Frequently Asked Questions
1. Shipping & Delivery
How much does shipping cost?
We try to keep shipping affordable. For orders within the United States, we charge a flat rate of $12.95. If your order total is $299.00 or more, shipping is completely FREE.
How long will it take to receive my order?
The total delivery time is 7 to 16 business days. This includes 2-4 days for processing your order and 5-12 days for the carrier to deliver it to your door.
Which carriers do you use?
We partner with trusted carriers such as USPS, UPS, FedEx, DHL, and YunExpress to ensure your rug arrives safely and on time.
Where is my tracking number?
Once your order ships, we will email you a tracking number immediately. Please allow 1-3 days for the tracking status to update in the system.
2. Returns & Refunds
What is your return policy?
We offer a 30-Day Return Policy. If you are not satisfied with your purchase, you may request a return within 30 days of delivery. The item must be unused, clean, and in its original packaging.
Do I have to pay for return shipping?
Yes: If you are returning because of a change of mind (e.g., size doesn’t fit, color doesn’t match decor), the customer is responsible for the return shipping cost.
No: If the item arrived damaged, defective, or we sent the wrong item, we will cover the return cost and provide a replacement or refund.
How do I package the rug for return?
Please ensure the rug is ROLLED tight (never folded) and wrapped securely in its original packaging or thick plastic. Folding the rug can cause permanent damage, which may affect your refund eligibility.
3. Product & Care
Do the colors look exactly like the photos?
We do our best to display colors accurately. However, due to differences in monitor settings and lighting in your home, actual colors may vary slightly from what you see on your screen.
How do I clean my new rug?
For regular maintenance, vacuum your rug without a beater bar (or set it to the highest pile setting). For spills, blot immediately with a clean, dry cloth—do not rub. For deep cleaning, we recommend professional rug cleaning.
Do I need a rug pad?
Yes, we highly recommend using a rug pad. It prevents slipping, adds cushioning, and extends the life of your rug by preventing wear from the floor underneath.
4. Orders & Payments
Can I cancel my order?
You can cancel your order for a full refund within 24 hours of placing it. After that, the order is likely in processing or shipping, and standard return policies will apply.
What payment methods do you accept?
We accept all major credit cards (Visa, Mastercard, American Express) and PayPal. All transactions are secure and encrypted.
Still have questions? Contact us at [email protected]. We are happy to help!