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info@ruggallerycincy.com | 1-513-793-9505

Order Information

What forms of payment do you accept?

We accept Visa®, MasterCard®, American Express®, or PayPal®.

How do I modify or cancel an order?

Call us at 513.793.9505 or email us at Nancy@ruggallerycincy.com. We will respond within 24 hours.

How do I check the status of my order?

Call us at 513.793.9505 or email us at Nancy@ruggallerycincy.com. We will respond within 24 hours.

How do I enter a Promotional Code?

In Step 5 of the ordering process before you finalize your order, please put your promotional code in the field marked Gift Certificate or Coupon Code.

What should I do if there is a problem with my order?

Call us at 513.793.9505 or email us at Nancy@ruggallerycincy.com. We will respond within 24 hours. You may also contact us via our Contact Us page. [link to contact us]

How long will it take for a backordered item to arrive?

If an item is backordered we will send you an email with an anticipated shipping date. Please advise us if you need to cancel. 

What is your return policy?

We will accept returns within 21 days of purchase. Please call Nancy at 513.793.9505 or email nancy@ruggallerycincy.com to confirm the return and to obtain a Return Authorization Number. You are responsible for return shipping charges. For additional information see the Online Returns page [link to returns page].


Shipping Information

Do you ship internationally?

At this time we do not ship internationally.

What do you charge for shipping?

We ship free within the contiguous United States.

Do you offer in-home or "white glove" delivery service?

The Rug Gallery ships FREE within the contiguous United States*. This is standard, curbside delivery and the driver is contracted to deliver to your door. 

We can arrange “white glove” delivery at the cost of $119/rug. We will make an appointment to deliver your rug at your convenience. This includes carrying the rug up a maximum of two flights of stairs, unpacking the rug, positioning the rug pad (if applicable) and rolling the rug onto the floor. We will also remove all packaging materials and debris. 

Two delivery specialists will be in your home for no more than 30 minutes. This service does NOT include moving furniture or trimming or cutting the pad.

*The Rug Gallery White Glove Delivery is only available to the 48 contiguous United States. Not available for deliveries to Alaska, Hawaii, Canada or Puerto Rico.

How do I track my order?

Call Nancy at 513.793.9505, email nancy@ruggallerycincy.com, or use our contact us page.

How long will it take to receive my order?

Normally you will receive your rug in 7-10 days. 

How do I properly receive an oversized rug?

The Rug Gallery ships FREE within the contiguous United States*. This is standard, curbside delivery and the driver is contracted to deliver to your door.

We can arrange “white glove” delivery at the cost of $119/rug. We will make an appointment to deliver your rug at your convenience. This includes carrying the rug up a maximum of two flights of stairs, unpacking the rug, positioning the rug pad (if applicable) and rolling the rug onto the floor. We will also remove all packaging materials and debris.

Two delivery specialists will be in your home for no more than 30 minutes. This service does NOT include moving furniture or trimming or cutting the pad.

*The Rug Gallery White Glove Delivery is only available to the 48 contiguous United States. Not available for deliveries to Alaska, Hawaii, Canada or Puerto Rico.


Pricing and Billing

Do I have to pay sales tax?

We are located in Ohio; shipping to an Ohio address requires sales tax. For all other states there is no sales tax.

How do I get a copy of my receipt?

We will email a copy at your request.

How can I get an explanation of my charges?

Call Nancy at 513.793.9505 or email nancy@ruggallerycincy.com

When will my credit card be charged?

When your order is submitted.

When will my return credit appear on my account?

Once your order is received and inspected we will issue a credit within two days.


Guarantees

Do you have a low-price or price-match guarantee?

Yes, we will match any online price or printed price on the identical rug.

Do you have an in-home trial?

The Rug Gallery is pleased to offer “Try it before you buy”.  It’s our 21-day return policy for every rug we sell. We want you to love your new rug, and you need to feel it, see the true color of the rug and ensure that it really works in your home.  If you are unhappy with your purchase for any reason, you may return it – no questions asked.

How do you guarantee my privacy?

The Rug Gallery understands your concerns regarding Internet privacy and security. We encrypt all of your personal information including credit card number, name, and address, so that it cannot be read as the information travels over the Internet. For more information see our Privacy Policy page. [link to page] 


Manufacturers Warranty

Are rugs covered by a manufacturer's warranty?

Yes. Each rug we sell comes with a full one-year manufacturer's warranty. This warrants the rug against manufacturing defects in workmanship or materials for a one (1) year period from the date of the original purchase. The manufacturer will repair or replace, at its discretion, the rug without charge. Normal wear and tear is not warranted. To register a claim under this warranty, please contact Nancy at 513.793.9505, email nancy@ruggallerycincy.com, or use our contact us page [link to contact page]. Proof of original purchase is required. This warranty gives you specific legal rights, and you may also have other rights that vary from state to state.

Are there special warranty requirements?

You must purchase and use a suitable area rug pad under your rug for this warranty to apply.

What is not covered by a warranty?

Normal wear and tear is not warranted. In addition, there are outside elements that may affect your rug's appearance over time. Many of these conditions are not covered under the manufacturer's warranty. These conditions are normal and are not considered manufacturing defects. These include, but are not limited to the following:

  • Differences in color and texture from samples or from one rug to another
  • Roll marks from shipping that will disappear with routine vacuuming
  • Seam peaking from rolling the rug that will disappear with reverse rolling
  • Shedding, which will decrease and stop over time
  • Matting and crushing at pivot points and in traffic paths
  • Highlighting and shading from light reflections
  • Normal sprouting, pulls or loss of single tufts of fiber
  • Exposure to sunlight, humidity, heat, chemicals or atmospheric gases
  • Improper maintenance, including use of the vacuum cleaner's beater bar
  • Placing a non-water-resistant rug in a damp or wet area
  • Damage caused by pets
  • Improper cleaning, especially through use of a wet process

The manufacturer's warranty does not cover normal wear and tear plus certain inherent characteristics including, but not limited to, those described above, which may affect the product's appearance and/or performance over time. It is only applicable to products placed in use indoors and in environments maintained at normal temperature and humidity. It does not cover tears, burns, cuts, pulls, or other damage, deterioration, stain, loss of color or appearance caused by abuse, or improper or inadequate maintenance. It does not cover products placed in use on stairs, ramps, or any area regularly subjected to wheeled or rolling apparatuses.