If you decide that a product does not meet your expectations for color, size, etc., please contact us within 6 days of receiving the order so that we may issue a Return Authorization number and provide you with a return address. There will be a restocking fee of 10% + shipping for any returns unless the merchandise is damaged. Please do not refuse any shipments (unless it arrives damaged) as this can cause delays in your refund and you will still be charged the 10% restocking fee + shipping. The House of Rugs does not issue return shipping labels.
Security is very important to us. The House of Rugs has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are transmitted in an encrypted format at all times. Our website, and more importantly all user information, is further protected by a multi-layer firewall-based security system.
We are available Monday-Saturday from 9:00am-5:00pm Central Time. You can call 1-866-512-7847 to reach us. From our info@therugshouse.com, you can email us.
All of our products are guaranteed brand-new and first-quality, and all items are inspected before leaving the warehouse. Each item is guaranteed to arrive to you in top-notch condition. If for some reason it does not, please contact us immediately and we will have it picked up and replaced with the identical item at no cost to you.
Prices are subject to change at any time. This is sometimes the result of price increases/decreases by the manufacturer or even error correction. Unfortunately, we cannot honor pricing errors.
Actual Rugs as Compared to their Picture We spend a great deal of time ensuring that our rugs are shown to you as accurately as possible. However, please keep in mind that the color calibration of computer monitors and digital photos can vary greatly. If the exact shade of a color is of utmost importance to you, we highly recommend you purchase the smallest size rug available to try as a sample or visit our showroom.
You should also note that rug designs usually change as the size of the rug increases or decreases. For example, large rugs typically have wider, more complicated borders and designs than smaller rugs. Most of the rugs photographed on our website are 8' x 10' or larger.
Please contact us prior to returning any item so that we may issue a Return Authorization number and provide you with complete return instructions. If you decide that a product does not meet your expectations for color, size, etc., we will accept its return within 30 days from shipment, as long as the product is returned to us undamaged and in new condition. We highly recommend that you purchase insurance and tracking for your rug before shipping it. If it arrives to us damaged, we will not be able to issue a refund for it, but will assist you in any way possible with filing an insurance claim. Rugs returned dirty or damaged due to insufficient packaging cannot be fully refunded.
In the rare event that your rug is damaged in transit to you, please refuse the item and contact us ASAP. If your item was damaged in transit and you were not home to refuse it, please save all the packaging material and notify us immediately.
If you have received and opened your item and determine it is defective or that you have received the incorrect item, we will facilitate a pick up and replacement of identical item. Occasionally, we will request pictures to help us determine and evaluate the extent of the damage. These can be simple digital pictures sent from your phone. We must be contacted with any of these issues within 5 days of receiving the item.
Open your rug carefully. If the original packaging material is in good condition, you may reuse it. Make sure all open/loose ends are securely sealed with packing tape. If you cannot reuse the packaging, a heavy-duty disposable plastic painter's tarp (available at most hardware stores) is a great substitute. Make sure to remove any/all original packing labels before shipping your rug back to us. We highly recommend that you purchase insurance and tracking for any items you return, since you, the shipper, are responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges unless the House of Rugs is facilitating a pick-up/replacement for you.
Please refer to rug care page for detailed instructions on taking care of your rug.
Ground shipping to you is free within the continental US. Please contact us for rates to Canada. Customers are responsible for return shipping. To help you figure your shipping costs, you might want to use FedEx.com, UPS.com or USPS.com to attain shipping rates. You can usually obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. Unfortunately we do not accept returns from Canada at this time. We do not issue return labels.
Orders placed before 1:00pm CST are usually shipped within 48 business hours from one of our distribution centers in Texas. Some items may ship directly from the manufacturer within 2-7 days. Either way, you can expect your rug to arrive within 7 to 12 business days. If, for some reason, your order is delayed, we will let you know via e-mail or phone and let you know. Oversized shipments (rugs 9' x 12' and larger) are too big for UPS and FedEx and will ship via truck line and therefore may take an extra day or two. Freight trucking companies will usually call you to make delivery arrangements.
We ship most products from our warehouse or from our manufacturers' warehouses via UPS or FedEx ground service. Some of our items are too large to ship via UPS or FedEx and must be shipped via truck or a specialized carrier. In most cases, these carriers will call you prior to delivering your order to arrange a delivery appointment during regular business hours. All items shipped to a residential or business location will be delivered to your door. Please know, unless your item is over sized, you will not receive a call prior to delivery. UPS/FedEx is unable to provide this service. You will receive "inside delivery" from our freight line and you can expect your freight shipments to be carried "over the threshold" of your home.