Customer Service › Ordering Information

Help Center & F.A.Q.

The Ordering Process

Our friendly, well trained staff is always ready to assist you in making your purchasing decision and processing your order. By purchasing items from our website you are benefiting from a large selection as well as our experience and knowledge. You always have the option to process your order via our website or can call our Customer Service department and have your order processed over the phone.

After your order is placed you will receive an e-mail confirmation with all order details. Please ensure to save this e-mail receipt for your records and take the time to review all the details. In the event that the items ordered are not in stock at our warehouse we proceed with ordering the merchandise on your behalf. This typically occurs 24 hours after your order is placed. It is very important that any discrepancies, changes or cancellations are communicated in writing to Rugs HQ within the 24-hour window. Any written communication received after the 24-hour window has passed will be reviewed by Rugs HQ based on our Cancellation Policy .

If you do not receive your order confirmation after 24 hours, please contact our Customer Service. Be sure to include your email address and details of the order. We will send a new confirmation or provide you an explanation for the failure to receive such.

In order to track the status of your order you can view information by logging into your account. In addition, you will continue to receive e-mail notifications from our various departments about your order’s status. Should you have any questions or need any clarification please feel free to call our Customer Service Department .

Once the merchandise you ordered has arrived in our warehouse, our experienced staff members inspect the items to identify Manufacturers’ Defects or transit damages that may have occurred en route. Damaged items are then either returned to the manufacturer for an exchange or repaired by one of our rug or furniture repair experts. The items are then prepared for delivery.

We at Rugs HQ take pride in providing our customers with the lowest rate of damages from all of our competitors. We work tirelessly to make sure that all items that leave our warehouse are in the perfect condition that our customers deserve. We make sure to have excellent packaging materials and are always complemented by industry experts on our efforts to damages that may occur during transit. We do this by providing extra layers of packing material and safety devices to ensure that our customers receive undamaged items. We are proud of our minimal rate of reported damages! You can count on us to protect the merchandise you have ordered! In the rare event that the merchandise arrives damaged or defective we will be happy to arrange for its repair or replacement at no additional charge to the customer. Rug HQ retains the right to determine the best method of rectifying the situation (repair versus exchange). Please see our Return and Refund Policy for more information.

Product and Pricing Information

Prices shown for items on this Website's product pages and in your shopping cart are for merchandise only. Please proceed to checkout to see the total cost of your order, including any applicable tax, delivery or other fees.

While we strive for accuracy in our pricing and in description of the product and their colors and the other product information provided, errors can occur. Prices and Products displayed may be out of stock or discontinued and the prices are subject to change. In cases where such errors do occur, we expressly reserve the right not to honor offers made on this Website or when accepting an order online. In the case that an order placed online is not accepted, any payments that have been authorized for that order will immediately be reversed.

Rugs HQ offers a Tax Free Shopping option. We do not charge sales tax on orders anywhere in the US excluding Alaska and Hawaii. However, prices are subject to change with shipping, delivery and handling charges.

Coupons and Discounts

During the checkout process you can enter any coupons and promotional codes that you would like to use with that order. To redeem a coupon or promotional code, enter the appropriate code. Please note, many promotional codes and coupons are limited to Special Offers and are valid only at the time of order placing. No coupons or price matching is available after an order is placed. To see the list of our current coupons please visit our Coupons Page.

Order Acceptance

The receipt of an order number or an email order confirmation does not constitute the acceptance of an order or a confirmation of an offer to sell. Rugs HQ reserves the right, without prior notification, to limit the order quantity on any item and/or to refuse service to any customer. Verification of information may be required prior to the acceptance of any order.