Order Confirmation:
As soon as you place your order, you will receive a confirmation email. After that, we double-check if all items ordered are in stock and available for immediate shipment. If your order is available for the delivery within the advertised time frame, we will submit it for shipment to the warehouse. If the expected delivery time exceeds the advertised time frame, we'll reach out to you via email and/or phone to confirm the order.
Order Shipment:
Within 1-2 business day from the time the item has been shipped, you will receive an email confirmation with tracking number. If you would not receive tracking information within 6 business days of your order, feel free to follow up with us at support@usrugstore.com
For LTL shipments, Free Shipping is Standard Curbside Delivery.
Curbside delivery is defined as delivery of the freight as close to the actual delivery address as possible. Please remember the size of the tractor trailer and certain safety precautions may prevent the freight carrier from delivering the freight at the actual curb or delivery address.
For addresses located on a cul-de-sac or dead-end street, curbside delivery is not guaranteed. In this case, the customer may need to meet the driver at the nearest intersection that the delivery truck can access.
In special cases, when the customer's address is in a high cost delivery area (e.g. remote suburbs or the center of a large city) an additional delivery fee may be required. This mainly applies to ZIP codes 10000-15000, and may also apply to some addresses in the New England Area (Connecticut, Maine, Massachusetts, New Hampshire, Rhode Island, and Vermont), Washington and Oregon.
To confirm the availability of Fee Shipping - Standard Curbside Delivery Option, please contact the US Rug Store Team before placing your order.
Estimated Time of Arrival:
Our standard shipping out time for orders from our warehouse to the customer is 4-12 business days and most orders are shipped within 3-6 business days of placing the order. Custom-made products are usually shipped within 8-12 weeks. If the expected shipping date for your order would fall outside of the advertised 4-12 business day time frame, our customer service team will reach out to you to confirm if you are OK with that date.
Areas Covered:
All estimated delivery dates and shipping costs advertised on the website apply the Contiguous United States only. Please contact our customer service team to discuss the time and cost of shipping to Hawaii or Alaska. We don't ship directly to Canada, but we can ship your order to the freight carrier of your choice.
Damages:
It is very important that you inspect the packaging of your items and the items themselves when they arrive and check if you received all boxes listed on the delivery receipt.
If you notice any damage or shortage of packages, you must make note of it on the bill of lading, take pictures, and REFUSE DELIVERY. Your note should say "refused due to damage". You must also take photos of all sides of the box / packaging and send them to us within 24 hours. If there are no damages visible before opening the box / packaging, you must note "subject to further inspection, may contain concealed damage".
If you notice any damage after receiving the delivery, do not throw the box / packaging away, and contact us with the photos. After we receive information from you about the refused delivery or concealed damage, we immediately initiate a claim with the shipping company or with the manufacturer. After the claim is fully processed, we ship all replacements at absolutely no cost to you.
If a shipment with a damaged item is accepted by the recipient (even if the bill of lading would include information about the damage), we will not be able to offer you a replacement item or a refund for your order.
Cancellations & Refunds:
We can cancel your non-custom-made or non-made-to-order order at absolutely no cost to you before the shipping label or Bill of Lading has been created.
Custom-made or made-to-order products are not eligible for refunds after the order and its conditions have been confirmed by the customer.
Orders delivered outside the United States are not eligible for refunds.
If your order arrived damaged, "Damages" section applies.
To be eligible for a return, the item must be unused and in the same condition as you received it. It must also remain in the original packaging, and the packaging must be in a perfect condition. We do not charge restocking fees or return shipping fees. All eligible returns are 100% free.
Our refund policy lasts 45 days. If 45 days have gone by since you received your item, unfortunately, we can’t offer you a refund.
If you want to return the ordered product, it has to be arranged in the same manner it arrived to you. For products delivered via LTL freight, it must be packed in its original packaging on a pallet and made available for pickup by our carrier within 45 days from the date the product was delivered to you, at the exact same location to which it was delivered.
For products not shipped as LTL freight (e.g. via FedEx Ground / UPS / USPS), the product you wish to return must be packed in the original packaging and made available to the courier for pickup or dropped off at the local branch of the shipping company within 45 days of where the product was delivered to you.
Please contact us at support@usrugstore.com before returning an item to discuss shipping details.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at support@usrugstore.com.
