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FAQs
Buying Samples
How do samples work?
On the product page of any custom area rug, you’ll see the option to order a sample. Once an order is placed, we’ll mail a 10” x 10” swatch to your home or showroom. Samples cost $10 each plus shipping (typically $4–6). We do not accept returns for samples.
How do I return my samples?
We do not accept returns for samples.
Will I receive a refund when I return my samples?
We do not accept returns or offer refunds for samples.
Care & Support
What if my order is incorrect?
Please inform us of an incorrect or defective order within 2 days, and include a photo if possible. We’ll arrange a replacement or refund right away.
I received a damaged rug. What should I do?
How do I care for my rug
Vacuum regularly with suction only (no beater bar), rotate every few months, and use a rug pad to reduce wear and slipping. Blot spills right away with a clean, dry cloth; if needed, spot-clean with mild dish soap and water—don’t scrub or soak—and call a professional for tough stains. Keep it out of direct sun when you can, and trim loose fibers instead of pulling them.
For more tips, visit our Rug Care Guide
When will out-of-stock styles be restocked?
Selecting a Rug
How does the custom-sized rug process work?
Choose a style, enter your measurements (down to the inch), and place your order. We’ll cut and finish your rug to size and ship it directly to you. Check out our Rug Sizing Guide here: Rug Sizing Guide
What materials are right for me?
Wool is durable and soft, nylon is tough and easy to clean, and polyester offers comfort at a great price.
How do I pick the right size rug?
Start with your furniture layout, not just room size: keep all or most furniture legs on the rug and leave a 6–18" border from the walls. Quick rules: living rooms—front legs or all legs on the rug; bedrooms—extend 18–24" past the bed; dining rooms—add 3–4 ft so chairs slide easily; hallways—leave ~6" from the walls. Outline the size with painter’s tape before ordering. See our Rug Sizing Guide.
What rug shapes are available?
All patterns are available in both round and rectangular shapes.
What is the rug finish?
The finish is the tailored edge that keeps the rug from fraying—like hemming a suit. Currently, all rugs use machine serging, though additional finishes will be available within 3 months. Contact us to learn more.
Ordering & Shipping
Where do you ship?
We ship throughout the contiguous U.S. Unfortunately, at this time, we do not offer:
- International shipping
- Delivery to PO Boxes, military post offices, or freight forwarding companies
- Shipping to Alaska, Hawaii, or Puerto Rico
What types of shipping do you offer?
- Doorstep Delivery — $200: Delivered to the first dry area at ground level (front door, garage, or lobby). No unrolling, placement, or packaging removal.
- In-Store Pickup — $200: We’ll email when your rug is ready. Bring a photo ID and order number; we’ll help load—please check your vehicle size.
- White-Glove Delivery — $280: Our team brings the rug to your room of choice, unrolls and places it, and removes packaging. Furniture moving not included.
- Premier White-Glove Delivery — $500: Includes moving furniture as needed, laying a rug pad (if purchased), positioning the rug, and cleanup. Please note: our delivery team cannot move pianos, pool tables, glassware, fragile items, or anything over 175 lbs.
Oversized Items
Oversized rugs (9x12 and larger) ship via freight carriers and require extra processing and delivery time. Depending on the shipping method you choose, oversized rugs will be delivered either to your entryway or your room of choice. A signature is required upon delivery.
Can I change or cancel my order, or update my address, after I order?
There’s a short window (about 24 hours) before production begins. Contact us right away and we’ll do our best.
Am I able to return or exchange my rug?
Our custom-sized rugs are made to your exact specifications and cannot be returned, exchanged, or cancelled once production begins. If your rug arrives defective or incorrect, we’ll make it right.
How do I reschedule my delivery?
Please reach out within 1 day of receiving your delivery window and we’ll do our best to adjust.
When can I expect to receive my rug?
Most custom rugs ship within 3–4 weeks. Transit typically takes 3–7 business days, and we’ll send tracking details once your order leaves the workshop.
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Rug Sizing Guide
Rug Sizing GuideUncover the perfect rug size with our comprehensive sizing guide. Elevate your space with confidence and style.
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Rug Care Guide
Rug Care GuideDive into our rug care guide to keep your rugs looking fresh and clean. Expert tips for maintaining the beauty of your rugs.
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How It Works
How it works?Let us assist you in creating an impactful online presence for your business. Get expert help at each stage of development.
