Return to Help Index| Shipping and Returns | |
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| Where do you ship? | |
| We are only able to sell and ship our products to the lower 48 United States. | |
| How much is my shipping? | |
| All RTR Kids Rugs ship FREE! For other items shipping is automatically calculated based on your location, weight & size of the package. Simply add items to your cart and proceed to the Checkout page. Enter your shipping address & freight charges will be calculated for you. |
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| How do I return my product? | |
| Please click here for more information on returning an item. | |
| Item missing or parts missing. | |
| Click the "My Account" link at the top of our site to track your order status. Be sure that all of the items in your order have shipped already. If your order displays your Package Tracking Numbers, check with the shipper to confirm that your packages were delivered. If your packages each show a status of "delivered", please contact customer care for assistance. Parts Missing - If the package was delivered and you find that parts are missing please contact us within 48 hours and we will ship you new parts free of charge or send you a replacement product. We need to hear from you within 48 hours since most carriers only let us file freight claims within 48 hours of delivery. All returned products should be in the original packaging. We strive to be easy to do business with and if you decide you no longer want the missing parts or new replacement product you may return your order according to our return policy. |
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| I received the wrong product. | |
| If there was a mistake made on our part and we shipped you the wrong rug please contact our customer care department within 48 hours of receiving your order. We will take care of the problem and get it corrected ASAP! | |
| My order was damaged in shipping. | |
| When your shipment arrives at your location please inspect the package thoroughly before signing "Free & Clear". If you notice ANY damage to the shipping container or suspect damage REFUSE DELIVERY & notify us immediately. It is your responsibility to inspect for damage upon delivery. If you will not be at your location when the shipment arrives it is your responsibility to notify the person who signs for the shipment to inspect thoroughly before signing "Free & Clear" and notify them to refuse delivery if damage is present. Even if no damage is visible upon arrival open shipment immediately & inspect for damage. If possible do this before signing for the package while the driver is still there. If you sign "Free & Clear" and then open the package & notice damage the freight carriers may still only reimburse a fraction of the product price - usually only one-third. They do not take full responsibility once you sign-off. They only take one-third responsibility because they say the damage could have happened before they picked it up or after they dropped it off. That is why it is important to thoroughly inspect before signing for the package. Your signature states that the shipment was delivered to you in good order with no damage - freight carriers call this "Free & Clear". Also, refusing a damaged package saves on the shipping cost because the carrier can not bill for shipping for a refused package. You must contact us the day of delivery or no later than 24 hours after delivery if you notice concealed damage. You will need to file a freight claim & submit photos of the concealed damage. All returned products should be in the original packaging. |
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| What is your return policy? | |
| All of our rugs carry a manufacturers warranty except the factory second rugs which are sold "as is" and are non-returnable. Please see the product detail page for each rug's warranty information. We accept returns for refund within 7 calendar days after delivery of the product. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is: • -without showing signs of wear or damage in any way • -within 7 calendar days of the delivery date (after 7 days no returns are allowed) • -must be in unused condition and in the original packing material to be eligible for a refund • -must be a first quality rug (factory second rugs are sold "as is" and are non-returnable) • -must not be a special order or a custom order • -unless noted that it cannot be returned or has a different return policy time period other than the 7 days noted in that item's particular item description. Wall-to-wall carpeting sold by the rolls (12-15 ft min. purchase as noted in product details) are considered special order and all sales are final. Orders placed are firm orders and generally can not be canceled. Sometimes if within same business day of order placement we can cancel an order but fees may apply. Some orders cannot be canceled as they are put into production with the manufacturer or have been picked and are mixed in with other orders. Absolutely no cancellations after one business day of order placement. No cancellations in July, August, or September. Refunds are contingent upon inspection of item(s) once the manufacturer receives it. There is a 25% manufacturer's restocking fee for returned items. You MUST contact us within 7 days to obtain a manufacturer's return authorization number (RA#) if you intend to return ANY item back to the manufacturer. Items returned AFTER 7 days and WITHOUT contacting us will NOT be refunded. You are also responsible for freight charges back to the manufacturer. Refused orders will have all shipping charges & restock fee deducted from refund. Refund will be purchase price less shipping & restocking fee. Customer is responsible for all shipping costs. |
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