modern rugs

Frequently Asked Questions

Using ModernRugs.com
Searching for Products
Custom Rugs
Creating a Account
Ordering Online
Placing an Order
Site Security
Sales Tax
Order Status
Modifying/Cancelling an Order
Returns
Discounts
To the Trade
Non Profit
Shipping
Delivery Time
Backordered Items
Shipping Costs
Order Delivery
Oversized Rug Delivery
International Shipping
ModernRugs.com Studio
Location
Legal
Terms & Conditions
Purchasing Policies
Other questions?
Contact Us

How do I search for products?

Use the ModernRugs.com navigation bar located at the top of every page to access an assortment of search styles.

Selecting an option from "Browse by Collection" will navigate you to a content-specific grouping of products.

If you are looking for specific product types, use our "Pick a-" search tool located in the center of our ModernRugs.com navigation bar. Narrow down what you're searching for by picking a type, color and/or size and select "Go."

If you would like to search for a specific product, use our Advanced Search bar located on the top right corner of our ModernRugs.com navigation bar.Enter specific product names or IDs, keywords or brand names.

Can you make me a Custom Rug?

Yes. At ModernRugs.com, we're industry experts at creating quality, bespoke rugs for residential, commercial and hospitality projects worldwide. We can manufacture hand-made rugs of any size, shape, construction, design and material you specify. To request a quote, please contact custom@modernrugs.com.

We also have a convenient "custom inquiry" button located within every product description page. This feature allows you to submit a quick form detailing your request. A representative will contact you within 1-2 business days regarding custom availability.

What is a ModernRugs.com Account?

There are several benefits for owning a unique ModernRugs.com Account. Your Account not only identifies you as a valued customer, but also allows us to personalize your shopping experience. When you log into your account, you can also create a portfolio that stores your favorite rugs. Send this portfolio to a client or keep it for yourself. Look forward to more benefits in the near future which will make your shopping simple! Create one here.

How do I place an order online?

As you browse our site, you can add the items you like to your shopping cart. When you are ready, click on your shopping cart icon and follow the instructions to complete your order. Please make sure your billing address matches that of the cardholder.

Upon completing your purchase transaction, an email confirmation of your order will be sent. You will be assigned an order ID# that should be used whenever referencing your order with us. Important order updates will also be sent to the address provided.

Will my credit card and contact information be secure?

ModernRugs.com utilizes advanced encryption and authentication tools to protect the security of our customer's credit card information. Every page of the checkout process is protected by a Secure Socket Layer (SSL) encryption, which protects outside sources trying to access it. However, we cannot provide a guarantee the security of any information you transmit to or from our website, and you do so at your own risk. To help ensure others will not have access to your credit card information while on our Web site, we urge you to sign off your account and close your browser window when you have finished your visit, especially if you are sharing a computer with someone else or are using a computer in a public place.

Do I have to pay sales tax?

Taxes are not charged if your order is shipped outside of Maryland. Items shipped to Maryland are subject to a sales tax of 6%. If you have a resale certificate, please call toll-free 800-830-7847 between 10:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday to place your order.

How do I check my order status?

To check the status of your order, click on "order status" located at the top right side of our ModernRugs.com navigation bar. For detailed information, please contact our Customer Service Department. Call toll-free 800-830-7847 between 10:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday, or send an e-mail to: shop@modernrugs.com.

How do I modify or cancel an order?

Once the order has been confirmed, you must contact our Customer Service Department by phone to modify or cancel it. Please call toll-free 800-830-7847 between 10:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday. Once an item has been shipped it cannot be modified or canceled.

What is your return policy?

Requests for return must be sent to us within 15 days of the date it was delivered to you. You may request return authorization by sending an email to returns@modernrugs.com or by calling toll-free 800-830-7847 between 10:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday.

A 15% restocking fee will be deducted from the total amount refunded. All sales are final for rugs imported from European suppliers, as well as custom-made items.

RUGS RETURNED WITHOUT A RETURN AUTHORIZATION NUMBER WILL BE REFUSED AT THE WAREHOUSE AND SENT BACK TO THE SENDER.

Do you offer discounts to the Trade?

Yes. We offer trade discounts on both standard and custom orders. Click here to learn more about our membership benefits and submit an application. To protect the interests of our trade partners, we will not disclose their special pricing to anyone yet to have been approved for membership.

Do you give special discounts to non-profits?

Yes. We support good causes that invest in health, education, justice and peace. Qualified organizations will receive a 10% discount off any standard or custom orders. Please request an Organization Qualification Form by emailing sales@modernrugs.com.

How long will it take to receive my order?

Most orders are received by the customer within business 5-10 days. If the rug you ordered is not in stock, we will contact you with the expected delivery date. We encourage customers to check stock availability through us before placing orders. For a courtesy stock check, contact our Customer Service Department. Call toll-free 800-830-7847 between 10:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday, or send an e-mail to: status@modernrugs.com.

Items marked as "made to order" require a lead time. Lead times posted in the product description are approximate and do not guarantee the delivery date of a rug.

How long will it take for a backordered item to arrive?

Backordered items are those that our suppliers currently do not have availability of. Although there is nothing we can do to change the backordered status of an item, we will do our best to inform you of an anticipated shipping date.

How much does shipping cost?

We offer free domestic shipping on stocked items that will ship to the contiguous 48 states (excludes Hawaii and Alaska). Custom orders do not apply.

For all other locations (including international), obtain your shipping rate by entering the required information at our checkout page and then proceed to the following "Order Summary" page. Your calculated shipping charge will be displayed in your order summary.

How will my order be delivered?

We ship most products from one of our US warehouses via UPS ground service. In some cases, we ship direct from our manufacturers overseas.

How do I properly receive an oversized rug?

Please be advised that the delivery driver is only required to deliver the item "curbside" at the end of your driveway. Some drivers are willing to do more, but to be safe, if you require assistance to get the rug inside your home, please arrange for it prior to the item's arrival.

Can you ship international orders?

Yes. ModernRugs.com ships worldwide (excluding Africa). To calculate your international shipping rate, enter the required information at our checkout page and then proceed to the following "Order Summary" page. Your calculated international shipping charge will be displayed in your order summary.

For custom orders, we ship worldwide using International Air Freight, unless otherwise noted. Other forms of transit may be available; contact a representative to inquire about alternative services. All import fees, taxes and applicable handling charges associated with the country of destination are the responsibility of the customer.

Terms & Conditions

A full list of our Terms & Conditions governing the use of our website can be found here.

Purchasing Policies

A full list of our Purchasing Policies can be found here.

Do you have a showroom that I can visit?

At this time, ModernRugs.com is strictly an online store with a corporate headquarters located in Silver Spring, Maryland.

However, we do offer an extensive range of rug samples that are available for loan. If you would like to inquire about a specific product, please contact our Customer Service Department by calling toll-free 800-830-7847 between 10:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday. We require a $50 holding deposit per sample. You have 15 days, upon arrival, to return the sample for your full deposit refund.

Contact Us

Any questions, comments, or suggestions? We'd love to hear from you! Just send an email to shop@modernrugs.com. If you have a question for a specific department, view our "Contact Us" page here.

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