General Questions

Do you price match a competitor's pricing?

Yes, Floor-USA guarantees our valued customers a commitment assuring that they will receive the best value on every purchase of our deluxe rugs. We have a policy that attests that if you should find a lower price on an item we sell, we will beat any advertised price you find on any of our rugs, whether online on or in a local store with an extra 10% off.

What are the accepted methods of payment?

We accept the following major credit cards: MasterCard, Visa, American Express, Discover and PayPal.

When will my account be charged?

All orders placed via our website are charged at the point of sale. This includes purchases made for back ordered items.

Can I use a gift card to make a purchase?

No. Our system will not accept gift cards as a method of payment.

Can I split payment between multiple credit cards?

 Unfortunately, no. Only one method of payment is accepted per order.

Order Questions

How can I check the status of my order?

You may conveniently check the status of your order at any time by using our order status page. Your order ID number can be found within the subject line of your order confirmation email. If you have not received your confirmation e-mail, please check your spam folder. You can also contact customer service for further assistance and we would gladly help you out. 

Can I change or cancel my order?

Orders cannot be changed once they have been submitted. Orders may only be cancelled if they have not begun the shipping process.

To request a cancellation, please contact customer service by filling out the e-mail request. You may also call us at 1-706-618-8409 to request assistance. Cancellation requests will only be processed during normal business hours. Please keep in mind that as all orders begin processing immediately once received, cancellation cannot always be guaranteed. We strongly advise that you carefully review the details of your order prior to clicking the "place order" button.

Can I hold parts of my order?

Once we have received your order, it begins processing immediately. We cannot hold order items in our warehouse or postpone a delivery date. 

How long will it take to receive my order?

In stock items usually leave our warehouse within 1 - 3 business days. Lead times prior to shipping vary by brand and are clearly displayed on every product page. "lead times" are the average number of days it takes for order items to be prepared for shipment. 

Once your order has shipped, it may take an additional 2 - 5 business days for actual delivery.

I have not received parts of my order.

Items on your order are shipped "as ready". You may receive some parts of your order sooner than others as a result. If tracking information has not been assigned to the items on your order within the average lead time displayed, please contact Customer Care for further assistance. 

Product Questions

Are the colors on your website accurate?

The images we display are hi-res images that have the most accurate colors possible. Please keep in mind that color variances may occur with handmade items. In some instances, patterns may vary according to size as well. These are not considered defects. 

Will the sizing vary from what is listed?

We do our best to provide you with the most accurate dimensions of all of our products, but please be advised that variations may exist by up to 5% of the published dimensions. This is normal and is not considered a defect.

How do I care for my area rug?

To care for your 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. 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. 

Will my rug require a rug pad? 

Yes. We highly recommend the use of a non-slip rug pad to prevent the slipping and sliding of your area rug.  

My rug is shedding, is this normal?

It is normal for new rugs to shed yarn fibers. Depending on the weave type of your area rug, 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.

Return Questions

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.

Please email customer service at service@floor-usa.com or call 706-618-8409 for any questions or concerns. 

How do I return an item?

Items eligible for return must be within the accepted return date and in the same condition that it was delivered to you.  

To initiate a return: Enter your order number and email customer service Sales@ruglegend.com.

A return authorization number will be issued; be sure to clearly write this number on the outer packaging of your area rug. Otherwise, your return may be refused or incur a 25% restocking fee. 

Will I have to pay for the return shipping if I decide to return my item?

Yes. While we often give free shipping on orders to customers, we are not able to offer free shipping on returns. We do however discount our return shipping rates for your convenience.

How much will return shipping cost? 

The price of a return label depends on the size of the product being returned and is automatically calculated for you at the time of the return. We also take into consideration the product weight, distance to travel, and dimensions for you based on the item you ordered. 

I refused delivery of my item.

No returns will be accepted without a return authorization number. If an item is received without proper authorization it may be refused or incur a 25% restocking fee. Only items damaged in transit may be refused at the time of delivery.

Shipping Questions

What are the shipping costs? 

At Floor-USA, shipping is always FREE to the contiguous United States.

If you are shipping your package to Canada, please be advised there is a 35% shipping charge. Additionally, you will be responsible to pay any duties, brokerage and customs fees upon delivery. 

How will my item ship?

We ship packages with FedEx, UPS, or USPS ground service. Over-sized items that are too large or too heavy will be shipped with ground couriers. 

My item shipped via FedEx. How do I track it?

When your item ships, a bill of lading or PRO number will be provided. You may track the status of your shipment at www.fedex.com or call 800-463-3339.

Do you ship to Alaska or Hawaii?

Unfortunately, no. We ship only to the 48 contiguous United States. This does not include Alaska, Hawaii, or any U.S. territories. 

Do you ship internationally?

Unfortunately, we do not.