In-stock rugs ship within 1-2 business days. Standard ground delivery within the contiguous United States typically arrives in 3-7 business days. Larger oversized rugs (10x14 and above) may ship by freight and take 5-10 business days. Delivery to Alaska, Hawaii, and Canada takes longer; see the international shipping section.

Standard ground shipping is free on most rugs delivered within the contiguous United States. Oversized rugs, freight-only items, expedited shipments, and deliveries to Alaska, Hawaii, Puerto Rico, and Canada may carry a shipping charge that is calculated at checkout.

Yes, on most in-stock items. Expedited 2-day and next-business-day options appear at checkout when the item and ZIP code support them. Oversized rugs that ship by freight cannot be expedited. If you have a deadline (a move-in date, photo shoot, event), email sales@rugsville.ca and we will confirm the fastest realistic delivery before you order.

Small accessories can ship to PO Boxes. Area rugs, runners, and rug pads must ship to a physical street address because of carrier size limits. APO/FPO is supported on a case-by-case basis; please contact us before ordering.

Inspect the package on delivery. If the outer carton is visibly crushed or torn, note it on the carrier's delivery slip if possible. Email photos of the packaging and the rug to sales@rugsville.ca within 7 days of delivery and we will arrange a free replacement, repair, or refund.

Standard rugs and accessories may be returned within 30 days of delivery in unused, original condition. Overdyed rugs and silk rugs have a shorter 7-day return window because of how delicate the materials are. Custom-made and personalized items are not returnable unless they arrive damaged or defective. See our full Return Policy.

If you are returning a rug because you changed your mind or it did not work in your space, you are responsible for return shipping costs. If the rug arrived damaged, defective, or we shipped the wrong item, we cover return shipping and send a free replacement.

No restocking fee on standard returns made within the return window in original, unused condition. Items returned with damage, soiling, pet hair, or odor may incur up to a 25% restocking fee, or be refused at the warehouse if the condition is unsalvageable. Refused shipments may also be charged a 25% refusal fee.

Sign in to your account, open the order, and click "Return" - or use our guest order lookup if you checked out without an account. Once approved, you will receive a Return Authorization (RMA) number and the warehouse address. Items shipped without an RMA number are refused at the warehouse.

Yes. Process the original rug as a return and place a new order for the size or color you want. We can also hold the new rug for you while the first rug is in transit; just let our team know.

We accept Visa, MasterCard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay. Larger orders can be paid by bank transfer (ACH/wire) - contact our team for details. We do not accept cash, checks, or money orders for online orders.

Pay-over-time options like Affirm, Klarna, or Shop Pay Installments may be offered at checkout depending on your cart total and country. The exact options that appear are set by the financing provider, not by us.

You will receive a tracking link by email as soon as your rug ships - usually within 1-2 business days of placing the order. You can also sign in to your account and view tracking under "My Orders". Freight shipments include the carrier's phone number so you can schedule a delivery appointment.

Email sales@rugsville.ca as soon as possible. If the rug has not yet been picked or shipped, we can usually cancel or modify it without charge. Cancelled orders that have already been processed by the warehouse incur a 5% processing fee. Custom and made-to-order rugs cannot be cancelled once production has started.

Yes. The site uses HTTPS encryption end-to-end and we do not store full credit card numbers on our servers. Payments are processed by PCI-compliant providers.

Yes. Many designs can be woven in any size from 2x3 up to 16x26. Visit our custom rugs page to start a request, or email a sketch with your dimensions to sales@rugsville.ca. We will quote price and lead time within one business day.

Hand-knotted custom rugs typically take 12-20 weeks to weave plus 2-3 weeks to ship. Hand-tufted custom rugs are faster: 8-12 weeks. Flatweaves and machine-loomed customs run 4-8 weeks. The rug page will list the lead time before you order.

Yes. Send paint chips, fabric swatches, photos, or Pantone references to sales@rugsville.ca. Before production starts we provide a digital strike-off (color sample mock-up) for your approval. Hand-knotted programs can also produce a physical pre-weave sample for an additional fee.

Custom and personalized rugs are not returnable for change of mind. Because they are made specifically for you, we ask for written or digital approval of the size, design, and colors before production. If a custom rug arrives with a manufacturing defect or differs materially from the approved sample, we will repair, remake, or refund it.

The most common living room sizes are 8x10 and 9x12. As a rule, the rug should be wide enough that the front legs of every seat (sofa and chairs) sit on it. For larger rooms, a 10x14 puts all four legs of every piece on the rug, which feels the most grounded. See our full rug sizes guide.

Add 24 inches (60 cm) on every side of the table. A standard rectangular table seating 6 typically needs an 8x10 or 9x12. A round table seating 4-6 looks best on an 8 ft round rug. The chairs should stay on the rug when guests slide back from the table.

Leave 4-6 inches of bare floor on each side of the runner so the trim shows. The runner should stop 6-12 inches before the end of the hallway. Common widths are 2'6" and 3'; common lengths run from 6' to 14'. We can custom-cut runners to your exact length.

Once a week for normal-traffic rooms, twice a week for entryways and hallways. Use a brushless suction head or set the beater bar to its highest setting; aggressive beater bars can pull fibers loose, especially on hand-knotted and shag rugs. See our full rug care instructions.

Vacuum weekly. Blot spills immediately with a clean white cloth - do not rub. For deeper cleaning, use a wool-safe cleaner (pH-neutral) on a small hidden corner first. Have wool rugs professionally cleaned every 12-24 months. Avoid steam cleaning a wool rug at home; the heat and water volume can shrink the foundation.

Yes - on hard floors a rug pad keeps the rug from sliding (a real safety issue), and on any floor it adds cushion and extends the life of the rug by absorbing impact. Choose a pad that is felt-and-rubber for hard floors and low-profile for under doors. See our rug pad guide.

Yes. Canadian customers should order on the Canadian site, where prices are listed in CAD and Canadian shipping rates and duties are factored in. Standard delivery to most Canadian provinces takes 7-14 business days.

We ship to other countries case-by-case. Email sales@rugsville.ca with the rug you want and your delivery address; we will quote shipping, transit time, and any duties or taxes that apply.

For US-to-US and Canada-to-Canada orders, sales tax shown at checkout is the final tax. For cross-border orders, the receiving country may charge import duty, GST/HST, or VAT at delivery; the carrier collects this from the recipient. We do our best to estimate it at checkout, but the final amount is set by customs.