For Rug returns or exchanges, please use the following instructions below. For any Levity Product Returns, please reach out to email@example.com to initiate the Levity Product Returns process.
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 Throw Pillows, please note we charge a $15 processing fee for each return.
For customers residing in Canada: While we do accept returns from Canada, we regret that we cannot issue return shipping labels at this time. If you reside in Canada, received your order in the last 30 days, and would like to return your order, please email our Customer Care Team at firstname.lastname@example.org for authorization and provide us with your shipping label and tracking information. 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.