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Frequently Asked Questions - TheRugDistrict.ca

  1. What type of warranty do you offer?
    All rugs come standard with the manufacturers' warranty. The warranty will be specified under the product features.

  2. How long will it take to receive my order?
    Unless stated otherwise on our site, please expect to receive your order in approximately 5-10 business days (Depending on the manufacturer). Very few exceptions may apply where you’ would receive your rug in up to 14 days. Please note that custom made rugs may take up to 4 weeks to receive. If your order is back ordered, we will contact you by phone or email.

  3. Are all your products “New”?
    Yes, everything we sell is brand new and of first quality. We do not sell factory seconds or used products.

  4. What are the shipping costs?
    • Shipping is Free on almost all orders. Delivery charges may apply to orders shipping to certain destinations in Canada--see our Shipping Policy for additional details. Over 98% of orders qualify for Free Shipping. We ship to Canada only.

  5. What is your return policy?
    • If for any reason you are not happy with your rug or lighting, just return it within 30 days for an in store credit. Certain Restrictions may apply on oversized rugs (9 ft. or larger) and rugs $1,200 or more. Custom-made items are returnable for shipping damage only.

      a. All you need to do is fill out this brief form and we will contact you with your required Return Authorization number (all returns MUST have a Return Authorization number and instructions prior to sending back.) You may also call (888) 926-1271 or email us at info@therugdistrict.com
      b. Rugs & lighting need to be repackaged like new in the original packaging or an equivalent of the original packaging. RA# needs to be on the outside of the packaging.
      c. TheRugDistrict.ca will schedule a pick-up of your rug or lighting.
      d. When the rug or lighting is received in the original condition the in store credit will be available.

  6. What payment methods do you accept?
    • We accept Visa, MasterCard and American Express. You can also pay by certified cheque or money order by selecting the Alternative Payment option at checkout. Please note that orders paid for with Certified Cheque / Money Order will not be processed until payment has been received.

  7. How do I change or cancel an order once it has been placed?
    • We will do everything we can to help you with any changes to your order. Orders may be changed within the first 24 hours. All changes and cancellations must be done via phone or email. If you choose to change or cancel your order, please call us within 24 hours of purchase at (888) 926-1271 between 9am - 5pm Eastern Time or email us at info@therugdistrict.com.

  8. How to care for outdoor rugs?
    • For Bamboo Rugs, if they get wet, the following steps should be taken to ensure the rug’s longevity:
      • Bamboo surface should be wiped dry.
      • The rug backing should be completely air dried.
      • Surface that rug lies on should be completely air dried before rug is laid back down.
  9. Do you ship internationally?
    • TheRugDistrict.ca ships to Canada only. TheRugDistrict.com ships in the USA.
  10. Are rug colours on your site true?
    • The photos on our website are the best quality possible. However, photos may not be actual representations of colours due to computer monitor settings and we cannot be responsible for differences in online colours and actual colours.

  11.  Are the rug sizes you list exact measurements?
    • Sizes are listed according to suggestions from the manufacturer. Please note that any rug machine made or handmade has a 3-5% variance depending on material.

  12. What are the different rug fibers?
    • a. Polypropylene (also called Olefin) is the most durable and stain-resistant rug fiber. It is a synthetic yarn and is the most commonly used area rug fiber. On average, olefin is soft in texture and is fade resistant.
      b. Nylon is another synthetic fiber commonly used in rugs. Its characteristics include: strong and elastic, retains its shape, and it is shiny.
      c. Wool is a natural fiber that comes from sheep. It is more luxurious than synthetic fibers and its properties include: 1) hard wearing and moisture absorbent; 2) lightweight and versatile; 3) resistant to dirt and wear and tear; and 4) fire resistant.

  13. Do you recommend purchasing a rug pad?
    • Yes. Non-slip pads will prevent your rug from slipping and will prolong the life of both your floor and rug. We have pads for both hard surfaces and carpeting.
  14. What is a dye lot?
    • Please note that rugs which are colored artificially are subject to differences in dye lots, which we cannot guarantee upon purchase. This is particularly applicable to items purchased with the same style and color but in varying sizes, there might be slight color and/or texture variations between the area rugs. This is due to the conditions in which the rug were made varying between dye lots, such as dyeing time and temperature.