Frequently asked questions
Everything about ordering, shipping, returns, materials and care — in one place. Can't find your answer? Email service@getmyrugs.com and a real person will help.
Getting your rug
How much does shipping cost?
Shipping is free on every order, anywhere in the United States. There are no hidden handling fees at checkout.
How quickly will my order ship?
In-stock orders are dispatched within 24 hours. Once it's on its way you'll receive a tracking number by email so you can follow it to your door.
How long does delivery take?
Most orders arrive within 3–7 business days of dispatch, depending on your location. You can follow live progress on our Track Your Rug page.
Can I track my order?
Yes — every shipment includes tracking. Use the link in your dispatch email, or head to Track Your Rug and enter your details.
If it isn't quite right
What is your return policy?
If a rug isn't right for your space, you can return or exchange it in line with our Return & Exchange policy. Keep it in original condition and reach out — we'll guide you through it.
How do I start a return or exchange?
Email service@getmyrugs.com with your order number and we'll arrange the return or swap for you.
My rug arrived damaged — what now?
We're sorry! Email us within a few days of delivery with a photo and your order number, and we'll make it right with a replacement or refund.
About our rugs
Are your rugs really handmade?
Yes — 100% handmade. Every rug is hand-knotted, hand-tufted, hand-loomed or flat-woven by our own master weavers in India. Learn more on our Weaving Techniques page.
What materials do you use?
Premium natural fibres — wool, silk, cotton and jute — chosen to last for years. Each product page lists the exact material and construction.
Why is a little fibre shedding from my new rug?
Light shedding is completely normal for a new hand-made wool rug and settles within a few weeks of gentle vacuuming.
Will the colours match the photos?
We photograph rugs as faithfully as we can, but screens vary and natural dyes have subtle variation — part of a handmade rug's character. Questions about a specific colour? Email us and we'll describe it honestly.
Choosing & keeping it
How do I choose the right size?
Our Rug Selection guide has an interactive size visualiser and room-by-room placement rules to help you choose with confidence.
How do I care for my rug?
See our full Rug Care guide — vacuum gently, rotate regularly, use a pad and blot spills promptly, and your rug will look its best for years.
What payment methods do you accept?
We accept all major cards — Visa, Mastercard and American Express — plus Apple Pay and Shop Pay, through a secure encrypted checkout.
How do I reach a human?
Email service@getmyrugs.com or use our contact page. Customer care is available Monday–Friday, 9–5 ET.
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