Frequently Asked Questions

At The Rug Store we strive to provide you with a pleasant online shopping experience. We have compiled some of our "Most Frequently Asked Questions" here. However, if your questions are not answered here please do not hesitate to contact us at 210-696-6969 and speak with one of our friendly and knowledgeable service representatives.

How To Place Your Order Online

Option 1: Placing an Order with An Account.
If you create an account, The Rug Store will retain your customer Information for future orders. If you plan on making future orders having an account will make the process quicker.Click Here to create an account, then continue the shopping process below.

Option 2: Placing an order as a guest.
Browse our site. Once you have selected the Rug and size you would like to purchase click to add the item to your cart on the product detail page. Continue to do so until you have added all items that you wish to purchase. Once you have added the final item you wish to purchase to your "Cart" you can click to "Checkout" to continue. (Or you can click on the "Shopping Cart" tab to continue the process.)

Why create an account? What are the benefits?

Having an account will personalize your shopping experience. When you log into your account you can track the process of your order. We will also remember your billing address so that entering it will not be necessary for future orders. You can also use your shopping cart as a "favorites" tool to compare rugs you are interested in for comparison shopping.

Is your website secure?

Yes, our site is fully secure. Our customers online Shopping and personal information is of the utmost important to us. The Rug Store has has security measures in place to protect the loss, misuse and alteration of information under our control. Orders on our site are transmitted over a secure connection using SSL (Secure Sockets layer) Encryption Technology. Personal information from our customers including credit cards, sign in and passwords are transmitted and stored in an encrypted format at all times. In addition, our site is further protected using a muti-layer firewall-based security system.

I've forgotten my password!

You can Click Here to enter your email address and reset your password if you have created an account.  You will receive an email to reset your password. If you do not receive an email within 30 minutes, please call us at 210-696-6969.

How can I check my online order status?

Click Here to view your order history and your current order status.

How is sales tax calculated?

The Rug Store covers the sales tax for orders shipped within the state of Texas. The Rug Store does not charge sales tax for orders shipped outside the state.
Cancel/Change or Return Your Item

How do I return a rug?

We request that you contact us via e-mail prior to returning any merchandise. We will provide you with a Return Authorization Number as well as complete return instructions. You will be required to pay Return Shipping Fees.

If you decide that a product does not meet your expectations for color, size, etc., we will accept its return as long as the product is returned to us undamaged.
In the event that something happens during transit, we will accept any damaged or defective merchandise for return, but we must be advised as soon as you receive your merchandise. We do require pictures be sent us showing the damage and/or defect. 

A Rug Store representative will work with you to arrange for return or replacement. It is important that you do not refuse any shipments as this can cause delays in your refund. Refused shipments will be subject to return shipping fees and restocking fees.

Safely Wrap Your Item For Return

Be careful when opening your rug. If the original packaging material is in good condition, you may reuse it. Make sure all open/loose ends are securely sealed with packing tape.

Note: If you cannot reuse the packaging, a heavy-duty disposable plastic painter's tarp (available at most hardware stores) is a great substitute.

Can I cancel or change my order?

Please contact us via e-mail immediately if you would like to cancel your order. You can also call us at 210-696-6969 we will work as hard as possible to cancel or make changes to an order that has not shipped. If this is possible a confirmation email will be sent confirming that their has been a change to your order. Please do not consider your order as changed or canceled until you have receive an email confirming such from us.

If your order has already been sent you will be responsible for returning your shipment to us. You will need to request a Return Authorization & Shipping address from us. DO NOT refuse your shipment, as this will cause further delays of your refund. You may also incur additional return fees. Questions? Call us at 210-696-6969.

When do I get my refund?

Refunds are Generally issued the same day that the item is received by us. If any item is return to the manufacturer however it may take a few days longer. Funds will be posted to your account according to your banks policy. All returns are subjected to an inspection upon receipt. For additional questions please feel free to contact us at 210-696-6969.

Rug Store Information

Where We Are Located

The Rug Store is based in Texas with a Retail Showroom in San Antonio is located at 12300 IH 10 West, San Antonio, TX 78230.

Our Hours

The Rug Store's friendly knowledgeable staff is available Monday - Saturday from 10:00 AM - 6:00 PM & Sunday From 12:00PM - 5:00PM Central Time. You can always contact us at 210-696-6969 during our normal business hours. You can also contact us via the form on our Contact Us page. 

Can I purchase a gift certificate?

Yes, Gift Certificates can be purchased online, or over the phone 210-696-6969. These certificates can be redeemed either online or over the phone as well. To redeem online, enter the assigned PIN number in the "Gift Certificates" filed upon checkout. Certificates are valid for 12 months (one year) from Date of Issue.


Do You Have Swatches Or Samples

We do have swatches available for many of our rugs. If there are not swatches listed for the rug you are interested in we encourage you to order the smallest size available to view the colors and make sure it will work for you. Once you have made a decision on the rug you can simple return the small size and order the size you require. 

Can I view a catalog?

No, our products change very often. We are happy to answer any questions that you may have about our products simply contact us at 210-696-6969.

Are the rugs new/first quality?

Our products are guaranteed to be brand new and first quality. Items are inspected before leaving the warehouse.

Will the colors/patterns look like the images on the site?

We put a lot of time and effort into using images for our site that will convey the most accurate image to our customers. However please keep in mind that the color, and quality of computers, tablets, etc. vary. In addition rug designs usually change as the rug size increases. For example, large rugs typically have wider, more complicated borders and centers than small rugs. Most of the rugs used for the photographs are 8'X10' or in some instances larger. In most cases, hand tufted rugs will present tone variations as they are not machine made. Please note that some of our runners, and smaller rugs  have an abbreviated version of the pattern. 

Are the sizes listed for each rug accurate?

All sizes are nominal. Manufacturers have an accepted variance of +/- 3 inches.

Are the products listed in your website available at your showroom?

The products listed on our website are not necessarily available at our showroom. 

Caring & Cleaning

How To Care For & Clean Your Rug

When you receive your rug there will be a detailed instruction sheet with information on how to care for your rug.

All About Shipping

How much is shipping?

Ground shipping is FREE for our customers (within the continental US only). 

How long will it take for me to get my order?

Most of items listed on our website are not in our showroom, in which case they are dropshipped from the manufacturer directly. Some items are in stock at our showroom. In those cases they ship out within 3-5 business days. In either case you can expect your rug to arrive within 7-10 business days. If there is some reason that your order is delayed we will contact you via e-mail and then monitor your order until it is delivered to you.
Please Note: We cannot ship to a P.O. Box, as your order will be sent via Fedex, UPS, or for over sized shipments (Area Rugs 9X12 & Larger), since they are too big for UPS and FedEx, they will ship via a truck line. Thus causing an extra day or possibly two. Freight trucking companies have been known to contact customers prior to delivery to make convenient delivery times.

Outside The United States Ordering

At this time The Rug Store only ships within the Continental United States. If you have questions on a particular item please call 210-696-6969.