› Frequently Asked Questions
Help Center & F.A.Q.
Shipping and Tracking
How long will it take for my order to arrive?
The first two to three days are needed to process your order. When your item(s) ships it usually takes between two to ten days to arrive depending on where you live. Please refer to the our We strive to adhere to our estimations as closely as possible and to deliver your purchase as quickly and conveniently as we can.
Does Rugs HQ ship to addresses outside of the contiguous United States?
We offer free shipping to the contiguous 48 states only. We do not ship to Hawaii, Alaska or internationally.
Do you ship to my country?
For the time being, we ship to only to the 48 contiguous states within the United States.
What options do I have for
Rugs HQ has a few different services that we use to deliver items including FedEx, UPS and YRC. We will deliver your merchandise for free to your home within the scheduled time. You will be given a four hour window within which our shipment crew will arrive. Under no circumstances can your item be left outside, so please arrange for someone (age 18 or over) to accept your delivery and sign a bill of lading.
How do I know when my order has shipped?
If you create an you can track your order at anytime. Without an account, we will send you emails explaining the status of your order.
How much does it cost to deliver my order?
We offer to all of our customers.
Do I have to sign for my packages?
Yes, you must have some 18 years of age or older to sign for your shipment.
Do you ship to a PO BOX?
We cannot ship to a PO Box. All deliveries must be to a physical street address.
Will I receive an order confirmation?
All Rugs HQ customers will receive a confirmation email from us when an order is placed- allow up two hours. This email is an acknowledgement of your order, and it includes the details of your purchase and a reference number. The reference number is used to help us when discussing your order in the future. Our order acknowledgement is sent prior to obtaining an authorization on your credit card. If we have any trouble obtaining an authorization from your bank, we will contact you by phone or via email to resolve the problem. Also you can read more on our page.
How do I track my order?
Rugs HQ has the latest technology to help you on our website. If you have registered, you can click on “My Account” and enter your User ID and password; this will enable you to access your order history. Additionally, you can always call our Customer Service department or send us an email to sales@rugshq.com and we will update you on the progress of your order.
Cancelations, Exchanges and Returns
How can I make a return?
When you register to Rugs HQ, you can and make a return for any item within that order. All you need is your order number and email address used to initially place the order. Please see our page for more information.
What are your return policies?
If you choose not to accept your shipment for any reason, you have five days after delivery to declare it. Please call 302-223-4110 to arrange for a pick-up. You will be issued a refund for the full amount less than up to 30% manufacturer’s restocking fee. For a return to be accepted, the item(s) must be in original condition and packaging. Also read our page.
What if I don't like the rug? Can I return it?
You can choose to return an item you don’t like. Please check our page for more information.
How do I cancel my order?
You will be able to cancel your order within 24 hours of placing your order. Please read our page.
What do I do if I receive incorrect or damaged merchandise?
Damages during the shipping process can happen. While this happens rarely, if your shipment is damaged, please call 302-223-4110 within five business days. Additionally, we ask our customers to please email photographs of the damaged item(s) to sales@rugshq.com. If the damages are promptly and precisely reported, we will do our best to repair or replace the damaged item(s). If we are unable to do so, we will issue a full refund.
Can I receive new merchandise if my order was damaged?
Unfortunately damages can occur and we ask our customers to please report any damages to us as soon as you receive the package. We will ask our customers to please email photographs of the damaged item(s) to sales@rugshq.com. If the damages are promptly and precisely reported, we will do our best to repair or replace the damaged item(s). If we are unable to do so, we will issue a full refund. Each case is different from one another so we must speak directly to the customer to make a final decision.
Shopping Security and Privacy
What do you do with my email address and telephone number in the order?
This information remains private in our system and used only for purposes of your order. The email address is used to send you the order confirmation and keep you updated on your shipment. The telephone number is only used if our delivery services have a problem locating you.
How do I create an account?
When making your purchase you will be able to fill out a form and create an account. Read more about with Rugs HQ.
How can I be sure that my credit card information is secure?
The Rugs HQ website uses the latest server security technologies and Internet encryption to ensure that all aspects of your order are completely protected and secure.
What are the benefits of creating a Rugs HQ account?
with RugsHQ.com enables you to shop faster, follow the status of your order, and keep history. Creating an account is quick and easy. Additionally, creating an account will qualify you to receive the Rugs HQ newsletter and our various Your account information is secure with our Security Code feature.
What if I forget my account password?
If you have forgotten your password just click on then click on "Go To My Account" and follow the “Forgot Your Password?” link. You will be prompted to enter your email address, and your password will be sent to you via email.
Pricing
Does Rugs HQ meet or beat competitors’ prices?
We will meet any price as well as provide the customer with a $10 Visa, MasterCard, or American Express gift card. Learn more on our page.
If I find a rug at a lower price on another website what should I do?
You can email us at sales@rugshq.com and send us the link of the lower priced rug and we will match the price. In addition we will send you a $10 Visa, MasterCard or American Express gift card. Please allow up to 60 days after your receive your order to receive your gift card.
What determines the price of a rug?
The cost of every rug is based on the labor involved, raw used and size of the rug.
Merchandise Pick-up and Receiving
If I live in the area, can I pick up my merchandise from the Rugs HQ warehouse?
We only provide service at this time. If it is essential for you to pick up on your own, then please call 302-223-4110 to schedule an appointment.
Will my rug(s) be assembled for me?
For an additional charge, Rug HQ’s White Glove Delivery Service will deliver, unpack, assemble, and position your new rug(s) in any room you choose. Also, our shipping crew will remove all packing materials and trash. White Glove Delivery is available on individual basis, please make sure that your item(s) are marked with this option on the product description page.
What do I do upon receiving my order?
For your own protection it is highly recommended that all merchandise be inspected upon delivery and prior to acceptance. We make sure to examine all of the merchandise before it leaves our warehouse. We are not responsible for any damages after the items have been inspected and accepted by the buyer. The responsibility for damages that occur during the shipping process rests with the shipping carrier. If you are receiving curb-side delivery please note any damage to the boxes being delivered on the delivery slip at the time you accept the items. If there are any damages to the merchandise please refuse delivery. Rugs HQ will not be held responsible for any damages if merchandise is accepted and signed for. Please see our for more information.
About Rugs HQ
How does RugsHQ.com work?
RugsHQ.com partners with Rug stores and manufacturers throughout the nation to bring our customers the best in quality merchandise at unbeatable prices. Browse through our tremendous Online Catalog or speak to our knowledgeable staff to find the rug that is perfect for your home.
Where is Rugs HQ located?
Rugs HQ has 3 warehouse distribution centers that are located in Wilmington, DE, Philadelphia, PA, and Huntingdon Valley, PA. We are an Internet retailer comparable to Amazon and ship directly to your home. Unfortunately at this time we do not offer any showroom hours at our warehouse locations.
What if I have additional questions or comments?
If you still have unanswered questions, please call our line at 302-223-4110. Additionally, feel free to email us at sales@rugshq.com. We will answer any questions gladly and love to hear any feedback you have. If you have suggestions for this list of FAQs or our website in general, please email us and let us know!
What are the hours of operation for customer service?
Rugs HQ support specialists are available to assist you seven days a week. Please call us at 302-223-4110 for any questions you might have.
Payments and Coupons
What is a coupon code, what is good for, and how can I get one?
A is a code you can use when making a purchase. There will be a coupon code option where you will be able to key in the code. A coupon code works just like a regular coupon. You can get coupon codes from our various discounts and promotions. If you have a Rugs HQ you will be eligible to receive coupon codes via email.
What forms of payment do you accept?
We accept most major credit cards including but not limited to American Express, Discover, MasterCard, and Visa. We also accept payment options such as Amazon Payments, Google Checkout, and PayPal. Please refer to our page.
Do I have to pay sales tax on my order?
Rugs HQ does not charge to any of the 48 contiguous states.
Do I have to pay for shipping if I return it?
No you will not be charged a shipping fee but you will be charged a restocking fee up to 30% of the amount of your order. However, if the reason for your return is due to damage or finding a lower price for this exact item, please contact our department. Please refer to our for more information.
Do area rugs ever go on sale?
Yes, here at Rugs HQ we are constantly offering new discounts and promotions as well as you can use when purchasing a rug from our website.
Everything About Rugs
How do you determine the length of the pile of a rug?
The higher the knot count, the shorter the pile because the design needs to be brought out. For example, silk rugs with 900-1000 knots per square inch are trimmed closely because that makes the design look clearer and more vivid.
Will my rug stain or fade?
Depending on the material and fibers your rug is made from, it may stain or even fade over time. There are instructions for every rug you can use to help avoid stains and fading. You can also read our page.
What is the purpose of the fringes on an Oriental rug?
The fringes on a rug are the ends of the warp threads that run vertically from one end of the rug to the other. This helps to form the structure of the rug. They are knotted when the rug is finished to prevent the warp and weft from unraveling.
How do I know what type of rug is right for my home?
Depending on your décor, style and personal needs, you will be able to decide what type of rug is right for you. We have many different styles to compliment everyones’ home. Also you can read more on our and for more information.
How do I use an area rug to decorate?
Area rugs help to add art, style, comfort, and safety to your home. Through color, pattern and texture you can get the look and feel you want for any room.
What if I can’t find the right rug for the space I have?
At Rug HQ, we do our best in providing a wide variety of rugs made to fit any home. If you can’t find what you’re looking for please email us and we will do our best to update our merchandise as soon as possible.
I’m looking for a rug for my dining room, what size should I look for?
Normally, an 8 x 10, 8 x 11 or 9 x 12 is appropriate for a dining room, depending on the size of the room. Allow at least a foot and half for the chairs in addition to the table size.
I want to redecorate my home, should I buy my area rug or furniture first?
We recommend that you begin with the rug; a rug acts as the base of the room and helps you work your way up from there.
How do I know what style to choose?
The style of rug depends on your personal choice. You can browse through our style option to find the style you want.
What are the useful benefits of a rug?
There are many reasons and benefits in owning a rug. Rugs make hard surfaces softer, cold rooms warmer, noisy rooms quieter, and also reduce dust and dirt.
What materials are used to make rugs?
Rugs are made from many different materials and fibers. Some are natural while others are synthetic. Take a look at our for more information.
What are the standard area rug sizes?
The most common rug sizes are 4’ x 6’, 5’ x 8’, 8’ x 10’, and 9’ x 12’, but we provide many other sizes to fit your any of your needs.
What are the largest sizes rugs come in?
10’ x 14’, 12’ x 15’, 12’ x 18’, and 13’ x 21’ are sizes of some of the larger sized rugs. These are sometimes called Palace Size or Mansion Size Rugs.
What special shapes do rugs come in?
Rugs come in many different shapes a few examples are round, square, oval, rectangle, and others.
Do rugs come in solid colors?
Yes, here at Rugs HQ we provide a variety of solid colored rugs.
What types of construction are there for rugs?
Hand Tufted, Hand Hooked, Hand Knotted, Flat Woven, Braided and Machine Made are the main types of construction there are when making rugs. Read more on our page.
What kinds of rugs are safe to put on hardwood floors?
Any type of rug is safe for your floor but it is always best to use a rug pad which will help prevent any unwanted scratches or marks. Read our page.
What is the most durable fiber for an area rug?
There are many durable fibers that are used to make rugs. Take a look at our to learn more.
What is the difference between a carpet and an area rug?
A carpet serves as the actually flooring for a specific room. A rug is placed on top of a hard floor or carpet.
Does Rugs HQ have any licensed designer rugs?
Yes, at Rugs HQ we carry numerous brand name designer rugs, take a look at our page and our page.
Does Rug HQ have any children's rugs?
Yes we carry a variety of kid’s rugs. Take a look at our kid’s rugs on Rugs HQ.
Do you carry runners for stairs and halls?
Yes we carry a variety of rugs for stairs and halls. Browse through our stair and hall rugs also known as runners.
What is standard width of stair runner?
The standard size for a runner is 27”, but many are available in 31”, 36”, or even as wide as 48”.
Is my rug vulnerable to sun fading?
Depending on the material of the rug, it may fade in the sun. Research your for more information.
What type of rug would work best for an entryway? I have kids and a dog, so I need something durable and easy to clean.
An easy to care for flat braided rug made from polypropylene is best for places with high foot traffic. Flat braided rugs are very durable, and the artificial fiber polypropylene is known to be stain resistant. Because polypropylene is a smooth fiber, dirt sits on the surface and no professional cleaning is needed. You can easily vacuum or rinse the rug.
My home is set where both the living room and dining room are one big room; do I need to use a similar rug in both areas?
This is a question of taste. Depending on your style and home décor, you can choose the same rug or ones that match with each other.
If I purchase a latex backed hand hooked rug, will the rug still require a rug pad?
Hooked rugs are specifically latex backed in order to be more durable. Latex helps to secure the wool as well as gives the rug more body. This backing does not help to keep the rug in place. Only a rag pad will protect your rug from sliding. Read for more information.
Is a rug supposed to be the same color as my walls, curtains, and/or couch?
Again this is a question of taste. Of course a rug that matches some part of the room will look best. Find a specific color theme you are looking for and you can search rugs by color on our website.
How should I decide what type of rug will look better, a rug with a continuous pattern or one with a central medallion?
It all depends on what you want the rug to do for the room. If you have a specific focal point for example a fireplace, an all over pattern would work best because it won’t compete for attention. If you want the rug to define a focal point then an area rug with a central medallion will make the rug be the focus of the room.
Can I put more than one rug in a room?
Yes, area rugs in different sizes are great for achieving contrast, using two or more rugs of the same size could make the rugs seem like they are competing rather than complimenting.
Do two or more rugs in the same room need to be the same pattern or color?
Depending on the look you are going for they do not need to be the same color or pattern but you do want them to look good together. If you want rugs that have two or more different patterns, try to get a rug that has something in common, such as a similar or matching color.
What are the benefits of a rug with a pattern rather than a solid color rug?
Solid color rugs work great for almost any room. One thing to consider is with a busier the pattern, dirt and wear gets hidden better, so rooms with high foot traffic work best with rugs that have heavier patterns.
Where are Oriental Rugs made?
Any handmade rug made in or near Afghanistan, India, Egypt, Pakistan, Iran (Persia), or China will be considered an Oriental rug.
How is the name of a rug originated? Can a name signify quality?
Design names are sometimes made to reflect the name of a town or region where that rug design originated. Names of rugs do not signify quality.
How can I find out if my rug is of good quality?
There are a few things to consider with regard to quality:
Tightness of the weave – the tighter the weave means more wool was used in making the rug. More knots per square inch is a sign of higher quality.
Quality of the wool – the more natural lanolin wool is used, the longer the rug will last. A rug is not supposed to feel dry to the touch, also a rug color should not run or shed.
Density of the pile – when you push your fingers into the pile of the rug, the denser the rug is means it is durable and of higher quality.
Is it ok to buy a rug if I have pets or small children?
Pets and children should not stop you from buying the rug(s) you want. High quality rugs are extremely durable, long lasting, and easy to clean.
Rug Padding
Do I need to put a pad under my rug?
It is not necessary to put a rug pad under your rug although it is highly recommended for comfort and safety reasons. Read more on our page.
What size rug pad do I need?
A rug pad should be an inch smaller than your rug on all sides.
What if I need a very specific pad size?
All pads can be trimmed to the desired size needed.
Are there any specific care instructions for rug pads?
There are no specific instructions to take care of your rug pads, but when you have your area rug cleaned; it is a good idea to air out your pad.
Rug Care and Cleaning
How do I clean my rug from week to week?
The best way to clean your rug is to vacuum regularly. Also read our
Will I ever need major cleaning for my rug?
Depending on the material of your rug, you may want to clean your rug thoroughly atleast once a year. This will help make your rug last longer. There are specific instructions to clean different materials. Research how to clean your rug before you start. Some rugs are dry clean only while others can be cleaned at home using basic soap and water.
How do I spot-clean a rug?
It is important to take care of any spills that may occur immediately. Carefully blot up spills by using clean napkins or towels preferably of white color. Do not rub the rug at any cost because rubbing can cause permanent damage to the fibers in the rug. When cleaning up a spill, make sure you only blot the spot. Remember every rug is different; make sure to find out instructions on cleaning your rug before doing anything.
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