Please click on the FAQs below to answer all of your questions.
Questions before making a purchase include: Do I have to pay for shipping? Is there a product warranty or guarantee? How long will delivery take? What is the return policy? Who pays for returns? What payment methods are accepted? And so on.
By asking these questions, you can be sure that you have all of the information necessary to make an informed decision and get the right value for your money.
We are here to answer all of your questions and provide excellent customer experience.
-
Shipping
-
Returns
Is Shipping Free?
We offer free shipping within the contiguous US (excluding Alaska and Hawaii).
Shipping costs to Canada, Alaska or Hawaii will vary depending on the size and weight of your order.
Please Contact Us with your Canada, Alaska or Hawaii address and we would be happy to provide you with a custom shipping quote.
How long does delivery take?
3 to 5 days
5 to 10 days for oversized rugs (size 9' x 12' & up)
Where does Rug Trend ship?
The states vary depending on the manufacturer.
All manufacturers ship from the United States.
Is there a product warranty or guarantee?
Some manufacturers offer a one-year limited warranty. A one-year limited warranty will be mentioned in the product description.
Coming soon, in the near future Rug Trend will offer a warranty program that will offer a warranty against stains, punctures, cuts, tears, rips and burns.
How do I update my shipping address?
To provide the most excellent service to our customers, we process orders quickly, but we do our utmost to accommodate address change requests. The most effective way to edit your shipping information is to contact us HERE.
Do you ship to APO/FPO or P.O. boxes?
Unfortunately, our shipping couriers do not deliver to APO/FPO & PO Boxes. We apologize for any inconvenience this may cause.
My order shows delivered but not received
We apologize if you have not received your item as indicated.
If your tracking information shows that your package was delivered, but you can't find it:
Verify the shipping address on your order.
The carrier may have placed it in a safe location.
Check your porch, garage, any area out of potential weather hazards, exterior doors, and any place where the package could be placed to determine if someone else accepted the package.
Ask your neighbors if they have seen your package. It is possible that the package may appear as 'delivered', but it could take an additional 24 hours for it to arrive.
If it appears that your package has been stolen, it is the customer's responsibility to file a claim with the shipping carrier (UPS, FedEx, etc.). However, the carrier does not guarantee reimbursement.
Do you ship Internationally?
Unfortunately, at this time, we do not ship internationally.
We offer free shipping within the contiguous US (excluding Alaska and Hawaii).
Shipping costs to Canada, Alaska or Hawaii will vary depending on the size and weight of your order.
Please Contact Us with your Canada, Alaska or Hawaii address and we would be happy to provide you with a custom shipping quote.
Are Taxes and Duties Covered?
Taxes are the responsibility of the customer.
Which shipping carrier will deliver my order?
We mainly ship using UPS or FedEx Ground. However, oversized items that are too large or heavy to ship ground will usually ship via one of the following: UPS Freight, XPO Logistics, or R + L Freight.
An "oversized" item is an area rug 9' x 12' or larger.
A date and time arrangement will be required for oversized items. The shipping carrier will call you to arrange the date and time of delivery.
We recommend that you inspect your order upon receiving it.
Standard size items (8' x 11' and smaller in size) do not require delivery arrangements. I.e., the shipping carrier will drop it off in front of your door.
However, you may track the expected delivery date and time via the emailed tracking number.
Please check your spam box if you do not see your tracking number.
Please carefully inspect your order upon delivery to ensure the merchandise is in proper condition.
If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you.
Write a detailed description of the damage on both your copy and the carrier's copy of the delivery receipt.
If you feel like the merchandise is damaged beyond repair, please refuse delivery.
My order shipped via Freight. How do I track it?
When your items ship, a bill of lading or PRO number will be provided.
To track a UPS Freight shipment, click HERE.
To track an R + L Carriers shipment, click HERE.
The freight carrier will contact you to schedule a delivery appointment.
Items will be delivered curbside to the address.
Please carefully inspect your order upon delivery to ensure the merchandise is in the proper condition.
If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you.
Write a detailed description of the damage on both your copy and the carrier's copy of the delivery receipt.
If you feel like the merchandise is damaged beyond repair, please refuse delivery and contact us HERE as soon as possible to report the damage.
When will I know when my Pre-Order is on its way?
Like orders placed for in-stock items, once your pre-ordered or back-ordered item has shipped, you will receive an email from us including your item's tracking number.
Can I reject my order?
We encourage you to refuse delivery if the merchandise is damaged beyond repair.
However, if you refuse delivery if the merchandise is not damaged, you are responsible for the return fees. Your refund will be your order total, less the return shipping and handling cost.
There are three ways that an order gets rejected:
→First, if you refuse delivery directly.
→Second, if your order is scheduled for pickup at the carrier's facility, and you don't pick it up during the given time frame. (Usually within five calendar days.)
→Third, if there is a scheduled delivery date, and you're absent to accept your order during every scheduled delivery attempt. (Usually, two attempts before the merchandise gets returned.)
+ MORE FAQs
Return Policy
To start a return, CLICK HERE.
We offer three options to make returning an item as easy as possible.
1. Take advantage of our discounted return shipping label. We will refund your order total, less the return shipping and handling cost.
2. Your choice of return method for a full refund.
3. Free returns for store credit. Items eligible for free returns must be equal to or less than 5’x8’.
Items eligible for return:
Must be sent to us within 30 days of the delivery date of your order.
Must be sent to us in the same condition that it was delivered.
All items except American cover design / Persian weavers are eligible for return.
All American cover design / Persian weavers items are final sale.
Any questions, Contact Us.
Refund Policy
For discounted return labels, we will refund your order total, less the return shipping and handling cost.
You will receive a full refund if you wish to return the item using the carrier of your choice.
We process the refund within 1-3 business days of receiving your return.
Please note, it may take your bank or credit card provider an additional 1-3 business days to reflect your refund on your statement.
All refunds except for free returns are sent through the payment method you used on the order.
Only free returns will be in exchange for a store credit.
The store credit does not expire.
Items eligible for free return must be equal to or less than 5’x8’.
Cancellation Policy
Unfortunately, due to our fast order processing speeds, we cannot cancel any order once an order has been processed or tracking has been applied.
We will do everything we can to take care of this for you; however, if we cannot fulfill your request, you may start your return by sending a request HERE.
Products that are packaged and put on a truck for delivery are considered shipped goods.
If an item has already been shipped, and then canceled or refused at the time of delivery, your refund will be your order total, less the return shipping and handling cost.
Orders that require a change of address after shipment will incur additional re-route fees.
Damaged Item Policy
If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer.
We take every step possible to ensure your orders arrive in the best condition possible.
We recommend that you inspect your order upon receiving it.
Standard-size items (8' x 11' and smaller) do not require delivery arrangements. I.e., the shipping carrier will drop it off in front of your door.
However, you may track the expected delivery date and time via the emailed tracking number.
Please check your spam box if you do not see your tracking number.
Please carefully inspect your order upon delivery to ensure the merchandise is in proper condition.
If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you. Write a detailed description of the damage on both your copy and the carrier's copy of the delivery receipt.
If you feel like the merchandise is damaged beyond repair, please refuse delivery.
Damage claims or notice of product defects must be made within 48 hours of receipt of merchandise (for small parcel items not requiring a signature).
Detailed pictures of the original packaging must be sent with the damage claim otherwise the order is exempt from any damage claims.
If a repair or replacement is available but rejected, the return shipping charge is deducted from the refund.
To start a return, CLICK HERE.
Any questions, Contact Us.
How do I initiate a return?
We're sorry you weren't satisfied with your order. However, we want to make your return process as seamless as possible!
To start a return, CLICK HERE.
Any questions, Contact Us.
Do I need a return authorization number?
Yes, all returns must have a valid return authorization number (RA#) to be credited.
We will send you the RA# once you initiate a return on a recently purchased order.
The RA# should be written on the return packaging or shipping label to expedite the return process.
Please disregard this step if you receive a return label from us.
What do I do after I start my return?
If you received a return label from us, simply print the label and drop it off at the return shipping carrier location near you, or request a pickup.
Depending on the carrier, additional fees may apply to a pickup request.
If you wish to return the item using the carrier of your choice, (we recommend FedEx.) send them the dimensions, return address, and return authorization number (RA#).
The return carrier of your choice should send you a link to your return label.
Print the label. Re-wrap your item if it isn't still wrapped: Unfortunately, shipping carriers won't ship loose/unpackaged items, so we do ask that you securely wrap your item(s), either in the original wrapping or a similar secure plastic.
Ensure that there are no other tracking labels attached to your package.
Stick the return label on the package.
A clear RA# should be written next to the return label on the outer package.
Be sure to share the return tracking # with us.
If you have questions or concerns, please don't hesitate to Contact Us.
What if I need to exchange the item for a different item?
If you need to exchange your item, we ask that you place another order for the desired item. Meanwhile, your original order must be returned.
How do I return more than one item in an order?
Each item has to be processed one at a time. If you would like to return multiple items from one order, navigate through requesting a return for each item you would like to return as mentioned above.
Each product sent back to us will require a unique Return Authorization Number.
For expedited processing, please make sure that you address the items consistently.
What's the return address?
The return address varies depending on where the manufacturer's return warehouse is located.
However, all returns are in the United States.
How much is the return fee?
The price of a return label depends on the size, product weight, distance traveled, and dimensions of the product being returned.
If you choose our discounted return label, we will send you the return cost.
Your return cost will be deducted directly from your refund amount once the return is completed.
Returns Due to Color
Returns of products due to the different shades of color are subject to the standard return policy.
Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product.
Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction.
Our vendors do their best to supply us with proper colors but due to these variables, we cannot guarantee the exact color of a product shown in the pictures.
Returns Due to Material
Returns of products due to the quality of the material are subject to the standard return policy.
The quality (i.e. softness, texture, etc.) of a material is subjective.
We provide digital swatches to view the texture of the material.
If the digital swatches do not suffice, please inquire about physical swatches.
Physical swatches may not be available for all products and may incur shipping fees.
Returns Due to Dimensions
Returns of products due to incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.
Returns Due to Defective or Incorrect Items
If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer.
Notice of defects or incorrect items must be made within 48 hrs of receipt when a signature is not required.
If a signature or sign-off is required but incorrect items are still accepted, any claims or returns are subject to the standard return policy.
In the event that a suitable replacement is not available, a return will be authorized. After the return is completed, a full refund will be issued in the form of the original payment method.
What if I still have a question you didn't answer?
We are here to help. Contact us HERE.
-
Shipping
-
Returns
Is Shipping Free?
We offer free shipping within the contiguous US (excluding Alaska and Hawaii).
Shipping costs to Canada, Alaska or Hawaii will vary depending on the size and weight of your order.
Please Contact Us with your Canada, Alaska or Hawaii address and we would be happy to provide you with a custom shipping quote.
How long does delivery take?
3 to 5 days
5 to 10 days for oversized rugs (size 9' x 12' & up)
Where does Rug Trend ship?
The states vary depending on the manufacturer.
All manufacturers ship from the United States.
Is there a product warranty or guarantee?
Some manufacturers offer a one-year limited warranty. A one-year limited warranty will be mentioned in the product description.
Coming soon, in the near future Rug Trend will offer a warranty program that will offer a warranty against stains, punctures, cuts, tears, rips and burns.
How do I update my shipping address?
To provide the most excellent service to our customers, we process orders quickly, but we do our utmost to accommodate address change requests. The most effective way to edit your shipping information is to contact us HERE.
Do you ship to APO/FPO or P.O. boxes?
Unfortunately, our shipping couriers do not deliver to APO/FPO & PO Boxes. We apologize for any inconvenience this may cause.
My order shows delivered but not received
We apologize if you have not received your item as indicated.
If your tracking information shows that your package was delivered, but you can't find it:
Verify the shipping address on your order.
The carrier may have placed it in a safe location.
Check your porch, garage, any area out of potential weather hazards, exterior doors, and any place where the package could be placed to determine if someone else accepted the package.
Ask your neighbors if they have seen your package. It is possible that the package may appear as 'delivered', but it could take an additional 24 hours for it to arrive.
If it appears that your package has been stolen, it is the customer's responsibility to file a claim with the shipping carrier (UPS, FedEx, etc.). However, the carrier does not guarantee reimbursement.
Do you ship Internationally?
Unfortunately, at this time, we do not ship internationally.
We offer free shipping within the contiguous US (excluding Alaska and Hawaii).
Shipping costs to Canada, Alaska or Hawaii will vary depending on the size and weight of your order.
Please Contact Us with your Canada, Alaska or Hawaii address and we would be happy to provide you with a custom shipping quote.
Are Taxes and Duties Covered?
Taxes are the responsibility of the customer.
Which shipping carrier will deliver my order?
We mainly ship using UPS or FedEx Ground. However, oversized items that are too large or heavy to ship ground will usually ship via one of the following: UPS Freight, XPO Logistics, or R + L Freight.
An "oversized" item is an area rug 9' x 12' or larger.
A date and time arrangement will be required for oversized items. The shipping carrier will call you to arrange the date and time of delivery.
We recommend that you inspect your order upon receiving it.
Standard size items (8' x 11' and smaller in size) do not require delivery arrangements. I.e., the shipping carrier will drop it off in front of your door.
However, you may track the expected delivery date and time via the emailed tracking number.
Please check your spam box if you do not see your tracking number.
Please carefully inspect your order upon delivery to ensure the merchandise is in proper condition.
If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you.
Write a detailed description of the damage on both your copy and the carrier's copy of the delivery receipt.
If you feel like the merchandise is damaged beyond repair, please refuse delivery.
My order shipped via Freight. How do I track it?
When your items ship, a bill of lading or PRO number will be provided.
To track a UPS Freight shipment, click HERE.
To track an R + L Carriers shipment, click HERE.
The freight carrier will contact you to schedule a delivery appointment.
Items will be delivered curbside to the address.
Please carefully inspect your order upon delivery to ensure the merchandise is in the proper condition.
If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you.
Write a detailed description of the damage on both your copy and the carrier's copy of the delivery receipt.
If you feel like the merchandise is damaged beyond repair, please refuse delivery and contact us HERE as soon as possible to report the damage.
When will I know when my Pre-Order is on its way?
Like orders placed for in-stock items, once your pre-ordered or back-ordered item has shipped, you will receive an email from us including your item's tracking number.
Can I reject my order?
We encourage you to refuse delivery if the merchandise is damaged beyond repair.
However, if you refuse delivery if the merchandise is not damaged, you are responsible for the return fees. Your refund will be your order total, less the return shipping and handling cost.
There are three ways that an order gets rejected:
→First, if you refuse delivery directly.
→Second, if your order is scheduled for pickup at the carrier's facility, and you don't pick it up during the given time frame. (Usually within five calendar days.)
→Third, if there is a scheduled delivery date, and you're absent to accept your order during every scheduled delivery attempt. (Usually, two attempts before the merchandise gets returned.)
+ MORE FAQs
Return Policy
To start a return, CLICK HERE.
We offer three options to make returning an item as easy as possible.
1. Take advantage of our discounted return shipping label. We will refund your order total, less the return shipping and handling cost.
2. Your choice of return method for a full refund.
3. Free returns for store credit. Items eligible for free returns must be equal to or less than 5’x8’.
Items eligible for return:
Must be sent to us within 30 days of the delivery date of your order.
Must be sent to us in the same condition that it was delivered.
All items except American cover design / Persian weavers are eligible for return.
All American cover design / Persian weavers items are final sale.
Any questions, Contact Us.
Refund Policy
For discounted return labels, we will refund your order total, less the return shipping and handling cost.
You will receive a full refund if you wish to return the item using the carrier of your choice.
We process the refund within 1-3 business days of receiving your return.
Please note, it may take your bank or credit card provider an additional 1-3 business days to reflect your refund on your statement.
All refunds except for free returns are sent through the payment method you used on the order.
Only free returns will be in exchange for a store credit.
The store credit does not expire.
Items eligible for free return must be equal to or less than 5’x8’.
Cancellation Policy
Unfortunately, due to our fast order processing speeds, we cannot cancel any order once an order has been processed or tracking has been applied.
We will do everything we can to take care of this for you; however, if we cannot fulfill your request, you may start your return by sending a request HERE.
Products that are packaged and put on a truck for delivery are considered shipped goods.
If an item has already been shipped, and then canceled or refused at the time of delivery, your refund will be your order total, less the return shipping and handling cost.
Orders that require a change of address after shipment will incur additional re-route fees.
Damaged Item Policy
If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer.
We take every step possible to ensure your orders arrive in the best condition possible.
We recommend that you inspect your order upon receiving it.
Standard-size items (8' x 11' and smaller) do not require delivery arrangements. I.e., the shipping carrier will drop it off in front of your door.
However, you may track the expected delivery date and time via the emailed tracking number.
Please check your spam box if you do not see your tracking number.
Please carefully inspect your order upon delivery to ensure the merchandise is in proper condition.
If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you. Write a detailed description of the damage on both your copy and the carrier's copy of the delivery receipt.
If you feel like the merchandise is damaged beyond repair, please refuse delivery.
Damage claims or notice of product defects must be made within 48 hours of receipt of merchandise (for small parcel items not requiring a signature).
Detailed pictures of the original packaging must be sent with the damage claim otherwise the order is exempt from any damage claims.
If a repair or replacement is available but rejected, the return shipping charge is deducted from the refund.
To start a return, CLICK HERE.
Any questions, Contact Us.
How do I initiate a return?
We're sorry you weren't satisfied with your order. However, we want to make your return process as seamless as possible!
To start a return, CLICK HERE.
Any questions, Contact Us.
Do I need a return authorization number?
Yes, all returns must have a valid return authorization number (RA#) to be credited.
We will send you the RA# once you initiate a return on a recently purchased order.
The RA# should be written on the return packaging or shipping label to expedite the return process.
Please disregard this step if you receive a return label from us.
What do I do after I start my return?
If you received a return label from us, simply print the label and drop it off at the return shipping carrier location near you, or request a pickup.
Depending on the carrier, additional fees may apply to a pickup request.
If you wish to return the item using the carrier of your choice, (we recommend FedEx.) send them the dimensions, return address, and return authorization number (RA#).
The return carrier of your choice should send you a link to your return label.
Print the label. Re-wrap your item if it isn't still wrapped: Unfortunately, shipping carriers won't ship loose/unpackaged items, so we do ask that you securely wrap your item(s), either in the original wrapping or a similar secure plastic.
Ensure that there are no other tracking labels attached to your package.
Stick the return label on the package.
A clear RA# should be written next to the return label on the outer package.
Be sure to share the return tracking # with us.
If you have questions or concerns, please don't hesitate to Contact Us.
What if I need to exchange the item for a different item?
If you need to exchange your item, we ask that you place another order for the desired item. Meanwhile, your original order must be returned.
How do I return more than one item in an order?
Each item has to be processed one at a time. If you would like to return multiple items from one order, navigate through requesting a return for each item you would like to return as mentioned above.
Each product sent back to us will require a unique Return Authorization Number.
For expedited processing, please make sure that you address the items consistently.
What's the return address?
The return address varies depending on where the manufacturer's return warehouse is located.
However, all returns are in the United States.
How much is the return fee?
The price of a return label depends on the size, product weight, distance traveled, and dimensions of the product being returned.
If you choose our discounted return label, we will send you the return cost.
Your return cost will be deducted directly from your refund amount once the return is completed.
Returns Due to Color
Returns of products due to the different shades of color are subject to the standard return policy.
Colors produced on a screen (monitors, laptops, tablets, cell phones, etc.) vary greatly from company to company and product to product.
Ambient light, brightness, color settings, and the viewing angle of a display play a major role in color reproduction.
Our vendors do their best to supply us with proper colors but due to these variables, we cannot guarantee the exact color of a product shown in the pictures.
Returns Due to Material
Returns of products due to the quality of the material are subject to the standard return policy.
The quality (i.e. softness, texture, etc.) of a material is subjective.
We provide digital swatches to view the texture of the material.
If the digital swatches do not suffice, please inquire about physical swatches.
Physical swatches may not be available for all products and may incur shipping fees.
Returns Due to Dimensions
Returns of products due to incorrect dimensions are subject to the standard refund policy if the actual dimensions lie within 5% of the dimensions listed.
Returns Due to Defective or Incorrect Items
If a defect is discovered and confirmed, we will replace the defective part at no cost to the buyer.
Notice of defects or incorrect items must be made within 48 hrs of receipt when a signature is not required.
If a signature or sign-off is required but incorrect items are still accepted, any claims or returns are subject to the standard return policy.
In the event that a suitable replacement is not available, a return will be authorized. After the return is completed, a full refund will be issued in the form of the original payment method.
What if I still have a question you didn't answer?
We are here to help. Contact us HERE.