Estimated Shipping & Delivery Times

• Estimated lead times are shown on each product page. These are estimates and may vary based on product availability and manufacturer timelines.
• Items in the same order may ship separately.
• We currently ship to street addresses within the continental United States (no P.O. Boxes or APO/FPO at this time).
• If an item is out of stock or on backorder, we’ll contact you with an updated ship date.

We do not currently offer

• International shipping
• Delivery to P.O. Boxes, APO/FPO, or freight forwarders
• Shipping to Alaska, Hawaii, or Puerto Rico
• Exchanges (please initiate a return where eligible)

Delivery Methods

• Doorstep Delivery: Delivered to the first dry area at ground level (front door, garage, or lobby). No unrolling, placement, or packaging removal.
• In-store Pickup: Delivered to dealer’s showroom.
• White-Glove Delivery: Brought to room of choice, unrolled, placed, and packaging removed. Furniture moving not included.
• Premier White-Glove Delivery (where available): May include limited furniture moving, rug-pad placement (if purchased), final positioning, and cleanup.
• For safety, delivery teams cannot move pianos, pool tables, glassware, fragile collections, or any item over 175 lbs.

Note: Oversized items (typically rugs 9'×12' and larger) ship via freight carriers and may require additional processing time and a delivery appointment. A signature may be required.

Made-to-Order Items

• Many custom rugs are made to order and begin production after your order is placed.
• Made-to-order items cannot be canceled, returned, or exchanged except in cases of damage, defect, or if the wrong item was shipped.
• Estimated lead times are listed on the product page and do not include carrier transit time.

Returns

• Samples: Non-returnable.
• Custom size / made-to-order rugs: Non-returnable unless damaged, defective, or incorrect.
• Original shipping charges are non-refundable. If your order included a shipping promotion, a return shipping fee (e.g., 10% of the item price) may be deducted from your refund.
• All returns require prior authorization (RMA).

How to start a return:

1. Within 30 days of delivery, email customerservice@kanterscarpet.com with your order number, contact details, and reason for return.
2. Wait for return authorization and instructions. Items must be returned in original or equivalent protective packaging.
3. Use the provided label (if applicable) or ship via an insured carrier. You are responsible for the safe return of the merchandise until received.
4. Once inspected, eligible refunds are issued to the original form of payment per these terms.

Oversized & Freight Returns

• For rugs 9'×12' and larger or freight-shipped items, contact customerservice@kanterscarpet.com to arrange an authorized pickup/return.
• Refunds for freight returns are issued less original shipping and handling and any applicable return freight fees.

Damaged or Incorrect Items
Please inspect all deliveries upon arrival.

• If damage is visible at delivery, note it on the carrier’s proof of delivery and photograph the carton and product.
• For concealed damage or incorrect items, contact within 48 hours of delivery with: order number, delivery date, and photos (4–6 images) of the item, defect/issue, label, and packaging (inside and outside).
• Keep all packaging and the item as received until we provide next steps.
• Upon approval, we will issue a prepaid return label or schedule a pickup and arrange a replacement or refund per vendor policy.

Terms & Conditions (Order-Related)

• All sales of custom/made-to-order rugs are final once submitted.
• We may cancel/refund orders due to pricing or availability errors, suspected misuse, or quality control concerns.
• Delivery dates are estimates; we are not liable for delays outside our control (e.g., carrier/weather/vendor backorders).
• Please verify size, material, and color prior to purchase. Color may vary by display settings and dye lot.