FAQ
Buying samples
You can order sample boxes containing material swatches to see and feel the quality before making your purchase decision.
Multiple promotions and credits cannot be combined unless specifically stated in the offer terms.
Please verify the coupon code spelling, check the expiration date, and ensure you meet all the terms and conditions.
Samples can be returned within 30 days using the prepaid return shipping label included in your sample box.
Yes, you will receive a full refund to your original payment method once we receive and process your returned samples.
We offer standard ground shipping and expedited 2-day shipping options for sample boxes.
Ordering & shipping
We ship to all 50 United States, Canada, and select international destinations.
Standard ground shipping, expedited 2-day, overnight, and white glove delivery with room placement are available.
Orders can be modified or cancelled within 24 hours of placement. Contact our customer service team immediately for assistance.
In-stock rugs can be returned within 30 days. Custom-made rugs are final sale but we work closely with you during the design process.
Contact our delivery team at least 48 hours before your scheduled delivery date to arrange a new time.
In-stock rugs ship within 5-7 business days. Custom rugs typically take 8-12 weeks depending on size and complexity.
Yes, we can hold your completed rug in our warehouse and schedule delivery for a future date that works for you.
Sale items ship via standard ground shipping and typically arrive within 7-10 business days.
Selecting a rug
Provide your exact dimensions and our design team will create a rug specifically sized for your space with proportionally scaled patterns.
Wool offers durability and easy maintenance, silk adds luxurious sheen and softness, and blended materials combine the best qualities of both.
We use only eco-friendly, non-toxic treatments and dyes that are safe for your family and pets.
Our expert designers ensure all patterns scale proportionally to your custom size, maintaining the artistic integrity and visual balance.
Care & support
Contact our customer service team immediately with photos and order details. We will resolve the issue quickly and to your satisfaction.
Take photos of the damage and packaging within 48 hours of delivery and contact our support team for immediate replacement or repair.
We offer rug recycling programs and can connect you with local donation centers that accept quality used rugs.
Regular vacuuming without beater bar, immediate spot cleaning of spills, professional deep cleaning every 12-24 months, and rotating 180 degrees annually.