest.

Contact our customer service team to place an order today!

https://rugs.com/order-status/

*Note that you will need the email address associated with the order and the order ID

You should receive a tracking email once your order has shipped. In some cases, it may take 24-48 hours before the item receives tracking scans.

To cancel your order, contact customer service as soon as possible. If your order hasn't been fulfilled, one of our team members will be able to cancel specific items or execute a full order cancel upon your request.

To change the address on your order, contact customer service as soon as possible.

• If the item has not shipped, we will change the address for you without fees applied
• If the item has shipped, the fee for changing the address is $18.00 per package

*Please note that we cannot change the address on an order paid for via PayPal

Orders are shipped from our distribution centers within 24-48 hours. Delivery times will vary based on shipping location and the destination. In the continental 48 states, most orders will be delivered within 5 business days.

*Note that items ordered after 1 pm EST may be dispatched the following day.

You can always check your order status here: https://rugs.com/p/HelpCenter-Order-Status

*Note that you will need the email address associated with the order and the order ID

To delay the shipping of your order, contact customer service as soon as possible.

• If the item has not shipped, we will delay the shipment of your item with the date of your choice.
• If the item has shipped, unfortunately, we can not delay the shipment of your order.

Your order ID is a unique ten-character identifier that helps to manage your order. The order ID will be found in the subject line and in the body of your purchase confirmation email.

If you did not receive a confirmation email, you may contact customer service where we can help you find the order ID by using your email or delivery address.

The tremendous growth of e-commerce has led to many challenges with shipping and deliveries, so there are times when orders are not received as expected. In any case, we will work with you and our couriers to ensure that you receive what you ordered as quickly as possible! Below are different scenarios and processes we follow to ensure a positive customer experience:

My tracking status shows an item was delivered, but it can not be located on the property.

• Check areas around your property where you might not expect your item to be left by the courier. Some delivery personnel will deliberately hide items to prevent theft.
• Check with your neighbors. It is not uncommon for us to find that a neighbor accepted an item by error, or as a courtesy.
• If the item cannot be located, contact our customer service team. We will ask FedEx to send a driver back to the location to attempt to find the lost package. Please allow 3 business days for this process. If the item is not located, a claim will be filed and we will ship a replacement right away.

My item on the order status page displays "Order placed and awaiting shipment.

You will see this order status until we have shipped your item. If your order has remained in this status for more than 48 hours, contact customer service so we can make certain your order is fulfilled as quickly as possible.

My FedEx tracking has not moved beyond the "Shipment information sent to FedEx" status for more than 72 hours.

Considering that your package will not receive an update until the first scan in a distribution center, it is not uncommon for this status to show for 1-3 days after shipping. If your delivery has been stuck on the "Shipment information sent to FedEx" status for more than 72 hours, contact customer service so we can follow up with our courier.

My FedEx tracking status has been stuck on "Pending" for more than 72 hours.

Contact our customer service team. We will ask FedEx to investigate, or "trace" the package. Please allow 3 business days for this process. If the item is not located, a claim will be filed and we will ship a replacement right away.

If you received a damaged item(s), please send us a photo of the damage and of the shipping label to info@rugs.com. We will use these photos to begin an investigation which most often leads to a damage claim with the courier. In most cases, we will initiate a replacement order right away.

Do not dispose of a damaged item right away. The courier will need to conduct a driver follow-up in the event of a claim and may collect the item for their own review.

If you received the wrong item, please send us a photo of the item and of the product label to info@rugs.com. We will use these photos to begin an investigation which most often leads to a damage claim with the courier. In most cases, we will initiate a replacement order right away.