Customer Service › Shipping Policy

Services & Policies

We at Rugs HQ arrange for your order to be shipped via the most dependable, quickest, and safest way possible. We continuously work with the most prominent shipping companies such as UPS Freight, YRC (Former Roadway), Sun Delivery, Inc., UPS Ground, FedEx, as well as privately owned shipping companies specializing in rugs and furniture delivery and assembly. In addition, a fleet of Rugs HQ trucks is always on standby to quickly deliver orders in states near our warehouse and distribution center. We at Rugs HQ randomly inspect merchandise prior to shipping/delivery. Please note that some of the merchandise might be out of the box due to inspection.

Please note that Rugs HQ is not responsible for the handling of the merchandise once it leaves our warehouse. As a result, any damage that may occur after this point and while the items are in transit is not Rugs HQ’s responsibility. Nevertheless, if a situation occurs, we will be glad to help during the process of filing a claim and coordinate a resolution with the carrier to ensure that our customers are completely satisfied.

All Rugs HQ deliveries require a signature on the Delivery Receipt. When you receive your order you will be required to sign the Delivery Receipt. The delivery receipt is for the purpose of recording the facts at time of delivery and certifies the shipment was received in good condition unless otherwise noted. The consignee has the legal obligation to open everything that was delivered to make sure there are no damages. The driver must wait for you to open the entire package, please do not sign anything until you have made a full inspection and you are completely satisfied with the condition of your merchandise. Although rare, damages do occur during the shipping process. Please make a notation of the exact damage on the delivery receipt before accepting the delivery. The absence of an exception on the delivery receipt establishes that there were no damages and you are completely satisfied with your purchase. No further claim can be made if you accepted the shipment in good condition.

Please note that Rugs HQ is not responsible for the Rug assembly, if applicable, as we ensure to hire insured vendors such as Sun Delivery, Inc. to perform the Rug assembly. If you wish, you may request licenses and insurance certificates from the vendors that Rugs HQ hires to perform the assembly. The vendors we hire have all the required insurances and licenses to perform the tasks required to complete Rug delivery and assembly, as a result you agree that any legal action will be directed towards these vendors.

Payment by Credit Card will be due on date of shipment from the manufacturer to Rugs HQ Distribution Center (if ships directly to consumer, CC will be charged when shipping notification received from the manufacturer). At the time of your order, we authorize payment on your credit card but no charges will be made until your order is ready for shipment. Please note that the merchandise you order must ship to the individual and address that are on file with the bank issuing the card. If you would like for your order to be shipped to an address that is different from the billing address listed with the bank or credit card company, Rugs HQ will ask you to notify the bank or credit company to add the shipping address as an "alternate" or "secondary" billing address. This will permit us to ship to any address you prefer including your work, vacation home etc. We apologize for any inconvenience this may cause, however this step is necessary to guarantee your protection.

Your credit card will not be charged at the time that your order is placed. This will occur once the merchandise arrives at our warehouse from the manufacturer(s) and is ready for shipment. At this time the status of your order will be changed to “Ready to Ship” and your credit card will be charged. All Rugs HQ customers are contacted to confirm delivery and shipping address via phone or e-mail. This process runs in parallel to the change of your order status to “Ready to Ship” and the charge being applied to your credit card. In the event that you are not ready to accept delivery we will be happy to hold the merchandise in our warehouse at no charge for 7 business days. After this time passes your account will be charged a storage fee of 2% of the purchase price per day.

At the present time Rugs HQ ships to addresses in the Continental United States. Shipping costs as well as "Free Shipping" specials are therefore only valid for addresses in the Continental United States. At the present time Rugs HQ is not able to ship to Alaska, Hawaii, Canada or the Commonwealth of Puerto Rico.

All shipping estimates listed on Rugs HQ are approximate and we always make every effort to adhere to them as closely as possible. Unfortunately, these estimates are dependent on product availability from the manufacturer as well as shipping delays en route to our facility. Therefore we cannot be held responsible for beating or exceeding originally expected delivery estimates that are caused by factors that are beyond our control.

If the merchandise ordered will be delivered by a carrier such as UPS Freight you will be contacted directly by the carrier to schedule a delivery appointment. You will typically be provided a 2-hour window for your appointment that will usually be Monday through Friday 8AM to 5PM. Weekend delivery is available at an extra charge that is not included in the standard Rugs HQ shipping calculation and thus is the customer’s responsibility. Representatives of these carriers are not authorized to bring the merchandise into your home or assemble the items. These services can only be arranged in advance, prior to the shipment of your order from our warehouse at an additional fee. The standard/typical delivery circumstances is that of a curb-side delivery which means that purchased items are unloaded from the truck and left by the curb of your residence. Additional fees apply if the items you ordered require a lift-gate to unload the truck, if you need the items to be brought into your home and even more so if they need to be carried up the stairs or assembled. If you have special requirements for your delivery please contact our Customer Service department and we will be glad to assist you. Most of the items we sell are large and heavy. Please ensure that at least one or two people are available to help unload the truck at the time of the delivery appointment. In cases where assembly of the rugs is ordered in advance Rugs HQ coordinates for the rugs to be brought into the customer’s home and assembled. As part of the service the trash left at the end of the assembly process is removed from the customer’s home. All Rugs HQ customers will be contacted via e-mail and/or phone to arrange for order delivery, regardless of the delivery method or carrier. We do everything we can to ensure that we do not miss the scheduled delivery appointment. However, we cannot guarantee that an unexpected occurrence may cause us to be late and will do our best to stay as close to the agreed time as possible. We will do our best to accommodate any special requests to make certain our customers are fully satisfied. If you would like to check status of your order, have a question regarding delivery or would like to obtain a tracking number, please e-mail to sales@rugshq.com

If, after numerous attempts are made by Rugs HQ to contact a customer, we are unable to reach them, we reserve the right to recall all merchandise for a full refund of the purchase price, as well as all shipping and handling costs that are incurred by us. A restocking fee of up to 30% of the purchase price may also apply. The same applies if a customer is not available to accept a delivery at a previously arranged time after an appointment had been scheduled and the delivery cannot be completed. Items offered with free shipping are dependent upon customer location and size of order. We reserve the right to alter this offer should your zip code lie outside standard UPS Freight and FedEx delivery routes. In addition, orders for items with weights that are more heavy than usual or expected may need to be readjusted for extra unforeseen fees. No additional fees will be charged without notifying the customer and obtaining prior approval. It is vital that any damages that are visible at the time of delivery are noted on the delivery slip at the time of delivery and are accompanied by the customer’s signature. If the boxes containing the items appear damaged please mark this very clearly on the delivery slip. If you have ordered for the items to be assembled and have noticed any damages during the assembly process, please make sure to note this clearly while signing the assembly service paperwork. In the event that an item arrives damaged or defective please see our Return and Refund Policy for information.