Great News! We offer a Free 30 Day Returns Service.........
On all orders over $150. If you inform us within 30 days of receiving the product then you will qualify for our free returns service.
Simply email us at helpUSA@runrug.com to make us aware of your return. We shall then arrange a collection to take place. The item/s will be collected from your address and returned back to our depot 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 that had been paid at the point of the order being placed.
If your order is under $150, 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 $150, 1ft Lengths, Clearance Runners, Bespoke Stair Rods, Bespoke Brink & Campman, Bespoke 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® USA 3390 Rand Road STE D South Plainfield NJ 07080-1307
Order Despatch...... We aim to ship all orders within 24 business hours with an aim to be delivered within 4 business days. Orders that contain stair rods may take longer to ship as some of the ranges are custom made. Please see your order confirmation for further details on this.
Tracking Your Order....... As soon as we have shipped your order you will receive an email notification. If you would like to obtain the tracking details, please contact us and we will provide the tracking number and tracking link. Should you not have received your goods with in 4 business days of your order then you are welcome to get in touch with our customer care team and we can track it for you.
Special Instructions.......... You are welcome to make known any special instructions regarding the shipment or shipping method, such as leave with a neighbor. Please note that the courier will not leave the product without a signature unless we have notified the courier of any other arrangements.
Missed Shipment.......... If no one is available to accept the item then the courier will leave a calling card. This will have the contact details to rearrange shipping for a convenient day to suit you, although they may automatically attempt re delivery the next business day.