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 salex tax unless you are in 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.

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 3-5 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 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 warrants the rug against 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 tear and wear is NOT warranted. 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 tear and wear is not warranted. 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? 

At this time, we only ship to addresses in the contiguous United States. Unfortunately, currently we do not ship to Alaska and Hawaii, or any other territories under the control of the United States. We also don't ship to Canada or Mexico. 

What do you charge for shipping? 

Shipping is FREE on all orders. 

How are your rugs shipped?

We generally use Fedex as our shipping company, but for large rugs (9x12, 10x14, 12x15 ...etc) we have to use freight companies to deliver your rugs. We ship from Georgia and it takes 1-5 days to arrive on Fedex, it will take longer when it is shipped with freight. 

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? 

Most items take between 1 to 3 business days to ship, based on the item’s availability. Once the items ship out it takes between 1 to 5 business days to arrive. For oversized rugs (9X12, 10X14, 12X15… etc) we use freight companies to deliver and it may take a longer time to arrive. 

How long will it take for a back ordered item to arrive? 

Back ordered items are those that our suppliers currently don’t have on hand and are generally unable to predict when they will have more in stock. Whenever possible, we will do our best to inform you of an anticipated shipping date. 

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. 

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? 

We offer a 30-Day, In-Home Trial on every rug we sell. If you are dissatisfied with your purchase for any reason, you may return it. While we often give free shipping on orders to customers, we are not able to offer free shipping for returns. We can however discount our return shipping rates for your convenience and provide you with quick-print FedEx return labels (for rugs that have less than 108 inches) to make the process easier for you.

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