All orders are shipped free via UPS Ground within 5 business days. We also offer expedited shipping. The cost of this will be quoted to you directly at checkout. NYC customers may request free, same-day, white glove home delivery for orders placed before 2pm EST.
Although our lead-time is generous, we try our best to roll your rug up as fast as possible. Most orders leave our facilities within one business day, although we cannot guarantee it. Delivery times may vary according to UPS. Please follow the tracking number once assigned, for the most accurate estimate on delivery.
If you are not 100% satisfied with your order, you are eligible for a refund. Please issue a return request within 30 days of receipt. Don’t worry—return shipping is always free!
To process your return, you may contact us at firstname.lastname@example.org or at the number provided on your packing slip. If contacting us via e-mail, be sure to include your order number. We will respond to return requests right away with a prepaid return label, and we will notify you once your returned items have been received and inspected by our warehouse. If the items meet the return criteria specified above, the credit card you used will be refunded automatically.
There are some rugs, which are not listed on the site. Usually these are limited inventory rugs, such as 12x15 and oversized carpets. Please email us for these requests at email@example.com!
Additionally, all items on the site are guaranteed in stock. Unfortunately, at times, we all make mistakes. If at any point you purchase a rug which is no longer in stock, a customer service manager will reach out to you immediately to provide a resolution. We will also provide you with a Solo Rugs gift card as an apology. You and your home are our main priority.
We are constantly importing and adding new pieces to our site, and strive our best to satisfy all requests. If you previously saw a rug you liked, or would like to put in a future order, you can contact us at firstname.lastname@example.org.
Please note each piece is one-of-a-kind, and special requests might not be available for some designs.
There can be many reasons for this. The quality may be different, cost of materials, taxes and duties at time of import, etc. Please email us with any specific concerns at email@example.com.
Handmade rugs should be professionally cleaned if stained or dirty from use.
Solo Rugs does not endorse any third-party cleaning companies.
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