FAQs

While we do our best to ensure the images on our product pages, show you what the product looks like. However, since different monitors and devices can affect how products are displayed, please understand that the colors may look slightly different from the actual products.

While some of the rugs come with "Non-Slipping Backing", we strongly recommend using a rug pad underneath most of the area rugs.

Because not only will it help to keep the rug in place, but it will also give extra cushioning that can help prevent wear and tear or premature fading of your rug.

We understand that it can be tricky to make a rug decision without first seeing how it looks in your space. If you're looking to purchase a sample, we typically don't offer them for most of the brands we carry.

However, if you order the smallest size available (as a sample) from the same collection and subsequently order a 7'x9' or larger rug, we'll give you credit for the initial purchase!

We handle these requests manually - just shoot us an email athello@rugsgate.com, and our customer support team will take care of everything.

We make sure each product comes with the manufacturer's specified warranty terms, as listed on the relevant product page.

And if you're looking for extra protection, we've partnered with Extend to offer fantastic coverage (strongly recommended)- choose from 2, 3, or 5 years. You can find out more about each plan on the product page.

Last but not least, we stand behind our products - if you ever have any quality issues, just let us know, and we'll be happy to help!

Yes, it is perfectly normal for hand-made rugs to shed, especially those that contain wool.

This is a common occurrence and may be frustrating. However, the amount of shedding will reduce over time as you keep up regular and frequent vacuuming.

The more frequently you vacuum the rug, the quicker the shedding will stop altogether.

In some cases, depending on the type of rug and its construction, it can take several months before the shedding stops completely.

Nevertheless, with proper care and maintenance, your rug should remain in good condition for many years.

We don't have a brick-and-mortar location. This helps keep our prices low and offers you the best deals around!

We take your privacy seriously, so rest assured that we won't ever share or sell any of the information you provide us. The only thing we do with it is using it to help serve you better.

For more details, check out our Privacy Policy page and Do Not Sell My Information page. Please email hello@rugsgate.com if you have other questions about data privacy.

Absolutely! We take your privacy very seriously and comply with all CCPA and other regulatory requirements.

If you ever want to delete your personal data from our records, just shoot an email over to privacy@rugsgate.com.

For more details, check out our Privacy Policy page and Do Not Sell My Information page. Please email hello@rugsgate.com if you have other questions about data privacy.

We accept most major credit cards like Visa, Mastercard, American Express, Diners Club, and Discover. We also support other payment method like Shop Pay, Apple Pay, Google Pay and Amazon Pay.

You can also choose to finance your purchase with Shop Pay (Powered by Affirm).

For more details, check out our Financing page. Please email hello@rugsgate.com if you have other questions about payment methods.

Absolutely. We've partnered with Shop Pay (Powered by Affirm) for financing options, so you can pay off your order over time if that's better for you.

For more details, check out our Financing page. Please emailhello@rugsgate.comif you have other questions about financing.

Once you've placed your order on our site, you'll get a confirmation email right away with all the details - item purchased, prices, delivery addresses, and so on.

If it doesn't arrive in time, please check your spam folder and let us know if there are any issues.

We'll be in touch with the manufacturer of your purchased items to make sure the item(s) you ordered are actually in stock, and we'll arrange for shipment as soon as possible.

Generally, it will ship within five (5) business days, and we'll send another email with a tracking number from our shipping partner.

Have a question? Please emailhello@rugsgate.com, and we are happy to help.

If you'd like to make any changes to your order, please contact us as fast as possible by emailing hello@rugsgate.com.

Generally, orders will be shipped off from our manufacturer within five (5) days, so it's important that you act quickly!

We'll do our best to update the order details if it hasn't been shipped yet - just bear in mind that any changes can't be accepted if it has already been shipped.

Please note that sometimes It may take a while for us to get shipping notifications from our partners, so unfortunately, we cannot guarantee to make alterations at the last minute.

If you want to cancel your order, please get in touch with us as fast as possible by emailinghello@rugsgate.com. Generally, orders will be shipped off from our manufacturer within five (5) days, so it's important that you act quickly!

If it hasn't departed yet, we'll do our best to cancel it - just keep in mind that if it has already shipped, no cancellations can be made.

If you'd like to return the purchased items, head to ourreturns & refundspage for more info.

Please note that sometimes It may take a while for us to get shipping notifications from our partners, so unfortunately, we cannot guarantee to cancel at the last minute.

Sometimes, particularly regarding low-stock items, the item you put in an order may be unavailable by the time it’s properly processed.

In such a situation, we'll contact you by email as soon as possible. You can then make the call whether to cancel your order or wait for the next shipment to come in!

Unfortunately, we do not ship to international addresses; we only ship within the 48 contiguous states of the United States.

Currently, we do not ship to Alaska, Hawaii, APO/FPO addresses, or Canada. Please contact us at hello@rugsgate.com if you need additional assistance.

We will send the tracking code to you by email once your order is shipped.

Please understand that all delivery dates are just estimates, so it might take longer or shorter for the shipment to arrive.

We offer FREE Curbside Delivery for most of our orders.

However, we reserve the right to charge a shipping fee for some "remote rural areas" or "difficult to access" areas, for which our shipping partner needs to make an extra effort to arrive. In such a situation, our Customer Support Specialist will contact you by phone/email.

And no worries, based on our experience, free shipping applies to most orders.

If you have any questions, please contact us athello@rugsgate.com, and we are ready to help.

For most orders, we will use ground shipping with FedEx or UPS to get your package to you as quickly and reliably as possible.

And for oversized items (typically sized 9' x 12' or above), our shipping specialists will opt for a freight carrier instead to guarantee its safe arrival!

Unless otherwise noted on the product page, most of our items in stock will be shipped within 2-3 business days from the manufacturer's warehouse directly.

Yes, if your items are delivered by ground shipping (UPS/FedEx), you'll be notified with tracking that will indicate when your shipment is due to arrive. You also have the option to activate SMS/email notifications on UPS/FedEx website.

If your items are shipped by a freight carrier, our shipping partners will call you in advance to schedule the delivery.

Usually, for ground shipping service with UPS/FedEx, they will make up to three attempts to deliver your packages.

So no worries. If you miss the first attempt, they will make another attempt to deliver the item.

Yes, we can arrange for White Glove Delivery on request. Please email hello@rugsgate.com for a custom quote and details.

Definitely! Please double-check the packaging when it arrives.

If you notice any damage, you should always make a note on the delivery ticket when signing for the delivery or do not agree to accept the delivery.

If you decide to accept the package, remember to snap some photos with your smartphone or camera of the damaged part and emailhello@rugsgate.comimmediately. And our Customer Support Specialists will help you out from there.

No worry, we're here to help!

Just drop us an email at hello@rugsgate.com, and our team will get back to you within 1 business day.

As a note, we keep updating this FAQs page based on customer feedback. So likely you'll see your questions listed here when you come back next time.