Frequently Asked Questions

If you don’t find the answer to your question here, please contact us.

Pre-order Questions:

  1. How accurate are the colors of the rug images shown here?
  2. Is my personal information secure?
  3. Is there a sales tax for certain states?
  4. What methods of payment does Rugman accept?
  5. Can I order by telephone?
  6. How much will shipping cost?
  7. Can more than one rug be combined to reduce the cost of shipping?
  8. Can orders be shipped to a P.O. Box, or an APO/FPO address?
  9. Do you offer a volume discount?
  10. Do you have a retail store?
  11. Why do you recommend a rug pad for my rug?

Post-order questions:

  1. I just placed an order, what now?
  2. How do I check the status of my order?
  3. How do I obtain my order number if I’ve forgotten it?
  4. How can I make a change or cancel my order?
  5. How long will it take for my rug to arrive?
  6. Do I need to be at home to accept my delivery when it arrives?
  7. What if my rug is damaged, defective in any way, or just not the item I ordered?
  8. There are folds and creases on my rug.  Is this normal, and will they go away?
  9. What if I’m not happy with my rug?

1. How accurate are the colors of the rug images shown here?

We take every necessary step to display as accurately as possible the colors of every rug that appears on Rugman. Please note that as the actual colors you see really depend on your monitor and its settings, we cannot guarantee that your monitor’s display of any color will be completely accurate. However, if you’re unhappy with rug for any reason, remember you have up to 30 days to return it for a refund, no questions asked.

2. Is my personal information secure?

We use the latest SSL encryption technology to protect online transactions, including your personal information. This ensures the highest safety and security standards, which is assured by our Safe Shopping Guarantee. We never disclose any personal client data, such as your email, to other agencies or third parties. Read more in our Privacy Policy

3. Is there a sales tax for certain states?

The prices you see include all applicable taxes and shipping and handling fees in continental USA.

Canadian residents are required to pay GST or HST as detailed below:

  • Ontario 13% HST
  • British Columbia 12% HST
  • Nova Scotia 15% HST
  • New Brunswick 13% HST
  • Newfoundland & Labrador 13% HST
  • All other Provinces and Territories 5% GST

International customers (including Alaska, Hawaii, Puerto Rico, the US Virgin Island,) are responsible for applicable duty and custom fees.

4. What methods of payment does Rugman.com accept?

We accept a wide variety of secure payment methods including: Visa, MasterCard, American Express, Diner’s Club, Discover, PayPal and International Money Orders in US Dollars.

5. Can I order by telephone?

Yes, our client service team is ready to accept orders over the phone. Please call us toll-free at 1-877-784-6261 during the hours of 9am to 5pm EST, Monday - Friday.

6. How much will shipping cost?

Shipping is free within the continental USA and Canada.

There will be additional delivery costs when shipping to Alaska, Hawaii, Puerto Rico, the US Virgin Islands and NWT, Nunavut and international addresses.

7. Can more than one rug be combined to reduce the cost of shipping?

No. Every rug has been expertly packaged individually and insured, and the costs of unwrapping and rewrapping pieces are prohibitive. The cost of each piece is calculated to include all expenses such as wrapping, handling, insurance, and delivery; and cannot be adjusted.

8. Can orders be shipped to a P.O. Box, or an APO/FPO address?

Sorry, we are unable to ship to P.O. Boxes or APO/FPO addresses at this time.

9. Do you offer a volume discount?

Because of our reach we are able to sell individual rugs at whole sale prices. In fact a considerable number of fine rug dealers and designers actually purchase large amounts of rugs from Rugman on a monthly basis. That being said, we don’t do volume discounts and offer every client, big or small, the same level of service and prices.

10. Do you have a store?

No. Not having the overhead of a retail store allows us to have the lowest prices available for such a high quality items. At Rugman, we allow you to skip entire layers of the traditional distribution channels, saving you lots of money. Our motto is “straight from the loom to your room!”  No traditional mark-up, no wait. For further information, please read Offering true quality rugs at a discount. How is it done?

11. Why do you recommend a rug pad for my rug?

For reasons which include your safety, and the long-term care of your rug. Rugs can slip on surfaces of wood, tile or ceramic flooring, or ‘creep’ when placed on top of wall-to-wall carpeting. Rug pads help to prevent this. Furthermore, sharp objects like heels or furniture can damage or cut the rug’s foundation, and normal traffic can flatten areas of the pile, which the cushioning of a rug pad greatly reduces the chances of this happening.

12. I just placed an order, what’s next?

After ordering, you will receive two email confirmations. The first will confirm that we have received your order and the second will be sent when the rug is on its way to your home. If you ever have a question regarding your order, please contact us.

13. How do I check the status of my order?

When your order has been shipped you will be provided with a link by email to track the status of the delivery. This tracking will be available within 48 hours after shipping, and will show the status of your package until delivery. In remote areas our shipping process may involve local delivery agents, which will be indicated on the tracking page.

14. How do I obtain my order number if I’ve forgotten it?

Please contact us and we will happily provide you with your order number.

15. How can I make a change or cancel my order?

Please contact us as soon as you can.

16. How long will it take to get my rug?

Your order will be shipped within two business days. Shipping time varies by location, with delivery times ranging between 5 to 10 business days.

17. Do I need to be at home to accept my delivery when it arrives?

No, unless you specially request that a signature be obtained upon delivery, you do not need to be at home. However, if you choose to require a signature you must be there to accept the package.

18. What if my rug is damaged, defective in any way, or just not the item I ordered?

In the rare circumstance that you should notice any serious defect, or have received the wrong item, please contact us immediately and we will make it right.

19. There are folds and creases on my rug.  Is this normal, and will they go away?

Yes, the creases are perfectly normal due to folding and to the protective method of shipping, and they will flatten out within two weeks.

20. What if I’m not happy with my rug?

Your complete satisfaction is guaranteed. If, for any reason, you are not totally satisfied with your purchase, you may return it for a refund within 30 days of receipt of your purchase. We know that the best way to see and appreciate an Oriental rug is to see it in your home for a few days, to judge how well it fits with your décor.

If you would like to return it, please contact us.