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Frequently Asked Questions

QUESTION: Do you have a store near me?
ANSWER: We have three convenient locations in the Carolinas and close to 200,000 square feet of combined showroom space!  Please see our Showrooms page for more details and to find the nearest location to you.

 

QUESTION: Why shop with Rug & Home?
ANSWER: Rug & Home has been in business for over 20 years.  During this time, we have created a diverse product offering from some of the top home furnishings brands and developed a collection of value-driven products, many of which are offered exclusively at Rug & Home. 

Rug & Home has come to be known not only for our extensive selection, totaling over 50,000 rugs, furniture, and accessories available in stock at our three locations, but also for our unmatched pricing.  We work on very low margins to bring the best prices possible directly to our customers.  We have shipped rugs to consumers in all fifty states!  We believe that speaks volumes of our pricing.

On top of great selection and prices, our customer service is the best in the home furnishings industry.  To help meet your home furnishing needs, we employ a design staff of experienced professionals trained to help guide your decision when purchasing an area rug or furniture piece.  Our entire team of specialists is prepared to provide you with the knowledge and expertise needed to help you decide which furnishings will work best for your home.

Finally, our quality is unrivaled!  We provide top of the line quality at economical prices – passing along the best values to our customers every time.  Please take a look at our customer testimonials on our Showrooms pages to find out what other customers are saying about their experience with Rug & Home!

 

QUESTION: Why do I have to call or email for prices in some cases?
ANSWER: Many of our manufacturing partners do not allow us to share pricing information online. Rug & Home has a large brick & mortar presence and therefore is able to negotiate extremely attractive prices which we pass on to our customers. Please call us at 1-877-784-4663 to get pricing for items that do not have a price listed on the website. 

 

QUESTION: Do you offer a price-match guarantee?
ANSWER: Yes! Your complete satisfaction is our sole aim!  With our Rock Bottom Prices and 100% Price Match Guarantee, you are always ensured the best possible price when you shop with Rug & Home!

While we try to make sure our customers always get the best prices up front, should you find a better price on any item we carry, from an online store, even if it is an advertised special, we will meet the lower price offered! 

The item must meet the following criteria to qualify:

  • The product is the same as the one on our website.  “Same” is defined as having the same SKU, and being from the same manufacturer.  This item must be new and of first-rate quality, not refurbished.
  • Rug & Home is both a brick and mortar, and online dealer. We respect our brick and mortar competitors and do not offer price matching to retail stores and showrooms. Price matching will be honored relative to online distributors ONLY.
  • All fees and charges will be accounted for in calculating your total cost with a competitor. This would include shipping costs, restocking fee and return restrictions.
  • Many of our suppliers have strict policies around minimum prices.  Rug & Home strictly adheres to these pricing policies, and will not match prices with retailers that do not abide by minimum pricing policies.
  • The advertised price is from an authorized (by the manufacturer) US retailer (online or offline).
  • Purchases made at any of our brick & mortar locations are not eligible for Price Matching.
  • The item is found for a lower price within 7 days of the date of purchase from Rug & Home’s website.

To redeem this offer, simply email us the complete URL (web address) of the lower priced item along with your name, email address, and details on the item and price difference, and we will respond to you with a lower price as soon as possible.  You can email us before or after your purchase. 

Please email us at customerservice@rugandhome.com

 

QUESTION: Do you have coupons or special offers?
ANSWER: We often run special sales events so please sign up for our newsletter to be the first to know!  Also, please be sure to check out the CLEARANCE section of our website, where we display our deeply discounted merchandise.

 

QUESTION: What if I find the same product for less at a store or another website?
ANSWER: Rug & Home is pleased to be able to offer a Price Match Guarantee.  This Guarantee is available for up to one week after an order has been placed on our site.  To request a price match, please either call us at 1-877-784-4663, or email us at customerservice@rugandhome.com.  The terms of the Guarantee are as follows:

  • We will match prices from any online retailer for a period of one week from the date of purchase. This Price Guarantee will not extend to prices from any brick & mortar stores or showrooms. 
  • All fees, charges, and stipulations (examples: restocking fees, shipping fees, taxes, processing charges) will be evaluated in determining the total competitor price.
  • The price must be provided in writing from the competing store and sent to Rug & Home. Verbal price offers cannot be matched.
  • Many of our manufacturing partners stipulate a minimum selling price for products. We strictly adhere to this policy.  Any Price Match Guarantee request is contingent on satisfying this policy. 
  • Purchases made at any of our retail stores do not fall under our Price Match Guarantee.

 

QUESTION: What are the “Lead Times” that are listed on each of the product pages?
ANSWER: Lead Times are the estimated amount of time it takes from the time the order is placed to actual delivery.  Please note that these are estimates.  We do everything in our power to ensure products arrive as quickly as possible, but these times may vary depending on season, weather, or manufacturer backlog.  We will communicate any delay in the order to you as soon as we become aware of it.

 

QUESTION: I am interested in a supplier or product that I can’t find on your site. Is it still possible to order that or from them through Rug & Home?
ANSWER: There is a good chance we can get the product you are looking for!  Rug & Home is a top home furnishings retailer in our region and we are usually able to get products even from brands that we do not currently carry.  Plus, if a brand is of interest to our customers, we may even add them to our lineup!  No matter what, we are committed to helping you find the product you are interested in elsewhere if we are unable to get it for you.  If you are looking for an item from one of our current brands or suppliers and don’t see it on our site, please call us at 1-877-784-4663 as the item may either be discontinued or so new that we have not yet added it to our site.

 

QUESTION: Do you offer financing?
ANSWER: Yes, Rug & Home offers financing options through Wells Fargo.  Please call us at 1-877-784-4663 for more information.

 

QUESTION: What are your payment options?
ANSWER: We offer several convenient payment options.  You can shop and pay online through our secure checkout using any major credit card (Visa, Mastercard, Discover, or American Express).  You can also pay online with Paypal and Amazon Payments.  Alternatively, you can call us at 1-877-784-4663 and our customer service team will be happy to process your order over the phone via credit card.  Lastly, if you prefer to pay by check, we can process your order over the phone, after which you can mail your payment via personal check or cashier’s check to:

Rug & Home
Attn: Online Orders

3333 Cloverleaf Parkway
Kannapolis, NC 28083

Please note that all orders paid by check will be placed on hold to allow for the check to clear before the order is processed and products are shipped.  We also have financing options available through Wells Fargo.  For more information on this, please call us at 1-877-784-4663.

 

QUESTION: When will my credit card be charged?
ANSWER: When you place your order through our website or over the phone, your card will be charged in full when the order is submitted.  Estimated delivery times are listed for every item on our site and we work with our manufacturing partners to ensure that merchandise is delivered within these time frames.  However, due to some special situations, custom finishes, or other backorder issue, an order may occasionally take longer than expected.  In these special cases where there is a much longer expected delivery time frame than originally quoted, we may agree to charge you 50% at the time of order and the balance when the order is ready to be shipped.  There will be no money due at the time of delivery as all orders will be paid in full in advance of shipping.

 

QUESTION: What is PCI DSS Compliance and how do you protect my information?
ANSWER: We take the security of all personally identifiable information associated with our customers and visitors very seriously.  PCI DSS is short for Payment Card Industry Data Security Standard and it is an information security standard for organizations that handle credit and debit card information.  Rug & Home’s website is Level 1 PCI DSS compliant.  When your credit card information is transmitted to Rug & Home we use industry standard, 128-bit SSL (secure socket layer) encryption to ensure the security of your information.  Once we receive your transmission, we ensure its security in our network.  

We maintain the data that you provide us, along with a record of your purchases, in a secure database.   We NEVER sell or share your data or information with any third party, nor do we buy customer information from third party vendors.  We may send you promotional emails about products, special offers, services or events we believe may be of interest to you from time to time.  You can easily opt out of these emails at any time.

 

QUESTION: What is your return policy?
ANSWER: Please refer to our Return Policy for further details.

 

QUESTION: What if I decide I don't want the product when I receive it?
ANSWER: If you are uncertain about your order, you can email us at onlineorders@rugandhome.com to cancel it within 24 hours of placing the order.  Rug & Home takes great effort to ship all orders as quickly as possible.  For this reason, if your order has already shipped or is about to ship and cannot be stopped, we will be unable to honor the cancellation request.  If you refuse the shipment when it arrives, you will be responsible for all shipping costs to you and back to us, as well as charged a restocking fee.  We will only be able to refund you the order total less these charges.  Please see our Return Policy for more information.

 

QUESTION: What if I want inside, not curbside, delivery of my order?
ANSWER: Rug & Home only offers white glove delivery on all furniture orders at this time and we offer this at a subsidized, low flat-rate cost or free, depending on the order size (see our Shipping Policy for more details).  In the case of smaller furniture items, art, mirrors, lighting, accessories, bedding, and rugs, these will most likely be shipped via UPS or FedEx and will be delivered curbside.  In the case of oversized rugs or other large items not available for white glove delivery, these may be shipped via common carrier and left curbside as well.  For items typically delivered curbside, call us at 1-877-784-4663 and we will work with you to see if we can provide upgrade options for interior delivery for a small, additional charge.

 

QUESTION: I live close to your one of your store locations, but I was wondering if you provide local delivery?
ANSWER: Yes, we provide local delivery to customers residing within a 100 mile radius of our store locations in North and South Carolina.

 

QUESTION: Do you sell to the trade (designers, architects, etc)?
ANSWER: We have a simple and straightforward trade program that makes shopping with Rug & Home as a trade member easy and beneficial!  Please call us at 1-877-784-4663 or email us at customerservice@rugandhome.com for more details and we will send you our 1-page registration form, short list of requirements, and complete list of benefits.