FREQUENTLY ASKED QUESTIONS
All in stock items ship within 24 hours
(qualifying orders must be placed prior to 5pm EST).
We offer free UPS ground shipping on all Domestic US orders.
In-home white glove delivery services are available upon request in the tri state area.
Services are provided by third party logistics companies (pricing estimates available upon request).
For international shipping, please inquire with our customer service team at email@example.com.
Modern Rug Importers top priority is customer satisfaction!
We understand buying something as unique and special as a rug online, can be difficult.
If you are not completely satisfied with your purchase we will gladly accept a return up to 14 days after the delivery, via UPS. A prepaid return label will be supplied to you (Continental United States Only) to cover your first rug return.
The rug must be in the original condition, unused, and repackaged to the best of your ability. If you require additional packaging materials we would be happy to send them to you!
Modern Rug Importers reserves the right to refuse returns or exchanges of any items that are not in the original condition due to damage or misuse.
After the rug is inspected and approved for a refund, we will issue a credit for the full purchase price, minus return shipping (for orders including multiple returns).
Refunds are processed back to the original payment method only. Please allow approximately 15-30 business days for the refund to be processed.
Alaska, Hawaii, Puerto Rico, and International Orders:
Unfortunately, we are unable to offer a free return service.
Customers are responsible for the return shipping charge and all customs/duty fees.
Any rugs after 14 days of delivery are Final Sale (or exchangeable only).
Custom and closeout items are final sale.
How can I check the status of my order?
Please contact us at firstname.lastname@example.org for any questions in regards to your current or past order
I did not receive my email confirmation?
Unfortunately sometimes these automated emails are diverted to the spam/junk folder of the inbox, if you check your spam folder and still can not find your order confirmation please reach out to our customer service team at email@example.com
How long will it take for my order to arrive?
The length of delivery varies based on your shipping address. Orders processed will typically take 5-7 business days to arrive.
Overseas deliveries can take anywhere from 7-16 days based on the shipping menthod seleceted at checkout.
Delivery details will be provided in your confirmation email.
What shipping carriers do you use?
We ship all of our rugs via UPS ground shipping.
Expedited shipping options are available to select at checkout for an additional cost (rate calculated by UPS).
Can I place a custom order?
Many of our styles are unique and one of a kind, however, most of our designs can be ordered in a custom size.
Please keep in mind that all custom orders are final sale and require a 50% non-refundable deposit.
If you are interested in having a rug custom made please contact customer service at firstname.lastname@example.org for a quote or additional information.
If an item is not in stock, can I place a pre-order?
Yes, we would be more than happy to accept a preorder for an item that is backordered or currently
Payment in full, is required for all preorders. You may cancel your order at anytime prior to your rug being shipped. You can cancel by contacting customer service at email@example.com.
How are your rugs made?
The majority of our rugs are made over a period of months, designed and hand knotted by skilled artisans and weavers who have been designing and hand creating these designs using techniques that are centuries old.
All of our one of a kind rugs are hand knotted.
What type of materials do you use?
We try to use all natural organic vegetable dyes whenever available.
We use a very high quality Zew Zealand wool, and bamboo silk, as well as environmentally friendly recyclable area rugs.
For more information on a specific rug makeup please inquire with our customer service team at firstname.lastname@example.org.
Will my carpet shed?
We try to eliminate as much shedding as possible by using a very high quality of wool, but yes some initial shedding should be expected, however, will subside. Please reference our rug care guide for more information.
Do you offer rug swatches?
Unfortunately, at this time we do not provide samples of our one of a kind rugs.
The majority of our inventory is compiled of unique handmade/knotted designs, and in order to provide samples this would mean we would need to physically cut up one of the rugs.
Any Additional Questions?
You can contact us at email@example.com.