FAQ

Rugs Luxe has a Secure Certificate in place on our server and we use SSL for processing orders. Any time you are connected to rugsluxe.com website your connection is encrypted. We do not store any credit card information on our website server. When you make a purchase, the process is connected through an encrypted channel to the processing bank. 

The rugsluxe.com website and all of its content is copyrighted and no portion of this site, may be copied, sold, duplicated or resold in any way. Any use other than as a shopping website is strictly prohibited. Rugs Luxe LLC reserves all rights and rugsluxe.com is protected by U.S. and international copyright laws.  We (Rugs Luxe LLC) may at our option refuse service, terminate accounts and/or cancel orders for any reason. This action may include violations applicable law or any action considered harmful to Rugs Luxe LLC. 

Rugs Luxe is trademarked in the United States and other countries and our logo and trademark may not be used in connection with any product except for Rugs Luxe LLC.

The rugsluxe.com website is provided on an "as is" basis. Rugs Luxe LLC disclaims all warranties express or implied, including, but not limited to, implied warranties of sales and fitness for a particular purpose. Therefore, Rugs Luxe LLC makes no representations or warranties of any kind, express or implied, as to the operation of the site or the information, content, materials or products included on this site, to the full extent permissible by applicable laws. Rugs Luxe LLC will not at any time be liable for any damages of any kind arising from the use of this website, including, but not limited to, direct, indirect, incidental, punitive and consequential damages.

This site is created and controlled by Rugs Luxe LLC in the State of Texas USA. Therefore, the laws of the State of Texas will govern all disclaimers, conditions and terms and without giving effect to any principles of conflicts of laws. Rugs Luxe LLC reserves the right to make changes to our site and these disclaimers, terms and conditions at any time.

Rugs Luxe may at its option retain the right to cancel any customer order that may have been found to have a pricing error due to a web site programming bug or typographical error on the rugsluxe.com  website or any Rugs Luxe LLC printed material. 

We accept the following major credit cards for payment: VISA, MasterCard, American Express and Discover. As well as Paypal

Changed your mind, or gave the wrong address at checkout? No worries, we've all done it. As long as your order hasn't processed or shipped, there is a chance that you can make changes to it. you must contact our Customer Service Department to modify or possibly cancel your order. Please contact us by email at [email protected] or call toll-free at 844-784-7589 between 9:00 a.m. and 5:00 p.m. 

Once the order has been proceeded or shipped the order cannot be modified or canceled and will be considered a return. Please review our return policies and instructions.

To check the status of your order, please contact our Customer Service Department. Send us an email to: [email protected] or Call toll-free 844-784-7589 between 9:00 a.m. and 5:00 p.m. 

If you have a Discount or Promotional Code, On the Shopping Cart page, type it in the box labeled “Apply Discount Code” and then click the “APPLY DISCOUNT” button to apply it to your order 

It's super frustrating when an order doesn't arrive correctly or is damaged so thank you in advance for your patience. We are eager to resolve it and get you your new gear!

- My package came damaged.

We are sorry to hear you received your order in an unacceptable condition. If your item arrived damaged or appears to have a defect, you must contact us within 14 Days of Delivery. Please contact us by sending an email to: [email protected] and include:

· Your order number and briefly describe the issue.

· Photos of how the package(s) arrived.

· Photos of item

· Please indicate if you would like to receive a replacement of the same item or if you prefer a refund

- The wrong item was sent.

To help resolve the issue can you please provide the following by sending an email to: [email protected]:

· A picture of the invoice on the package.

· A picture of the incorrectly sent items

From this, we can get you the replacement items asap and file a claim with manufacturer to figure out why the correct item was not included. Thank you for your kind understanding and for bringing this up to our attention.

- Something is missing from my order.

· To help resolve the issue can you please provide the following by sending an email to: [email protected]:

· A picture of the invoice in the package.

· A picture of the shipping package (we're looking for damage).

· A picture of the items that came in the package.

From this, we can get you the missing items asap and file a claim with our 3PL to figure out why the item was not included.

Backorder refers to an item that is out of stock but will be back in stock at a later date. If you are interested on item(s) that are “Out Of Stock” please send our support team an email [email protected] with the item(s) information and we will do our best to inform you of an anticipated shipping date.

If your RugsLuxe.com purchase does not meet your satisfaction, you may return it within two weeks (14 days) of Delivery (please click here to check our “return policy” for more detail). To return an item, the item must be new, unused and in its original packaging.

- Shipping and delivery fees are non-refundable.

- Processing & handling fees are non-refundable.

- You are responsible for payment of the return shipping charges.

- Restocking Fee: A 20% restocking charge is levied against all authorized returns except those due to our error.

- Return is not acceptable for customized rugs, products sold through as a clearance or a custom item and also rug pads that have been opened. 

- Please note merchandise returned damaged, without a return authorization number (RA#), or more than 30 days after the RA# was issued or shipped to the wrong address may be refused or incur additional freight costs and a 20% service fee.

All rugs must be repackaged and returned in original packing material or equivalent packing materials. We will not accept merchandise that has been soiled or damaged in shipping due to improper packaging.

Any return without a return authorization or refused upon delivery will be charged 20% return service fee and cost of freight.

Please check our “return policy” for more detail

No, We only ship to addresses in the continental United States.

Shipping is free on each rug priced $65 and more (before tax and other chargers) in the contiguous United States.

That's correct, FREE SHIPPING. All Rugsluxe “rugs” orders that are shipped to locations within the 48 continental United Sates with the rug price of $65 or more do not incur a shipping charge. Unless you asked for special shipping services, the price you see at checkout is the price you pay to have the rug delivered.

Rugsluxe, has no hidden shipping fee.

RugsLuxe does not ship to PO Boxes or APO/FPO addresses.

RugsLuxe does not accept orders for nor ship to international locations

A non-refundable processing and handling fee of $7.95 will be added to your order and there will be a non-refundable processing and handling fee of $39.95 for oversized shipments.

Not at this time.

Standard curb-side delivery of oversized rugs is free on most purchases from RugsLuxe.

If you have any questions, please contact Customer Service:

Email: [email protected]

Toll-Free: 844-784-7589

Once your account is set up and a purchase is made, you may log into your account and check the status of your order. Rugs Luxe LLC also sends automated email about orders and shipping status.

We will send an email when the order has been submitted

We will send an email when the order is shipped.

Nearly all items take between one to three business days to ship, based upon the item’s availability. Delivery of items will be dependent on the size of the rug ordered and the shipping location. Most items deliver in 5 to 7 business days. In some cases, all of the items in your order may not ship together or in the same package. Rug pads and accessories will normally be sent in separate packaging.

Before delivering your item, the carrier will contact you to schedule a convenient delivery time. Please be advised that the 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 before the arrival of the item.

No, we pay the tax for you.

Log into your account and print a copy of your receipt. A receipt is also automatically sent to you via email. For help with this please contact our Customer Service Department toll-free at 844-784-7589 between 9:00 a.m. and 5:00 p.m. Central time, Monday through Friday or send an e-mail to: [email protected]

To see an explanation of your charges, this information is readily available when you log into your account. 

Your card may be charged right after you hit the “Place Your Order” button at the checkout page.  An authorization hold for the amount of your order is placed on the credit card to confirm that the card is valid.  If you cancel the order,  authorization may  take 3-5 business days to be released. The length of the hold is determined by your bank or other financial institution that issued your card. You will not be charged for a cancelled order. Depending on your billing cycle you may not see the credit until the following month after cancellation and can be up to 30 days.

For a returned item, we need to inspect the item to determine if there is any damage. Then we will process a refund after that.

What about the manufacturer’s warranty? Every rug we sell comes with a full one-year manufacturer’s warranty. This warrant covers the rug against manufacturing defects in workmanship or materials for a one (1) year period from the date of the original purchase. The manufacturer may repair or replace, at its discretion, the rug without charge. Normal wear and tear is not warranted. To register a claim under this warranty, please contact RugsLuxe Customer Service, send an e-mail to: [email protected]. Proof of original purchase is required. 

There is no warranty available if you do not use an area rug pad and there is no warranty for normal wear and tear. The following issues are not covered under warranty.

+ Damage or staining caused by pets

+ Wet process cleaning and any cleaning improper for a rug.

+ Putting the rug in a wet area, unless it is a water-resistant rug.

+ Crushing and matting in high traffic paths.

+ Fading or shading caused by bright light or walking traffic area

+ Normal shedding which will decrease over time. 

+ Exposure to chemicals, gases, excess heat, high humidity or bright sunlight.

+ Use of vacuum cleaner beater bars.

Remedy Exclusions
Rugs Luxe assumes NO Liability warranty except to the possibility of repair or replacement. The total liability cannot be more than the invoice amount to the original purchaser. Rugs Luxe is not responsible for any incidental or consequential damages, removal, or movement of furniture, nor bodily injury, or property loss. Any warranty only applies to the original purchaser and is not transferable. 

We will be lower than anyone else since we provide pad, free shipping and No Sales Tax. When you add up all these free offers, you’ll see we are lower than any other company. 

115% Price Match Guarantee

At RugsLuxe.com, we want you to feel 115% confident in shopping with us, which is why we offer a 115% Price Match Guarantee. If you find an item at a lower price on another qualified website at the time of your purchase, please let us know. Not only will we match their price, but we will happily give you 15% of the difference! It's really that simple!

Example: Let’s say you find a price of $900 from a competitor for an item we sell for $1000. Not only will we match the $900 price, but we will also take an additional $15 off. (15% of the $100 difference in price.)

To keep it simple for both parties, price match requests must be presented prior to placing your rug order with us. We will not honor a price match after your order has been processed.

How to submit your 115% Price Match Request:

Send an email titled “Price Match Request” along with the following information to: [email protected] and we will reply promptly:

1. Your name.
2. Your shipping zip code.
3. Link to lower-priced product on competitor’s website.

Terms and conditions:

Our 115% Price Guarantee has some limitations:

You must contact us and get approval prior to purchasing the item from our website

in order to qualify for price march, the competing item must meet the following criteria:

1. the competitor’s item Must be brand new, the exact same brand, item number, pattern, material, size, shape, and color(s).
2. The product must be in stock on the competitor’s website and for sale online
3. The competitor's price includes any applicable shipping, fees, and taxes.
4. Price match requests must be presented prior to placing your rug order with us. We will not honor a price match after your order has been processed.
5. Prices in a written or verbal quote or on in-store signage are not accepted
6. The competitor must be an online store, they may not have a retail location.
7. The website cannot be a marketplace, membership club, liquidator, or auction website (e.g. Amazon.com, HOUZZ.com, eBay.com, Overstock.com, Wayfair.com, Walmart.com, Target.com, etc).
8. The competitor must be an Authorized Retailer of the product following manufacturer sales guidelines (i.e. MAP pricing).
9. Price Match cannot be combined with any other discounts or offers, such as rebates, free rug pads, discount codes, etc.
10. We do not price match Buy-one-get-one (BOGO) or free-with-purchase prices.
11. We do not price match orders that have already shipped.
12. We do not price match on "out of stock" or on "back orders".
13. We do not price match prices reduced through a promo code, rebate, or gift card promotion.
14. We do not price match items advertised with a percentage discount instead of an actual price.
15. We do not price match Going out of business or closeout prices.
16. We do not price match pricing due to typographical errors
17. We do not price match group sales or items designated as Clearance

We reserve the right to deny claims if our policy is being abused.