If you are not 100% satisfied with your order, you are eligible for a refund. Please issue a return request within 14 days of delivery date. Online orders only. In store purchases do not qualify.
To process your return, you may contact us at firstname.lastname@example.org or 201-576-0042. If contacting us via e-mail, be sure to include your order number.
Returning an item
Please contact us prior to returning any item so that we may issue a Return Authorization number and provide you with complete return instructions. We will accept a return within 14 days of delivery receipt, as long as the product is returned to us undamaged and in new condition. We recommend that you purchase insurance and tracking for your rug before shipping it. If it arrives to us damaged, we will not be able to issue a refund for it, but will assist you in any way possible with filing an insurance claim. Rugs returned dirty or damaged due to insufficient packaging cannot be fully refunded. Custom and made to order items are not returnable.
In the rare event that your rug is damaged in transit to you, please refuse the item and contact us
ASAP. If your item was damaged in transit and you were not home to refuse it, please save all the packaging material and notify us immediately.
If you have received and opened your item and determine it is defective or that you have received the incorrect item, we will facilitate a pick up and replacement of identical item. Occasionally, we will request pictures to help us determine and evaluate the extent of the damage. These can be simple digital pictures sent from your phone. We must be contacted with any of these issues within 48 hours of receiving an item.
How to safely wrap your item for return
Please open your rug carefully. If the original packaging material is in good condition, you may reuse it. Make sure all open/loose ends are securely sealed with packing tape. Make sure to remove any/all original packing labels before shipping your rug back to us. We highly recommend that you purchase insurance and tracking for any items you return. You may be responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges.
How to receive my refund
In order to facilitate the fastest refund, please follow return instructions carefully, making note of return location. Once shipped, please email Rug Importers the return tracking number so we may watch for its arrival and prioritize its inspection. Once received, the inspection and check-in process can take up to 72 hours. Once completed, you will receive an email from Rug Importers confirming your refund or credit. If your return is going to a manufacturer’s warehouse, this can take up to 10 days from receipt.
Ground shipping to you is free within the contiguous US. Customers are responsible for return shipping. To help you figure your shipping costs, you might want to use FedEx.com, UPS.com or USPS.com to attain shipping rates. You can usually obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. Unfortunately we cannot accept returns from outside the US at this time. We do not issue return labels.
Transit time on an order
Stock items typically ship out within 1 business day. Some Items purchased locally before 2pm qualify for same day delivery. For distance shipping, transit times can range from 1-5 business days. Please note, some oversize items which must travel by freight carrier may take up to 14 days.