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
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,
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
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', please contact support to make changes. We will also email order updates and tracking information to you as your order is processed and shipped.
Open a Trade Account
Dealers, Wholesalers, Interior Designers, and Builders/Contractors, please click here
to set up a wholesale account and receive a discount on your order. All accounts are subject to verification. Texas businesses will also need to sign a Texas Resale Certificate
and fax to 210-342-4362.
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.
Canceling an order
RugStudio works diligently with our various manufacturers and warehouses all over the country to process and ship your order as expediently as possible. Due to the fast moving nature of this process, it is not possible for us to cancel an order once it has been processed. The exception to this is in the event of a backorder. If you wish to cancel an item on back order, we will make every attempt to do so. Please use the form found here for fastest service: http://www.rugstudio.com/contact-us.aspx
If attempt to cancel is successful, we will notify you via email by the following business day.
Return an order
If you decide that a product does not meet your expectations for color, size, etc., please
within 30 days of ship date 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 will delay your refund, and result in return shipping fees and a 15% or 20% restocking fee. At this time, RugStudio does not issue return shipping labels.
RugStudio is based in Texas with retail showrooms in Houston, Dallas, Austin, Bee Cave, and San Antonio.
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. If there has been a price change to an item currently in a shopping cart, the price will be updated during checkout. Unfortunately, we cannot honor pricing errors on our site or affiliate sites.
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
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
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. Custom and made to order items are not returnable as stated on our product page .
My Item is Damaged
In the rare event that your rug is damaged in transit to you, please refuse the item and
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
In order to facilitate the fastest refund, please follow return instructions carefully, making note of return location. Once shipped, please email RugStudio the return tracking number so we may watch for its arrival and prioritize its inspection. Once received, the inspection and check-in process can take up to 5 days. Once completed, you will receive an email from RugStudio confirming your refund or credit. If your return is going to a manufacturer’s warehouse, this can take up to 10 days from receipt.
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 cannot accept returns from outside the US at this time. We do not issue return labels at this time.
Transit time on an order
Stock items typically ship out within 2-3 business days and transit can range from 1-5 business days after that. Please note, oversized items that have to go by freight carrier take a few days longer. Items in our Last Chance and Sample sale category usually ship the fastest (often the same day depending on what time the order comes in). Also, if you will look under the “ships within” column next to the size/price you will see how long that particular warehouse tends to take to ship an item out.
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
We do not collect sales tax on any orders, though we do pay sales tax for any orders shipped to a Texas address.
Purchasing a gift certificate
Gift Certificates can be purchased
, or contact us
for more information. Gift certificates and store credits can be redeemed on line by entering your unique pin into the gift certificate field on the payment page of our checkout. Please call us for assistance if you have trouble redeeming your certificate. We apologize but once a credit has expired we are unable to extend it. Charges made with a certificate or store credit have to be refunded in the same manner.