How can I contact you?

Please refer to our Contact Us page.

How do I join so I can place bids right away? Does it cost anything?

Registering at RugHome.com is FREE. Click here to complete a short registration form…and then you may start bidding immediately!

Even though I don't live in the United States, can I bid on products?

At the present time, RugHome.com does not ship to addresses outside the United States.

If I place a bid and I make a mistake or I decide later that I don't want the product, can I cancel my bid?

No. All bids are non-cancelable once submitted. Please bid wisely.

What is a Reserve Price?

The Reserve Price is the lowest price an item can be sold for. This amount is pre-determined and is usually higher than the minimum starting bid price. This price is always kept a secret from bidders. To win a Reserve Price auction, you must place a bid that meets or exceeds the Reserve.

How do I win a Reserve Price Auction?

To win a Reserve Price auction, you must place a bid that meets or exceeds the Reserve Price.

How will I know if an auction has a Reserve Price?

On each product page, there will be a notation under the Bidding Information whether or not an auction is being conducted with a Reserve Price.

Will bids be accepted if they are lower than the Reserve Price?

All bids below the Reserve Price will be accepted; however, if an auction closes and there are bids that do not meet the Reserve Price, those bids will not be considered winners and will therefore move to Closed Non-Winning Bids in MyPage.

How will I know if my bid is lower than the Reserve Price?

If you place a bid that is lower than the Reserve Price, we will alert you in your bid confirmation page and email so you may place additional bids. This will also be noted on your MyBids Detail page.

What is the procedure after the Auction is over and I have won?

At the end of each Auction the winner will receive an Email confirmation with a link to the Auction. Follow the link and sign in to your account and use the "Secure Checkout" button to complete the sale. You will have 3 days from the close of the auction to complete the transaction after which we reserve the right to sell the item to the next high bid. We also reserve the right to cancel your account for violating our policies.

Why didn't the auction close when it says it would close?

Typically, auctions are over at their posted closing times. However, if there are any bids within 5 minutes of the close of the auction, it will be extended until there are no bids for 5 continuous minutes. There is no limit to the number of times an auction can be extended. Therefore, RugHome.com recommends that you check back often as an auction nears closing time.

What information is available on My Home Page?

1) Open Auctions Winning Bids

Open Auctions Winning Bids lists auctions you are participating in that are still open and where your bid is currently high enough to win merchandise.

2) Closed Auctions Winning Bids

Closed Auctions Winning Bids shows auctions in which you had the winning bid.

3) Open Auctions Non-Winning Bids

Open Auctions Non-Winning Bids lists auctions you are participating in that are still open and where your bid is no longer high enough to win merchandise.

4) Closed Auctions Non-Winning Bids

Closed Auctions Non-Winning Bids lists auctions which are over, and for which you were outbid.

Do you have showrooms?

Yes, we have a store in Sterling VA with hopes of having more in the near future. For address and store hours please refer to our Contact Us page.

Which methods of payment do you accept?

We accept Visa, Master Card, American Express , Discover Card and Paypal.

What is the exact shipping cost for this rug?

All rugs have a shipping cost associated with them and that cost is clearly shown on the rugs detail page. Please note the Shipping, handling and buyers premium are not refunable on returned rugs.

Which company do you use for shipping?

We use FedEx for the shipment of our products. We are unable to ship to a P.O. Box.

Are there any other costs associated with the Rugs in Auction?

There will be a handling charge on all rugs which again is clearly marked on each detail page of the rug in Auction. Also on some rugs there may be a Buyer's Premium as well and this percentage is also clearly marked.

What is The Buyer's Premium?

The Buyer's Premium is added onto your high bid price and becomes your total bid at checkout (Plus Shipping, Handling, and Tax if any). The Buyer's premium goes toward paying sale expenses such as advertising.

Can I combine the shipment of my order if I buy more than one rug, or pay a smaller shipping price since the rugs are coming to the same address?

No, this is not possible since each rug needs to be shipped separately for insurance reasons and tracking purposes.

Can I Pick up the rug I won in the Auction from your store so I would not have to pay the shipping charges if I live in the area?

No, Not all rugs are located in our main location in Sterling, VA. Many of the rugs will be drop shipped from other locations. Because of this reason RugHome's policy is not to allow any local pick ups even if the rug is in the main store.

How long does it take for delivery?

Ground delivery usually takes between 5 to 10 business days from the time of shipment.

Can I track my shipment online?

Once your rug is shipped, RugHome will provide you with an online tracking number.

Is the rug I purchased insured?

All rugs are insured during the delivery period. If a rug is delivered to you damaged or is lost during the shipping period you will receive a refund. If you wish to return a rug for any reason, please see Terms and Conditions.

Will the rug I see displayed on the website be the particular rug that is shipped to me?

All rugs with the exception of the program rugs (Hand Tufted and Machine made) are the same as seen on the website and that is the rug that will be shipped out to you.

How accurate are the images?

RugHome makes every effort to match the images as closely as possible to the actual colors. All pictures have been photographed in our studio by our team of professional photographers. However, it is not a perfect process and colors may vary slightly depending on your monitor's settings.

What materials are used in the construction of your rugs?

Most Persian and Oriental rugs are carefully constructed of cotton, silk and wool. Some Machine Made rugs are made with Wool and Heat Set Poly Propylene. The precise materials used in construction of each rug are listed on the details page of each rug.

Do you sell under-padding for rugs as well?

Yes, we do sell under-padding for our rugs and they are available under the Rug Paddings section on our website.

What are the benefits of using under-padding?

Under-padding has many benefits. It holds the rug securely in place to prevent slipping, adds cushioning and luxury, and allows for easier vacuuming. Under-padding also prevents pile crush, protects rugs from the effects of sharp objects like heels, and generally extends the life of your rugs. Its use is highly recommended. For more information on under padding please see the Rug Tutorial page and also the detailed descriptions of each type of padding.

When I opened my rug there were slight folds and creases. Is this normal?

Yes, it is completely normal. In order to protect your rug from damage during shipping, it is folded and rolled into the smallest possible package. Although this may result in slight folds and creases, these normally disappear within a week or so of normal use.

Do you have Certificate of Authentication for your rugs?

No, we do not have a Certificate of Authenticity for the rugs. However, we can have the rug appraised for you and send you an appraisal certificate for a $35 fee.

Returns

See Terms and Conditions.

Damage

If you find that your shipment shows visible signs of damage on receipt, please attempt to open it in the presence of the driver. If the contents of the package are damaged due to shipping process, make sure to document that on the shipping manifest. Damage due to shipping must be reported within 3 business days of receipt of rug to RugHome. See Terms and Conditions

Sales Tax

There is no sales tax charged on rugs shipped unless they are shipped to Virginia. There is a 5% sales tax charged for the state of Virginia.

Privacy Policy

Please refer to our Privacy Policy for information on how we protect your privacy.