Free Shipping on All Orders
Free Shipping on All Orders

Shipping Information

Do you ship internationally?

Currently we only ship to addresses in the United States, Canada and Puerto Rico. We cannot ship to PO Boxes or APO Boxes.

What do you charge for shipping?

Shipping is FREE on most orders to any address in the contiguous USA.

Shipping to Alaska, Hawaii, Canada, and Puerto Rico: You will be billed the actual shipping charge to your destination. This will be calculated and presented to you at the time of checkout. Canadian customers will be charged for all applicable customs duties, taxes, and brokerage fees.

Oversize fee: if your product is wider than 8 feet, has a length + girth over 13.75 feet or is greater than 150 lbs, a $39.95 fee will be added to your order.

What is your processing and handling fee?

A non-refundable processing and handling fee of $7.95 will be added to your order, excluding oversized shipments.

How do I track my order?

Most orders are shipped via UPS. If possible we will provide you with a tracking number so that you may monitor the location and progress of your order. If you have any questions related to the tracking of your order, please call our Customer Service Department toll-free at 888-464-1447 between 9:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday or send an e-mail to: [email protected].

How long will it take to receive my order?

Most items usually take 1-2 business days to ship, based upon the item's availability. Delivery of items will be dependent on the size of the rug ordered and the shipping location. Most items deliver in two to three weeks. In some cases, all of the items in your order may not ship together or in the same package. Rug pads and accessories will normally be sent in separate packaging. Shipment of braided rugs may take a little longer, typically being delivered within three to four weeks of the order date. It's hard to accurately predict the delivery time of custom rugs. Some can be produced within a few weeks of the order, but a large, hand-knotted rug may take over six months to weave. Our Customer Service Department will try to keep you informed of the projected ship date as your custom rug is created.

What if I refuse the delivery of my rug?

Any return without a return authorization or refused upon delivery will be charged 20% return service fee and cost of freight.

How do I properly receive an oversized rug?

Prior to delivering your item, the carrier will contact you to schedule a convenient delivery appointment. Please be advised that the driver is only required to deliver the item "curbside" which means the truck pulls up to the curb and the driver places the item on the end of the trailer. The customer is responsible for taking the rug off of the truck. Please do not enter the vehicle at any time. If you require assistance to get the rug inside your home, please arrange for it prior to the arrival of the item.

Please carefully inspect your order upon delivery to ensure the merchandise is not damaged. If you encounter a problem, please do one of the following:

FOR VISIBLE DAMAGE: If the packaging shows visible signs of damage, open the item immediately to check the contents, and ask the driver to inspect the contents with you. Then write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt.

If you feel like this merchandise is damaged beyond repair then the merchandise should be REFUSED.

FOR CONCEALED LOSS OR DAMAGE - NO VISIBLE DAMAGE TO THE PACKAGING: Within 3 days of delivery, unpack and inspect your shipment. Should you discover concealed loss or damage, report it to Rugs Direct immediately.

Please do not sign for items that are or may be damaged unless it is noted on the form. If you do not accept this merchandise due to damages, contact Rugs Direct immediately and we will process a replacement order for you and handle all of the dealings with the freight company.

Remember, once you sign for the item or give permission to the freight carrier to leave the merchandise, you may be responsible for filing a claim with them if the merchandise has been damaged in shipping.

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