Frequently Asked Questions
Answers to the questions we hear most. Can't find what you need? Email sales@myrugworld.com. We reply within 1–2 business days.
Jump to: Shipping and delivery · Orders and payment · Returns and damaged items · Rug care and cleaning · Sizes and choosing a rug · Contact us
Shipping and delivery
Where do you ship?
We ship to addresses in Canada and the United States. We don't currently offer checkout for other countries. For an international order, email sales@myrugworld.com and we'll send you a shipping quote.
How much does shipping cost?
Free shipping on orders of $199 or more ($199 CAD in Canada, $199 USD in the United States). Orders under $199 ship for a flat $49.99 CAD in Canada or $39.99 USD in the United States. Your shipping cost is shown at checkout before you pay.
How long will it take to get my rug?
Most orders arrive within 5 to 8 business days in Canada and the United States. This is an estimate, and delivery times aren't guaranteed. Rugs ship directly from our North American warehouse.
Will I pay duties or customs fees?
Canadian orders: there are no extra duty or brokerage charges at delivery. Any import fees are covered by us. Any applicable taxes are shown at checkout before you pay.
How do I track my order?
You'll get a tracking number by email as soon as your order ships. If you placed your order while signed in to your account, you can also check its status by signing in to your account on our site.
My tracking says delivered, but I don't have my rug. What should I do?
First check around your home, with neighbours and at your building's front desk or mailroom. If you still can't find it, email sales@myrugworld.com within 7 days of the delivery date with your order number and we'll help.
Orders and payment
Can I change or cancel my order?
Email sales@myrugworld.com as soon as possible with your order number and the change you need. Orders are processed quickly, so we can't promise a change or cancellation, but we'll tell you what's possible. If your rug has already shipped, you can still use our free 14-day return.
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Shop Pay, Apple Pay and Google Pay. The options you see at checkout can depend on your device, browser and country.
Which currency will I pay in?
Shoppers in Canada see prices and pay in Canadian dollars (CAD). Shoppers in the United States see prices and pay in US dollars (USD). Prices show the currency code (for example, "$89.00 CAD"). You can change your country and currency with the country selector at the bottom of any page.
Do I need an account to order?
No. You can check out as a guest. An account is optional and lets you see your orders in one place.
Is checkout secure?
Yes. Payments are processed through Shopify's secure, encrypted checkout. We never see or store your full card number.
Returns and damaged items
What is your return policy?
You can return a rug within 14 days of delivery for a full refund to your original payment method. See our full return policy.
Do I have to pay for return shipping?
No. Returns are free for orders shipped to Canada and the United States. We send you a prepaid return label, and there's no restocking fee.
What condition does the rug need to be in?
The rug must be unused, undamaged and clean, in its original condition and original packaging, with no odours or pet hair. We suggest keeping the packaging until you're sure you're keeping the rug.
How do I start a return?
Email sales@myrugworld.com within 14 days of delivery with your order number. We'll reply with your prepaid return label and instructions.
When will I get my refund?
Once we receive and inspect your return, we issue your refund to your original payment method within 5 to 7 business days. Your bank or card issuer may take a few extra days to show it on your statement.
Can I exchange a rug for a different size or colour?
The quickest way is to return the rug for a refund (free, within 14 days of delivery) and place a new order for the one you want. If you have questions, email sales@myrugworld.com.
My rug arrived damaged, defective or it's the wrong item. What do I do?
Please check your rug when it arrives. If it's damaged or defective, or you received the wrong item, email sales@myrugworld.com within 48 hours of delivery with your order number and photos. We'll send a replacement or give you a full refund, at no cost to you.
Do your rugs have a warranty?
Many of our rugs list a 1-year limited manufacturer's defect warranty in the Specifications section of the product page. If you think your rug has a manufacturing defect, email sales@myrugworld.com with your order number and photos and we'll help.
Rug care and cleaning
How do I clean and care for my rug?
For most of our rugs the care instructions are: vacuum regularly without a beater bar (or with the brush roll turned off), spot clean spills by blotting with a clean, damp cloth (don't rub), and don't dry clean. Professional rug cleaning is recommended when a deeper clean is needed. The exact care instructions for each rug are listed under Care in the Specifications section of its product page. For more tips, see our rug care guide.
Are your washable rugs really machine-washable?
Yes. Our washable rugs (the Elise collection) are made of polyester and are machine-washable. Follow the care label on your rug for washing and drying, and make sure your washing machine is large enough for the rug size you choose. Between washes, vacuum without a beater bar and spot clean. Don't dry clean.
Can I use an indoor/outdoor rug outside?
Yes. Our indoor/outdoor rugs (the Brighton, Kenai, Melissa and Newport collections) are made of polypropylene for use indoors or outdoors, such as on a patio, deck or balcony. For example, Brighton is described as weather-resistant, stain-resistant and fade-resistant. To clean them, vacuum without a beater bar and spot clean. Don't dry clean. If the rug gets wet, let it dry completely.
Will the colours match the photos exactly?
We work to show every rug as accurately as possible, but colours can look slightly different in person because of screen settings, lighting in your room and the photography itself. If colour is important to you, remember you can return a rug for free within 14 days of delivery.
Sizes and choosing a rug
How do I read your rug sizes?
Sizes are listed in feet and inches, width first. For example, 5'3" x 7'7" means 5 feet 3 inches wide by 7 feet 7 inches long. Our size filters group similar sizes together, so "5ft x 7ft" includes rugs close to that size. Always check the exact size on the product page. Handmade rugs can vary slightly from the listed size.
What size rug do I need?
Measure your room and furniture first, and mark the rug outline on the floor with painter's tape to picture it. Some common guidelines:
- Living room: choose a rug large enough for at least the front legs of your sofa and chairs to sit on it. 5'x8', 6'x9' and 8'x10' are popular sizes.
- Dining room: the rug should extend about 24 inches (60 cm) past the table on every side so chairs stay on the rug when pulled out.
- Bedroom: for a queen bed, an 8'x10' rug placed under the lower two-thirds of the bed is a common choice. For a king bed, consider 9'x12'.
- Hallway: choose a runner that leaves a few inches of floor showing on each side.
- Entry or small spaces: 2'x3' to 4'x6' sizes work well.
Do you offer custom sizes?
We don't currently offer custom sizes. Most designs come in several standard sizes, and many also come as runners, rounds or ovals. Pick your size on the product page.
What shapes are available?
Depending on the design, rugs are available as rectangles, runners, rounds and ovals. Use the Shape filter on any collection page to see only the shape you need.
Do you sell rug pads? Do I need one?
We don't currently sell rug pads. We do recommend using a rug pad, especially on hard floors. A pad helps keep your rug from slipping and adds cushioning. You can find rug pads at most home and hardware stores. Choose one that's slightly smaller than your rug.
Contact us
How do I contact you?
Email sales@myrugworld.com or use our contact form. We reply within 1–2 business days. Please include your order number if your question is about an order.
Do you have a showroom or phone line?
We're an online-only store, so there's no showroom to visit. The best way to reach us is by email at sales@myrugworld.com. We reply within 1–2 business days.