Home : Company Information & Policies
Company Information & Policies
  customerservice@paylessrugs.com Return Policy Any merchandise that arrives and is defected will be replaced at no charge to you as per our 1st quality policy.
Returns can be made up to 30 days after receipt. Return shipping is the sole responsibility of the buyer as well as a 10% restocking fee. If an order is exchanged for another item of equal or greater value the restocking fee will be waived. If you are unhappy with an item within 30 days of receipt, please take the following steps: Call customer service and request an RA#. Securely wrap the items to be returned and place the RA# on the outside of the package.Only return the item to the address supplied by PaylessRugs.com. Do not send any item back without an RA# and without notifying PaylessRugs.com of your return. Once an RA# is issued you will have 7 days to send the item back to the address supplied. Please provide us with return tracking numbers so we can track the package to the manufacturer. This will also ensure proper and timely credit will be issued. All returns must be sent back in 100% resaleable condition to ensure full credit. Certain returns depending on thier reason for return may require a picture is taken prior to returning. This is generally requested as part of the return policy from the manufacturer as the items will be sent directly back to them. Items returned with no RA# may be subject to a 50% restocking fee. Items returned that have not been secured for shipping may be refused by the manufacturer and no credit will be issued. Any returns after 30 days will not be accepted. Area rugs made by Milliken, Concord Global and the following collections are non returnable: Brilliance, Belmont, Belvedere, Crown, Denver, Euro, Patio, Studio, Versailles & World Canadian and international orders are returnable, however in order to return them the customer is responsible for all taxes, duties and shipping fees associated with getting the item back into the United States. If items come with free gifts, the gifts must also be returned or the retail value of the gift will be deducted from the credit you will receive. Credits are issued only when we receive notification from the supplier that the item is 100% re-saleable condition and the credit has been issued to PaylessRugs.com from the supplier. General times for crediting are 3-4 weeks from return. If you are unsure about the color, texture, etc, please call prior to ordering to see if a sample or custom pictures of the items are available. Where a sample rug is available we will ship you the sample, typically in a 2 x 3 size. This will allow you to see the rug in person for both color and quality assessment. You have 7 days to review the area rug and then you must return the sample to the address given to you by PaylessRugs.com. Return shipping is the sole responsibility of the customer. Rugs over size 8 ft x 11 ft (please contact us for a sample if you are unsure about the color, texture, etc prior to ordering) , items sold as a discontinued item, custom orders, rugs made to order, cut roll runner, cut or open package rug pads, and stair rod orders are not returnable, except in the unlikely event of a manufacturers defect. Rug manufactured by Concord Global & Select Payless Brand Rugs Collections are non returnable.They are; Brilliance, Belmont, Belvedere, Crown, Denver, Euro, Patio, Studio, Versailles & World Rugs Over 8' x 11' As stated in our return policy, these rugs may not be returnable. If they are deemed returnable because of any other reason than a defect due to manufacturer or shipping,these items may be subject to a 25% restocking fee. If you are unsure about a purchase this large we highly suggest getting a sample first.
All open rug pads may not be returned.Unopened pads may be returned under standard return policy within 30 days of receipt.
Free Shipping is available on all items sitewide over $49.99 for shipment within the contenential United States. Any order not meeting the $49.99 total is subject to a processing fee indicated in the shopping cart when your item is added prior to payment Packages are shipped via UPS and or Fed Ex ground, unless other wise specified by customer. Expedited shipping options are available and must be quoted individually by an agent of PaylessRugs.com. Please call 1-866-784-7123 for these options. Items may be shipped from different locations and thus may arrive at separate time. PaylessRugs.com is not responsible for lost or stolen items after delivery is made. If you feel it is unsafe to leave a package unattended at your specified place of delivery, please select "signature required" during checkout to ensure the delivery is not left alone. Alaska & Hawaii Shoppers Shipments to Alaska & Hawaii are available at an extra fee. We will pay the shipping to the furthest point with the Lower 48 States. You are responsible for shipping from that point to your address. If you are unsure of what shipping fees will be, please call 1-866-784-7123 and request a shipping quote. Otherwise, your order will remain on "pending review" status until the additional fees are approved by the customer. Refusal Of Delivery If an item has shipped and or has been assigned a tracking number and thus cannot be diverted back to its original place of departure the package can be refused. However refusal of a shipment that was ordered through our online store will result in all return shipping fees collected from the customer. In addition, all fess or stipulations as outlined in our return policy will apply. Canadian Shoppers PaylessRugs.com offer free shipping to any Canadian Resident in Alberta, Quebec, Manitoba, Saskatchewan, British Columbia, Ontario, Nova Scotia, Newfoundland & New Brunswick Provinces. Shoppers in these provinces are simply responsible for all taxes, broker fees and duties imposed to import goods across the Canadian Border. Please note the following update to Canadian Shipping: Rug made by 828, Shaw & Milliken will be assessed a handling fee as noted on the product page for the item. Canadian Shoppers in the territories should call prior to buying to attain shipping quotes to your region. Delivery Times All in stock items generally ship within 48-72 business hours. Once an item is ordered, you will receive an automated email with your order and order number. Please keep this for your records. Once an item has been shipped we will notify you via the email provided in your order with tracking for your purchase. Back Order Policy If an item ordered is not currently in stock we will notify you via email of the approximate ETA of the product. Please keep in mind we WILL NOT charge your credit card if an item is backordered until the item is in transit to your home. If you use PayPal as your method of payment, PayPal will withdraw the funds at the time of purchase. We have no control over when PayPal charges your account. We can refund your PayPal account but we would need a credit card on file to apply the charge when the item ships out. Payment Policy PaylessRugs.com accepts all major credit cards as well as Paypal. In addition we will accept payment by personal check, however the items will not ship until we have verified the check has cleared with our bank. Sales Tax Policy No Sales tax is collected on any order shipped outside of Pennsylvania. All Pennsylvania orders are subject to normal 6% sales tax on goods. Price Match Policy If you find a lower verifiable price online we will match it or beat it by up to 25%. You must be able to provide us with the following; the item, the website you found it on and any coupon code used to attain price. If you can provide this we can match it or beat it by 25% This offer only applies to items with verifiable price, sold by an authorized retailer, 1st quality items with the same name, brand & style number. Price Matching does not apply to: Closeouts, discontinued goods, seconds, returns, floor samples, roll runner. We will not price match against liquidators and flash sites such as overstock, ebay, one kings lane etc. Please note that our price matching cannot include any additional discounts or free gifts combined with the price matching. We will only price match based on an item to item basis. We reserve the right to exclude certain items from price matching policy at any given time We will not price match any items once an order has been processed. If at that time you decide to cancel the order because you have found a lower price, your order will fall under the terms of our cancellation and return policy. Factory Direct Items We only partner with manufacturers who we feel confident will provide our customers with the best possible items for their money. PaylessRugs.com ships most of its items directly to you from our many vendors. This ensures that you are given the highest quality merchandise and not items that have been sitting around for extended periods of time. 1st Quality Items PaylessRugs.com does not sell seconds. You will only receive 1st quality merchandise. Any item that arrives with manufacturer defects will be replaced at no charge to you. PaylessRugs.com must be notified within 72 hours of the defect to stay within the return policies of our manufacturers concerning defected goods. Should you notice damage to an item upon delivery, refuse the package and request from the drive a "Damage Receipt". If you notice the damage after delivery, please contact customer service immediately so a replacement can be arranged. * Shedding - Wool Area Rugs will shed up to 1 year from arrival. This is not considered a defect, but instead a natural occurence as the loose fibers work there way up from the pile and backing of the rug. If you feel the shedding is excessive feel free to contact us for options. A picture of the rug in its current condition may be required. * Wool Rug Colors Disclaimer - Handmade wool area rugs are uniquely made in every aspect of construction. This applies to colors also. Please note that dye lots can be different on the same rug in a particular collection. If you are ordering multiple pieces it is suggested to request that these rugs have matching dye lots. As a result, wool rugs are not considered defective under our policy if these colors vary slightly. Exchange Policy PaylessRugs.com does have a buyers remorse exchange policy. What that entails is the following; we will allow one exchange of an item* of equal or greater value. You will still be responsible for return shipping of the merchandise however we will waive all restocking fees associated with that return. If after you receive the second exchanged item and that too is not to your liking, then all standard return policies will apply. No exceptions.If the item you would like to exchange has a lower retail value than your original purchase you may still exchange the item, however standard return procedures would apply. In order to make an exchange we will only send out the new replacement order once we have been supplied with return tracking of the item you are returning. If, for any reason, the exchange order is canceled or not completed, the normal return policy would apply to the original order.
Policy does not apply to custom orders or non returnable items. Custom Orders Once Ordered CANNOT be canceled. We make every effort to ship your item as fast as possible, we first check the availability of the item purchased and we do not charge your credit card until we have gotten tracking for delivery except where a custom order is being fabricated for you. Most items are in stock and they are ordered from the manufacturer to drop ship directly to you, once we confirm stock your order is considered processed. In the event that an item is on backorder you may cancel your order without penalty, unless it is a custom order being fabricated where production has started. In order to maintain the lowest every day prices, a 10% cancellation fee or $15.00 per item, whichever is greater, is charged on all processed orders, where the item is in stock and we have ordered the item for you or sent the item to our shipping department. This fee covers acquisition cost, processing cost, administrative cost and other expenses associated with all orders, as we have these expenses on orders that are canceled as well as on those that are not. We will make every effort to stop a shipment of a canceled order, however we cannot always control shipment once an item has been processed as some manufacturers cannot stop shipment once an order has been placed with them. Any shipped item is subject to a restocking fee in addition to return shipping charges, please see Return Policy above for details. All Cancellation requests must be sent via email to Cancel@paylessrugs.com. Please keep this email for your records to ensure confirmation of your cancelation request. We will respond and cancel your order if it has not already being transferred for shipping Rug Sizes & Colors
Rug Sizes & Colors Phone Order Policy Phone orders are a great way to get your order entered and processed in a fast manner. Ordering over the phone may allow you to get a more accurate estimation of delivery time(s) of your item(s). Our agents will be as thorough as possible to ensure that everything is entered correctly. We will review your order verbally at the end of the phone call to make sure all items desired are entered and then shortly after the conversation, an email confirmation will be sent via email confirming the purchase. It is then the consumer's responsibility to make sure that their order confirmation is correct in regards to item(s) ordered and correct address spellings. If you do not receive an order confirmation in an email within a hour of placing your order over the phone, please be sure to call our customer service line at 1-866-784-7123 to obtain a copy. We are not responsible for any incorrect spellings or incorrect items ordered via phone which is why it is crucial to make sure you review your order confirmation to make sure everything is correct. Custom Orders Custom orders are in no way returnable. 50% of the purchase amount is required upfront when the custom order is placed. The remaining amount will be charged once the item(s) is set to ship. When you place an order for a custom rug, you as the shopper should be 100% sure that you will be happy with the purchase. If you have any reservations about having a custom order made, please call to participate in our sample program. As stated many times on our site and in our policy, there is no returns accepted for custom orders. Custom orders include, custom area rugs, custom hall runners, custom stair runners, custom pads, stair rods, custom stair treads or any other item that is not listed as a readily available size or model on our website. Programming Disclaimer PaylessRugs.com is not responsible for errors in pricing or information due to human error.
All Warranties Are Dictated Per The Manufacturer Policy |
