Shipping FAQs

Nothing! We offer FREE Shipping on all rugs with no minimum purchase required (excluding AK, HI, Puerto Rico & US Virgin Islands).

Most of our products are shipped via FedEx Ground. Some items will ship via USPS.

FedEx 2-Day and Overnight shipping are options available at checkout for additional fees.

For bulk orders, you may want to contact customer service. We can make arrangements for delivery by freight if necessary.

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.

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.

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

To add expedited shipping to your order, contact customer service as soon as possible.

• If the item has not shipped, we can add expedited shipping for a fee.
• Unfortunately, if the item has shipped, we are unable to add expedited shipping to your order.

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.

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 tracking status 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 and audit in our warehouse network. Once confirmed, we will initiate a replacement order right away. In some cases, it may take 24-48 hours for quality control to check our inventory to ensure this is an isolated incident.

We may initiate a return request for the wrong rug that was delivered, but we will be happy to waive the pickup fee in this case.

Weekend deliveries are based on location and the operating hours of the courier. Please note that Overnight and 2-Day service options do not deliver on Saturdays or Sundays.

While most of our business is concentrated in the United States, we have the capability to ship around the globe! Contact our customer service team to learn if we can arrange purchase and delivery to your destination.

Note that the customer is responsible for shipping costs on international orders. These shipping costs are based on the weight of the packages and the distance to the destination.

We proudly offer FREE shipping to APO & FPO addresses!

• It typically takes 4-6 weeks for delivery
• Customers are still eligible for FREE returns

Contact customer service to place your order today!

Unfortunately, we can not ship to a PO Box.