Customer Service Policies

Methods of payment

We accept Visa, Master Card, American Express and Discover Card, as well as International money orders in US dollars, PayPal, and corporate checks.

All purchases of $1,000 and above qualify for our easy payment plan. The cost of your purchase will be spread out over three convenient payments. Only credit cards are accepted as method of payment. Learn more about the easy payment plan.

Delivery

Shipping is now free to the US and Canada and we are proud to use FedEx as our preferred shipping provider. For all other orders, shipping and any applicable customs and duty charges will apply.

For Canadian orders, Rugman.com will take care of all duties and customs charges for Rugman.com orders shipped to Canadian addresses. Canadian residents will be required to pay GST. Residents of Ontario will also be required to pay PST.

Please note that we cannot combine shipping of multiple orders going to the same address. We regret that we are unable to ship to PO Boxes or an APO address.

To protect you from the theft or misdirection of your shipment, you may request that a signature be obtained upon delivery of any Rugman.com rug. This service will cost US $5 per rug, added to your final shipping charge.

Delivery

Shipping is now free to the US and Canada and we are proud to use FedEx as our preferred shipping provider. For all other orders, shipping and any applicable customs and duty charges will apply.

For Canadian orders, Rugman.com will take care of all duties and customs charges for Rugman.com orders shipped to Canadian addresses. Canadian residents will be required to pay GST. Residents of Ontario will also be required to pay PST.

Please note that we cannot combine shipping of multiple orders going to the same address. We regret that we are unable to ship to PO Boxes or an APO address.

To protect you from the theft or misdirection of your shipment, you may request that a signature be obtained upon delivery of any Rugman.com rug. This service will cost US $5 per rug, added to your final shipping charge.

Returns

Persian Area Rugs

Rugs must be returned within 180 days of delivery. Merchandise must be returned in its original packaging or equivalent. Additional conditions apply to items covered by a payment plan (see below).

All Area Rugs, Except Persian Area Rugs

Rugs must be returned within 30 days of delivery. Merchandise must be returned in its original packaging or equivalent. Additional conditions apply to items covered by a payment plan (see below).

Rug Care Items & Rug Accessories

Rug care items (eg. rug pads and cleaning solutions) and rug accessories must be returned within 30 days of delivery. Please note that refunds are subject to a 25% restocking fee. Merchandise must be returned in original packaging. Additional conditions apply to items purchased under a payment plan (see below).

Important:Please email ( support@rugman.com) or call us (1-877-784-6261) before you ship any items back to us. We will give you specific instructions about how to return your items. Please note that clients are responsible for return shipping.

Please be sure to completely wrap your returns in the original packaging or equivalent and use tape to secure it.

Please note that we inspect the items upon arrival and items that have been soiled or damaged may be refused or cause you to incur additional fees.

Items Covered by a Payment Plan

If a returned item is covered by a payment plan and not yet paid in full, it will be subject to a Payment Plan Adjustment Fee in the amount of 10% of the item price (max $100 per item).

Damage

If you find that your shipment shows visible signs of damage on receipt, please attempt to open it in the presence of the driver. If the contents of the package are damaged due to shipping process, make sure to document that on the shipping manifest. Damage due to shipping must be reported within 7 days.

Contact us immediately so that we have a record of the problem and be sure to retain all packaging materials. If possible, take a photograph of the damaged package, as this can assist in the claims process.

Sales Tax

There is no sales tax charged on products shipped within the United States.

Privacy Statement

Protecting your privacy is very important to Rugman.com. Any personal information you provide will be treated with care, and subject to our Privacy Policy, will not be used or disclosed in ways to which you have not consented. To learn how Rugman.com collects, uses, and discloses the personal information you may provide while using our site, please click here.