For Rug returns or exchanges, please use the following instructions below:
Rug Returns Process
For customers residing in the U.S.: If you received your order within the last 30 days to a U.S. address, we encourage you to use our Self-Service Portal below to return or exchange your product. Please note that we charge a $25 processing fee for each item returned.
For customers residing in Canada: If you reside in Canada and received your order in the last 30 days, please email our Customer Care Team at firstname.lastname@example.org to initiate a return. We will provide you with a prepaid return label. At this time, we do not offer exchanges for customers residing outside the U.S.
For U.S. customers - exchanges are completely free! You can find additional information and considerations on exchanges here.
For Ruggable Rug System Exchanges: You must send back the entire Rug System (both the Rug Pad and the Rug Cover).
For standalone Rug Cover or Rug Pad Exchanges: Please reach out to email@example.com if you would like to return or exchange just the Rug Cover or just the Rug Pad.
*If you received an incorrect or defective item, please contact our Customer Care Team at firstname.lastname@example.org before entering the return portal.
To initiate a return or exchange using the Self-Service Portal, please follow these steps:
Step 1: On the portal, enter your order number and shipping zip code. If your order is outside of the 30-day return/exchange period, you cannot move forward in our portal.
Step 2: Select the item to return or exchange and the reason (If you have multiple items, please select one item at a time, we only accept one Rug System per shipping label).
Step 3: You will then be directed to choose "return for $ amount" or "exchange for $ amount".
When making your selection, please note the following:
Exchanges: Discounts and promo codes cannot be applied to exchanges. Instead, you will receive a credit for the full retail value of the item on even exchanges (e.g., if the full retail price of your original Rug is $94.34, we will credit you $94.34 to use towards your exchange).
If the item you're exchanging costs less than your original purchase, the full retail value will not apply. We will refund the difference for the lesser-priced item. If the item you're exchanging costs more than your original purchase, you will be charged for the difference.
Step 4: Follow the prompts to complete your request. Once your request is complete - you will receive a prepaid shipping label directly to your inbox. If you cannot locate your shipping label in your email inbox, please check your spam/junk mail folder prior to contacting our support team.
Step 5: Ship back your item using our prepaid shipping label. You will need a separate shipping label for each Rug System.
Step 6: Once we receive your original item, we will complete your transaction.
For returns: Once we receive your item(s) at our facility, please allow up to 5 business days to process your return and an additional 2 to 3 business days to receive your refund. You will receive a refund confirmation email for each refund. Please contact your financial institution if your account is not credited within 7 business days of your refunds being issued.
For exchanges: Once we receive your item(s), we will process your new order. Please allow 1 to 2 weeks for delivery.
Please remember to check your spam/junk mail folders when waiting for a response from us. Sometimes our emails get delivered there instead of your inbox.
We also recommend that you add email@example.com to your Email Contacts or Safe Sender list, so you don't miss a response from us.