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Store Policies

Return Policy 

Orders placed online that ship directly from the warehouse to our customer have a 14-day return/exchange policy from the delivery date.

For local customers who are interested in purchasing from our store location in Indian Trail, NC, we offer a 3-day in-home trial. 

We do not charge a restocking fee. If for any reason you are not satisfied with your purchase, please notify us within 14 days from the delivery date to ensure that your return/exchange request is accepted.

Return shipping charges are the customer's responsibility unless the item was received with damage or the wrong item was received. In such a case, we must be informed within 7 business days about the fault. Additionally, the claims department may request images of the issue to process the return claim.

To request a return, please log in to your account here and submit a return request. You may also email us at: cs@rugoutletstore.com or call our customer service at: 704.684.0149. 

Please provide one of the following with your return request: (Order number, First and Last name on the order, and Phone number on the order).

A Return Authorization Number (RA#) must be obtained from us before any rug can be returned or exchanged. Items returned without RA# will be rejected by our return department.

Please note, in case we have to pick up an item due to a fault from our end, the pick-up will only be accepted from the address we shipped the item to.

The rug must be returned to us packaged in the same manner in which it was delivered.

Rugs/items must be shipped back within 10 days from the day the RA# is provided and the return is authorized.

Returning The Rug

You must make your return request within 14 days from the date of delivery to be accepted. Rugs must be returned in their original condition and wrapped properly in plastic. Items will be inspected upon arrival and must be in new condition. If it is soiled or damaged it may be refused or incur a 25% service fee plus shipping costs. 

A- The RA# (return authorization number) must be visible on the outside of the package, under the return address.

B- You must provide us with the tracking number by email or phone so we can track the rug and issue a refund immediately upon receipt and inspection of the item.

Any promotional products offered with the purchase must be returned unopened or the actual price of the item will be deducted from the refund. 

Order Cancellation Requests

We will always do our best to stop the shipment of your order once we receive your cancellation request, however, please know that cancellation is not always guaranteed as some of our distribution centers load the item onto the freight truck within hours of receiving the order to be picked up by the freight within 24-48 hours. In such a case, the order will be qualified for our 14-day return policy. 

Free Ground Shipping

We offer free ground shipping to the continental United States (this excludes Alaska, Hawaii, and Puerto Rico) by UPS or FedEx Ground on all purchases of $99 and up.

For Canada shipments, please click here and provide our customer service department with the SKU# of the item (from the product page) along with the shipping address for us to provide you with the most accurate freight quote.

Unfortunately, we currently do not ship to any other countries besides Canada.

Expedited shipping services are available at the customer's expense. Expedited shipping will not be billed on the original invoice, these charges will be billed at a later date.

To receive an Expedited shipping quote, click here and provide the product SKU number and the ship to address. SKU # can be found on the product page.

Shipment Notification

Check your Spam / Junk folder for our emails.

Once your order is submitted, you will receive an email from us with the details of your order. A tracking number will be emailed once the order ships (normally within 3-5 business days)

Delivery Time

Most orders leave our warehouse within 3-5 business days and will take approximately 3-5 business days in transit for ground delivery.

Oversize rugs that require LTL freight can take a few extra days in transit.

Rugs that are on backorder require an additional length of time. In the case of a backorder, you will be notified by email or phone regarding the delay time.

Non-Returnable

Samples are non-returnable. However, samples can be returned to our store and credited back if exchanged with any larger rug priced at $250 and up.

Unfortunately, rugs marked as (Made To Order, Custom-made, Custom-size) are not returnable.Custom-made/sizes rugs are eligible for a replacement if there is damage or a defect from the manufacturer's end in which images of the issue are required to be attached to the claim.

Custom-made rugs order cancelation request

Please note, that once the Custom-made order is submitted, we have only 24 hours to send our cancelation request before the production of the item is started.

*Color and Size Disclaimer

Please note, the images we display have the most accurate color possible. However, due to differences in computer/device screen settings, colors may vary slightly from the actual rug colors. Please be advised that this is not considered a manufacturing defect.  If you are not sure of a rug's colors on your screen or you need help with colors, please email us or call us toll-free: 704-814-9552 and we will be glad to try and assist you with the color details.

Getting The Refund

After we have received and inspected the rug, your money will be refunded to you (Inspection of the rug may take up to 7 Business days).

Rug Pad Return

In the case of a returned rug that came with a free pad, the free unopened pad must also be returned unopened for a full refund or the price of the pad will be deducted from the refund.

Signing For the Delivery

If a Signature was requested by the customer at the delivery time, it is the customer's responsibility to be present at the time of delivery. If we ship an order to the correct address that has a signature required and no one is available to receive the order (or the package was refused), the customer will be required to pay 20% of the total purchase price to cover the shipping and handling expense.

Pattern and Size: Images shown reflect patterns 5x8 size and larger, some smaller sizes, runners, rounds, and ovals may have similar but not exact patterns.

Please note, because of the way area rugs are made, some sizes may vary by 1” - 3” from the listed dimensions. We do our best to provide accurate measurements, however, please be advised that some variation exists and that this is not a manufacturing defect.

RugOutletStore.com has the right to cancel any order in the event a product is listed at the incorrect price due to a typographical error. Our store policies are subject to change without notice.

Customer Service: 704.684.0149

By placing an order with RugOutletStore.com you are agreeing to the terms and conditions specified above.

Thank you and we appreciate your business.


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