Product Questions

Are the colors on your website accurate?

The images we display have the most accurate colors possible. Due to differences in computer monitors, we cannot be responsible for variations in color between the actual product and your screen.
Please keep in mind that there might be a slight color difference due to its handmade nature.

Will the size be exactly as listed?

We do our best to provide you with the accurate dimensions of a product, but please be advised that there might be a variation up to 5% of the listed dimensions. This is normal and is not considered a defect.

Order Questions

How can I check the status of my order?

You may check the status of your order at any time by entering to your account profile. Simply click on MY ACCOUNT to track all orders you made.

How long will it take to receive my order?

Usually we ship all orders within 1 – 3 business days. Lead times prior to shipping may be even sooner. However we guarantee handling time of 1-3 business days.
Once your order has shipped, it may take an additional 3 – 6 business days for actual delivery.

Can I change or cancel my order?

For any shipping change, you may contact us via our customer service option (i.e., website messages, email, phone). Orders may only be canceled if they have not begun the shipping process.

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.

Shipping Questions

What are the shipping costs?

NYC-Rugs offers free shipping inside the United States on all orders over $99.00, excludes Alaska and Hawaii.

Can I add expedited shipping to my order?

FREE Expedited shipping is available for NYC Rugs customers.
Please note, this does not have any effect on the average lead time required to prepare your items for shipment.

Return Questions

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.
1. Goods will only be accepted for return if they are dispatched within 14 days of delivery, unless we have notified you otherwise. In order to initiate the return process, you must email us within 14 days from delivery of the merchandise to obtain a refund number which you must include with your returned package. Any items received by us without same shall be returned to you and no refund will be issued.
2. You can initiate a return for most new and items within 14 days of delivery for a full refund. You must return items in new or unused condition with all original materials included with the shipment. We must receive your returned items at our processing facility within 14 days of delivery. We inspect all returned items and award a partial refund for used products.
3. The item is your responsibility until it reaches us. Therefore, for your own protection we recommend that you send the parcel using a delivery service that insures you for the value of the goods.
4. The cost of returning the item to us is your responsibility.
5. Delivery charges are only refundable where goods are faulty

How much will return shipping cost?

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