Questions and Answers
Your satisfaction is of the utmost importance to us. To help answer any questions you may have while shopping at RugStudio, 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 specialists.
Customer service inquiries
Care and cleaning
Other questions, customer service and sales
Create an account and place an order
To purchase an item, Select the size or item desired and then click "Add to Cart" button on the product detail page. Once you have completed adding items to your order, you may click "View Cart" at the top of any page. From the 'Shopping Cart' you may login as an existing customer, or simply complete checkout as a 'guest'.
Benefits of creating a RugStudio Account
There are several benefits for registering for 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 and shipping 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.
Security is very important to us. RugStudio 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 transmitted 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.
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 contact us
for more help..
Online 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. If you opted to checkout as 'guest', you can check your order status here
. We will also email order updates and tracking information to you as your order is processed and shipped.
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 8.25%.
Sales and Promotions
Simply enter your email address on this page
and we will let you know the details of our upcoming sales and promotions. We do not share your information with any other companies, and you can unsubscribe using a link at the bottom of our emails, at any time.
Cancel or Change an order
If you need to change or cancel an order, please contact us
right away. We will try to cancel or change any unshipped order. If successful, a confirmation email will be sent to you, when the change has been completed. An order is not considered changed or canceled until this confirmation has been sent. If an order has already shipped, we cannot cancel it and 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, return shipping fees, and 15% or 20% restocking fees. Rugs must be returned to us, following our “return authorization” instructions, to receive a full refund.
Return an order
If you decide that a product does not meet your expectations for color, size, etc., please contact us
within 30 days of receiving the order so that we may issue a Return Authorization number and provide you with a return address. Please do not refuse any shipments (unless it arrives damaged) as this can cause delays in your refund and a 15% or 20% restocking fee. RugStudio does not issue return shipping labels.
RugStudio is based in Texas with retail showrooms in Houston, Dallas, Austin, Bee Cave, and San Antonio. Click here
to see our Showrooms Page with location details.
RugStudio has a friendly, knowledgeable staff available Monday-Friday from 9:00am-5:00pm Central Time. You can call 800.796.8890 to reach us. From our Customer Service page
, you can email us or chat online with us.
About a catalog
Sorry, our family of products changes too quickly for us to print a catalog. As always, we are happy to answer any questions you may have about any of our products by phone, email, or live chat.
Quality and condition of the rugs
All of our products are guaranteed brand-new and first-quality, and all items are inspected before leaving the warehouse. Each item is guaranteed to arrive to you in top-notch condition. If for some reason it does not, please contact us immediately and we will have it picked up and replaced with the identical item at no cost to you.
Prices are subject to change at any time. This is sometimes the result of price increases/decreases by the manufacturer or even error correction. Unfortunately, we cannot honor pricing errors.
Rugs as compared to their picture
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 greatly. If the exact shade of a color is of utmost importance to you, we highly recommend you purchase the smallest size rug available to try as a sample. After considering the larger purchase, simply contact us
for an RA to obtain a full refund.
You should also note that rug designs usually change as the size of the rug increases or decreases. For example, large rugs typically have wider, more complicated borders and designs than smaller rugs. Most of the rugs photographed on RugStudio are 8'x10' or larger.
Size of the rug needed
for a handy diagram that can be a useful tool when determining what size to put in your home. Also, please note that sizes are approximate. The width or lengths of rugs can vary in size by as much as 4 inches. This is more common with handmade rugs. This size discrepancy is common and does not constitute as a defect.
Returning an item
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 within 30 days from shipment, as long as the product is returned to us undamaged and in new condition. We highly recommend that you purchase insurance and tracking for your rug before shipping it. If it arrives to us damaged, we will not be able to issue a refund for it, but will assist you in any way possible with filing an insurance claim. Rugs returned dirty or damaged due to insufficient packaging cannot be fully refunded.
My Item is Damaged
In the rare event that your rug is damaged in transit to you, please refuse the item and contact us
ASAP. If your item was damaged in transit and you were not home to refuse it, please save all the packaging material and notify us immediately.
If you have received and opened your item and determine it is defective or that you have received the incorrect item, we will facilitate a pick up and replacement of identical item. Occasionally, we will request pictures to help us determine and evaluate the extent of the damage. These can be simple digital pictures sent from your phone. We must be contacted with any of these issues within 5 days of receiving the item.
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. Make sure to remove any/all original packing labels before shipping your rug back to us. We highly recommend that you purchase insurance and tracking for any items you return, since you, the shipper, are responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges unless RugStudio is facilitating a pick up/replacement for you.
How to receive my refund
Refunds are generally issued within 2 business days of being received by RugStudio.
Ground shipping to you is free within the contiguous US. Customers are responsible for return shipping. To help you figure your shipping costs, you might want to use FedEx.com, UPS.com or USPS.com to attain shipping rates. You can usually obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. Unfortunately we do not accept returns from Canada at this time. We do not issue return labels.
Transit time on an order
Orders placed before 1:00pm CST are usually shipped within 24 business hours from one of our distribution centers in 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 (not including custom items). 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. Over sized 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. Freight trucking companies will usually call you to make delivery arrangements.
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 know, unless your item is over sized, you will not receive a call prior to delivery. UPS/FedEx are unable to provide this service. You will receive “inside delivery” from our freight line and you can expect your freight shipments to be carried “over the threshold” of your home.
We offer overnight and express delivery for an additional charge. Expedited shipping depends on a number of factors including order date and time. Please contact us
Purchasing a gift certificate
Gift Certificates can be purchased online
, or contact us
for more information. 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.