Frequently Asked Questions

Return FAQs

QUESTION: Can I return my rug to any Rug & Home location?
ANSWER: Online returns can only be returned to one Rug & Home location in Kannapolis, NC, which is connected to our online warehouse, after receiving a Return Authorization form and Return Authorization Number for the return. To receive a return authorization please refer to our shipping and return policy page.

 

QUESTION: What is your return policy?
ANSWER: Rug & Home wants you to be 100% satisfied with your purchase. Our policy allows for returns within 7 days of delivery for the full purchase price no questions asked. Items must be unused and in the same condition as you received it. You are simply responsible for the return shipping cost. Please note that some items are final sale. See below for full return instructions. Please refer to our Return Policy for further details.

 

QUESTION: Are there any non-returnable, final sale items?
ANSWER: Custom rugs or furniture, clearance merchandise, furniture, and un-packaged linens and rug pads are all final sale and cannot be exchanged or returned.

 

QUESTION: Can I cancel my order?
ANSWER: An order can be canceled or changed as long it has not been placed with the manufacturer or shipped, typically within 24 hours after it has been placed with us. Our goal is to get you your order as quickly as possible within the delivery time frame quoted, therefore, orders that come in through our website are placed immediately. Email us at customerservice@rugandhome.com or call us during business hours at 1-877-784-4663 to request a cancellation or change to your order and we will work with you as best possible.

If your credit card has been charged for the purchase and your order is canceled, Rug & Home shall promptly issue a credit to your credit card.

 

QUESTION: What if my order arrives damaged or has a defect?
ANSWER: 
If the ordered items appears to be damaged during shipment, torn packaging, water damage, etc. Do NOT Accept the shipment, and note your reasons for refusal on the delivery receipt and notify us within 24 hours for a replacement order to be sent.  

If your order arrives damaged or defective, and you did not refuse shipment. We will replace any damaged or defective rugs, home decor, or furniture. If you need to exchange it for the same item, send us an email at customerservice@rugandhome.com please include your order number, and pictures of the damage or defect. Once we have verified the defect or damage, we will contact you concerning your replacement and additional instructions.

Store Vs. Online FAQs

QUESTION: Is a product I find online available in store?
ANSWER:
Our online inventory is not reflective of our in-store availability. All rugs, home decor, art, and furniture available online can be special ordered in store, but separate shipping and tax charges may apply. Please call to check in-store availability 1-877-784-4663.

 

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: If I live close to a store can I get local delivery?
ANSWER: Yes, we provide local delivery to customers residing within a 50 mile radius of our store locations in North and South Carolina.

Shipping & Payment FAQs

QUESTION: When will my credit card be charged?
ANSWER: 
When you place your order through our website a pending charge/approval will be placed on your card. We will charge your card in full once the item(s) on your order have been confirmed as in stock. For custom or made to order items you will be charged in full once the manufacturer has confirmed the order and begun production.

 

QUESTION: How long will it take to receive my order? 
ANSWER: Your order should arrive within the quoted time frame as stated on the product page for the item(s) in your order. This is typically within 2 weeks for most items. Custom rugs on average take 4 to 6 weeks, and Made to Order Rug & Home exclusives usually take 3 to 5 months. Additionally, some items may have longer lead times than initially estimated. This may be due to manufacturers' import schedules, pre-existing backorders, etc. Our estimate of lead times are just an estimate and does not imply a legal obligation to deliver within a certain time frame.

 

QUESTION: Do you offer financing?
ANSWER: Yes, Rug & Home offers financing options through Wells Fargo for in store purchases.  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. 

We do not accept American Express for in store purchases.

 

Other FAQs

QUESTION: What if I find the same product for less at a store or on another website? 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: Why did Rug & Home cancel my order?
ANSWER: The following four reasons may be one of the reasons Rug & Home cancelled your order. We will never cancel an order without sending you an additional follow up email as to why your order was cancelled.

    • You the customer have cancelled us within 24 hours before the order has shipped requesting a cancellation.
    • The item(s) ordered are out of stock, and no longer in production by the manufacturer.
    • Every credit card payment on our website goes through a fraud analysis. If the payment is suspected of fraud the order is immediately cancelled. In this case you may not be directly cancelled since the contact information on the order could be fraudulent as well.
    • Rug & Home makes all attempts to ensure that the information represented on rugandhome.com is accurate and up-to-date. However, we have many suppliers and thousands of products online, and it can be difficult getting current information from our suppliers. We cannot guarantee that the information contained on this website will not contain errors, inaccuracies or omissions. Such errors, inaccuracies or omissions may relate to price or to product description or availability.

      Rug & Home is not responsible for any typographical errors. We reserve the right to cancel any customer order that is found to have a pricing error due to a website programming bug or typographical error. We reserve the right to change any and all content on the site including, but not limited to, the prices and availability of merchandise offered for sale on the site without notice and without liability.

If your credit card has been charged for the purchase and your order is canceled, Rug & Home shall promptly issue a credit to your credit card.

 

QUESTION: What is your Privacy Policy?
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: 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.

 

QUESTION: What are your Terms and Conditions?
ANSWER: By using rugandhome.com and purchasing through our site, you automatically agree to the Terms and Conditions set forth here within. The terms and conditions may change from time to time, so be sure to check back for updated information. To read our full Terms and Conditions please visit our Rug & Home Terms and Conditions page.

 

QUESTION: Are any products covered under a manufacturer's warranty?
ANSWER: All product warranties are provided by the manufacturer. These warranties are generally limited to defects in materials and workmanship. The manufacturer’s warranty takes effect at the time of delivery. Rug & Home makes no warranties or representations, either expressed or implied, with respect to the information contained within the web page, its quality, merchantability, performance or fitness for a particular purpose. In no event shall Rug & Home (its officials, employees, and agents) be liable for any direct, incidental, consequential, or indirect damages, arising out of the use or inability to use the service, or any information, or transactions provided on the http://www.rugandhome.com web page. Rug & Home shall not be responsible for any indirect, special or consequential damages to goods or properties. Customers that reside in remote or other areas not accessible by an authorized restoration center will be responsible for any trip and travel charges incurred in the warranty claim process or will have the option of taking the piece to the restoration center.

 

QUESTION: What does my Guardsman warranty cover?
ANSWER: Guardsman 5 year protection warranties are available at the time of your purchase for both rugs, and furniture. We offer two different Guardsman protection plans at Rug & Home A Gold Furniture and Rug Plan and an Area Rug only plan. The Area Rug plan will cover the following:

  • Food and beverage stains
  • Human and pet biological stains
  • (except perspiration, hair and body oils)
  • Border tear from specific incident (up to 6" long)

Please note that the area rug plan does not cover damage resulting from shipping or a manufacturer's defect.

The Guardsman Gold Complete furniture and rug plan covers all of the above in addition to the following:

Guardsman Gold Plan Covered Damage and Stains
If you have a Guardsman plan remeber to:
• READ YOUR PLAN carefully to understand what’s covered (and not covered) and how to get help when you need it. Questions? Call for answers now.
• BLOT STAINS with a clean, dry cloth before calling us, but don’t attempt to clean the stain further until we give you specific instructions.
• ACT FAST because many stains and damage issues are time-sensitive … so is your plan. You must call within 30 days of when the stain or damage occurred.
• CALL US AT 877.584.GOLD (4653) to request service. Have your receipt and plan number handy
For full printable copies of the Gold and Area Rug Complete protection plans click below.

 

 

QUESTION: Is there anything else I should know?
ANSWER: DISCLAIMER: 
Rug & Home nor the manufacturer of the product cannot and does not guarantee that any particular finish/color on any item will match exactly to the same finish/color on an item previously purchased or on any item which may have been seen locally.

Wood Products: Due to the natural characteristics of wood, variations in color, texture, grain, sheen (level of gloss) and sizes may occur. These variations do not constitute a reason for return or compensation.

Leather Products: Leather is a natural product and markings such as scars, brands, wrinkles, grain variations, textures and sheen (level of gloss) can and will occur. As with any dyed material, dye lots will be different and an exact color match cannot be guaranteed to any sample or product you may have seen. Sample swatches should be construed to show the approximate color, grain, level of gloss and/or texture of a leather. These variations in leather do not constitute a reason for return or compensation.

Wrought Iron and Metal Products: Finishes may vary in appearance due to paint dye lots, climate and the uniqueness of a hand applied application. Many metal items are individually hand crafted and slight variations may occur. These variations do not constitute a reason for return or compensation.

Rug Size Variations: Size variations in machine made rugs usually do not exceed two inches, but handmade rugs may vary in size up to six inches. All sizes listed on our website are approximate.

Rugs and Other Products: Rug & Home makes every attempt to ensure that the colors displayed in the product images are accurate; however, individual monitor settings can affect how the image appears. Rug & Home cannot be held responsible for color distortions and we encourage you to see the product in person whenever possible – we have three great locations to serve you and many, but not all, of the items shown online are in stock. Please call to check availability 1-877-784-4663.