Returns & Exchanges
days return for rugs purchased online.
days return policy for rugs purchased in our physical stores.
HOW TO RETURN OR EXCHANGE YOUR ORDER
We take all the risk out of ordering by offering a satisfaction guarantee. We'll always do our best to take care of you! If for any reason you are not completely satisfied with your Rug Expo rug or other products, we offer a full refund less return shipping. Just start your return shipping within 14 days for online orders, or return it to our store within two days for rugs purchased in our local store. This excludes rugs marked or sold as "clearance" and custom orders.
For online orders, you will need a return authorization. Just send us an email to support @ rugexpo.zendesk.com, give us a call or just use our chat feature (if present) at the bottom of this page to start your return.
COST & PAYMENT
We have arranged for discounted shipping fees to keep your return shipping affordable. To make it easiest for our customers, the amount of the return label you select will be deducted from your returned purchase amount. You will see the amount that will be deducted at the time of the return. The price of the return freight depends on the size of the product being returned. We take into consideration the item to be returned product weight, distance to travel, and dimensions when generating a shipping label for you. If you would like to return the rug using your own shipping method, let us know when initiating the return authorization and no freight charges will be deducted from your credit card.
If you purchase a label from us, you will be required to drop the item off an item at a choice of the designated drop off stations. If you do not want to drop off your item, you are given an option in the email that is sent to you, so we can schedule a pickup. Please note, there is an additional fee associated with this service. The return label is good for 7 days. If you haven’t received your return shipping label via email, check your spam and trash folder where sometimes emails get blocked and sent to. If you still can’t find it, please give our customer service a call and we can get you the appropriate return information or put in a new return shipment request.
If you need to exchange your item, we ask that you place a new order for the desired item. Your original order must be returned by submitting a return on the order page here. If you have specific questions in regards to an exchange, please contact our customer service team at [email protected], or you can call us at (858) 689-9007 during the hours of Mon-Fri: 10am-6pm, Sat: 10am-7pm Sun: 11am-6pm, PT.