Customer Service

Shipping & Delivery

We ship packages with FedEx ground service. Shipping to the contiguous United States & Canada is FREE for all items. We do not ship to the Caribbean Islands. Orders typically take 2 to 5 days to be processed before they are shipped. Tracking numbers will be sent via email for more accurate delivery times. Additionally, we do not ship to APO or PO boxes. Orders typically take 2 to 5 business days to be processed before they are shipped. Once the item has shipped it may take FedEx 2 to 7 business days for delivery. Tracking numbers will be provided for more accurate delivery times. Please Note: Braided and custom-made products may take 2 to 3 weeks for delivery. We are unable to schedule delivery for an exact date or time, or call prior to item delivery. If you are unavailable to accept your package, the shipping courier may leave the package at the residence or leave a note. Oversized items that are too large or heavy to ship with ground couriers will be shipped via LTL trucking. These orders may take up to 2 weeks from shipment date to be delivered. You will be contacted by the trucking company to schedule a delivery appointment. Items will be delivered curb side of the address and it is up to the customer to carry the items to its final destination.

Privacy & Security

Rugsville is committed to respecting the privacy rights of our customers and all visitors to our web site. We take this matter very seriously, and have instituted many policies and procedures to insure that none of your privacy rights as stated herein are ever violated. The following outlines Rugsville’s privacy policy and details the measures we have taken to safeguard and protect your privacy, while providing you with a unique and rewarding online shopping experience. By visiting Rugsville, you are agreeing to the policies detailed below.

What if i communicate with Rugsville electronically?

When you send an email to Rugsville or visit the web site, you are communicating with us electronically. When you send an email to Rugsville, you consent to receive communications from us electronically in response. Please note that this does not constitute opting in to our email or direct mail lists. Rugsville may communicate with you by email, by updating or posting notices on the web site. You agree that all agreements, notices, disclosure and other communications that Rugsville provides to you electronically satisfy any legal requirement that such communication be in writing. All communications with Rugsville become the property of Rugsville.

What information does Rugsville collect?

In order to serve you better, Rugsville collects and stores your personal information when you: (i) create an account (ii) sign up to be notified of special deals like discounts and exclusive offers; or (iii) enter a contest or promotion on our site. An account is created when you do one of following things: make a purchase on Rugsville, create a wish list on Rugsville, or register for an account on Rugsville, or enter certain Rugsville sweepstakes. When creating an account, we ask you for your first and last name, your e-mail address, a password, and perhaps some other similar information. If you are making a purchase, we will additionally ask you for your billing address, shipping address, and credit card information. 

Our system also may gather information about the areas you visit on our site as well as the IP address you use to connect to our site. We may use this data internally only for 2 reasons: 1) to personalize your experience on Rugsville .com and the marketing materials you receive from Rugsville or its partners and 2) to prevent fraud on your account. We would not share any of this data on an individual basis (we may share it in an aggregate form without personal identifiers) with any outside company other than perhaps consultants or service providers of Rugsville who were assisting Rugsville in serving you better. We do not keep track of where you go on the World Wide Web. 

What does Rugsville do with this personal information?

Your information is used to process your orders and personalize your shopping experience on Rugsville, for internal purposes and to comply with any legal requirements. By storing your personal information on a secure server, Rugsville is able to shorten your checkout process and allow you to check your order status online.  At Rugsville, we also review what kinds of products appeal most to our customers as a group. This statistical information helps us improve our offering in the same way that other companies change their catalog based on what sells best. We may also use information about the kinds of products you buy from Rugsville to make other marketing offers to you. Of course, you always have the option to opt-out from receiving such offers (for instructions on how to opt-out, please see below). 

Does Rugsville share any information it collects with outside parties?

We may use your purchase information about the products you buy from Rugsville to make other marketing offers to you. Of course, you always have the option to opt-out from receiving such offers (for instructions on how to opt-out, please see below). We may share this information with consultants or service providers to help Rugsville serve you better. Of course, to the extent that we would ever share any of that information with a consultant or service provider, we would only do so if that party agreed to protect your private information by adopting a privacy policy at least as stringent as our own. 

How does Rugsville safeguard my personal information?

Rugsville has implemented a variety of security measures to maintain the safety of your personal information. Your personal information is contained behind secured networks and is only accessible by a limited number of employees who have special access rights. When you place orders or access your personal information, we offer the use of a secure server. All sensitive/credit information supplied by you is transmitted via Secure Socket Layer (SSL) technology and securely stored in Rugsville’s database. 

Does Rugsville provide a way to update or remove personal information?

Rugsville provides a my account feature on our website which allows you to modify and/or remove most of your personal information. This page can be accessed by clicking the account link at the top of every page on the site. Rest assured that all of your information within my account is secure and accessible only by you or limited Rugsville personnel. 

How does Rugsville use my e-mail address?

Your e-mail address is used to create and identify your account on Rugsville. Your e-mail address is also used by Rugsville to correspond with you about any orders that you may place or to notify you with the results of any contests you may have entered. We may also use your e-mail address to notify you about important functionality changes to the Web site, new Rugsville services and special offers and promotions we think you'll find valuable. If you would rather not receive this information, or would like to opt-out of receiving e-mail of this kind, simply click on the "Unsubscribe" link that appears at the bottom of any email and follow the simple instructions to have your email address removed from the list of customers who receive notices of new functionality, services, special offers and promotions. We offer a convenient unsubscribe option on our site as well, click here to unsubscribe. 

Does Rugsville use "cookies"?

A cookie is a small piece of information sent by a web site that is saved on your hard disk by your computer's browser. The cookie holds information a site may need to personalize your experience and to gather web site statistical data, such as which pages are visited, the internet provider's domain name and country that our visitors come and the addresses of the sites visited immediately before coming to and immediately after leaving Rugsville.com. However, none of this information is associated with you as an individual. It is measured anonymously and only in the aggregate. The information in the cookies lets us trace your "click stream" activity (i.e., the paths taken by visitors to our site as they move from page to page). Cookies do not capture your individual email address or any private information about you. 

Rugsville may use third-party advertising companies to serve ads on our web site as well as third party companies to provide tracking and analysis of information and data collected from visitors to our web site. These companies may employ cookies and action tags (also known as single pixel gifs or web beacons) to measure advertising effectiveness. Any information that these third parties collect via cookies and action tags is completely anonymous and Rugsville reserves the right to provide that information and data to these third parties. 

Your consent

You acknowledge that this privacy policy is part of the terms of service and you agree that using this site signifies your assent to Rugsville’s privacy policy. Rugsville reserves the right to change the terms of service, including this privacy policy, at any time, without advanced notice. If we decide to change our privacy policy, we will post those changes on this page so that you are always aware of what information we collect, how we use it, and under what circumstances we disclose it. 

If you have any questions please contact info@rugsville.com. You can also call us at 1-888-204-7126 or by postal mail at the following: Rugville.com

104 Constitution Dr.

Menlo Park CA 94025

Rugsville - Legal Notice

Use Of the Site

This site, or any portion of this site, may not be reproduced, duplicated, copied, sold, resold or otherwise exploited for any commercial purpose that is not expressly permitted by Rugsville and its affiliates reserve the right to refuse service, terminate accounts and/or cancel orders in its discretion including, without limitation, if Rugsville believes that customer conduct violates applicable law or is harmful to the interests of Rugsville and its affiliates. 

Copyright

All content and any compilations thereof included on this site, including, but not limited to, text, graphics, logos, icons, images, audio clips and software, is the property of Rugsville, or its content suppliers and is protected by U.S. and international copyright laws. All software used on this site is the property of Rugsville or its software suppliers and protected by U.S. and international copyright laws. The content and software on this site may be used as a shopping resource only. Any other use, including the reproduction, modification, distribution, transmission, republication, display or performance of the content on this site is strictly prohibited. 

Trademarks

Rugsville and Rugsville Logo is trademarks of Rugsville in the United States and other countries. Rugsville graphics, logos and service names are trademarks of Rugsville, Rugsville's trademarks may not be used in connection with any product or service that is not Rugsville in any manner that is likely to cause confusion among customers or in any manner that disparages or discredits Rugsville. 

Disclaimer

This site is provided by Rugsville on an "as is" basis. Rugsville makes no representations or warranties of any kind, express or implied, as to the operation of the site or the information, content materials or products included on this site. To the full extent permissible by applicable law, Rugsville disclaims all warranties express or implied, including, but not limited to, implied warranties of merchantability and fitness for a particular purpose. In no event shall Rugsville be liable for any damages of any kind arising from the use of this site, including, but not limited to, direct, indirect, incidental, punitive and consequential damages. 

Applicable Law

This site is created and controlled by Rugsville in the State of California, USA. As such, the laws of the State of California will govern these disclaimers, terms and conditions without giving effect to any principles of conflicts of laws. We reserve the right to make changes to our site and these disclaimers, terms and conditions at any time. 

Limitation of Liability

Rugsville reserves the right to cancel any customer order that is found to have a pricing error due to a web site programming bug or typographical error on it web sites or print catalogs.

Returns & Replacements

30 Day Return Guarantee*

We stand behind every product we sell. If, for any reason you are not 100% satisfied with your purchase, return it within 30 days and we will exchange it or refund the purchase price less shipping, whichever you prefer. Personalized and custom-made items are, regretfully, non-returnable, unless there is damage or a defect in which case we will happily provide a replacement of the item you ordered. 

To return an item you first need a return authorization number. To receive your return authorization number, please enter your order information here. You can initiate the return process through your order interface. You will then be notified with a return authorization number and address to ship your item. If you have further questions contact customer service at 1-888-204-7126

7 Days Return Policy for Overdyed Rugs: You have 7 days to return overdyed rugs from the date of receipt..

Orders shipped to Canada will not be able to be returned for the time being.

Buyer is responsible for custom duties and taxes for the Canadian shipment. 

Return Guidelines

You have 7 days to return your item from when you are issued the return authorization number. Unless the item is defective, you are responsible for all processing fees and shipping costs back and forth. Items returned without a return authorization number will be refused at the warehouse and shipped back to the sender. Area rug padding that has been opened may not be returned.

All items must be received in new condition. If the item is damaged or soiled, it may be refused or incur a 25% restocking fee. Items returned after 30 days, or items returned without an return authorization number will incur a 25% restocking fee. In some instances after your order has been processed, cancellation or changes to the order will not be permitted. Any shipments refused for reasons other than damage may result in a 25% shipment refusal penalty fee. 

By placing an order with us, you are agreeing to our terms and conditions, return and cancellation policies.

Payment, Pricing & Promotions

Price Match

We are so confident that we offer the best prices on everything that we carry that we'll beat any competitor by 10%. It's really that simple. Shop around as much as you like and if you see an online competitor, store or catalog advertising one of our items, just bring it to our attention and we will try and beat that price by 10%.

To redeem your price match simply look for the Price Match button on the product you want us to beat and fill out the form or call us at 1-888-204-7126

NOTE

Price Match offer may not be combined with any other offers or coupons.