8/21/2026

Ordering Policy

 

Area rugs are maintained at our suppliers’ or manufacturers’ warehouses. Not all rugs are constantly in stock because some rugs sell out quicker than they can be replaced. When a customer places an order, we submit a purchase order to the manufacturer/supplier for

shipping.

 

Because of the current economic and manufacturing climate, some shipments could arrive within 15 to 21 business days instead of the normal 3 to 5 business days via FedEx Ground or UPS.

 

Custom rugs may take 12 to 16 weeks to be made. Made-to-order (MTO) rugs may take approximately 2-3 weeks to be made. MTO rugs and Custom rugs are not eligible for a return and are non-refundable.

 

Price

 

The price may differ from the price shown for the item when you first placed it in your cart. Placing an item in your cart doesn't reserve the price shown at that time. The price of an item may increase or decrease between the time you place it in your cart and the time you order it.

 

If the correct price of a back-ordered rug is higher than our stated price, we will contact the customer for instructions to ship or not to ship.

 

Shipping

 

Every rug is eligible for Free Shipping within the contiguous U.S. 48 states.

 

RugSmart does not ship outside the contiguous 48 States. Alaska, Puerto Rico, Hawaii and Canada are outside the contiguous United States.

 

Shipments of multiple items in an order will arrive in separate wrappings or packages on different days.

 

A shipping charge could be applied to 9’x12’ rugs, oversized rugs and heavy rugs because of their size and weight and that they would have to be shipped via common carrier such as Southeastern Freight Lines. Contact us prior to placing the order to confirm a cost if applicable.

 

Invoicing

 

All rugs ordered with a credit card will be charged to the credit card when ordered.  Those orders, except orders for Custom-made rugs and Made-to-Orde (MTO) rugs, may be cancelled before the rug is shipped and a full refund will be issued.

 

Orders for Custom-made rugs and Made-to-Order (MTO) rugs are also charged to the credit card when the order is placed.

 

Cancellation

 

 Custom-made rugs and Made-to-Order (MTO) orders cannot be cancelled once the rug goes into the production cycle.

 

If the customer cancels the backorder 48 hours before shipping, except for Custom-made and Made-to-Order rugs, a full refund will be issued to the customer.

 

Backorders

 

If the supplier or manufacturer is unable to fulfill an order within 15 business days of the order, RugSmart will contact you with a backorder date for your approval.

 

Backorders beyond 14 days will require RugSmart Customer Service to contact the customer and for the customer to authorize the backorder delay.

 

For orders beyond 30 days from the date being ordered, RugSmart will contact the customer of the back-order status every 3-4 weeks.