FAQ's
Shipping & Delivery
iCustomRug offers free shipping to the United States (Excluding Alaska, Hawaii and Puerto Rico) and Canada (Excluding Northwest Territories, Nunavut, and Yukon) other restrictions may apply. Orders take 3 to 5 business days to be processed before they are shipped.
Once shipped it may take between 2 to 7 business days for delivery depending on your location. Once your order has shipped out, we will send you an email with the tracking number. You will be able to click on the link and it will take you to the carrier's website.
Are the colours portrayed on the website accurate
We have added highest resolution pictures to give you best idea of how your rug will look. However, due to differences in dye lots and monitor settings, colors may be slightly different. To help you verify the color you can order a free sample.
Can I cancel my order
Cancellations or modifications to orders must be requested within two (2) working days from the receipt of the order confirmation provided by iCustomRug and will not be accepted past that period. Once an item has been shipped it cannot be cancelled or modified. Please see our Cancellation Policy for more information.
It is safe to provide my credit card and personal information online
At iCustomRug we employ the most advanced technology in order to protect your information. We do not store your credit card information and it is not saved in our database at any time. When you make a purchase, your data is encrypted and sent directly to the payment gateway.
I ordered a ¨X x Y¨ sized rug and the one I received is smaller? Please be advised that most of our rugs (with bigger sizes) are folded before being rolled. This helps everyone who must handle the rug. Your rug once received would measure approximately half of the size ordered in its packaging. Please note our items are cut and bound manually, and may cause there to be a size variance of up to 3 inches. Please know we do not consider a variance up to three inches to be considered as defective. Thank you for your understanding.
Item missing
I ordered 3 rugs and only received 2? Rest assured! Your missing rug is probably on its way to be delivered to you. Your rugs were probably separated during the shipping process. Although it does happen that they get lost. If you have concerns please contact us and we’ll be happy to assist!
My rug smells! Yes, there may be an odor with your rug. We have such a high order volume that our rugs are rolled and shipped before they have time to air out. Simply place your rug outside or in a well-ventilated room and the smell will dissipate
Defective or wrong order
I received a defective rug/wrong rug. If this happens please accept our apologies. We would greatly appreciate if you could send us an image of the defect so our warranty department may provide you with the best solutions.
Returns
How do I return my rug if I don’t like it? We are sorry you wish to return your rug! Please know that you may return your rug within 30 days for a refund. Please note that unless the rug is defective, you are responsible for return shipping and a 20% restocking fee will apply. Please contact our customer service team through your order, and they will be happy to assist you with your return.