Shop Policies

* Please contact customer service immediately with any questions, details or changes to your order to ensure prompt attention and the best or our abilities *

Alaska and Hawaii Shipping Policy:

Do not submit an order until you have contacted us.  If you submit an order without first contacting us, fees may apply.

Our Standard Shipping policies do not apply to Alaska and Hawaii.  Please call us as we can assist with obtaining a quote for your material to arrive to your location, or to a west coast port of your choice where you can arrange your own shipping.

Canada and Mexico Shipping Policy:

Do not submit an order until you have contacted us. If you submit an order without first contacting us, fees may apply. Our Canada and Mexico sales and shipping policies are custom on a per-order basis. Please contact us if you want to purchase a rug or carpet and have it shipped to either Canada or Mexico.

Pricing Policy:

Many manufacturers have minimum advertised price that you cannot advertise below in order to protect margins for small brick and mortar stores. We therefore list prices at the minimum advertised figures, but we can sell to you at a custom quote for less than the advertised price.

Our business model is dedicated to providing you with the best pricing on quality, beautiful rugs and carpet.

  • All pricing is subject to change based on market conditions, availability and manufacturers’ pricing policies. RugsAndCarpetDirect.com reserves the right to correct any errors in pricing and to refuse orders for which incorrect pricing has been given.  If this happens, we will contact you and if necessary refund your order.
  • Once your order is submitted and your payment has been processed, it is not possible for pricing to be adjusted in any way, other than refunded.
  • New coupons, discounts or referral discounts are not applicable toward previous orders.
  • RugsAndCarpetDirect.com accepts the following forms of payment: PayPal, debit card, and any and all credit cards accepted by Paypal (Visa, Mastercard, American Express, etc).

Clearance Specials:

In addition to the exceptional everyday prices offered at RugsAndCarpetDirect.com, we also offer select materials at clearance prices. Pricing on products within our clearance section are reduced in an effort to move aged or discontinued inventory. We cannot guarantee future availability of any clearance item.  RugsAndCarpetDirect.com reserves the right to adjust pricing on these products at any time.

Shipping Specials:

From time to time, RugsAndCarpetDirect.com may offer shipping promotions. If you order does not meet the qualifications necessary to receive the promotional special, freight will be calculated at our normal freight pricing.

If you have any questions regarding any of the RugsAndCarpetDirect.com’s pricing policies, we’d be happy to answer them – just contact us.

Placement and Verification of Order:

Customers are responsible for the accuracy and quantity of their own individual orders. RugsAndCarpetDirect.com is not responsible for the unintended orders or mis-orders.

Upon placement of your order you will receive an order confirmation.

*PLEASE* take the extra time to review your order and submit any changes or corrections immediately.

The order confirmation is also your receipt of the items you have purchased.

It is your responsibility to verify the order for accuracy and contact us with any discrepancies or changes within 2 hours of placing the order. After 2 hrs your order is being processed and we cannot guarantee you the ability to make changes or cancel your order.

Arrival Times:

Our average delivery time for a shipment is 7 -15 business days after your payment has cleared. Orders may arrive more quickly or can take slightly longer.

We will provide you with tracking information on your rug or carpet shipment, so you can be proactive and schedule a delivery time with the freight company or call for more specific delivery info.

After Placing your Order – Scheduling and Delivery:

We will send you tracking information via email upon the shipment leaving the warehouse. This tracking information will include the contact information for the delivery company.

All information related the delivery status and scheduling will be coordinated with the transportation company utilizing the tracking number provided in your email.

We recommend being proactive and contacting the shipper to schedule a delivery time and meet your schedule accordingly. Some locations may have specific delivery dates for your area, so it is important to plan your schedule with the shippers as soon as possible, as delivery dates and times cannot be guaranteed.

RugsAndCarpetDirect.com cannot be held responsible for missed installation appointments or inconveniences due to earlier-than-expected or later-than-expected arrival dates. The best practice when scheduling contractors or planning installation days is to wait until the product arrives on location and then schedule or plan installation.

Day of Delivery:

Carpet is shipped in large, heavy rolls. Depending on the quantity purchased, some rolls are quite heavy and cannot be easily lifted by hand. Other rolls are smaller (though generally still heavy) and can be moved by hand if you have a sufficient number of strong helpers.

Please make arrangements prior to the shipment arriving for laborers or installers to move it into your home if you are unable to do so yourself.

We will work with you to arrange either curbside dropoff, or shipping into a local warehouse/loading dock where your installer can pick up the carpet and bring it to your home or jobsite.

Rugs are typically shipped through normal post, although extra large/oversized rugs may require freight shipping as well.

Freight Inspection and Damage:

Although we do our best to minimize damage, accidents do occur and we want you to be prepared should the situation arise. Please see the following steps should you receive damaged materials.

  1. Please Inspect the outside of the shipment for any signs of damage. If damage has occurred the packaging will show through wear, tears and distress. Please take photos of any damage to packaging BEFORE you open them.
  2. Please check the packaging to be sure the amount matches your invoice, the driver also has a copy of how many packages you should be receiving.
  3. If damage has occurred please note the BOL (Bill Of Lading) with the driver and accept the shipment.
    Then sign the delivery slip and receive both the damaged product and any undamaged product.
  4. Then, please call or email us to schedule replacement of the damaged or missing products.
  5. By law, once reported, the damaged product is the property of the carrier and they have 120 days to decide if they wish to inspect, pick-up or discard the product.

We replace your product and work with the delivery companies on shipping damage claims. We file your claim, providing you note the damage and sign for the damage material upon receipt of the shipment.

If you do not sign for shipping damage on the BOL at the time of delivery, we lose our ability to file a claim with the delivery company on your behalf.

If the damage is not noted on the BOL we are unable to provide you with replacement material at no cost. Your only recourse will be to attempt to file a claim yourself with the shipping company with no guarantee of the results.

RugsAndCarpetDirect.com cannot be held responsible for any freight damage that occurs if the BOL is not noted at the time of delivery.

Changing, Cancelling and Returning Orders:

Orders can be changed or adjusted on the same day within 2 hours of the order being placed. After this your order is being promptly processed and there is no guarantee that an order can be changed or cancelled from shipping out of our warehouse. Cancelled orders that have not been shipped out of our warehouse are assessed a non-negotiable 10% cancellation fee.

Orders can be cancelled after they have shipped. The order will be assessed a non-negotiable 25% cancellation fee. Furthermore, the customer is responsible for the fee charged by the shipping company to stop and return the shipment to our warehouse, plus the original actual shipping charge, not the reduced rate that we bill you. Returns of this matter are only accepted within 14 days.

Returns can be accepted on entire orders and partial orders with a 14 day limitation. Returns are accepted on current non-discontinued materials. The return must be in unopened package and orders must be dated within 14 days from the date on the original receipt. A restocking fee of a non-negotiable 25% will be assessed to all returned orders. The cost of shipping the material is the responsibility of the customer and we are able to provide freight company options for your reference. Refunds are given after the product has been received by the warehouse in good resalable condition. Please take extra time to package returns carefully so they arrive in good resalable condition.

Refunds:

Please allow 24 hours for credit card refunds.
Please allow 72 hours for all other types of refunds.

Claims Policy:

We’re dedicated to providing the best possible service in the rug and carpet industry. Although claims can be cumbersome, it is our intention to make this process as painless to you as possible. If you have found damaged or defective material prior to installation, we are happy to take care of the issue. Installation is acceptance. Once reported, our Claims Team will contact you through email within 3 business days to provide instruction and assist you through the entire process.

Please follow the steps below so that your claim may be processed in a timely manner:

  • Complete the Claim Form.
  • Reference your order number on all communications.
  • Provide a brief description of the issue.
  • Minimum of (6) pictures clearly showing the issue.
  • Include contact information; email address and a working phone number.
  • Preferred resolution; either credit or replacement.

Installation:

We strongly recommend that you do NOT schedule an installer until after receipt of all your material. Manufacturing schedules, weather conditions, supply-demand and replacement for damaged or missing items are just some of the instances that may delay the arrival of your material. We cannot be held liable for failure to meet scheduled install dates due to earlier or later than expected delivery.

Warranties:

We carry rugs and carpet from high-quality manufacturers, and each manufacturer warrants their products against defect in materials or workmanship. Please refer to the specific product to review the manufacturer’s warranty.

At no time is RugsAndCarpetDirect.com held liable for the failure of the factory to warranty a material or workmanship defect.  We will assist you in any way possible should a rug or carpet that we sold have a warranty issue.