Shipping & Return Policy

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Free Shipping for Rugs & Home Decor

Rug & Home is proud to offer free shipping with every rug & home décor purchase. We will never tack on any additional charges or handling fees – the total price you see on the product page is the price you pay. The only exception is if you live in North or South Carolina, we are required by law to charge sales tax. Sales tax will not be collected for shipments to other states. You are responsible to understand and remit sales tax in accordance with the laws of your home state.

If you have any special instructions for shipment please note it on the cart page to be included in your order. Or contact us within 24 hours at at customerservice@rugandhome.com or call us during business hours at 1-877-784-4663.

Return Policy for Rugs & Home Décor

Rug & Home wants you to be 100% satisfied with your purchase. Our policy allows for returns to be requested 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.

Return Instructions

To complete your return fill out the form at the top of this page within 7 days of delivery. Once a refund form has been processed you will receive a return authorization email with your return authorization number. All items being returned must be shipped within 2 weeks from the date of the return authorization date. The customer is responsible for all shipping costs back to us, including insurance. Due to warehousing constraints online returns can only be shipped back to our online warehouse.

Items returned without a return authorization are subject to a 20% re-stocking fee.

We can Arrange Return Shipping

We can provide a return UPS shipping label for rugs and packages under 90 inches in length. The label will be sent to you via email, and you will still be responsible for delivering the package to your local UPS drop off. The shipping cost will be deducted from the original purchase price. No returns will be accepted freight collect.

Refunds (If Applicable)

Returned items will be inspected and must be deemed in the original condition in order to be refundable. Once inspected and approved for return we will issue a refund for the full purchase price. Refunds are processed in the original method of payment only. Please allow a few days for refunds to post to your account.

Exchange Due to Damage or Defect

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.

Final Sale Items

Custom rugs or furniture, clearance merchandise, furniture, and un-packaged linens and rug pads are all final sale and cannot be exchanged or returned.

 

Shipping and Delivery Process for Rugs & Home Decor

Once an order is placed, you can expect to receive your item within the shipping time frame listed for that item. You will first receive an email order confirmation and then, once your order ships, an email that includes tracking information. We encourage you to track your order online through the shipping carrier.

Most smaller items ship via UPS or FedEx. Some items that are considered “oversized”, 9x12 and larger, will ship by common carrier, and therefore can require a longer lead time for delivery. Large freight trucks will require an appointment for delivery. If for any reason the freight truck cannot reach your home you will be asked to meet the delivery truck at a nearby drop odd location. Standard UPS or FedEx shipping procedures apply for our shipments. We do not accept freight pick up.

We do not ship to Alaska, Hawaii, Puerto, Rico or Canada.

 

IN-STORE PICK UP FOR FURNITURE

Furniture is currently available for In-store pick up only. You can specify store pick up from any of our showroom locations Asheville, NC; Gaffney, SC; Kannapolis, NC; Pineville, NC; and Raleigh, NC. Furniture may need to be transferred to the location you specify for store pick up. This transfer process can take up to 1 to 3 weeks. Once you have placed your order a Rug & Home member will contact you within 24 hours with an updated ETA for your store pick up.

All furniture is final sale from the time you pick up the piece.

DELIVERY FOR FURNITURE

Rug & Home is also proud to offer delivery within 100 miles of Rug & Home Kannapolis. Our delivery service is White Glove, which includes inside placement and setup. For smaller furniture items marked with Free Shipping, these will ship via UPS or common carrier and be delivered curbside. We do not ship to Alaska, Hawaii, Puerto, Rico or Canada.

Delivery costs for furniture orders are as follows:

  • 0-50 miles - Delivery Fee $149.00
  • 51-100 miles - Delivery Fee $249.00

We offer returns and replacement orders for damaged and/or defective furniture. Otherwise all furniture sales are final sale.

Delivery Terms & Conditions

  • You will be called within 48 hours of the order being placed to schedule a delivery within the next two weeks. 
  • All merchandise to be delivered must be available in our online warehouse. If any item needs to be transferred to the online warehouse your delivery maybe delayed by an additional two to three weeks.
  • If more than one delivery is performed, there will be another delivery fee applied to your sales order.
  • Deliveries will occur between 9 am and 9 p.m. Due to high volume, it is impossible to guarantee a specific time of delivery. (We will provide you with a 3 hour window the day before your delivery - subject to change)
  •   On the day of delivery, the driver will call you 30 minutes to one (1) hour prior to delivery. Someone must answer the phone and be available to receive the delivery. If no one is home to accept delivery, you will have to reschedule for the next available delivery date and a second delivery fee will be applied.
  • Customer must have the space prepared to accept the delivery upon its arrival. Please be sure that there is a clear path from the point of entry into your home to the room where your new furniture will be placed. DUE TO LIABILITY ISSUES, WE CANNOT MOVE YOUR EXISTING FURNITURE, ANY ELECTRONICS, TVs OR COMPUTERS.
  •  FLOORS - Carpet, tile, wood or laminate floors can be damaged or soiled. It is the customer's responsibility to lay down rugs, cardboard, blankets, etc. to protect their floors. We are not responsible for damaged floors.
  • All items, including merchandise that is NOT set up by our delivery crew, should be inspected at time of delivery and ANY DAMAGES MUST BE NOTED ON THE SALES ORDER AT TIME OF DELIVERY.
  • A 48 hour cancellation notice MUST be given or the delivery fee is FORFEITED.

     

    Canceling or Changing Orders

    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 cancelation or change to your order and we will work with you as best possible.

    A request for a cancellation after the item has been shipped may be accepted under certain conditions. An order that has been cancelled after shipment will be subject to a manufacturer’s restocking fee. 

     

    Terms and Conditions

    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.


    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.