Area Rug Universe Risk-Free 30 Day Trial

Customer satisfaction is our #1 priority – that’s why AreaRugUniverse.com is proud to offer a Risk-Free 30-Day trial on all area rug orders.

You can shop with confidence knowing we stand behind our products with the strongest guarantee in the industry.  If, for any reason you are not satisfied with your purchase, simply return it within 30 days of receipt and we will issue an exchange or refund of the original purchase price, no questions asked.  Personalized, custom made, and clearance items are ineligible for return, except in the case of damage or manufacturer defect.

Shipping costs and liabilities on all returns are the responsibility of the customer. 
Please be sure to wrap your return securely with appropriate packing materials.  We cannot accept items which have been visibly damaged or soiled.  If your return is damaged during shipping, it is the customer’s responsibility to file a claim directly with the shipping carrier.

Return Process

To begin the return process please go to “My Account/My Order/View Order Details” and follow the steps indicated to create an online return request.  Once the return request has been filed you will be issued a Return Merchandise Number (RMA#) from ATG Stores, which must be sent with the product. You will have 30 days in which to return the product.  After 30 days, the Return Authorization will expire and no replacements or refunds will be given.

• • Unused.
• • In its original packaging (or equivalent) with sufficient packaging materials.
• • In resalable condition.
• • Has not been visibly damaged, soiled, or modified in any way.
• • Accompanied by a Return Merchandise Number (RMA#), issued by ATG Stores.

If you have any questions or concerns about this process, please send an email to support@atgstores.com, clearly stating the conditions of your return.

• • Items not purchased from ATG Stores.
• • Items which have been damaged or soiled by the customer.
• • Custom orders or products built to order; unless found to be defective.
• • Special purchases, such as: inventory sale items, custom quotes, special discounts, etc.
• • Expedited shipping and charges for shipping to Alaska, Hawaii, and International.

Return Policy for Products Damaged During Shipment and Defective Products
After receiving your shipment, you have two weeks in which to inspect the product(s) and inform ATG Stores of any manufacturing defects or damages that occurred prior to delivery. ATG Stores will repair or replace the damaged or defective goods for no additional charge, but if return is desired, restocking fees will apply. No replacements or refunds will be issued in the event the customer fails to notify ATG Stores of defective or damaged merchandise within two weeks of receipt.

Products that are Damaged During Return Shipment
If the product is damaged during shipment back to ATG Stores, no refund or credit will be issued. ATG Stores will inform the customer via email that the item(s) were received damaged, and the product will be held for up to 45 days. It is the customer's responsibility to file a claim with the shipping carrier and instruct ATG Stores concerning the disposition of the damaged product. If ATG Stores has not received notification or response from the customer within 45 days, the item will be considered destroyed.

Return Policy for International Shipments
Items that are returned from locations outside of the United States are subject to a 50% restocking fee.  Any additional shipping costs incurred are non-refundable.

The Customer's Responsibilities when Returning Product
It is the customer's responsibility to pack products for return in the original box with sufficient packaging material, and marked with the issued RMA#.  It is in the customer's best interest to insure the package. Items damaged due to improper packaging during return shipment will not be replaced or refunded.

Refunds

The customer will be refunded (less applicable restocking fees) once the returned item has been received and inspected for damage. Please note that shipping charges are non-refundable unless the return is a result of Allied Trade Group's error. Items returned will be issued a refund via the same method in which the item was purchased. Credit will be applied to the original credit card used in the purchase or via check issued by ATG Stores. Refunds via check are typically issued within 14 business days of final approval. Items returned without the proper RMA, or items returned to the wrong location may delay or completely cancel your refund. Please read your RMA instructions carefully to avoid refund delays.

Order Cancellations

DO NOT EMAIL OR LEAVE US MESSAGES FOR CANCELLATIONS!
If you wish to cancel your order, contact customer service by Live Chat or call us toll free (800) 347-3369 immediately and request a cancellation

We take pride in our order processing speed and quick shipment arrangements with most of our vendors, so make sure you check your order details carefully.

If your order is custom made, non returnable or special order, it cannot be cancelled once the manufacturer has started production. Refusal to accept a custom order or non returnable product may result in up to a 100% cancellation fee.

Other orders may be able to be cancelled provided the manufacturer or ATG Stores has not already shipped the product or incurred handling costs, those items may involve a cancellation fee, handling fees, and or shipping fees, re-delivery fees, attempted delivery fees, for which the customer is liable. Customers who refuse delivery may be charged up to a 100% cancellation fee.

Authorizations and Billing

Your credit card will be billed by ATGSTORES.com for the total order amount. In the case that an order is cancelled or product is discontinued you will receive a credit to your credit card in aproximately 2 business days from when the items are confirmed cancelled.

Problems, Questions, Suggestions?

If you have any questions, problems, or suggestions with either your order or our website, please don't hesitate to contact us. Use our support form.

E-mail: support@Arearuguniverse.com
Telephone: 1-888-404-2744 or (425) 814-2515
Fax: (425) 814-3875