Return, Exchange, and Refund FAQs

While we love to think every rug we ship out is the perfect one for every customer, we know these things don't always work out. If it turns out that your rug is less than what you expected, don't worry--you can send it back!

We offer FREE shipping on returns as long as the request is initiated within 30 days of you receiving your order. If for any reason you are not 100% satisfied with your purchase you may return it for a full refund.

Some exclusions apply:

• Final Sale items are not eligible for return
• Rug pads are not eligible for return
• Cleaning products are not eligible for return
• Items delivered to Alaska, Hawaii, Puerto Rico & US Virgin Islands are not eligible for free returns

Note that refunds are processed within 10 business days after we receive your return package.

We make returning an item easy! If your order was received within the last 30 days and is eligible for a return, you can use our Self-Service Returns portal to get your return label and updates when your return is received and your refund is processed.

Eligibility for free returns & full refunds:

• Item is returned in the same condition as delivered
• Uni-Cleaner is not returnable
• Final sale items are not returnable
• Items delivered to Alaska, Hawaii, Puerto Rico & US Virgin Islands are not eligible for free returns

Note that items delivered to Alaska, Hawaii, Puerto Rico & US Virgin Islands are not eligible for free returns

Click here to start the return process!

We offer FREE return shipping on all purchases (excluding AK, HI, Puerto Rico & US Virgin Islands), which we'll email you a return label.

• The customer is responsible for packaging the return.
• The customer will be responsible for return shipping if the order is beyond the 30-day return timeframe.

We do not charge a restocking fee if rugs are returned within 30 days of receiving. Returns initiated after 30 days will incur a restocking fee.

Refunds are processed within 10 business days after the package is received at our facility.

Our inspection process begins soon after we have received your return. When refunds are initiated, please allow 2-3 business days for the financial transaction to be reflected in your payment account.

If it has been more than 10 business days since your item was returned to our facility, please contact customer service so we can troubleshoot and expedite your refund.

In this event, there may have been a mistake in data entry, or a minor systemic error. No worries! Reach out to our customer service team and we will send you a return label right away.

The primary objectives are to prevent wear in transit from handling and potential water damage. Packaging that can withstand drops or scrapes is important. Proper sealing of the package with packing tape prevents water damage.

• We suggest repurposing the original packaging if possible as this ensures a tight fit and only leaves a need for packing tape to seal. If the original packaging is not an option, we suggest wrapping your item in a tarp, plastic painter's drop cloth, or other heavy plastic wraps. We have found clear shower liners from a dollar store to be the most cost-effective packaging material.
• You may also choose to use a square, rectangular, or triangular box, properly sealed.

Note that FedEx levies costly penalties for oversized packages.

• Ensure your package is less than 96 inches (8 feet) in length. Packages longer than 96 inches (8 feet) will incur a $200 FedEx surcharge that will be deducted from your refund. This surcharge comes from FedEx, and we cannot grant exceptions.
• If your re-packaged item is too big, you may fold the item instead of shipping it rolled. Click here to watch a video on how to fold and package a rug for return.

For the final step, print and attach the shipping label to the package. Once it is received, we will work to refund your order as quickly as possible!

Drop off your package at a local FedEx Office. Go to https://local.fedex.com/ to find a FedEx closest to you!

In this case, there is nothing to do but enjoy your rug!

Yes! Many customers prefer to do this considering that it reduces the materials needed for the return packaging.

Note that FedEx levies costly penalties for oversized packages.

• Ensure your package is less than 96 inches (8 feet) in length. Packages longer than 96 inches (8 feet) will incur a $200 FedEx surcharge that will be deducted from your refund. This surcharge comes from FedEx, and we cannot grant exceptions.
• If your re-packaged item is too big, you may fold the item instead of shipping it rolled. Click here to watch a video on how to fold and package a rug for return.

Unfortunately, we do not offer exchanges. However, if it turns out that your rug is less than what you expected, don't worry! You can send it back! Rugs.com is proud to offer free shipping on returns within 30 days of you receiving your order within the contiguous United States. See our return policy here.

If you would like to request a pickup for your return, please contact our customer service team so we can make the arrangement.

Note that there is a $5.00 pick up fee per package.

Yes, we can! Contact customer service and provide us with the address where you would like us to send the return label. We will mail you the label as quickly as possible.

After the 30-day return window has closed, the customer will need to contact our customer service team to initiate a return request and to receive an RMA (Return Materials Authorization). For returns that are beyond the 30-day return period:

• The customer is responsible for return shipping, and for providing our service team with the tracking details.
• A 25% restocking fee is applied to all returns accepted past the 30-day period
• After 90 days we will not accept returns

While customers can make changes or have a rug altered by a professional, this will invalidate our 30 days return policy and warranty.

This includes:

• dyeing
• resizing
• cutting
• bleaching
• stretching or shrinking
• Applied Scotchgard
• Any other conceivable change to a rug's original size or shape.

Mistakes happen! Rest assured that we will do our best to be proactive in this situation and work diligently to return the item to you. If we are able to locate the item in our returns facility, we will contact you right away. In this event, the customer must provide us with a return label so we can send the item to its intended destination.

Note: we can not guarantee the item will be found and delivered to the intended address.