Pace of mind, from the ground up
Our Returns Promise
Because Bringing Home a Rug Should Feel Just Right
At Rugs by Roo, we know how overwhelming it can feel to create a truly healthy home. You’re already making thoughtful choices — eating organic, investing in clean products, protecting your family. The last thing we want is for you to worry about “what if I make the wrong rug choice?”
That’s why we’ve designed a returns process that’s simple, transparent, and stress-free — so you can shop with confidence knowing we’ve got your back.
1. Standard Returns
If you are not satisfied with your purchase, please email us at returns@rugsbyroo.com within 7 days of delivery. We’ll reply with return instructions. Items must be unused, in original packaging, and returned within 30 days of delivery.
Refunds are processed in the original payment form, minus a USD $30 restocking fee and any original shipping costs, duties, or brokerage fees. Refunds take 7–10 business days after the warehouse receives and inspects the item. Depending on your bank, it may take up to 2 weeks for the refund to show on your statement.
2. Final Sale Items
For health and safety reasons, certain brands and product categories are non-returnable and non-exchangeable:
- Oh Happy Home
- Little Cabari
- Leah Singh
- Wigiwama
This also includes:
- All custom orders
- Made-to-order rugs
- Final sale items
- Bedroom essentials (mattresses, linens, baby products)
3. Damaged, Lost, or Missing Items
If you purchased Route Protection, submit your claim directly at claims.route.com.
If you did not purchase Route Protection, contact our Customer Care Team at support@rugsbyroo.com with the following:
1. Photos of the damaged area
2. The rug’s back label
3. A top-down photo of the entire rug (as best as possible)
Please report damages or missing packages within 7 days of delivery (as shown on the courier’s tracking). Reports made after 7 days may not qualify for replacement.
4. Delivery Inspections
At delivery, please inspect your package in front of the courier. If packaging or items are visibly damaged, note the details on the courier’s slip and take photos for your records.
5. Cancellations & Stock Issues
Orders may be cancelled only if they have not shipped yet.
Once shipped, cancellations are not possible.
If an item is out of stock, we’ll notify you with a new estimated delivery. You may cancel at this stage without penalty.
6. Pricing & Adjustments
While we do our best to keep pricing accurate, errors can happen. Rugs by Roo reserves the right to cancel orders due to pricing mistakes or discount errors.
We do offer one-time price adjustments within 10 days of delivery, when you provide proof of purchase and meet the conditions of our Price Guarantee Policy. Price adjustments do not apply during promotional sales periods.
Need Help?
We’re here to make your experience simple, clear, and stress-free.
Email us anytime: support@rugsbyroo.com
