We recognize that there are many reasons why a rug may not work out for a customer, which is why we have instituted a very generous return policy.
If you need to return a rug, we ask that you please do the following:
E-mail us within 7 days of receiving the rug to let us know you will be returning it. Please include your order number.
Within 1 business day, Customer Service will e-mail you a Return Authorization # (or RA#). Package your rug and write the RA# directly on the outside of the packaging.
Smaller items are most easily shipped by the customer using UPS, FedEx or USPS.
For larger pieces, you may contact us and we can arrange for UPS to pick the item(s) up, prepaid, and ship it back to us. Our cost of the return shipping will be deducted from your refund. This method (known as a Call Tag) tends to be a little more expensive than shipping direct and is not always dependable. So it's better, if possible, for the customer to take the item(s) to a shipping center for direct shipping.
Note that customers are responsible for the cost of the return shipping.
Once we have received your item(s), your credit card will be refunded for the full purchase price of the item(s) you returned. In cases where we have paid the return shipping, that amount will be deducted from your refund. If a customer originally paid for expedited shipping or for shipping outside the continental U.S., those charges will not be refunded.