Returns & Refunds
Easy Online Returns
Super Area Rugs offers a full 30-day money back guarantee on everything we sell with the exception of customized items and opened rug pads. If you are unhappy with the item you received for any reason, you may return it – no questions asked. You are responsible for payment of the return shipping charges. In case the item arrives defective and/or damaged, we will cover all return shipping as well as any replacement charges.
How to return an item?
If you need to return your item, simply contact our returns team at firstname.lastname@example.org. In your email, please be sure to include the following information:
1. Your order number
2. The item you would like to return (if more than 1 item in order)
3. The reason for the return
4. Would you like to purchase our pre-paid Fedex label (see details below)
Our returns team will respond to your request with a Return Authorization Number (RA #) and the address of the return facility where you may ship the items. Typical requests are handled in as little as 6 hours, but can take up to 24 hours. If you send in a request on the weekend, the returns team will respond the next business day. No returns will be accepted without a proper return authorization number. Any items returned without a return authorization will be subject to a 20% restocking fee.
Once the return authorization number and address has been supplied to you we ask that you kindly ship the item back within 14 days. After the 14 days, we do reserve the right to charge a restocking fee of up to 20% on your order. If the item is not returned within 30 days of authorization, the return will no longer be accepted and the request canceled.
Upon shipping the item back to our facility, we ask that you supply us with the tracking number for the return package. This ensures there are no processing delays. A refund is typically submitted within 48 hours after receipt of the item at our facilities.
IMPORTANT: We highly recommend you insure your return shipment with the carrier you select for its full purchase price to protect against loss or damage in transit. We are not responsible for lost or damaged packages being returned to us. In addition, you are responsible for filing claims with the carrier you use in case of loss or damage.
Notes on returns
1. Do not fold, staple or tape any surfaces of the item or rug
2. The returned item must be in new condition. If it is soiled or damaged, it will be refused.
3. No returns will be accepted without a Return Authorization Number (RA#). Returns that are received without an RA# or are shipped to the wrong address will incur additional freight costs and a 20% service fee.
4.No returns will be accepted after the 30-day trial period has expired.
Prepaid FEDEX Labels
We do offer to our US customers the option to purchase a pre-paid FEDEX label for all of their returns. Purchasing a pre-paid label from our returns team offers a handful of benefits when returning an area rug including:
1. Discounted shipping rate (typically 30-40% cheaper than shipping it on your own)
2. Faster refunds
3. No need to supply tracking numbers
4. Always insured and secure
What if my rug is defective?
If an item arrives damaged or defective, will make it our priority to have the situation corrected. For all damaged and defective items, we do require a photograph be sent to us showing the defect. If the rug is determined defect, we will gladly pick up the damaged item and ship a replacement upon successful pickup. We cannot ship a replacement prior to retrieval of the defective unit.