Free Shipping Details
Free Shipping Details

FAQs


Product Information

Do online images accurately display the product and colors?

What should I know about product dimensions?

If I purchase a sample, what are my options?

Is shedding a defect?

What does it mean if a rug is handmade?

Additional Help

How do I contact you?

Guarantees

Do you have a low-price or price-match guarantee?

How does an item qualify for a price match?

What items do not qualify for a price match?

Are there other price match restrictions?

Can I combine a price match from Rugs Direct with any of your other promotions?

How does a price match affect sales tax, shipping charges or processing fees?

Do you have an in-home trial?

How do you guarantee my privacy?

Order Information

What forms of payment do you accept?

How do I modify or cancel an order?

How do I check the status of my order?

How do I enter a Promotional Code?

What should I do if there is a problem with my order?

How long will it take for a back ordered item to arrive?

Pricing and Billing

Do I have to pay sales tax?

How do I get a copy of my receipt?

How can I get an explanation of my charges?

When will my credit card be charged?

How do credit card pending charges and authorizations work?

When will my return credit appear on my account?

Return Policy

What is your return policy?

What if my item arrives damaged or defective?

Shipping Information

Do you ship internationally?

What do you charge for shipping?

What is your processing and handling fee?

How do I track my order?

How long will it take to receive my order?

What if I refuse the delivery of my rug?

How do I properly receive an oversized rug?

Protection Information
Protect against common mishaps, such as:
Accidental rips, tears
Accidental stains from food and beverage or human and pet bodily fluids
Delamination, loose threads and torn seams
Minor burn and heat marks (up to 1 inch)
Protection Plan also includes:
  • No deductibles or hidden fees
  • Receipt-less claims process
  • 24/7 customer support

See the full Terms and Conditions here.
Frequently Asked Questions:
How do I purchase the Protection Plan?

It’s as easy as adding the Protection Plan - along with the product you want covered - to your cart and checking out!

What happens after I purchase the Protection Plan?

Once you purchase coverage, you will receive a welcome email, giving you access to your dedicated portal (where you will be able to view your coverage information and file a claim).

When does my plan coverage begin?

Accidental damage coverage begins day 1 of purchase, while defects in materials and workmanship are covered as soon as the 30-day return period expires.

How do I file a claim?

You can file a claim by going to getmulberry.com/login and by logging into your portal. Or you can simply contact the customer support team 24/7 via [email protected].

What happens after my claim is approved?

If damage is beyond repair, Mulberry will replace your product or will reimburse you for your product. If a repair is needed, Mulberry will coordinate technician cleaning or repair. Mulberry will repair your product up to its original retail price.

What if I return my product or want to cancel my Protection Plan?

You are able to cancel your Protection Plan by contacting Mulberry or by logging into your customer portal. Within the first 30 days of purchase, you will receive a full refund.

What if I exchange my product for another?

You can exchange your product for an identical product, without it affecting your warranty purchase. If you exchange your product for a different item, you will need to cancel your existing coverage and purchase a new plan, as coverage is tied to the specific product with which it was purchased.

What countries is coverage available in?

Currently, coverage is only available in the United States, including Hawaii, Alaska and Puerto Rico.

Are there any coverage exclusions?

The Protection Plan does not cover damage that occurs during product delivery, pet damage (other than bodily fluids), odor elimination, intentional abuse of the product, or theft or loss of the product.

Can I purchase the Protection Plan for someone else?

Yes. All protection plans are transferable in ownership.

Coverage by

Mulberry is a best-in-class extended warranty provider that works with retailers to provide customers with accidental damage protection on their purchased products.

The Mulberry Protection Plan is a 1- and 5-year extended coverage program that protects against accidental damage to your rug.

Mulberry provides a quick, online claims process and does not require a receipt to file a claim.

THANK YOU!


Your discount code is on its way.