How can we help?
Answers about orders, shipping, returns and care. Can't find yours? Email info@rugbranch.com or chat with us, Monday to Friday, 9 am to 5 pm ET.
Orders and shipping
How much is shipping?
Shipping is free on orders of $50 or more. Any shipping cost for your order is shown at checkout before you pay.
When will my order arrive?
Delivery usually takes 1 to 3 business days across Canada, and 1 to 5 business days to the USA.
How do I track my order?
As soon as your order ships, we email you a tracking link. Can't find it? Check your spam or junk folder, or email info@rugbranch.com with your order number.
Can I cancel or change my order?
Yes, as long as it hasn't shipped yet. Email info@rugbranch.com with your order number as soon as you can. Once an order has shipped it can't be cancelled, but you can return it within 30 days of delivery. A return fee of $50 per product ($100 for rugs 9'x12' and larger) is taken off your refund.
What if my order arrives damaged or I received the wrong item?
Please check your order as soon as it arrives. If your rug is damaged, defective or not the item you ordered, email info@rugbranch.com right away with your order number and a few photos, and we will make it right.
Returns and refunds
What is your return policy?
You can request a return within 30 days of delivery. The rug must be unused and in its original condition, free of debris, stains and signs of wear. A return fee of $50 per product ($100 for rugs 9'x12' and larger) is taken off your refund. Final sale items can't be returned.
How do I start a return?
Email info@rugbranch.com or chat with us on the website, with your order number. We will send you a prepaid return label and simple instructions. Please don't send anything back before you have requested a return, as we can't accept it.
How long does a refund take?
Once the carrier picks up your return, it usually takes 1 to 6 business days to reach our warehouse. We then inspect it and issue your refund within 1 to 4 business days, back to your original payment method. Your bank or card company may take a few extra days to post it.
Do you offer exchanges?
We don't swap items directly. The fastest way to get the rug you want is to return the one you have and, once the return is approved, place a new order for the replacement.
Can I return a final sale item?
No. Final sale items can't be returned. If you're not sure whether an item is final sale, contact us before you order.
Products and care
Can I put my rug in the washing machine?
Our machine washable rugs can go in the washer. Check the Washing Machine Guide to see which rug sizes fit your machine.
Sizing
How do I find the right size?
Browse every size in Shop by Size. Have a question about a size? Email info@rugbranch.com or chat with us.