FAQ's

SHIPPING

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 4 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. 

Do you provide rug samples?
Yes, we offer rug samples on many of our rugs. Just browse threw our rugs and you will be able to order.

 How representative are the pictures on your site of the rugs colors?
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.

 Is it safe to use my credit card on your website?
At iCustomRug we employ the most advanced technology in order to protect your information.

 Do you store credit card information?
No, your credit card information 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. So your rug once received would measure approximately half of the size ordered in its packaging.

 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

 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.

 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. Please contact our customer service team through your order, and they will be happy to assist you with your return.