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Order Information

What forms of payment do you accept?
We accept the following major credit cards for payment: VISA, MasterCard, American Express and Discover.

How do I modify or cancel an order?
Once the order has been submitted, you must contact our Customer Service Department by phone to modify or cancel it. Please call toll-free 888-464-1447 between 9:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday. Once an item has been shipped it cannot be modified or canceled.

How do I check the status of my order?
To check the status of your order, please contact our Customer Service Department. Call toll-free 888-464-1447 between 9:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday, or send an e-mail to:

How do I enter a Promotional Code?
On the checkout page there is a box labeled "Promotional Code." If you have a Promotional Code, type it there and then click the “APPLY” button to apply it to your order.

What should I do if there is a problem with my order?
If there is a problem or damage to your item as a result of negligence on the part of the shipping company, you should immediately contact our Customer Service Department by phone. Please call toll-free 888-464-1447 between 9:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday. There are special procedures to follow if you have ordered an oversized rug and experience a problem. For more information, please click here.

How long will it take for a backordered item to arrive?
Backordered items are those that our suppliers currently don’t have on hand and are generally unable to predict when they will have more in stock. Whenever possible, we will do our best to inform you of an anticipated shipping date.

What is your return policy?
We offer a 30-Day Risk-Free In-Home Trial on every rug we sell, except for customized rugs, products sold through our Clearance Outlet and rug pads that have been opened. If you are unhappy with your purchase for any reason, you may return it – no questions asked. You are responsible for payment of the return shipping charges.

Easy Online Returns
If you have a product to return we suggest you try our convenient Easy Online Returns system. In just a few simple steps we can process your return and arrange for UPS to pick up the product right from your home or office. Unfortunately our Easy Online Returns pickup service cannot be used to return oversized items. To find out more about this option, or to begin processing a return, please click here. If you prefer to handle the return shipping on your own, you may obtain your return authorization via e-mail by writing or contacting Customer Service toll-free at 888-464-1447.

Once you receive your Return Authorization Number (RA#) you must attach it to the item wrapped in its original packaging (or equivalent) and use a trackable carrier of your choice (UPS, FedEx, etc.) to ship the item to our warehouse:

Returns Warehouse
Rugs Direct Returns
1950 Abrams Creek Drive
Winchester, VA 22601

 IMPORTANT: We highly recommend you insure your return shipment with the carrier you use for its full purchase price to protect against loss or damage in transit. We cannot be responsible for lost or damaged packages being returned to us. In addition, you are responsible for filing claims with the carrier you use in case of loss or damage.

Notes on returns:

  • Do not fold, staple or tape any surfaces of the item or rug
  • The returned item must be in new condition. If it is soiled or damaged, it will be refused.
  • No returns will be accepted without a Return Authorization Number (RA#). Returns that are received without an RA# or are shipped to the wrong address will incur freight costs and a 20% service fee.
  • Any ordered item that is "refused" instead of following the correct return procedure will incur a 20% service fee deducted from the issued credit.
  • No returns will be accepted after the 30-day trial period has expired.

Clearance, personalized, custom-made and sample items are not returnable unless there is damage or a defect. In this case we will gladly provide you a replacement for Personalized and Custom-made items. If a Clearance item is damaged or has a defect we will provide you with a full refund. Rugs pads that have been opened may not be returned for credit.

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