Are your products in stock?
Unlike many other online flooring retailers most of our products are available in stock and ready for next day despatch. If you wish to order a large quantity of a particular product please contact us to ensure we have your required number in stock.
What is the best way to contact you?
Email: helpUSA@runrug.com
Do you ship outside the USA/internationally?
Yes, we can ship to many international locations. Please contact us for more information and costs.
Do you ship to to all USA states?
Yes absolutely!
How will my order be shipped?
All of our products products are despatched using a trust worthy, reliable courier. They provide a high quality service; all parcels are signed for giving you peace of mind that your product will not end up in someone else’s hands. We can provide a tracking number upon request after the order has been despatched.
How long does shipping take?
We despatch items Monday through Friday (excluding Public Holidays).
We cannot give a precise time for delivery but deliveries are made between 9 A.M. and 5 P.M
* We endeavour to ensure that all products are shipped in the time frame stated; however as we despatch using a third party courier, occasionally items may be delayed without our knowledge. If there is a problem with your delivery please get in contact with us as soon as possible and we will follow it up for you.
Can you tell me what time my product(s) will be delivered?
As we use a third party courier company we cannot provide you with an exact delivery time. Deliveries are made between the hours of 9 A.M. and 5 P.M. We can provide you with a tracking number and details so that you can track your order.
Can I track my order?
We can provide a tracking number and all relevant details to your delivery; all you have to do is contact us and request the tracking information and we shall guide you through the tracking process.
Do you have a returns policy?
Yes we have a 'no quibble' returns policy. If you are not entirely happy with your purchase, you can return the goods in their original packaging, undamaged, within 30 days, for a full refund of the purchase price or an exchange.
* Please return the item to us within 30 days of taking delivery of the product.
* It is the responsibility of the customer to meet the carriage payment on items returned.
* We advise you obtain proof of postage and ensure goods are adequately insured during any return journey.
* If you return an item that is damaged, we shall either replace the product or issue a refund at your request.
* If the reason for the return is in any way our fault, we shall refund all postage costs occurred.
* Whilst every effort is made during photography processes, to accurately reproduce colors we do not accept any responsibility for the payment of returning items if there has been a misrepresentation of color.
*Please note that items purchased which are identified on the product listing as Bespoke Product / Made to Order are not eligible for free returns and refunds, additionally 1 foot hall/stair runners and singular rod orders are considered to be sample options and therefore are also not eligible for free returns or refunds.
* This does not affect your statutory rights as a consumer.
Can I specify a different delivery address to the billing address registered with my card?
Yes, this is no problem at all. This will be an option available to you when you enter our secure online checkout. If you would like to change the shipping address after you have completed the checkout please contact us and we will do our best to arrange it.
How secure is online payment?
At Runrug we are very security conscious and so we use strong SSL encryption on any pages where you enter your personal details. You may pay online using PayPal or any of the credit and debit cards shown on our website. Online credit card and debit card payments are handled by our secure online payment provider. Together they provide a secure internet payment system for both credit and debit card payment. All payment information is securely encrypted using state of the art SSL encryption (see below for details).
What is SSL and how does it protect my privacy?
The SSL protocol in use on this site is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that private data sent to a Web site, such as credit card numbers, are kept confidential.
What are the quality of your items like?
Runrug deals only with reputable manufacturers and importers and so whether you are purchasing one of our budget products or our superior quality products you can be assured that they have been made to a high quality standard. As with all goods available for purchase, quality varies with price and so it follows that more expensive items will generally be manufactured to a higher quality due to the use of better materials and more dense piles.e.
Has child labour been used in manufacturing your products?
NO! We are an ethical retailer. We and our suppliers support all initiatives opposed to child labour across the world.
How accurate are the colors?
We are constantly reviewing and improving pictures to ensure they are as accurate as possible but there are too many variables for us to be able to guarantee that all products will be exactly the same color as depicted on your screen. If in doubt contact us and where possible we will try to describe the colors for you.
How do I care for my product?
Regular vacuuming and general cleaning on a periodic basis will help to ensure that your item looks good for as long as possible.
