RUG RUNNERS - choose any length!
FREE SHIPPING - on orders over $150!
FREE RETURNS - 30 day return policy!

Help & Contact

Please select the subject below and click for more information.
  • Are your products in stock?

    Yes! We stock over 95% of our products available online ready to be despatched the next working day. Products that are not in stock are typically made bespoke and have a clear message stating how long they take to deliver.

    If you require a substantial amount please email help@runrug.com where a member of staff will be happy to check stocks and reply within 24 hours

  • How secure is your online payment?

    At runrug® we are very security conscious. We use strong SSL encryption on all pages you enter personal details. You may pay online using your card (all available cards are listed at the bottom of our website) or PayPal account.

    Online credit card and debit card payments are handled by our secure payment provider. They provide a secure internet payment system for both credit and debit card payment. All payment information is encrypted using state of the art SSL encryption.

  • 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 confidential data sent to a Web site, such as credit card numbers, are kept private.

  • How long does shipping take?

    We aim to deliver 4 working days from when you place your order, some custom size products such as rods can vary. We send tracking information via email so you can follow your item(s) journey and your product will be sent through a reputable courier. Should you require more information please feel free to email help@runrug.com and we can chase the progress on your behalf.

  • How will my runner be delivered?

    Your product will be delivered by a reputable courier. They provide a high quality, express tracked service. The courier will ask for a signature from anyone who signs on your behalf giving peace of mind. All tracking numbers will be emailed to the address provided at the time of ordering.

  • Can I track my order?

    Yes you can! Once we have booked your parcel in with the courier we shall email tracking information. With this information you can follow your product on its journey. Further information will be attached to the email we send to you.

  • Do you have a returns policy?

    Returns on orders over $100 are free. All you need to do is email help@runrug.com or call and we shall ensure we arrange the return for you.

    The item/s will be collected from your address and returned back to our warehouse or we will send you a returns label to drop off at a local drop off point. Upon return, we will refund the value of the item/s excluding any shipping fee's that had been paid at the point of the order being placed.

    If your order is under $100 (excluding shipping), then please arrange to send it back to our address at your own expense.

    • Items must be packed in exactly the same format they were despatched. If the items are packed larger than they were shipped, we will incur further shipping charges which will be deducted from the refund, or were necessary charged to you (the customer).
    • We must be notified within 30 days of the order being received. Please note that the process of arranging the collection however may take longer.
    • Shipping costs paid on the original order are not refundable.
    • Please return the item to us within 30 days of taking delivery of the product.
    • Send the product back to us in an unused condition and in its original packaging.
    • Enclose your invoice in the package with instructions to either refund or exchange.
    • We advise you obtain proof of postage.
    • If you return an item that is damaged, we shall either replace the product or issue a refund at your request.
    • 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.
    • This does not affect your statutory rights as a consumer.

    *Please note that the following products are excluded from our free returns service and 30 day return policy......Orders under $100 (excluding shipping), 1ft Lengths, Clearance Runners, Made to Order Stair Rods, Made to Order Brink & Campman, Made to Order Alternative Flooring, and Opened Wedding runners.

    Should you need to send a product back to us on your own accord then our returns address is as follows:- 

    runrug®
    3390 Rand Road STE D
    South Plainfield
    NJ
    07080-1307

  • How true to life are your product images?

    Very true, as true as can be…. We do not use the stock photo provided by the manufacturer, we get the real product and take a photo ourselves to ensure the colors are as true to real life as possible. As with any type of internet shopping different screens have different resolutions so each item may look different depending on the device, HOWEVER, we believe the representation is as true as we can possibly make it.

  • What are the quality of your items like?

    We deal with many manufacturers; therefore, the quality differs range to range. We have traveled the world to find manufacturers that represent not only high quality but good value also. We have product descriptions next to each product and we are also happy to discuss should there not be enough information on our site or email.

  • How do I care for my product?

    Typically, we suggest spot cleaning your product, of course the more stubborn the stain the more effort said stain will require. For general cleaning, we recommend vacuuming but please be careful around the perimeter as some vacuums can snag the edges. Any product that has 100% Polyamide or 100% Polypropylene is bleach cleanable so a white cloth and diluted bleach will bring out nearly any stain. Please be careful with any excessive liquid on carpets, if it is allowed to soak into the backing it can lead to the carpet distorting in shape.

  • What if I miss my delivery?

    Our courier will send a text/email regarding delivery, should you miss them they will leave with a neighbor or return to depot and await further contact from you. 

  • What is the best way to contact you?

    Got a question? - Have a problem?

    There are numerous ways in which you can contact our customer care team to get help: -

    1) Complete the form here and we will reply via email within 24 hours.
    2) If you would like a call back, please click here
    3) Open the message box in the right corner
    4) See our Helpdesk and our FAQ's - Click here

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    Our office hours are 8 AM to 6 PM (ET) - Monday to Friday

    Our address is: -

    runrug USA
    3390 Rand Road STE D
    South Plainfield
    NJ

    07080-1307

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