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FAQ

General

The name Roo was inspired by the young kangaroo character in Winnie-the-Pooh, a classic children's story series. Roo was a fun character who hopped and played alongside Pooh and other friends, often getting into messes and situations.

You may have your own version of Roo in your home, be it a young child or a pet. The idea is that even if your Roo makes a mess on the rug, it can be easily cleaned in the washing machine!

We are an online-only store. Our owners are based in Vancouver, British Columbia, Canada.

First and foremost, our brands must enforce anti-child labour practices throughout their entire supply chain from the sourcing of raw materials to the final stages of rug production.

Secondly, we value the health of our families and our planet. We source rugs made from natural fibres, non-toxic chemicals and dyes as we feel these are the safest options for our families.

Thirdly, as parents too, we fully experience and understand the challenges of running a household of kids and pets. We value brands that take this into consideration, offering low maintenance and high quality rugs that last for many many years.

While we would love to meet and greet our customers in person, we currently do not have a brick and mortar location. If you are in the Vancouver, British Columbia area, feel free to reach out to us as we may have a pop-up store near you.

We curate and support brands that enforce anti-child labour practices so that our customers can shop consciously and ethically. But we understand that this isn't enough. Our commitment is to take a proactive approach in ending child labour by supporting the goals and mission of GoodWeave International, an organization dedicated to taking a holistic approach to resolving child labour, forced labour and bonded labour in global supply chains. To learn more, read about our Social Mission here.

Rug Care

With all handmade tufted rugs, there is shedding during the initial 2 to 4 months of usage. It does not mean your rug is balding. The shedding comes from the trimming process when the rug is hand cut to its desired pile height with shears. Shedding will be more prominent in rugs with a long, shaggy pile.

To reduce shedding, vacuum the rug regularly with bristles up. If your rug is one of those machine washable rugs, consider giving the rug it's first wash.

It depends on the washing capacity of your washing machine and also the size of the rug you are interested in. For details, check out this blog post we wrote on Washing Machine Rug Guide.

All rugs have care instructions on a sticker on the reverse side as well as on the Product Description page of our website. It is important that you read this carefully. If in doubt, feel free to contact our Customer Care team at support@rugsbyroo.com for help.

On our website, every Product Description page contains a section called 'Care Instructions' where you can learn how to care for your rug and whether or not it is machine washable.

The brands that we carry in our store that offer the widest selection of machine washable rugs are Lorena Canals and Oh Happy Home!

A rug pad is recommended for most rugs to prevent slippage and also add an extra layer of cushioning for your feet. Rugs where a rug pad is not recommended include outdoor patio rugs, bath mats and kids' play rugs.

Look for the care instructions tag on the back of the rug. If your rug is machine washable, then that's easy. Just roll it up and toss it in your washing machine. Follow the instructions on the back for proper wash and dry cycle settings.

If your rug is not machine washable, you will want to grab a white absorbent towel and dab the area to soak up as much pee as possible. Do not rub as rubbing will damage the rug. Once you think you've absorbed most of the pee, check the underside of the rug and dab any excess that may have seeped through to the bottom of the rug. Spray the pee area with white vinegar to help get rid of the odour. Let sit for approximately 5 to 10 minutes. Sprinkle baking soda onto the area and allow baking soda to soak up any residue moisture. Finally, vacuum the area with bristles up.

Order & Delivery

When you are ready to checkout, there will be a box on the checkout page for you to enter a Promo code. If you have one, enter it there and the discount will be applied.

If you get an error message, the Promo code has either expired, is invalid or you have not met the requirements for the promo. Feel free to reach out to support@rugsbyroo.com for clarification.

We do have colour swatches available for certain rug brands and for our custom rug collections. Feel free to email us at support@rugsbyroo.com to inquiry about getting a swatch. A refundable deposit and shipping fees may apply.

While we do try our best to keep our inventory levels updated regularly, there are certain brands that don't allow us to do so. Feel free to reach out to us if you'd like us to do a stock check for you. You can email us at support@rugsbyroo.com or call/text us at 1-833-766-7847

For in-stock items, your order is typically processed within 3 to 5 business days and delivered within 1 to 2 weeks if you reside in the USA.

If you are ordering from Canada, most orders are delivered within 2 to 4 weeks.

Custom orders and certain worldwide brands may take longer than the above mentioned timeframe to arrive. Such details are usually noted on the Product Description page or you will be notified by email.

Yes we do! You can find them here. If you would like to purchase a Gift Card in an amount not listed, feel free to email us at support@rugsbyroo.com and we can create a custom gift card just for you.

At checkout, you have the option of providing an email address or a telephone number. If you provided a telephone number, then your order confirmation will be sent to you via SMS text.

If you would like your email address added to your account for order related correspondences, visit our website and select 'Login' at the top right corner of the screen. Log into your account and add your email address. Alternatively, email us at support@rugsbyroo.com and we can help get you set-up.

When you place your order online with us, we will perform an authorization on your credit card to verify that the funds are available. This authorization may place a temporary hold on the funds while your order is being processed. The funds are withdrawn from your account once the shipment of your order is confirmed. If an order that you placed is not in stock, you will be notified and your credit card will not be charged.

Yes! Feel free to call us at 1-833-766-7847 if you would like to place an order by phone. If we are not able to answer your call right away, leave us a call back number where you can be reached and we will get in touch with you as soon as we can.

All customs duties, taxes and brokerage fees are included in our shipping policy and you will not have to worry about "extra" charges. If you do get a bill for such charges, reach out to our support team support@rugsbyroo.comimmediately to get this cleared up.

If your item is out of stock, we will reach out to you by email or telephone depending on which method of communication you provided us at the time you placed your order.

Your credit card will not be charged until we receive instructions from you on how you want to proceed.

We use a varity of shipping carriers depending on the brand and where you live. Most shipments within the US are shipped via FedEx or UPS. Most shipments within Canada are shipped via Canada Post or Canpar.

If you change your mind about your order, do contact us immediately at info@rugsbyroo.com with your order number and name. We try to process orders within 3 to 5 business days of receiving your order. If your order has already been shipped, we won't be able to cancel it.

Email us at support@rugsbyroo.comimmediately with your order number and name.

If you provided us with an email at the time you placed your order, you will receive a confirmation email to your inbox. Check your spam folder if you do not see it.

If you provided us with a telephone number at the time you placed your order, you will receive a confirmation notice by SMS text.

If you do not receive either from us, chances are you may have misspelled your email or number when you placed your order. Get in touch with support@rugsbyroo.com to get this corrected.

Simply enter the desired destination on the shipping information page at checkout.

Returns & Exchanges

Take photos of the damaged area and email us at support@rugsbyroo.com. In the email, include your order number, name and a detailed description of the defect. Also include a photo of the product label on the back of the rug.

Once we receive your request, we will forward all information to our supplier for review. The entire process may take up to 10 business days depending on the situation and time of year.

We accept returns for most items within 14 days of delivery. There are some exceptions that apply to certain brands. Please visit our Return Policy page for details. We currently are unable to accept returns within Canada.

To request a refund, email info@rugsbyroo.com with your order number and name.

Refunds are generally processed within 5 business days once your returned item arrives back at our facilities. Since all our online orders require credit cards as the method of payment, your refund will be issued as a credit back to the same card used to make the original purchase. Depending on your credit card processing time, this can take between 2 to 4 weeks.

First step is to email us at returns@rugsbyroo.com. We will send you return instructions within 48 hours on where to ship the rug.
Note that your rug must be in new condition with original tags still attached. Unless it is a product defect, you are responsible for paying for the cost of return shipping.

Next, package the rug in its original packaging and determine the weight and dimensions of the box. Select your carrier of choice and generate a shipping label for your return. Once you have a tracking number, be sure to email the tracking number to returns@rugsbyroo.com so that we can track your package back to the warehouse.

Once we receive your rug, it will be inspected and a refund will be issued to you if all is well. This process may take up to 5 business days. Your refund confirmation will be sent to you via email and a refund will be issued onto your original method of payment. For more information, view our Return Policy.

A gift card can be returned within 30 days from the date of purchase and as long as it has not been used. The amount will be refunded using the original payment method.