Store Policies

At Incredible Rugs and Decor, our goal is to offer the best selection of quality rugs at the lowest prices in the USA, while always keeping superior Customer Service a top priority. All of our products ship from US based warehouses and typically deliver to any US address within a week by Fedex or UPS. To maintain exceptional service for our Customers, we have developed the following store policies. By purchasing from Incredible Rugs and Decor, you agree to abide by these policies...

FAST, FREE SHIPPING

Incredible Rugs and Decor is proud to offer free ground shipping to your door via UPS or Fedex within the Continental US. All shipments are guaranteed to arrive free from damage or the item will be replaced at no cost. Shipping costs to Alaska and Hawaii are estimated in the shopping cart. If an item cannot be shipped to your area, we will contact you before processing your order.

We offer free delivery to the curb on all 'over sized' items (9x12 rugs, and larger). For these larger deliveries, the Motor Freight Carrier will call you in advance to schedule a delivery date and time with you, usually within 7-14 days of placing your order.

If you are not quite ready for delivery, we can usually hold most paid orders in our warehouse. Just let us know your order number and preferred arrival date and we'll be happy to accommodate.

Please note; not all addresses in the USA may be serviceable by our Carriers. In the rare event that we cannot service your address with our typical Carriers, we'll let you know of any alternate delivery options that might be available, for your approval, and you will have the option to change or cancel the order for a refund.

At this time, we do not offer overnight delivery on our products.

30-DAY RETURNS

Most products qualify for 30-day returns for a full refund of the purchase price when returned in new condition, as notated on each product page. Custom made items are generally not returnable. Return shipping expense is the responsibility of the customer. However, we are happy to send a return shipping label at our Commercial Shipping Rates. Should you decide to return an item, please use our returns form to request a Return Authorization Number as well as return address and instructions on how to package and ship your item to the returns warehouse. Returning an order by 'refusing to accept it' will incur a return shipping fee that will be deducted from your refund amount. Refused packages may also be subject to a 20% restocking fee (unless damaged). Damaged orders will be replaced at no cost to the Customer.

12-MONTH WARRANTY

We are a Certified Dealer of all the Brands that we sell. All of our products are guaranteed brand new, First Quality and come with a 12-month Manufacturer's Warranty against defects in workmanship, as stated on each product page. Outdoor rugs carry a 6-month warranty. Further, we stand behind every shipment against damage that may occur during transit to your door. Simply notify us within 7 days of delivery to report any shipping damage and document the damage with photos of the packaging and damaged product.

SAMPLE PROGRAM

Color-matching existing decor can be tricky, especially with various monitor settings and room lighting conditions. To help make your rug purchase incredible, we offer returnable, refundable sample swatches for most of our rugs. We also offer a free return label for one sample, when a 5x8 size (or larger) rug is ordered off the sample. Simply order the sample (or 2'x3' size if a sample is not in stock) from the product page. Within 30 days of arrival, you can contact us or start the return process online and drop us a note to let us know if you ordered a 5'x8', or larger, so we can waive your return shipping cost. Most people make a good decision from just one or two samples, but feel free to order as many as 5 samples per room/area, if desired.

SALES TAX

We collect sales tax on orders shipping to most of the US States. Where applicable, the tax amount will appear in your cart during checkout. Please contact us with a copy of your Resellers Certificate for tax-exempt purchases and a prompt refund of the taxes will be issued.

CANCELLATIONS

We respect your decision to change your mind. We give top priority to every request to cancel an order. Once our warehouse has confirmed that the order can be canceled, we will issue a prompt refund. Please note, however, that sometimes an order is too far along in the shipping process to be canceled. In this case, we will assist with an RMA number and instructions on how to return the order for a refund. Return shipping costs for canceled or refused items will be deducted from the refund amount, as per our normal return policy.

CUSTOMER REVIEWS

Customer feedback is a priority for us and we are happy to share experiences, good and bad, with other shoppers. After purchase, we will allow each customer with an opportunity to write a product review and a shopping experience review, via email.

PRIVACY AND SECURITY POLICY

Your privacy and security is very important to us. Our website is fully secured and tested with bank-level encryption to keep all information completely safe. Your personal information (collected when you place an order or register for an account) is kept safe and is never sold to any outside parties. Every promotional email that we send is only sent upon your request, and you will also have the option to opt-out/unsubscribe at any time.

NORTON SHOPPING GUARANTEE

When you checkout at Incredible Rugs and Decor, you will receive, at no additional charge, a Norton Shopping Guarantee, reaffirming our commitment to provide the very best in service and value. Key benefits of Norton Shopping Guarantee include $10,000 Identity Theft Protection, $1,000 Purchase Guarantee, and $100 Lowest Price Guarantee for added peace of mind when shopping on our site.

BBB A+ ACCREDITED BUSINESS

Incredible Rugs and Decor is committed to operating an honest, truthful, trustworthy, and transparent business. Our high ethical standards of conduct have allowed us to become a fully accredited, A+ Rated Member with the Better Business Bureau.

We appreciate the opportunity to serve you. Please contact us if you have any additional questions. We are open Monday through Friday, 9am - 5pm Central Time for calls and online chat.

The Staff at Incredible Rugs and Decor