Frequently Asked Questions

Welcome to our FAQ page! Whether you're shopping for rugs, lighting, or home accents, we’re here to provide clear answers to your most common questions. For anything not covered below, feel free to contact our customer service team—we’re happy to help!

🔧 General Information

What kind of warranty do you offer?

Every product we sell is backed by a manufacturer’s warranty, ensuring protection against material or manufacturing defects. Warranty coverage varies by brand and product type, including rugs, lighting fixtures, and hardware. Need help understanding your product’s warranty? Contact us—we're happy to walk you through the details before or after purchase.

What payment methods do you accept?

We accept all major payment options including Shopify Payments, Shopify Payments Installments, Visa, MasterCard, American Express, PayPal, cheque, and wire transfer, so you can choose what’s most convenient for you.

What is your 110% Landed Price Match Guarantee?

If you find a lower advertised price on the same item, we’ll refund you the difference plus 10%! That’s our promise to ensure you’re always getting the best deal in the USA.

Do you offer trade or volume discounts?

Yes! We offer exclusive trade pricing and volume discounts for interior designers, architects, and contractors. Our Trade Program provides personalized service, product sourcing, and custom volume quotes. Reach out to our Trade Team to learn more or to apply..

📦 Orders, Shipping & Delivery

How long will it take to receive my order?

Orders ship directly from our suppliers to reduce wait times. Most rugs ship within 7 business days, unless otherwise noted.

• Free shipping is available in the continental USA on orders over $199
• Expedited or international shipping? Contact us for a custom quote

Check product pages for specific shipping timeframes.

Do you offer free shipping?

Yes! We provide free shipping across the USA on orders over $199. Oversized or remote area deliveries may incur extra fees, which we’ll notify you about before processing.

Can I change or cancel my order?

Yes, but only within 24 hours of placing your order. After that, we cannot guarantee changes. Custom or made-to-order items are final sale and cannot be cancelled or modified.

Do you ship outside of the USA?

Yes. We ship to Canada as well via our CA storefront: www.therugdistrict.ca.

How can I track my order?

Once your order ships, we’ll send you a tracking number by email. You can also reach out to us for order updates at any time.

🔄 Returns & Damages

What is your return policy?

We have a 30-day return policy, which includes:

• You must file a return request or damage claim within 15 days of delivery
• You then have an additional 15 days to return the item
• All returns require a return authorization number
• Restocking fees may apply depending on the item
• View our full return policy here

What if my item arrives damaged or defective?

Please inspect your item upon arrival. Report any damage or defects within 7 days with supporting photos. We’ll coordinate a free replacement or resolution as quickly as possible.

Can I return a product sample?

Samples are non-returnable, but if you order the full product later, we’ll refund the sample cost. Just mention it in your order notes.

🧺 Rugs, Sizes & Materials

Are product photos accurate?

We strive for true-to-life product imagery, but variations in color or texture may occur due to screen settings or production methods, especially for handmade or dyed pieces. Need more visuals? Just ask—we’re happy to help.

Are listed sizes exact?

Sizes are based on manufacturer specifications. Please allow for a 3–5% variation, particularly for handmade or woven products.

How do I care for my product?

Each product has specific care instructions. Refer to the product page for details (if available), otherwise spot clean with warm water, soap solution. Vacuum regularly (without a beater bar).

For specific inquiries, please contact us and we will be happy to assist.

Have a question about scale, height, or placement?

We’re here to help with expert advice. Contact us for design consultations or questions about scale and proportion.

Will the pattern look the same on all rug sizes?

Patterns are adjusted based on size for optimal visual balance. Smaller rugs may have cropped motifs, but the overall design and colors remain consistent.

What is a dye lot?

A dye lot refers to a specific batch of dye. Minor color variations may occur between different dye lots, especially with natural fibre rugs.

🔍 Still Have Questions?

Reach out to our team for personalized assistance by phone, email, or live chat. We’re here to help you shop with confidence.