At Great Area Rugs, all shipments within the CONTIGUOUS USA ARE FREE (a flat rate fee of $100 applies to Alaska and Hawaii). Generally, orders placed with us will leave our warehouse within 3 business days, and you should receive it within 7-10 days (the same applies for shipments to Alaska and Hawaii). Occasionally, due to unforeseen circumstances (such as inclement weather conditions), it may take longer. If this happens we will be sure to contact you and let you know when to expect your order. Tracking numbers will be sent to you via email as soon as that information becomes available to us (typically as soon as the item has been shipped from our warehouse). You may also check your shipping status and obtain tracking numbers through our store's "Check Order Status" tab located above. Shipping is "curbside" shipping, meaning that your item is shipped to the front door of your home or apartment building, and not into your home or into your apartment building. If you have ordered a large rug, please have a friend available with you to help carry it inside. We will ship all orders via UPS or FedEx. We reserve the right to use any carrier.
International Shipping
Unfortunately, we do not ship internationally at this time (we only ship within the 50 United States).
Damages & Exchanges
Your satisfaction is our top priority. We sell high quality area rugs and rug pads from very reputable and well-known manufacturers, so we rarely have problems with any of our products. But if your rug is damaged in any way, we'll make sure you're taken care of. ALL of our rugs and rug pads are backed by a manufacturer's warranty. If your rug has a defect, please contact us and we will get everything sorted out for you. You need to have a Return Authorization Number issued to you by us before you can make a return for any reason (as well as the original issued UPS package label). If your rug was damaged during shipping, contact us and we'll arrange for total replacement at no cost to you. See manufacturer warranties for more information.
Returns
Please find your specific situation from the list of scenarios below to learn how we handle that particular situation. Remember, in order to make ANY returns at all you must first contact us to get a Return Authorization Number:
1. You have decided to cancel your order
If the order hasn't been shipped out yet, and you decide to cancel it, you will be refunded full credit. If you decide to cancel the order AFTER it has already been shipped, your situation will be handled according to situation 4, or situation 5 below.
2. You received the rug but it is visibly damaged or deformed
The manufacturer is responsible for any manufacturing defects or deficiencies with its products (if the rug is damaged or defective due to shipping damages, please see situation 3 directly below). If you want to file a warranty claim because the rug appears to be defective, deformed or damaged in any way; and it does not appear to have been damaged during shipping, please contact us first to get a Return Authorization Number (make sure to keep ALL the paperwork that came in the original box including UPS labels and warranty labels). Any rug returned to the manufacturer for warranty purposes without a Return Authorization Number will be refused at the docks and returned to you, and you will pay for shipping both ways and no warranty claim will be filed. Any and all warranty claims must be filed within 30 calendar days of receipt of purchase. You must ship the rug back properly packaged, in a safe for transit manner, in the same way that you received it (regardless of what condition the rug itself was in when it came to you). If the rug isn't properly packaged on the return transit, it will be refused at the docks and returned to you, and you will pay for shipping both ways and no warranty claim will be filed. Keep in mind that the "defective" rug will also be inspected by the manufacturer, and if it is deemed by the manufacturer that the rug is NOT defective, you will still be credited a refund, but will be charged a maximum 25% restocking fee as well as shipping both ways. If however, the manufacturer deems the rug to be defective, you will get a 100% refund (or if you choose, your rug will be replaced at no cost), no questions asked. So please be certain your rug is actually damaged or defective before officially filing for a warranty claim. We will guide you and help you determine if the rug is indeed defective before returning it to the manufacturer. For more information on warranty claims, see manufacturer warranties.
3. You received a rug that appears to have been damaged during shipping
If a package appears to have been damaged during shipping, the rug is oftentimes still okay. Even if the packaging for your rug appears to be damaged, be sure to keep all the original packaging until you've determined whether or not a shipping insurance claim needs to be submitted. If any of the original packaging is thrown away, we cannot file a shipping insurance claim. Discarding shipping materials or box contents waives your right to get your rug replaced. Please make sure and be certain there is real damage to the rug before contacting us. If you find that your rug was damaged during shipping and you have kept the original shipping materials, please contact us IMMEDIATELY so that we may submit a shipping insurance claim. Once we have confirmed that you still have the original shipping materials, and that the item was indeed damaged during shipping, and after we have officially filed the shipping insurance claim forms, we will send out the same rug new at no cost to you.
4. You've received the rug but you've decided you want to return it
If you receive a rug and decide to return it, you can do so if and only if all of the following requirements are met:
1) The rug MUST be unopened, unused, and still in the original packaging.
2) You MUST contact us to notify us that you'd like to return the rug within 30 calendar days of receiving the rug.
3) You MUST contact us to get a Return Authorization Number and return instructions PRIOR to returning the item (make sure to keep all labels and papers that come with the shipment).
If you return an item without all three of the above requirements being met, the item will be refused at the docks and come back to you and no refund will be issued (you will also be charged for shipping both ways). If you meet all three of the above requirements, your refund will be issued in one of the following two manners (which we will discuss with you over the phone):
1) You can receive the amount you originally paid for the rug (minus our actual cost for shipping and handling both ways and maximum 15% restocking fees) as a store credit, OR
2) You can get a cash refund for the amount you originally paid minus a maximum 15% restocking fee and the cost for shipping and handling both ways.
In either case, you are responsible for shipping charges for both ways to return the product to us. If you receive store credit, the following rug will be shipped to you free of charge.
Should the rug be damaged during the return shipping process, it will be refused at the docks and you will be charged for shipping both ways, and no refund will be issued!
5. You refuse the delivery of your order, and it comes back to us
If you refuse an order and it comes back to us, you will be issued a refund, but you will also be charged a maximum 10% restocking fee AND our actual cost for shipping and handling both ways. If the rug is damaged during the return shipping process it will be refused at the docks and you will be charged for shipping both ways, and no refund will be issued.
