FAQ

Do you accept orders from all 50 US states?

Yes We do

Is it necessary for me to register an account in order to buy an item?

It depends on visitor, you can do guest checkout or create account

Which shipping providers do you use?

We provide shipping with following service

- Fedex
- UPS
- UPPS
- Othes

Do you offer any kind of discounts?

Yes

HOW DO I KNOW MY ORDER HAS BEEN RECEIVED BY RUGFIRE?

You will receive email confirmations. The first email will be an automated response stating that Rugfire has received your order. The second email will be confirming that the order has been entered into our system and stock availability has been determined. The third and final email will be the attached invoice with tracking/shipping information.

I NEED TO CANCEL AN ORDER, WHAT DO I DO?

Please submit an email to hello@rugfire.com to have the order cancelled. All cancellations require a cancel request by email. Please make sure that the subject line states: URGENT CANCEL PO #(list your PO number). Once we have received the request, you will be provided with a cancellation confirmation #. Should you not receive one, please do lets us know as soon as possible.

Do you accept all cards ?

We accept the following major credit cards: MasterCard, Visa, American Express, and Discover. We also accept PayPal, Apple Pay, and Affirm. To learn more about paying for your order with Affirm, please click HERE. At the moment, we cannot accept gift cards or split card payments. If you have any other questions, we're here to help! Just send us an email to hello@rugfire.com.

How can I check the status of my order?

Just enter your email address and order number into our "Check Order Status" tool on the botton this page! Your order number starts with a 00000000, followed by 7 numbers. It should look something like this: xxxxxxx. You can find your order number on your confirmation email. If you haven't received your confirmation email, try checking your spam folder. Remember, if you're having any issues, you can always send us an email to hello@rugfire.com. We're here to help!

How long will it take to receive my order?

In stock items usually leave our warehouse within 48 hours. Once your order has shipped, it may take an additional 3 - 10 business days for actual delivery, depending on your location. I only got one of my items. Where is the rest of my order? In order to get you your items as quickly as possible, we ship out each item as soon as it is ready. You may receive some parts of your order sooner than others as a result. As always, if you have any questions, we're here for you! Just send us a note to hello@rugfire.com, and we'll be happy to help. Please note: in some rare cases, some of our back-ordered rugs may be discontinued by our suppliers after you have purchased a rug. In this case, we will have to cancel your order and give you a full refund.

Can you tell me when an item will be back in stock?

Of course! If you see an out-of-stock item that you like, enter your e-mail address into the field titled "Notify me when this product becomes available." We'll make sure to send you a note as soon as we get it back in our hands (so the rug can make it to yours!)

My rug is shedding, is this normal?

Don't worry! It's normal for new rugs to shed yarn fibers. Depending on the weave type of your area rug and where it is being used, it may continue to shed over the span of its lifetime. Proper and regular vacuuming will help pick up rug fibers and keep the rug looking fresh and clean.

How do I care for my area rug?

Vacuum regularly. Do not use a beater bar attachment. If you cannot remove the beater bar, raise it as high as possible and vacuum carefully. When vacuuming, use the lowest available setting to prevent fibers from being pulled out of the rug backing. Sprouts that appear on the surface of the rug should be snipped at level. Do not pull the fiber out. If you own a natural fiber rug, be sure to vacuum the area underneath the rug periodically. Spills should be cleaned immediately using a clean white cloth. Avoid rubbing, as this may push the stain deeper into the rug. To promote even wear of the rug surface, rotate regularly. Avoid exposing rugs to continuous direct sunlight. This will cause colors to fade over time. For deep cleaning, professional assistance is highly recommended.

Are the colors on your website accurate?

The images we display have the most accurate colors possible. Please keep in mind that color variances may occur with handmade items; remember, these pieces are unique and made by local artisans! In some instances, patterns may vary according to size as well.

Do I have to pay for shipping?

At Rugfire, shipping is always FREE to the contiguous United States.