Return Policy
Choosing an area rug is a big decision, and I want you to feel confident about every rug you bring into your home or office. After 25+ years in the area rug business, I have learned that the best return is the one you never need to make. That is why our policy starts with helping you get it right the first time, and why it stays simple and fair if something does not work out.
Below you will find everything you need to know about samples, shipping, returns, and refunds. If you have a question this page does not answer, call us at 1-800-481-1572.
Our Return Policy at a Glance
- 15-day returns. Return ready-made rugs for a refund within 15 days of delivery, for any reason.
- No restocking fees. No hidden charges, ever.
- Return shipping. Return shipping is your responsibility unless the rug is defective.
- Prompt refunds. Refunds are issued within 7 to 10 days after we receive your return.
- Final sale items. Custom, sale or clearance rugs are not returnable.
- Oversized rugs (8 ft. or wider) are shipped common carrier and are final sales unless defective or damaged.
Try Before You Commit: Samples and Small Sizes
Color and texture always look a little different in your own light than they do on a screen. That is why most of our rugs are available in sample sizes, so you can touch and feel the rug and see the color in your home before you order the larger size.
If a sample is not available, I recommend ordering the smallest size, usually a 2' x 3'. It lets you confirm the colors in your space before you invest in the full-size rug.
Your Sample Price Goes Toward Your Rug
Once you have made your decision, return the sample or small rug and order the size you need. We credit the price toward your larger rug purchase. This is a benefit unique to Rug Goddess customers.
Keeping or Returning Your Sample
Many of our clients end up keeping the smaller rug. It works beautifully at the kitchen sink or in a bath, and it makes an easy, portable swatch when you are matching colors.
If you prefer to return it, let us know within 15 days and we will send you return shipping instructions. As a guide, return shipping for a 2' x 3' rug typically averages $20 to $30, compared with $150 to $300 for larger rugs.
Shipping and Delivery
You can typically expect your rug to arrive within 7 to 14 business days. Some items ship directly from the manufacturer within 5 to 7 days. Around holidays, please allow a little extra time. For more detail, see our estimated delivery times and the locations we ship to.
Need it sooner? Quick ship is available for an additional charge. Contact us for a quote and we will be happy to accommodate you.
We keep you informed. If your order is delayed for any reason, we let you know by email and monitor your order until it is delivered. Staying with you from order to delivery is part of how we work with every customer.
Oversized rugs ship by truck/common carrier. Rugs wider than 8 ft. are too large for UPS or FedEx, so they ship by truck line. These deliveries may take extra time, and oversized rugs are not returnable. If you are considering a large rug, talk with us first. We can help you confirm the size and colors before you commit.
How to Return a Rug
If your rug does not meet your expectations for any reason, you can return it for a refund within 15 days of delivery. We do not charge restocking fees or hidden charges.
Contact us within 15 days of delivery. Call our studio at 1-800-481-1572 or email janice@ruggoddess.com and let us know why you would like to return your rug.
Receive your return authorization number. We provide a return authorization number to use when you ship your rug back.
Pack it in the original packaging. Include all original packaging with labels.
Ship it back within 15 days of delivery. Returns shipped more than 15 days after you received your rug cannot be accepted.
Damaged during shipping. If you have identified a damaged rug, refuse the shipment if you can or take a photo of the damage and send it to janice@ruggoddess.com for further instructions.
Refunds
Once your rug arrives back with us, we refund your purchase price, less shipping. Refunds are issued within 7 to 10 days of receiving your return.
Return shipping is your responsibility, unless the rug is clearly defective and you bring it to our attention within 15 days of delivery. In that case, we take care of the return shipping.
Returns We Cannot Accept
We cannot accept a return if the rug:
- Has been damaged or soiled
- Was shipped back more than 15 days after you received it
Final Sale Items
The following rugs are not returnable:
- Custom-made and personalized rugs
- Oversized rugs, 8 ft. and wider
- Sale and clearance rugs
If one of these rugs arrives with a defect, we will gladly replace it with the rug you ordered. If that rug is no longer available, we will replace it with something similar in value.
Getting It Right From the Start
The surest way to love your rug is to confirm the color and size before you buy. Here is how we help you do that:
See it in your room.
Upload a photo of your room to our RoomVo room visualizer and preview rugs in your actual space.
Order a sample.
Request samples to see colors and texture in your own light.
Size it correctly.
Our guide on how to pick the right size for your area rug walks you through measuring, and our post on choosing the right rug color helps you narrow your palette.
Ask an expert.
Schedule an in-home consultation in the Tampa/Central Florida or Kansas City areas, or a virtual consultation from anywhere in the country, for your home or your office.
Frequently Asked Questions About Returns
What is the Rug Goddess return policy?
You can return most rugs for a refund within 15 days of delivery, for any reason, with no restocking fees. Return shipping is your responsibility unless the rug is defective, and refunds are issued within 7 to 10 days after we receive your return. Custom, oversized (8 ft. and wider), and sale or clearance rugs are not returnable unless defective.
How long do I have to return a rug?
You have 15 days from delivery. Contact us within that window for a return authorization number, and make sure your rug ships back to us no more than 15 days after you received it.
Do you charge a restocking fee?
No. We do not charge restocking fees or hidden charges. Your refund is your purchase price, less shipping.
Who pays for return shipping?
Return shipping is your responsibility, unless the rug is clearly defective and you let us know within 15 days of delivery. As a guide, return shipping for a 2' x 3' rug typically averages $20 to $30, and larger rugs typically run $150 to $300.
Can I return an oversized rug?
No. Rugs 8 ft. and wider are too large for UPS or FedEx, so they ship by truck line and are not returnable. If you are considering a large rug, order a sample or small size first to confirm the colors, and talk with us about sizing before you commit.
Will you credit my sample toward a larger rug?
Yes. Return your sample or small rug, order the size you need, and we credit the price of the sample toward your larger rug. If you prefer to return the sample, let us know within 15 days and we will send you return shipping instructions.
How long does delivery take?
Most rugs arrive within 7 to 14 business days, and some items ship directly from the manufacturer within 5 to 7 days. Please allow extra time around holidays and for oversized rugs shipping by truck line. Quick ship is available for an additional charge.
What if my rug arrives defective?
For returnable rugs, let us know within 15 days of delivery and we take care of the return shipping. For final sale items, we replace the rug you ordered, or if it is no longer available, we replace it with something similar in value.
How do I start a return?
Call our studio at 1-800-481-1572 or email janice@ruggoddess.com within 15 days of delivery. Tell us why you would like to return your rug, and we will provide a return authorization number. Pack the rug in its original packaging with labels and ship it back within 15 days of delivery.
Questions? We Are Here for You
You are never on your own with Rug Goddess. If you are unsure about a color, a size, or whether a rug is right for your space, reach out before you order and I will help you decide with confidence.
Call 1-800-481-1572, email janice@ruggoddess.com, or connect with a Rug Goddess expert.