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Faqs

Are area rugs covered by a manufacturer's warranty?

Yes. Each rug we sell comes with a full one-year manufacturer's warranty. This warrants the rug against manufacturing defects in workmanship or materials for a one (1) year period from the date of the original purchase. The manufacturer will repair or replace, at its discretion, the rug without charge. Normal wear and tear is not warranted. To register a claim under this warranty, please email operations@shoprhc.com between 9:00 a.m. and 6:00 p.m. Monday through Friday Eastern time. Proof of original purchase is required.

Are there special warranty requirements?

You must purchase and use a suitable area rug pad under your rug for this warranty to apply.

What is not covered by a warranty?

Normal wear and tear is not warranted. In addition, there are outside elements that may affect your rug's appearance over time. Many of these conditions are not covered under the manufacturer's warranty. These conditions are normal and are not considered manufacturing defects. These include, but are not limited to the following:

  • Differences in color and texture from samples or from one rug to another
  • Roll marks from shipping that will disappear with routine vacuuming
  • Seam peaking from rolling the rug that will disappear with reverse rolling
  • Shedding, which will decrease and stop over time
  • Matting and crushing at pivot points and in traffic paths
  • Highlighting and shading from light reflections
  • Normal sprouting, pulls or loss of single tufts of fiber
  • Exposure to sunlight, humidity, heat, chemicals or atmospheric gases
  • Improper maintenance, including use of the vacuum cleaner's beater bar
  • Placing a non-water-resistant rug in a damp or wet area
  • Damage caused by pets
  • Improper cleaning, especially through use of a wet process

Will using my vacuum cleaner's beater bar void my area rug warranty?

Yes. Area rugs manufacturers specifically exclude damage by a vacuum cleaner, including the use of the beater bar. This is not a defect in the rug.

Is shedding a defect?

All hand-made rugs exhibit some degree of shedding, as do rugs containing wool. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop. Regular and frequent vacuuming will help.

Do you ship internationally?

Currently we only ship to addresses in the United States, Canada and Puerto Rico. We cannot ship to PO Boxes or APO Boxes.

What do you charge for shipping?

Shipping is FREE on most orders to any address in the contiguous USA. Shipping to Alaska, Hawaii, Canada and Puerto Rico: In addition to the processing & handling fee of $6.95 you will be billed the actual shipping charge to your destination. This will be calculated and presented to you at the time of checkout. A shipping charge will also be added to your order for any promotional items, such as a free pad, runner or scatter. Canadian customers will be charged for all applicable customs duties, taxes, and brokerage fees in addition to shipping charges.

How do I track my order?

Most orders are shipped via UPS. If possible we will provide you with a tracking number so that you may monitor the location and progress of your order. If you have any questions related to the tracking of your order, please call our Customer Service Department at 973-264-1226 between 9:00 a.m. and 6:00 p.m. Eastern time, Monday through Friday or send an e-mail to: operations@shoprhc.com.

How long will it take to receive my order?

Most items take between five to seven business days to ship, based upon the item's availability. Delivery of items will be dependent on the size of the rug ordered and the shipping location. Most items deliver in two to three days. In some cases,all of the items in your order may not ship together or in the same package.

How do I properly receive an oversized rug?

Prior to delivering your item, the carrier will contact you to schedule a convenient delivery appointment. Please be advised that the driver is only required to deliver the item "curbside" at the end of your driveway. If you require assistance to get the rug inside your home, please arrange for it prior to the arrival of the item.

Please carefully inspect your order upon delivery to insure the merchandise is not damaged. If you encounter a problem, please do one of the following:

FOR VISIBLE DAMAGE: If the packaging show visible signs of damage, open the item immediately to check the contents, and ask the driver to inspect the contents with you. Then write a precise description of the damage on both your copy and the freight carrier’s copy of the delivery receipt.

If you feel like this merchandise is damaged beyond repair, then the merchandise should be REFUSED.

FOR CONCEALED LOSS OR DAMAGE - NO VISIBLE DAMAGE TO THE PACKAGING:

As soon as possible after delivery, unpack and inspect your shipment. Should you discover concealed loss or damage, report it to operations@shoprhc.com immediately.

What is your return policy?

You may return an item for a refund of the purchase price within 30 days of delivery. Return shipping costs are the customer's responsibility.

How much Sales Tax will I be charged?

Regent Home Collection is only required to charge sales tax on orders shipped to delivery addresses in the state of New Jersey. These purchases are subject to a state sales tax of 6.625% of the price of the merchandise.

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