Questions? Concerns? Give us a call! In fact, we prefer to speak with every one of our customers personally, that way we can answer your questions and take care of any concerns that you may have. Just call 1-800-830-RUGS.
We accept American Express, Discover Card, Master Card and Visa. Personal or business checks are accepted; please allow 7 days to clear. Orders are 100% prepaid, unless otherwise directed.
Let us assure you that any information you provide to us is strictly for our own use in conducting business with you. Your account and registration information will not be disclosed to any third party without your knowledge and consent. We are in the home furnishings business and do not share, sell, or trade details about you or your activities at modern rugs .com. We believe our relationship with you, our customer, will be built on this trust.
To serve you better, we may contact you occasionally with news about our products, services and events. If you would like to be removed from our e-mail list, please contact us at remove@modernrugs.com.
You should feel completely confident about conducting transactions with ModernRugs.com. All orders submitted on our site are encrypted with Secure Sockets Layer (SSL) technology. SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. In order for SSL to work, you must use an SSL-enabled browser. Please note: e-mail is not encrypted and is not a secure means of transmitting credit card numbers. If you do not want to place your order online, you always can order by phone at 1-800-830-RUGS extension 1, 10:00 a.m. - 6:00 p.m. Monday through Friday (EST).
We want you to be completely satisfied with your purchase. To ensure a smooth process, please read our return policy carefully. This policy applies to all orders placed on ModernRugs.com.
.Standard Returns (Stocked Items only)
If you would like to return an item, you may do so within 30 days of receipt for a refund. The item must be in its original, unused condition.
Any package refused at the time of delivery without prior authorization, visible damage, or defect will be treated as a standard return. The cost of return shipping and the 15% restocking fee will be deducted from your refund.
Return Authorization (RA) Process
All returns must have a Return Authorization (RA) number before being shipped back to us. Any rug returned without a valid RA number will be refused at our warehouse and sent back to the sender.
To request an RA number, you must:
Note: Credit will be issued once the item is returned and passes inspection. Please allow up to 4 weeks for your refund to be processed.
Damaged or Defective Items
You must inspect all items for flaws, defects, or damages within 24 hours of receiving your delivery.
To report an issue:
If you fail to inspect and report any issues within this 24-hour window, you assume full responsibility for the item and a return or refund will not be considered.
Final Sale Items & Custom / Made-to-Order Rugs
All sales are final for made-to-order residential, hospitality, or commercial rugs, as well as any products marked as such in the description. This includes any imported product.
Custom orders are not returnable. A custom order is defined as any rug, runner, or item that is not a readily available size or model listed on our website.
Important Notes
Discounts will not be provided after a purchase is made.
Our return policy is subject to change without notice.
Store credit is issued for eligible returns as determined by our return policy. The value of the store credit equals the purchase price of the returned item(s) minus a 15% restocking fee.
Store credit is valid for 24 months from the date of issue. After this period, the credit may be subject to expiration or revocation at our sole discretion, regardless of any prior communication.
Store credit can be used towards future purchases on our website. It cannot be redeemed for cash or combined with other offers or promotions.
Items purchased with store credit are subject to the same terms and conditions as regular purchases, including return policies and restocking fees.
We reserve the right to modify these terms and conditions at any time without prior notice.
We offer free domestic shipping on stocked items up to size 8' x 10' (excludes oversized 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.
Wondering if we can ship to you? There's a good chance we can. ModernRugs.com ships worldwide, at
fees calculated during checkout after entering your shipping information.
The
responsibility for all the import fees, taxes and handling charges within the country of destination
lies with the customer. We will work with you to find the best way to ship to you based on your
needs.
*Orders Shipping to Africa: Shipping to Africa often poses a logistical challenge
to our delivery teams, however we are committed to getting you the rug of your dreams! Please
contact us directly at shop@modernrugs.com to discuss
transit options.
In most cases orders are delivered within 10 business days. When your item is shipped, you will receive a notification email with a tracking number. The tracking number can be used to check the status of your shipment at www.fedex.com or by calling 1-800-GO-FEDEX.
At ModernRugs.com, we make every effort to stock all collections in order to minimize wait time. However, due to high demand of certain collections, an item may be sold out. In that unlikely event, you will receive a notification as to its availability and its estimated date of arrival.
* Note on Custom Orders: We do our best to comply and adhere to the time schedule that was given to you during your initial order. We typically deliver custom rug orders ahead of schedule. However, there are conditions that are out of our control that may cause an unforeseen delay. We will of course communicate this with you as soon as we are informed of any changes in lead time.
We attempt to always ship orders complete. In the event items are in stock at different warehouses, partial shipments will be sent. If you have any questions about a shipment, you may send an email to orders@ModernRugs.com or call 1-800-830-RUGS x2.
If you would like to cancel an order, please notify us immediately by phone at 1-800-830-RUGS. Orders or parts of orders may be cancelled without incurring fees before they are shipped. Once shipped, an item follows our return policy rules.
Custom orders are in no way returnable nor can they be canceled. When you place an order for a custom rug you should be 100% sure that you will be happy with the purchase. If you have any reservations about having a custom rug order made, please call or participate in our sample program. You can receive yarns and color poms to demonstrate the exact texture and color of the rug. Our design team can also make renderings for a small fee.
Items damaged in transit are covered by the freight carrier. Should any shipping damage be noticed at the time of delivery either refuse the delivery or make the carrier leave a damage receipt with you. Should you notice shipping damage after delivery, keep all packing materials with the item and notify customer service immediately so that a claim may be filed and a replacement shipped. Procedures for freight damage claims vary from carrier to carrier though whenever possible, ModernRugs.com will assist with freight damage claims.
Any merchandise with a manufacturers defect will be exchanged at no additional cost to you. We must be notified within 5 business days of receipt of defective merchandise. In most cases a call tag will be issued and the original carrier will pick up the defective merchandise at our expense. A return authorization number and the return shipping address must be obtained prior to shipping the item back.
Because of the hand-made nature of the majority of rugs on our site, items that fall within 5% of advertised dimension(s) will not be considered defective and follow our standard return policy.
We do our best to represent color accurately. Nearly all items have high-resolution images with normal lighting so that you can make an informed decision. In spite of this, colors sometimes do vary from one computer monitor to another by a noticeable margin. If you are unsure of the colors of the item, or your project requires very specific colors please call to see if a sample is available prior to ordering. We do not consider color shade variations a defect (except in extreme cases) and the return of the item would follow the terms of our return policy.
Most product photos you see on our site are generally of a medium rectangular size product. Smaller/larger rug sizes or different shapes may look different in reference to patterns due to the change in scale of the area rug. Please take this into consideration before ordering and call 1-800-830-RUGS or email shop@ModernRugs.com if you want assistance in determining how the design will scale.
Many of our rugs are made by hand. This implies that the human touch makes each item a unique piece as a result of being hand crafted. Therefore, slight variations in size or color are not considered defects and have been proven not to affect the quality or life of your rug. Creases, wrinkles or folds as a result of shipping are not considered defects.
No refunds nor returns of hand-made rugs will be allowed.
ModernRugs.com makes every attempt to assure that the data shown on the web site is current and valid. We are not responsible for product data changes, discontinuations, or typographical errors. Due to industry trends, availability and pricing on all items are subject to change or discontinuation at any time without prior notice and/or consideration of previous or future offers or engagements.
ModernRugs.com reserves the right to update or modify these purchasing policies at any time without prior notice. Your use of the ModernRugs.com Web site following any such change constitutes your agreement to follow and be bound by the purchasing policies as changed. For this reason, we encourage you to review these purchasing policies whenever you use this website.
