Dearest Valued Customer,
Please know here at iCustomRug, we love our products, and truly hope you do too! Even though we hold extremely high standards for our products, we know stuff happens. If you have any questions, please reach out to our awesome customer service team, which will be more than happy to address any of your concerns! If there’s one thing we love more than rugs here at iCustomRug, its happy customers!
If for any reason you are not 100% happy with the product you’ve received, return it within 30 days and we’ll gladly exchange it or refund the purchase price. To return an item you first need to access your order and select the Return Request. Please provide your preference in the comments section in obtaining an exchange or refund.
iCustomRug offers a 90 day guarantee to cover all workmanship/craftsmanship. Unless the item you have received is defective or damaged, you are responsible for return shipping back to our warehouse. Kindly know that we require images for any damage or defect claimed. Our claims department will then provide you with a prepaid return label.
Please send us an image of the defect and we will be happy to take care of the issue for you. We will send you a prepaid shipment label for the return, and you can decide if a full refund or a reshipment is more convenient for you.
Item received damaged?
If you have received your item damaged from transit, please do not open the package, images will be requested, as an investigation will be opened with the carrier responsible for your shipment.
For our bestselling product, a sample of the rug in its various colors, is available for purchase for $5.00 so you may see and touch the rug before committing to a larger purchase.
Our business hours are from Monday to Friday from 8:00am-4:00pm EDT, with the exception of Statutory Holidays.
Please know that here at iCustomRug our customers are always of the utmost importance to us. If you have any questions or concerns, please write to us privately, so we may address your concerns and provide you with solutions.
Customer Service Team