We do our best to provide the most accurate estimated shipping & delivery dates for items based on your current zip code location. Estimated shipping & delivery dates for your items can be found while viewing your cart prior to purchase. 

• In-stock items, including Samples from the Custom by Rugs USA Collection, typically ship within 24 hours or less of placing your order. Once your order has shipped, you will receive an email with your tracking information.
• Backordered items are subject to shipment date adjustments; however, we do our best to provide the most accurate dates possible based on the information we have at the time of purchase.
• Purchases of products from the Custom by Rugs USA Collection, not including Custom Samples, will ship from our manufacturer within 2-3 weeks of placing your order. Once your order has shipped, you will be provided with the estimated delivery date. 

To provide the best service to our customers we process orders quickly, but we do our best to accommodate address change requests whenever possible. Although we can not guarantee an address change can be made, please email us at service@rugxara.com. 

Once your order is placed, we are unable to delay any part of your order from shipping. We do however, encourage you to wait on placing your order until you are ready to start decorating your space!  

We allow returns products within 30 days of delivery within the Contiguous United States, Hawaii & Alaska. All returns must be shipped using a Rugxara provided return label, and the product(s) must be received in the same condition in which they were delivered. You can select between receiving store credit OR a refund back to your original form of payment minus return shipping fees.

You can request to cancel your order before we ship it from our warehouse. To cancel your order, please send us a cancellation request, reason for cancellation and your order number by emailing service@rugxara.com.

Once you have placed your order,we are unfortunately unable to make modifications on the items purchased. However, if you wouldlike to add items to your existing order, please place an additional order withfree shipping!

Promotional codes are valid on Rugs USA merchandise only, excluding rug cleaners, clearance items, warranties, sample sale, and door busters. 

No, we generally do not accept multiple promo codes per order, unless otherwise stated in the terms and conditions.

Yes, almost all of our rugs are machine washable, you can click on the washable rugs page to choose to buy or check the product page to see if it says machine washable.
However, it depends upon the size of the machine. For best results, we recommend a minimum washer size of 5.5+ cubic feet for an 8'x10' rug.

We very much welcome you to write product reviews and feedback, it is very important to us. There are currently two ways you can write product reviews, the first is through our review email. The second is to enter the product page you want to review, scroll down to the middle of the page, and click "Write a Review" to write a review that reflects your real feelings about our rugs.

Quick general tips to care for your area rug:

• Vacuum regularly. Do not use a beater bar attachment. If you cannot remove the beater bar, raise it as high as possible and vacuum carefully.
• When vacuuming, use the lowest available setting to prevent fibers from being pulled out of the rug backing.
• Sprouts that appear on the surface of the rug should be snipped at level. Do not pull the fiber out.   
• If you own a natural fiber rug, be sure to vacuum the area underneath the rug periodically. 
• Spills should be cleaned immediately using a clean white cloth. Avoid rubbing, as this may push the stain deeper into the rug.
• To promote even wear of the rug surface, rotate regularly.
• Avoid exposing rugs to continuous direct sunlight. This will cause colors to fade over time. 

For deep cleaning, professional assistance is highly recommended. 

We understand creases and bunching can be a pain when receiving a new area rug. These are normal and will flatten within 2 -3 weeks as you begin to use your new rug.

Use these tricks to help flatten your rug: 

Back Rolling: Roll the carpet out, then roll it back up reversely with the backside up. Let it sit rolled up reversely for a day or 2, or until it flattens out. 

Heavy Objects: Lay a piece of heavy furniture or objects on affected areas for a day or 2, or until it flattens out. If the corners are sticking up, curl them back and place heavy objects on affected areas going the opposite way. 

Heat: Use this technique as a last resort only. Place the rug over a cleared concrete or area like a driveway or sidewalk setting during dry sunny conditions. Allow the rug to be positioned for optimal sunlight as long as possible to give the rug time to absorb the sun's heat for up to 2 hours, but use more time if needed. 

Blow Dryer: If a large concrete patch with optimal sunlight is not accessible, flip the rug over and use a hair dryer to affected areas to heat up the creases. Always hold the hair dryer 7 to 12 inches away from the rug going side to side on a medium setting, as heat can sometimes cause backing to melt. 

Here are some simple ways to prevent and minimize indentations caused by furniture and protect your new area rug: 
 

Furniture Coasters: This is the easiest and most cost-effective way to prevent dents in your rug if you know that furniture will be placed on top for long periods of time. 

Moving Your Furniture: Regularly rotating or moving your furniture will also prevent damage and dents, even if it’s just a few inches to the side. 

Steam Cleaning: A more expensive solution and not recommended for all rug types, but for rugs that already have indentations, steaming the fibers will rejuvenate your rug and lift the imprints while also giving it an extra sheen.  

Combing: You may be able to get the fibers loosened and standing up by using a comb or edge of a coin. After loosening, vacuum the entire rug.