Questions? Concerns? Give us a call! In fact, we prefer to speak with every one of our customers personally, that way we can answer your questions and take care of any concerns that you may have. Just call 1-800-830-RUGS.
We accept American Express, Discover Card, Master Card and Visa. Personal or business checks are accepted; please allow 7 days to clear. Orders are 100% prepaid, unless otherwise directed.
Let us assure you that any information you provide to us is strictly for our own use in conducting business with you. Your account and registration information will not be disclosed to any third party without your knowledge and consent. We are in the home furnishings business and do not share, sell, or trade details about you or your activities at modern rugs .com. We believe our relationship with you, our customer, will be built on this trust.
To serve you better, we may contact you occasionally with news about our products, services and events. If you would like to be removed from our e-mail list, please contact us at remove@modernrugs.com.
You should feel completely confident about conducting transactions with ModernRugs.com. All orders submitted on our site are encrypted with Secure Sockets Layer (SSL) technology. SSL encrypts all of your personal information, including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. In order for SSL to work, you must use an SSL-enabled browser. Please note: e-mail is not encrypted and is not a secure means of transmitting credit card numbers. If you do not want to place your order online, you always can order by phone at 1-800-830-RUGS extension 1, 10:00 a.m. - 6:00 p.m. Monday through Friday (EST).
We seldom have returns. As a rule, our clientele is much happier once they see the product in person.
It is above and beyond their expectations.
If for any reason you would like to return a
product purchased on modernrugs.com, we will gladly provide a refund for items returned in their
original, unused condition within 30 days of receipt*. A
15% restocking fee applies for all approved return products. Should a customer
refuse the delivery of a package, without any visable damage or defect, it is considered a return.
Thus, the cost of return shipping will be deducted from the total refund, plus a 15% restock
fee.
All returns must have a RA# before they are returned. You may
request return authorization by sending an email to returns@modernrugs.com or you may call us direct at
1-800-830-RUGS extension 2. Once you have been given the return authorization number, you must
clearly write it on the outside of the package in permanent marker and send the rug
back to our warehouse. Rugs returned without a return authorization number will be refused at the
warehouse and sent back to sender.
Customer is responsible for all return shipping
charges. Credit will be issued once an item is returned and passes inspection. Please note this can
take up to 4 weeks depending details of the return. After shipping the item please email returns@modernrugs.com with the return tracking number.
This will help to process your return in a more efficient manner and expedite your
refund.
Please note that any flaws, defects, or damages to the packaging of all items,
whether in stock or custom residential or
commercial rugs ordered through our site, must be reported within five days of reception. The
report should include
detailed photographs and a comprehensive description of the issue, and must be submitted to our
customer service team.
Upon submission, customers will receive a confirmation from ModernRugs.com acknowledging the receipt
of the complaint.
Failure to inspect and report any such issues within the specified five-day window will result in
the customer's
assumption of all responsibility for the item. This policy applies to all purchases from
ModernRugs.com.
Do not return items to the ship from address, many
items are shipped factory
direct from the manufacturer and they will not issue a credit if you simply send the item back to
them, the manufacturer will refuse the item if they have not issued a return authorization for that
specific package. Doing so may result in delayed or even forfeited refund.
Note: All sales are final for custom-made residential, hospitality, or commercial rugs and any products marked as such in the description. Custom Orders are not returnable. Custom orders include custom area rugs, custom hall runners, custom stair runners, or any other item that is not listed as a readily available size or model on our website, whether for commercial, residential, or hospitality purposes.
Discounts will not be provided after a purchase is made. This includes, but is not limited to, custom made items which require a lead time, as well as items on Back Order Status.
* Note: Rug making is an art. Our custom rugs are made by very skilled artisans and are all made by hand, as such they are subject to minor irregularities. Slight variations in size, texture, and color are common and considered acceptable. Some rugs with complex designs and non-standard colors and gradients may take longer to complete. Once the process of loom construction, and wool dyeing has been started, WE CANNOT ACCEPT ANY CANCELLATIONS OR ISSUE REFUNDS.
Store credit is issued for eligible returns as determined by our return policy. The value of the store credit equals the purchase price of the returned item(s) minus a 15% restocking fee.
Store credit is valid for 24 months from the date of issue. After this period, the credit may be subject to expiration or revocation at our sole discretion, regardless of any prior communication.
Store credit can be used towards future purchases on our website. It cannot be redeemed for cash or combined with other offers or promotions.
Items purchased with store credit are subject to the same terms and conditions as regular purchases, including return policies and restocking fees.
We reserve the right to modify these terms and conditions at any time without prior notice.
We offer free domestic shipping on stocked items up to size 8' x 10' (excludes oversized items) that will ship to the contiguous 48 states (excludes Hawaii and Alaska). Custom orders do not apply. For all other locations (including international), obtain your shipping rate by entering the required information at our checkout page and then proceed to the following "Order Summary" page. Your calculated shipping charge will be displayed in your order summary.
Wondering if we can ship to you? There's a good chance we can. ModernRugs.com ships worldwide, at
fees calculated during checkout after entering your shipping information.
The
responsibility for all the import fees, taxes and handling charges within the country of destination
lies with the customer. We will work with you to find the best way to ship to you based on your
needs.
*Orders Shipping to Africa: Shipping to Africa often poses a logistical challenge
to our delivery teams, however we are committed to getting you the rug of your dreams! Please
contact us directly at shop@modernrugs.com to discuss
transit options.
In most cases orders are delivered within 10 business days. When your item is shipped, you will receive a notification email with a tracking number. The tracking number can be used to check the status of your shipment at www.fedex.com or by calling 1-800-GO-FEDEX.
At ModernRugs.com, we make every effort to stock all collections in order to minimize wait time. However, due to high demand of certain collections, an item may be sold out. In that unlikely event, you will receive a notification as to its availability and its estimated date of arrival.
* Note on Custom Orders: We do our best to comply and adhere to the time schedule that was given to you during your initial order. We typically deliver custom rug orders ahead of schedule. However, there are conditions that are out of our control that may cause an unforeseen delay. We will of course communicate this with you as soon as we are informed of any changes in lead time.
We attempt to always ship orders complete. In the event items are in stock at different warehouses, partial shipments will be sent. If you have any questions about a shipment, you may send an email to orders@ModernRugs.com or call 1-800-830-RUGS x2.
If you would like to cancel an order, please notify us immediately by phone at 1-800-830-RUGS. Orders or parts of orders may be cancelled without incurring fees before they are shipped. Once shipped, an item follows our return policy rules.
Custom orders are in no way returnable nor can they be canceled. When you place an order for a custom rug you should be 100% sure that you will be happy with the purchase. If you have any reservations about having a custom rug order made, please call or participate in our sample program. You can receive yarns and color poms to demonstrate the exact texture and color of the rug. Our design team can also make renderings for a small fee.
Items damaged in transit are covered by the freight carrier. Should any shipping damage be noticed at the time of delivery either refuse the delivery or make the carrier leave a damage receipt with you. Should you notice shipping damage after delivery, keep all packing materials with the item and notify customer service immediately so that a claim may be filed and a replacement shipped. Procedures for freight damage claims vary from carrier to carrier though whenever possible, ModernRugs.com will assist with freight damage claims.
Items damaged in transit are the responsibility of the freight carrier. This includes damage to the rug itself, as well as water damage, mold, or any other common type of freight damage.
Important: You must report any freight damage within 48 business hours of receiving the item. Damage claims submitted after this time will not be accepted.
The specific procedures for filing a freight damage claim can vary depending on the carrier. ModernRugs.com will do our best to assist you with the claims process whenever possible.
Any merchandise with a manufacturers defect will be exchanged at no additional cost to you. We must be notified within 5 business days of receipt of defective merchandise. In most cases a call tag will be issued and the original carrier will pick up the defective merchandise at our expense. A return authorization number and the return shipping address must be obtained prior to shipping the item back.
Because of the hand-made nature of the majority of rugs on our site, items that fall within 5% of advertised dimension(s) will not be considered defective and follow our standard return policy.
We do our best to represent color accurately. Nearly all items have high-resolution images with normal lighting so that you can make an informed decision. In spite of this, colors sometimes do vary from one computer monitor to another by a noticeable margin. If you are unsure of the colors of the item, or your project requires very specific colors please call to see if a sample is available prior to ordering. We do not consider color shade variations a defect (except in extreme cases) and the return of the item would follow the terms of our return policy.
Most product photos you see on our site are generally of a medium rectangular size product. Smaller/larger rug sizes or different shapes may look different in reference to patterns due to the change in scale of the area rug. Please take this into consideration before ordering and call 1-800-830-RUGS or email shop@ModernRugs.com if you want assistance in determining how the design will scale.
Many of our rugs are made by hand. This implies that the human touch makes each item a unique piece as a result of being hand crafted. Therefore, slight variations in size or color are not considered defects and have been proven not to affect the quality or life of your rug.
No refunds nor returns of hand-made rugs will be allowed.
ModernRugs.com makes every attempt to assure that the data shown on the web site is current and valid. We are not responsible for product data changes, discontinuations, or typographical errors. Due to industry trends, availability and pricing on all items are subject to change or discontinuation at any time without prior notice and/or consideration of previous or future offers or engagements.
ModernRugs.com reserves the right to update or modify these purchasing policies at any time without prior notice. Your use of the ModernRugs.com Web site following any such change constitutes your agreement to follow and be bound by the purchasing policies as changed. For this reason, we encourage you to review these purchasing policies whenever you use this website.
