Frequently Asked Questions (FAQ)
1. Custom Rugs
Q: How do I order a custom rug?
A: Simply use our Build-a-Rug Widget on the Custom section of our website. You can upload your image, select your desired size and shape, and the widget will provide a price quote.
Q: What if my image isn’t high-resolution?
A: That’s okay! We’ll use your uploaded image as a reference, and our team will do their best to source or recreate a higher-resolution version for an ultra-clear final rug. We can also help you find an HD image if you’re having trouble.
Q: Can I see a preview before production?
A: Yes! We can send you an email preview if you’d like to approve the design before we start making your rug.
Q: Can you make any shape or size?
A: Absolutely. We can transform any image into a rug of virtually any shape or size. Just specify your preferences in the Build-a-Rug Widget.
Q: How long does it take to make a custom rug?
A: Custom rugs typically follow the same production and shipping timeframe as our ready-to-ship rugs. Generally, we process orders in 1–3 business days, and production can take 1–3 weeks depending on demand.
2. Ready-to-Ship Rugs
Q: Do you keep rugs in stock?
A: Yes! We have certain popular designs that are ready to ship. While our site may not yet indicate which are in stock, feel free to reach out to us at support@customrugclub.com to confirm availability.
Q: How do I know if a rug is ready to ship?
A: We’re working on a system to notify which rugs are in stock. In the meantime, please contact us if you need quick shipping, and we’ll confirm availability.
3. Pricing
Q: How is the price determined for custom rugs?
A: Our Build-a-Rug Widget automatically calculates the price based on the size, shape, and complexity of your design. For ready-to-ship rugs, the price is listed on each product page.
Q: Do you offer bulk discounts?
A: Yes! If you’re looking to place a large order, please email our support team at support@customrugclub.com to discuss bulk pricing.
4. Shipping & Delivery
Q: Do you ship internationally?
A: Yes, we ship worldwide. International shipping costs may be higher due to global freight fees. U.S. orders typically ship via USPS Priority Express.
Q: How long does shipping take?
A: Once your rug is ready, domestic (U.S.) orders usually arrive within 1–3 business days. International delivery generally takes 10–15 business days, depending on customs and local postal services.
Q: How do I track my order?
A: We’ll email you a tracking number as soon as your rug ships. You can use that number on the carrier’s website to track the package.
5. Returns & Exchanges
Q: What is your return/exchange policy?
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Ready-to-Ship Rugs: Eligible for returns/exchanges within 7 days of receiving your order, as long as the rug is unused and in its original packaging.
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Custom Rugs: Because custom rugs are made specifically for you, we cannot accept returns or exchanges. If your rug arrives damaged or defective, please contact us for an exchange.
For more information, please see our Returns & Exchanges Policy or email us at support@customrugclub.com.
6. Rug Care & Maintenance
Q: How do I clean my rug?
A: For small stains, we recommend using mild dish soap (such as Dawn) and warm water. Gently spot-clean the affected area. If your rug fits in the washer and the care label allows, you may also machine-wash on a gentle cycle and air dry.
Q: What materials are your rugs made of?
A: Our rugs are made from 100% organic cotton and have a heavyweight non-slip backing. They weigh about 8 pounds, ensuring they’re sturdy and not flimsy.
7. Miscellaneous Questions
Q: What if my package is lost or marked “delivered” but I haven’t received it?
A: Please contact us at support@customrugclub.com. We will coordinate with the shipping carrier to locate your package or resolve any issues.
Q: Do you offer any promotions or discount codes?
A: We frequently run promotions and sales. Keep an eye on our social media and subscribe to our newsletter for the latest updates.
Q: Where can I contact you for additional help?
A: Reach out to us anytime at support@customrugclub.com. We’re happy to assist!
Still Have Questions?
If you don’t see the answer to your question here, please email support@customrugclub.com, and our team will be more than happy to help.
Thank you for choosing Rug Club—where your dream rug becomes a reality!