INFORMATION QUESTIONS

FREQUENTLY ASKED QUESTIONS

How can I place an order?

You can add products to your cart on our website and complete the checkout process to place your order.

What payment methods do you accept?

Can I cancel or modify my order?

If your order has not been shipped yet, you can cancel or change it.You can open a Ticket from the Customer Support page.

How can I update my billing information?

After placing an order, you can open a Support ticket to update your billing information or contact our customer service team for assistance.

How much is the shipping fee?

We offer free shipping for all orders. Details are provided on the product page.

When will I receive my order?

Delivery usually takes 4-7 business days. Custom-made products may take longer.

Do you offer international shipping?

Shipping is only done within the United States. Please check our shipping policy for more details.

How can I track my order?

Once your order has been shipped, a tracking number will be emailed to you. You can also check the status of your order by clicking the tracking button on your orders page.

How can I return a product?

To initiate a return, please contact our customer service team. You will be provided with return instructions. You can open a Ticket from the Customer Support page.

Can I exchange a product?

Exchanges can be made as long as the product is unused and in its original packaging.

Who covers the return shipping costs?

For defective items, return shipping costs are covered by us.

Do your products have a warranty?

All our products are covered by a 1 year warranty.

How should I clean the products?

Please read the cleaning instructions on the Washable Rugs Care Guide page.

Can I create my own design?

Yes, you can upload your designs and personalize our customizable products on Design Your Rug page.

Will the product colors match exactly what I see online?

Slight color differences may happen because of screen settings or lighting.

I forgot my account password. What should I do?

Use the “Forgot Password” link on the login page to reset your password.

Is it safe to make payments on your website?

Yes, our website is SSL certified and your card information is never saved on our system.

How can I contact you?

You can contact us via e-mail, phone or customer support.