FAQ

PRICING AND BILLING 

How do I get a copy of my receipt?

Once you submit your order you will receive an Order Confirmation e-mail. If you need an additional or replacement copy of the receipt, we can send another one via e-mail. Please contact our Customer Service Department by calling toll free 1-855-585-4040 between 9:00 A.M to 5 P.M EST, Monday through Saturday or send an e-mail to: support@boutiquerugs.com

Do I have to pay sales tax?

There is no sales tax on our products unless you are currently residing in the state of Georgia.

How can I get an explanation on my charges?

If you have any questions about your order, please contact our Customer Service Department by calling toll free 1-855-585-4040 between 9:00 A.M to 5 P.M EST, Monday through Saturday or send an e-mail to: support@boutiquerugs.com 

When will my credit card be charged? 

Your credit card will be charged as soon as you click the “Submit Order” button on the checkout page.  

What forms of payment do you accept?

We accept the following major credit cards for payment: VISA, MasterCard, American Express and Discover. You may also check out using PayPal or Apple Pay. 

When will I receive my refund?

As soon as we receive your returned merchandise and have inspected it to be certain it is not soiled or damaged, we will credit your account. It may take up to 5-7 business days to process before it appears on your statement. 

 

OUR GUARANTEES

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

Yes! We do 110% Price-Match Guarantee. If prior to your purchase you find a lower price from a local store, an online competitor or in a catalog for any item Boutique Rugs sells, we will not only match the lower price, we’ll beat it by an additional 10% of the difference. 

Example:  If you find a price of $300 from a competitor for an item we sell for $400, we will match the $300 price PLUS take off an additional $10 (10% of the difference in prices) for a final price to you of $290. 

You must request the price match prior to placing your order. We will not honor a price match after your order has been processed. 

How does an item qualify for a price match?

To qualify for a price match, the competitor’s product must be the exact same brand, item number, pattern, material, size, shape and color as the one we offer for sale. The competitor’s price must be verified at the time of purchase. 

What items do not qualify for a price match?

We will not match prices on competitor’s products that are factory seconds, off-quality, clearance or closeout items. Boutique Rugs reserves the right to verify the item’s identity and competitor’s advertised price before honoring a price match. We also hold the rights to reject any price match request that we determine does not meet our policy’s qualifications. 

Are there other price match restrictions?

We do not honor: 

 -Misprinted or typographic errors in the ads of other retailers

-Going out of business or closeout prices

-Items advertised with a percentage discount instead of an actual price

-Prices reduced through a rebate or gift card promotion

-Prices based on membership in a preferred pricing or discount program

-BOGO or free-with-purchase prices

-Prices that require a separate or additional purchase 

-Prices in a written or verbal quote or on in store signage 

-Prices on items that are out of stock or on back order

-Prices that cannot be verified through a current online or printed advertisement 

Do you have an in-home trial? 

Yes! If, for any reason you are not 100% satisfied with your purchase, return it unused within 30 days and we will refund the full purchase price. Please click here for more information on our return policy. 

How do you guarantee my privacy? 

We carefully follow all online industry standards for customer security and privacy. 

 

MANUFACTURER’S WARRANTY

Are area rugs covered by a manufacturer’s warranty?

Yes! Each rug we sell comes with a full one-year manufacturer’s warranty. This warranty covers manufacturing defects in workmanship or materials for a one year period from the date of original purchase. The manufacturer will repair or replace, at its discretion, the rug without charge. Normal wear and tear is NOT warrantied. To register a claim under this warranty, please e-mail support@boutiquerugs.com 

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 warranty? 

Normal wear and tear is not warrantied. In addition, there are outside elements that may affect your rug’s appearance over time. These conditions are not covered under the manufacturer’s warranty. These include, but are not limited to the following: 

 -Differences in color and texture from samples or from one rug to another

-Seam peaking from rolling the rug that will disappear with reverse rolling

-Roll marks from shipping that will disappear with routine vacuuming 

-Shedding, which will decrease and stop over time

-Matting and crushing at pivot points and in traffic paths

-Highlighting and shading from light reflections 

-Exposure to sunlight, humidity, heat, chemicals or atmospheric gases

-Damage caused by pets

-Improper cleaning, especially through use of a wet process

-Normal sprouting, pulls or loss of single tufts of fiber 

-Placing a non-water-resistant rug in a damp or wet area

 Is shedding a defect?

All rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer’s defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help. 

 

ORDERS

Do you ship internationally? 

We offer free shipping to the contiguous United States. Unfortunately, we cannot offer shipping to Alaska, Hawaii or any other territories under the control of the United States. At this time, we also do not offer shipping to Canada or Mexico. 

What do you charge for shipping? 

Shipping is FREE on all orders. 

How are your rugs shipped?

Our preferred shipping company is FedEx. However, for larger rugs (9x12 and above), we utilize freight companies for our deliveries. Shipping from Georgia usually arrives at your home in a one to five-day time period via FedEx, but larger rugs shipped via freight will take longer to arrive.

How do I track my order? 

We will send an email once your order ships with a tracking number. You may monitor the location and progress of your order. If you have any questions regarding tracking your order, please contact our customer service department by calling toll free 1-855-585-4040 between 9:00 A.M to 5 P.M EST, Monday through Saturday or send an e-mail to: support@boutiquerugs.com 

How long will it take to receive my order? 

Shipping from Georgia usually arrives at your home in a one to five-day time period via FedEx, but larger rugs shipped via freight will take longer to arrive.

Once you have placed your order, it will leave our stockroom the next night. If your order was placed on a Friday afternoon, it will not ship out until Monday evening.

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

Items on backorder are unable to be filled by our suppliers at the present moment. Unfortunately, we are unable to predict when they will have more in stock. Whenever possible, we will do our best to inform you when there is an anticipated ship date on a backordered item.

How do I properly receive an oversized rug?

Prior to delivering your item, the carrier will contact you to schedule a convenient delivery appointment. 

How do I modify or cancel an order? 

Once the order is submitted, you must contact our Customer Service Department by phone at our toll free 1-855-585-4040 to modify or cancel it. 

 

You can cancel any order before it ships out. Generally, we ship out the orders next day, if you need to cancel you need to call/email before 11:30 am EST. However, once an item has been shipped, it cannot be canceled.

 

If you missed the window to cancel the order, you can always set up a return and send the item back. Please note, return shipping costs may apply!

 

How do I check the status of my order?

To check the status of your order, please contact our Customer Service Department. Call our toll free 1-855-585-4040 between 9:00 A.M to 5 P.M. EST, Monday through Saturday, or send an e-mail to: support@boutiquerugs.com 

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

If there is a problem or damage to your item as a result of negligence on the part of the shipping company, you should immediately contact our Customer Service Department by phone. Please contact our Customer Service Department by calling toll free 1-855-585-4040 between 9:00 A.M to 5 P.M EST, Monday through Saturday or send an e-mail to: support@boutiquerugs.com 

I received the wrong rug. What do I do?

If possible, send us your order number along with a photo of the front of the rug and the back label. Once we receive it, one of our customer service representatives will call you and do our best to get you the right rug.

What is your return policy? 

For whatever reason, if you are not completely satisfied with your purchase, you may return unused items within 30 days. All returns must be received in the manner in which they were originally received. We do not accept any returns after the 30-day time period.

While we often provide free shipping to customers on their initial order, we are not able to offer free shipping on returns at this time. We can, however, discount return shipping rates for your convenience. This service is only available for rugs that are less than 108 inches and includes a quick-print FedEx return label for your convenience.

Please note: Merchandise returned damaged, without a return authorization number (RA#) or more than 30 days after the RA# was issued may be refused or incur 20% service fee. 

 

ADDITIONAL HELP

How do I contact you? 

You can reach our Customer Service Department by calling toll free 1-855-585-4040 between 9:00 A.M to 5:00 P.M EST, Monday through Saturday. We are also available for live online chat during those hours, or you may send an e-mail any time to: support@boutiquerugs.com