| Your satisfaction is of the utmost importance to us. To help answer any questions you may have while shopping at RugStudio.com, we have gathered a list of answers to our customers' most frequently asked questions. Answers to most questions can be found here. If you don't see an answer here, please don't hesitate to contact us and speak with one of our friendly and knowledgeable service representatives. |
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ordering online
returns
RugStudio information
products
color and pattern
care and cleaning
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cancelling
shipping
wish list
gift certificates
privacy policy
other questions
Customer service, sales and other inquiries:
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How do I create an account and place an order online?
To begin, click Login, or you can wait until checkout. To purchase an item, click the "Add to cart " button on the product detail page. Once you have completed adding items to your order, you may click "Checkout" at the top of any page. When you click "Checkout" you will be asked to login. The Login page is where new customers create an account and existing customers enter their username and password. If you choose, you can order as a guest. If you do not register an account, RugStudio.com will not retain your customer information for later, so creating an account is recommended.
What is a RugStudio Account? Why should I get one and what are the benefits?
There are several benefits for registering a unique RugStudio 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 track the status of your orders. Our database will also remember your billing address so you don't have to enter it each time. Also, when you are registered and logged in, you can use the shopping cart as a "favorites" so you can compare multiple rugs before making your decision.
Is your web site secure?
Yes. Security is very important to us. RugStudio.com has security measures in place to protect the loss, misuse and alteration of the information under our control. All orders are transmitted over secure Internet connections using SSL (Secure Sockets Layer) encryption technology. All of your personal information including your credit card information and sign-in password are stored in an encrypted format at all times. Our website, and more importantly all user information, is further protected by a multi-layer firewall-based security system.
I created an account but forgot my password. How can I get my password, or create a new password?
If you have created a RugStudio Account and have forgotten your password, click here to enter your email address. We can email it to you in a matter of minutes. If you do not receive an email within 30 minutes, or would like to change your password, please call us at 1.800.796.8890.
How do I check my order status?
You may check the status of your online orders by logging in to your account from the "Login & Order Status" link at the top of every page or from the link on the bottom of your Order Confirmation.
Do you charge sales tax?
RugStudio is required to collect sales tax on items shipped within Texas. Sales tax is applied to the total amount of the order in accordance with local tax laws, currently at 8.125%.
No sales tax is collected on the purchase of Gift Certificates. However, purchases paid for with Gift Certificates are subject to sales tax in accordance with the applicable laws.
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How can I return a product?
Please contact us prior to returning any item so that we may issue a Return Authorization number and provide you with complete return instructions. If you decide that a product does not meet your expectations for color, size, etc., we will accept its return as long as the product is returned to us undamaged. In the event that something happens during transit, we will accept any damaged or defective merchandise for return, but we must be advised as soon as you receive your merchandise. Contact us, and our customer service staff will work with you to arrange for return or replacement. Do not refuse any shipments as this can cause delays in your refund. Refused shipments will be subject to return shipping fees and restocking fees. Please refer to our Returns page for details.
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How to safely wrap your item for return
Open your rug carefully. If the original packaging material is in good condition, you may reuse it. Make sure all open/loose ends are securely sealed with packing tape. If you cannot reuse the packaging, a heavy-duty disposable plastic painter's tarp (available at most hardware stores) is a great substitute. Rugs larger than 5'x8' can be folded and shipped in a box to save on oversized shipping fees.
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When will I receive my refund?
Refunds are generally issued the same day the item is received by RugStudio. If an item is returned to the Manufacturer, it may take a few days longer. Funds are posted to your account according to your banking institution's policy. All returns are subject to inspection upon receipt. Refer to our Returns page for details.
RugStudio Studio Hours
RugStudio has friendly, knowledgeable staff available Monday-Friday from 8:00am-6:00pm Central Time. You may email us any time at service@RugStudio.com and your email will be returned promptly. You may also call 800.796.8890 or chat live with us. If a chat agent is unavailable, you will be able to leave a message which will be returned via email.
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Rugs do not come in samples or swatches with the exception of Shaw Ultra Shag and most Capel Braided Rugs. We encourage you to order the smallest size available to view the colors and make sure it will work for you. Then, once you've made a decision, you can return the small one and order the correct size. Simply contact us when you're ready and we'll send you return instructions. Return shipping for a 2'x3' will usually be under $10, versus $100 or more for an 8'x10' or larger. Please start with your favorite rug; there's no limit, but we do appreciate you sampling one rug at a time if possible.
We spend a great deal of time ensuring that our rugs are shown to you as accurately as possible. However, please keep in mind that the color calibration of computer monitors and digital photos can vary. You should also note that rug designs usually change as the size of the rug increases. For example, large rugs typically have wider, more complicated borders and centers than small rugs. Most of the rugs photographed on RugStudio.com are 8'x10' or larger. Smaller rugs and some runners will have an abbreviated version of the pattern.
Please refer to our care and cleaning page for detailed instructions on taking care of your rug.
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How can I cancel or change an order?
Please send an e-mail or call us at 800.796.8890. Please note that only unshipped orders may be canceled or changed. We will happily attempt to cancel any unshipped order. A cancellation confirmation email will be sent to you, when the cancellation has been completed. If an order has already shipped, you will be responsible for returning the item to us; please contact us for a Return Authorization and ship-to address. Do not refuse the shipment as this can cause delays in your refund and possibly additional return fees. Please refer to our Returns page for details.
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How can I be removed from the newsletter e-mail list?
If you would prefer not to receive our occasional e-mail newsletters, please send an e-mail, or simply click the 'unsubscribe' link on the bottom of the email newsletter. Your name will automatically be removed from the list. Please be sure that you e-mail us from the address that you want removed. If you cannot do this, please send a message to service@RugStudio.com with the address that you'd like us to delete in the body of the message.
How much does shipping cost?
Ground shipping to you is free within the continental US; please call 1.800.796.8890 for rates to Alaska, Hawaii and Puerto Rico. Customers are responsible for return shipping.
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How will my order be delivered?
We ship most products from our warehouse or from our manufacturers' warehouses via UPS or FedEx ground service. Some of our items are too large to ship via UPS or FedEx and must be shipped via truck or a specialized carrier. In most cases, these carriers will call you prior to delivering your order to arrange a delivery appointment during regular business hours. All items shipped to a residential or business location will be delivered to your door. Please refer to our Delivery Information page.
How long will it take to receive my order?
Orders placed before 1:00pm CST are usually shipped the same day from our distribution center in San Antonio, Texas. Some items may ship directly from the manufacturer within 2-5 days. Either way, you can expect your rug to arrive within 7 to 10 business days. If, for some reason, your order is delayed, we will let you know via e-mail, then monitor your order until it is delivered to you. Oversized shipments (rugs 9x12 and larger) are too big for UPS and FedEx and will ship via truck line and therefore may take an extra day or two. Trucking companies will call you to make delivery arrangements.
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Can I get my order faster?
We offer overnight and express delivery for an additional charge. Expedited shipping depends on a number of factors including order date and time. Please call 800.796.8890 for assistance.
Do you ship outside the United States?
At this time, RugStudio can only ship to the continental US, Alaska, Hawaii, and Puerto Rico. Ground shipping is free within the continental US; please call 1.800.796.8890 for rates to Alaska, Hawaii, and Puerto Rico.
Does RugStudio have a Wish List?
If you are trying to decide between several rugs, you can click "Add to Cart" on any rug you are interested in. If you are registered and logged to our site, the cart will hold your items for seven days. If you are not registered or logged in, it will not retain your cart choices once you leave the site.
Do you offer Gift Certificates?
Yes. Gift Certificates can be purchased online, or over the phone at 1.800.796.8890. Please note: No discounts or coupons may be applied to purchases of Gift Certificates. Gift certificates can be personalized; simply include your desired information in the comments box at checkout or tell your sales representative. Gift Certificates can be redeemed either online or over the phone. To redeem online, enter the assigned PIN number into the 'Gift Certificates' field when prompted during checkout. Gift Certificates are valid for one year from issue date.
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