Frequently Asked Questions

General

  • Are the colors on your site accurate?

    • In most cases, the colors are accurate. We try to give you as many close-ups and room shots as possible so you can get the best idea of what your rug will look like. The color may also vary depending on the quality of your computer monitor.

  • Do your rugs come with a warranty?

    • All of our rugs are brand new and most come with a warranty. They fall anywhere between 1 and 20 years and differs with each manufacturer. Please give us a call if you would like to know the exact warranty.

  • What are PlushRugs.com's office hours?

    • You may contact us by phone or email Monday through Friday from 8 am to 6 pm. You can also contact us Saturday and Sunday from 8 am to 4 pm.

  • What if I don't like my rug?

    • You may return your rug for any reason within 30 days after you receive your area rug. Your only expense will be shipping cost back to the warehouse. If your rug is defective or damaged upon delivery, this charge will be waived. Email us at info@plushrugs.com for shipping instructions back. Please include your order number.

  • Will PlushRugs.com meet or beat a competitor's price?

    • We will beat any competitor's price by 10% of the difference of the two prices.

      We pride ourselves how simple our site is to use and have streamlined the process to make it easy for customers to request a price match.

      Follow these steps for a price match:

      1. Open the product page for the rug you are interested in.
      2. Above our prices, you will see a link, reading "Guaranteed Lowest Prices". Click it.
      3. A form will pop up requesting information for the price match. Please answer these simple questions and click "Contact Us".
      4. If your request is submitted during office hours we will get back to you within one or two hours. If not, we will contact you the next business day.
  • What is your return policy?

    • Please open your rugs within 30 days of receipt to verify you have received the correct rug and that it is free of defects and damage. Returns cannot be accepted beyond the 30-day period.

      You have 30 days after you receive your rug to return it for any reason. Once the rug is being returned please email us your return tracking number. If the rug is defective, then you will not responsible for shipping cost back.

      Our return policy for orders shipped to Canada, even when a defect is involved, may vary depending on product and location. This could include shipping the item, at customer expense, to a US location to obtain a refund.

Orders

  • Can I track my package? How?

    • Yes! If you have an account with us then just log in and go to our order status page. Once you get there, all of your orders will appear. Just click on your order and then your tracking number. If you don't have an account with us then on the order status page you will need to include your order number and billing zip code.

  • I received the wrong rug. What do I do?

    • If possible, send us your order number along with a photo of the front of the rug and the back label. Once we receive it, one of our customer service representatives will call you and do our best to get you the right rug.

  • My rug is not the size I ordered. What do I do?

    • If the size of the rug you receive is not the size you ordered, please let us know as soon as possible. If it is determined that our warehouse sent you an incorrect rug, we will pick it up at no cost to you and send you the proper size.

      Keep in mind that if your rug is handmade, it is subject to a potential variance of up to 8% of the advertised width and length. Remember that the beauty of handmade rugs is in the slight imperfections that make each piece unique.

  • My rug was delivered damaged. Can I return it for a new one?

    • Yes! Send us a photo of the damage or defect in an email to info@plushrugs.com and we will arrange for your rug to be picked up and ship you a new one at no cost to you

  • How do I cancel my order?

    • You can do this one of two ways. The best way is to reply to the conformation email you received after placing your order saying you would like to cancel and we'll take care of it for you. You can also give us a call at 1-800-239-9892 and talk to a customer service representative. Just have your order number available.

  • What do I do if my order shows up incomplete?

    • Just give us a call at 1-800-239-9892 and let us know what you're missing and we'll do our best to figure out where the rest of your order is.

  • How do I place an order?

    • You may place an order two ways. First is online by simply adding a product to your cart and then checking out with a credit card, PayPal, or Google Checkout. You can also give us a call at 1-800-239-9892 and talk to one of our customer service representative and we will place the order for you.

  • Do you ship to PO boxes?

    • We do not currently ship to PO boxes. We need to have a physical address to ship to.

  • How long will it take before my rug arrives?

    • Once you place your order, it will take anywhere between one and three business days to ship out. If the rug is on backorder, it should show online how long until we get a new shipment in. If it doesn't then please give us a call and one of our customer service representatives will be able to find out how long the rug is on backorder.

  • Do you ship internationally?

    • At this time, we ship to Canada and the USA but no other countries. Canadian orders are subject to varying shipping fees. If you are interested in shipping to Canada, we encourage you to call or email us with your order information and request a shipping quote. Canadian returns of any type, even due to defects, may be subject to a different return policy than returns within the continental US, especially if the rug is larger than 9' x 12'. Please be aware that you may incur fees to return rugs that are shipped to Canada.

  • What about shipping to Hawaii and Alaska?

    • Hawaiian and Alaskan orders are handled like Canadian orders. There will be additional shipping costs and we recommend you call or email us for a quote.

  • How long will it take for back ordered items to arrive?

    • If the rug is on back order, the date will be shown online if available. If it's not online, call us at 1-800-239-9892 and we will provide you a date when your area rug should be available.

  • How are your rugs shipped?

    • If the rug is 9x12 or smaller, then it will be shipped by UPS or FedEx unless otherwise requested. Rugs that are oversized, larger then 9x12, will ship carrier. If the rug is shipped freight, the freight company will call and schedule a time to deliver the rug.

Payment

  • Do I have to pay sales tax?

    • There is no sales tax unless you are in Kansas.

  • When will my credit card be charged?

    • As soon as we receive your order. Most of our rugs have a one to two day turn around to when the rug is shipped out.

  • What do you charge for shipping?

    • Shipping to the continental USA is free. You will not have any additional costs when purchasing one of our area rugs. For orders shipping to Canada please call and speak to one of our customer service representatives to find out what shipping cost would be.

  • Who pays for the shipping back?

    • All return shipment costs are the responsibility of the customer. If your rug is defective or damaged, just let us know by calling us or emailing us a photo of the damage and we will arrange to get your rug picked up and pay the shipping costs back to our warehouse.

  • What types of payment plans do you accept?

    • We accept all major credit cards including Visa, MasterCard, Discover, and American Express. You many also check out using PayPal or Google Checkout.

  • Can I safely transmit my credit card information over your site?

    • Absolutely! We encrypt your credit card information using Secure Socket Layer. Be sure to only enter credit card information in a page that begins with https.