Returns and Refunds Policy
We stand behind our products and services and want you to be fully satisfied with them. We also go to great lengths to make sure our site reflects the truest and most accurate photos, colors and shapes of all our rugs. But we understand that sometimes things don't work out. So, if for any reason you are not 100% satisfied with your purchase, you can return the items within 30 days from the day you received the item(s).
If you ordered by credit card, we will credit your account within 3-5 business days after we receive the items. Depending on the issuing bank and/or billing cycle, it may take additional time for the credit to show on your statement.
Return Shipping Charges
Customers are responsible to pay shipping charges for returns. Customers outside the United States should be aware that additional fees may be incurred above the shipment charges, such as duties, taxes and tariffs. These additional fees are non-refundable.
In order to protect yourself from lost or damaged items during shipping, we highly recommend that you use a shipping carrier that offers insurance. We recommend FedEx, UPS, and DHL, but other carriers usually offer insurance as well. The amount of insurance should be at least the amount of the purchased items. Insurance fees are non-refundable.
Items Not Eligible for Refund
Due to the nature of certain products and discounts, not all products are refundable. Following is a list of items that are not refundable:
- Items marked as final sale
- Custom-made rugs (including roll runners)
- Made-to-order/production rugs (these include: Milliken rugs, Rhody rugs, Colonial Mills rugs, and Any of Capel's braided rugs)
- Clearance rugs
- Opened rug pads
All rectangular and oval rugs over 8 ft. x 11 ft., as well as round, square, and octagon rugs over 8 ft. x 8 ft. are considered oversized. Because these sizes require special handling and shipping, the costs of returning them to us could be in hundreds of dollars. In order to save you some hassle and return shipping costs, we strongly recommend that you order a smaller rug to see colors and quality before ordering an oversized rug. You can then return the smaller rug to us for a refund (less return shipping costs) and decide whether you want to order the large one. If you have any doubts about ordering oversized rug, you can always contact us to inquire about the weight and shipping dimensions.
It is very important to us that your returns are trouble-free and don't incur restocking fees. Unfortunately, there are few cases where a 20% restocking fee will apply. We will charge the restocking fee if...
- the rug has been returned after 30 days.
- the package does not provide an Return Authorization (RA) number. In addition to restocking fees, this will cause a delay in your refund, as we need to find out whom this shipment belongs to.
- the rug was not shipped to the proper address.
- the rug has been damaged or soiled. If it is the result of shipping, the package will be refused
Returning to Outlet Store
Just bring the item(s) and the credit card used when you placed the order to our outlet store located at
116 Avenue D,
Snohomish, WA 98290.
See our contact us page for outlet store hours and special closure dates.
If you are returning item(s) originally bought online, please have your order number handy when arriving at the outlet store.
Returning by Mail
If you have your order number available, you can start your return now.
If you prefer to talk to one of our customer service associates, please call us at +1 (800) 275-7020.