Frequently Asked Questions

Please note that this FAQs page is regularly updated with most common customer queries/questions. If this FAQs page doesn't answer your question, use our Inquiry Form to write to us. You'll receive a reply to your question in next 24 hours. Click the shortcuts below to jump to the appropriate section.
Shopping - Payments - General Inquiries - Website - Shipping -


Shopping

1. How do I go about purchasing a item?
Browse through the website to find suitable item(s) of your choice. If you don’t find what you are looking for, use the search feature on the website or write to us. 

When you have found a item you would like to purchase, please click on the "rugshug Cart" button within the carpet’s details page. A "details" page for a particular item can be accessed by clicking on the item's thumbnail image. 

Repeat this process for any other items you wish to purchase. 

Once you are ready to make your purchase, please scroll to the bottom of your shopping cart and click the "Proceed to Checkout" button. This will take you to 2CheckOut.com website; 2CheckOut™ is a leading merchant services provider and handles credit card transactions for Al item. Follow the instructions on 2CheckOut's web site to complete your purchase. 

Once we receive notification of your payment from 2CheckOut™, we will ship your item(s) in the next couple of days and send you a DHL, FedEx, or UPS tracking number via e-mail. This will enable you to track your item(s) online during the course of the delivery period. 
2. I like a item on your website. Is it available in stock? 
Items on our web site are almost always available, as the web site is updated continuously to remove out of stock items. However, as our stocks are located at many different warehouses over Pakistan and Afghanistan, we recommend to confirm the availability of item(s) before you purchase the item online. 
3. How do I go about purchasing a item?
Browse through the website to find suitable item(s) of your choice. If you don’t find what you are looking for, use the search feature on the website or write to us. 

When you have found a item you would like to purchase, please click on the "rugshug Cart" button within the carpet’s details page. A "details" page for a particular item can be accessed by clicking on the item's thumbnail image. 

Repeat this process for any other items you wish to purchase. 

Once you are ready to make your purchase, please scroll to the bottom of your shopping cart and click the "Proceed to Checkout" button. This will take you to Paypal website; Paypal is a leading merchant services provider and handles credit card transactions for Al item. Follow the instructions on Paypal's web site to complete your purchase. 

Once we receive notification of your payment from Paypal, we will ship your item(s) in the next couple of days and send you a DHL, FedEx, or UPS tracking number via e-mail. This will enable you to track your item(s) online during the course of the delivery period. 


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Payments

4. What are my payment options?
We prefer to accept payments online at our website via PayPal, American Express, Diners Club, Discover, JCB, MasterCard, Visa credit cards or Online check through2CheckOut. However, if you want you can also pay through Bank Transfer. You can also contact us to inquire about more payment options.
5. Can I pay through bank transfer?
You can also pay for items through a direct bank transfer. For bank transfer, we offer 6% discount on listed prices. For further information on how to purchase items through a bank transfer, please contact us via email. Bank fees for transfers are normally US$20 – US$40.
Also note that your items will be shipped as soon as we receive your payment. The bank transfer normally takes 3-7 days.
6. Why there is a delay for my online check payment verification?
If you pay with an online check through our online payment system on 2Checkout, there will be a delay of up to 10 business days. This delay is caused by the mandatory bank verification and other related procedures to confirm the payment of check from the concerned bank. Unlike other companies in US, with us it would be faster to use credit card instead of an online check.
7. Is your website secure for online shopping? 
Please read more at our Policy page here.


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General Inquiries

8. Why your items are cheaper than others?
By providing items directly from the source without any middleman, we're able to offer you items at unheard of retail prices. Our prices are normally 50%-80% less than the retail prices in US and Europe. While shipping with us, you only pay a fraction of what your local retail store charges for items of equivalent quality.
9. How accurately your pictures reflect the actual colors of item?
We take extra care while taking and editing item photos. For the very reason, we take photos with high-resolution cameras and use best graphics softwares on standard monitors available to edit them for you. We match each and every color as it is in the carpet. Please note that colors in carpet photos may vary in relation to your monitor's quality and settings. We recommend that you check the images on atleast two different monitors before making a purchase. For your help we also state the most dominating color in item.
Still, the photos of our items cannot portray the softness and suppleness of the wool, the tightness of the weave, the item's overall fineness, or the beauty and accuracy of the colors, for example - plus, this is exacerbated by the fact that all monitors display colors differently.
Obviously nothing can compare to seeing and handling our items in person. We want you to experience our items for yourself, in your own home - with never any obligation to buy.
10. I like a item on your website. Can you hold it for me for a few days?
Yes. If you like a item and want us to put it on hold for you, let us know through email. Your item will be put on hold for a week. If you don’t reply within a week, it will be made available for other customers to buy. To put a item on hold for more than one week, an initial amount of 10% would be required, which is refundable.
11. What is your Refund/Return policy?
We are 100% behind the carpets we sell. If you're not satisfied with carpet you've purchased from rugshug.com, we would be happy to refund if you can contact us within 7 days of receiving it. After the initial period of 7 days, rugshug.com does not accept any responsibility of your purchase.
Also note that as we operate on very low margins, hence we do not encourage customers to adopt a "buy to try" approach.
12. When should I expect my refund? 
Refunds are requested after we receive and process your return. You should expect to receive your refund within four weeks of returning your purchased item(s) to the Al item, however, in many cases you will receive a refund more quickly.
This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request . We'll also notify you via e-mail of your refund once we've received and processed the returned item(s).


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Website

13. How can I use your website translation system?
Our website is a dynamic one; which means it is updated with items and content on daily basis. This makes it virtually impossible to have a complete translation of website in so many languages. That is why we use Google’s Free Translation service to give you an automated translated version of our website in your language. Sometimes, automatic translation might look crude and lousy. But we hope it serves the purpose until we have our own translation system.
Please note that once you click a language other than English, you have to come back to the URL www.rugshug.com to switch to another language. This is necessary because this is automatic translation system which does not support translation of a website twice.


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Shipping

14. How my items will be shipped?
Items are normally shipped with DHL, FedEx or UPS, which takes upto 3 to 6 business days. Please inform us about your shipping preferences at the time of purchase, if you have any.
15. Who pays the shipping?
We. We do not charge our customers any delivery fee. What we only charge from you is the item's actual price. No matter where you live on the globe, Al item pays the shipping charges and does not charge a cent from its valued customers.
16. How long does it take for my item(s) to be delivered?
We usually ship your item(s) with Express Delivery the business day we receive your payment notification. This means your item(s) will reach your doorstep in 3 to 6 days if you’re in the United States. International delivery to anywhere else usually takes between 5 and 8 days.
17. Is my item insured during the shipment?
We take extra care while shipping your items. That is why we go one step ahead of others paying extra fees to insure your item(s) during the course of delivery. We take these precautionary measures to save you from the hassles if something bad happens to your item during the delivery. That’s why we say ‘we care for your item!’.
18. Can I track my shipment online?
Yes, you can track your shipment online at our website here. Please, enter the Tracking No. (we sent to you in email) in the box and press the ‘Track’ button. It will reveal the current status of your shipment during the course of delivery.
19. What does it mean when my status says that I've experienced an exception?
An exception occurs when a package or shipment encounters an unforeseen event, which could result in a change to the expected delivery day. Examples of exception include: address unknown, damage to shipment, or signature not received.