At Rugs by Roo, we stand behind the quality of our products and want every purchase to be a positive experience. We will do our best to make things right if you are not satisfied.
If you are not satisfied with your purchase, you must contact us within 7 days of your delivery by sending an email to email@example.com. A customer representative will reply with instructions for the return. The item must be returned within 30 days of delivery. Return shipping and return pickup fees are the customer's responsibility and are nonrefundable.
Returns are refunded in the original payment form for the item's purchase price less a USD30 restocking fee, and any shipping, duties and brokerage fees incurred during original shipment. Shipping and handling charges are non-refundable unless the item received is damaged, defective or incorrect. Taxes charged are refunded in accordance with state and local laws. Returns sent via USPS that arrive with postage due will be returned to sender.
Once the item is received at the warehouse, please allow us 7 to 10 business days to inspect the item. We appreciate your patience and you will be notified once the refund has been issued. Note that depending on your method of payment, it may take up to 2 weeks for the refund to appear on your statement.
It is highly recommended that an email address be provided when placing an order such that tracking information can be shared once the items are dispatched from the warehouse.
If your item is missing, lost or was received damaged and you purchased Route Protection, please submit a claim at claims.route.com immediately.
If you did not purchase Route Protection, please reach out to our Customer Care Team at firstname.lastname@example.org.Include photos of the damaged area, the label on the back of the rug and a topdown view of the entire rug as best as possible.
It is the customer's responsibility to report any missing packages or damages within 7 days of delivery of the package. The delivery date is as indicated on the courier company website. If orders are reported missing, lost or damaged more than 7 days after the delivery date, our customer service team will try our best to resolve the issue but are not responsible for any losses suffered as a result.
All custom orders, made-to-order rugs, items purchased as final sale and bedroom essential items such as mattresses, bed linens and baby essentials cannot be returned or exchanged. These brands include:
- Organic Weave - Studio Sirio - Little Cabari - Leah Singh - 4Favorites - Naturepedic - Lullaby Earth - Nook Sleep - Blaynk - White Lotus Home
During the delivery of your order, it is important to check that your package has not been damaged during transport. This must be done in the presence of the delivery person. If the packaging on your shipment and/or the item(s) is/are damaged, you must enter the details of the damage on the Shipper's Delivery Slip. We also recommend taking photos.
If your item was received damaged and you purchased Route Protection, please submit a claim at claims.route.com immediately.
If your item was received damaged and you did not purchase Route Protection, please reach out to our Customer Care Team at email@example.com. Include photos of the damaged area, the label on the back of the rug and a topdown view of the entire rug as best as possible.
If an item is out of stock, you will be notified by either phone or email with the estimated restock and delivery date. Should you choose not to wait for the item, you may cancel your order and your credit card will not be charged.
In-stock items typically ship within 1 to 3 business days of placing order. If you change your mind about an order after it has been placed, please contact us immediately. If your item has not been shipped yet, we will gladly cancel your order. Orders cannot be cancelled or modified in any way once it has been shipped.
While we try to maintain accurate pricing on our website, human errors may exist. Rugs by Roo retains the right to cancel any orders due to pricing errors, incorrect application of discounts or any other unforeseen errors.
A one-time price adjustment is offered when an original sales receipt or proof of purchase is presented within 10 days of order delivery and meets the terms listed in our Price Guarantee Policyon our website. Price adjustments are not offered during promotional periods.
The rug I originally received was a strange colour and very different to the photo. I started an online chat with Rugs by Roo and showed them the photo. They agreed it looked off, double-checked with the manufacturer, and confirmed it was not correct. They immediately sent a replacement rug—what was even more impressive was I didn’t have to follow up about anything! They took care of it all quickly and smoothly. The new rug was much better, and they said to donate the former rug to a local charity instead of sending it back. THAT is excellent customer service!! 10/10 would recommend. The rug itself is super cute, although a bit less saturated in colour than the photos shown above. Love the eco-friendly and social responsibility initiatives, too!