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FAQs (Frequently Asked Questions)


Questions


ORDERING & BILLING QUESTIONS


SHIPPING INFORMATION


RETURNS & PRICING QUESTIONS


GENERAL QUESTIONS



Answers


Q) Are rug colors on your site true? 


The photos on our website are the best quality possible. However, photos may not be actual representations of colors due to computer monitor settings and we cannot be responsible for differences in online colors and actual colors.

Q) Are the rug sizes you list exact measurements? 


Due do the craftsmanship involved with the production of rugs, all rug sizes listed are approximate and may vary slightly.

Q) Are your rugs factory "seconds"?

No, everything we sell is brand new and of first quality. We do not sell factory seconds or second hand items.

Q) Can I cancel or change my order?

In most cases, once an order has been placed, it cannot be changed or cancelled because it has likely already began the shipping process. If you need to make any modifications or cancellations, please contact us immediately. However, please understand that we cannot guarantee any changes unless we receive confirmation from our suppliers that a change or cancellation can be made.

Q) Do you charge for shipping?

Shipping is FREE for all rugs and pads in the contiguous United States. Shipping costs to Hawaii, Alaska, Puerto Rico and Canada will be calculated upon check-out.

Q) Do you charge tax?

We are required to charge sales tax for all orders shipped to California. However, to offset this expense, we are offering a 8% discount to all orders shipped to California. Use coupon code CALIFTAX at checkout to apply this offer. Please note: This discount is only valid for orders being shipped to California.

 

Tax is not charged for any other states.

Q) Do you have a catalog?

At this time, we do not have a catalog to mail out.

Q) Do you have a low price guarantee? 


Yes. We are confident that we have the lowest prices. So confident that we back this up with a 150% Price Match Guarantee. If you happen to find a lower price advertised on another website, we'll gladly match that price plus throw in 50% of the difference between our price and theirs.

**Please call us when you are ready to order with the name of the website. Once the price is verified, a discount will be given. Price must include shipping and tax to qualify. Note: Clearance, rug pads, close out, or one of a kind items are excluded. We can only price match identical offers. Offers that include free rugs or accessories will be compared to the current promotion offered on our website. Rugs Express management reserves the right to reject any offers that it deems illegitimate. Must be presented prior to ordering.

Q) Do you have a physical store location?

Yes, we have a beautiful showroom located at 5610 Hollister Avenue in Goleta, California 93117. Goleta is just outside of Santa Barbara. We are near Santa Barbara Municipal Airport and UCSB.

Q) Do you have samples?

Some of our rugs, particularly some shag rugs & most runners by-the-foot are available in a sample size.  If a sample is available, it will be stated on the page where the rug is displayed.

Q) Do you recommend purchasing a rug pad? 


Yes. Non-slip pads will prevent your rug from slipping and will prolong the life of both your floor and rug. We have pads for both hard surfaces and carpeting. Click here to view our rug pads. 

Q) Do you ship internationally?

We can ship to the USA (including Puerto Rico) and Canada only.

Q) How can I contact you?

We are available by email at info@rugsexpress.com. We respond to emails rapidly throughout the day. You can also reach us by telephone at 1-888-727-RUGS (1-888-727-7847). 

Q) How do I check the status of my order?

You may log into your account at anytime to check order status. Once your items have been shipped, an email will be sent to you with tracking information if available.

Q) How long will it take to receive my rug?

Most rugs have an expected arrival date of approximately 7 - 10 business days. Some made to order items require a longer lead time that will be stated on the page where the item is displayed. In the event your rug is backordered, we will contact you by email with an estimated shipping timeframe.

Q) Is it secure to enter my personal information on your site?


Yes, Rugs Express.com is a secure site. All information that you enter is encrypted and we keep all your information strictly confidential. Please read our Privacy & Security Policy for further information.

Q) What are the differences in rug fibers? 


For information about rug fibers, please view our Fiber Education section.

Q) What if my rug is damaged or defective or I receive an incorrect product?

 If you notice that your rug is damaged before accepting a delivery, notate the damage on the shipping documents before signing for delivery & contact us immediately for a replacement. If the damage is extensive, please REFUSE the delivery.

Q) What is your return policy?

Because we know that it is difficult to shop for decorating items online, we stand behind our products with a fair & easy to understand return policy. Please visit our Return Policy section to read all the details. 

Q) What methods of payment do you accept?

We accept Visa, MasterCard, American Express, and Discover. We can also accept money orders. We do not accept checks.