Design Help

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FAQs

Buying Samples

How do samples work?

On the product page of any custom area rug, you’ll see the option to order a sample. Once an order is placed, we’ll mail a 9” x 9” swatch to your home or showroom. Samples cost $10 each plus shipping (typically $4–6). We do not accept returns for samples.

How do I return my samples?

We do not accept returns for samples.

Will I receive a refund when I return my samples?

We do not accept returns or offer refunds for samples.

Care & Support 

What if my order is incorrect?

Please inform us of an incorrect or defective order within 2 days of receipt, and include a photo if possible. Once confirmed, we’ll arrange a replacement or refund right away.

I received a damaged rug. What should I do?

When your order arrives, please inspect the carton for any damage that may have occurred during shipment. If damage occurred to your rug, contact us immediately at showroom@karugs.com. Please provide your order number, email address, and phone number for expedited service. To help us resolve quickly, retain the shipping box, packing materials, and the damaged item for inspection by the carrier.

How do I care for my rug

Vacuum regularly with suction only (no beater bar), rotate every few months, and use a rug pad to reduce wear and slipping. Blot spills right away with a clean, dry cloth; if needed, spot-clean with mild dish soap and water—don’t scrub or soak—and contact our rug cleaning department for professional cleaning. Keep it out of direct sun when you can, and trim loose fibers instead of pulling them.
For more tips, visit our Rug Care Guide

Selecting a Rug

How does the custom-sized rug process work?

Choose a style, enter your measurements (down to the inch), and place your order. We’ll cut and finish your rug to size and ship it directly to you. Check out our Rug Sizing Guide here: Rug Sizing Guide

What materials are right for me?

Wool is natural and easy to clean, nylon is durable and soft, and polyester offers comfort at a great price.

How do I pick the right size rug?

Start with your furniture layout, not just room size: keep all or most furniture legs on the rug and leave a 6–18" border from the walls. Quick rules: living rooms—front legs or all legs on the rug; bedrooms—extend 18–24" past the bed; dining rooms—add 3–4 ft so chairs slide easily; hallways—leave ~6" from the walls. Outline the size with painter’s tape before ordering. See our Rug Sizing Guide.

What rug shapes are available?

All patterns are available in both round and rectangular shapes.

What is the rug finish?

The finish is the tailored edge that keeps the rug from fraying—like hemming a suit. Currently, all rugs use machine serging, though additional finishes will be available within 3 months. Contact us to learn more.

Ordering & Shipping

Where do you ship?

We ship throughout the contiguous U.S.  Unfortunately, at this time, we do not offer: 

  • International shipping 
  • Delivery to PO Boxes, military post offices, or freight forwarding companies 
  • Shipping to Alaska, Hawaii, or Puerto Rico

What types of shipping do you offer? 

  • Doorstep Delivery — $200: Delivered to the first dry area at ground level (front door, garage, or lobby). No unrolling, placement, or packaging removal.
  • White-Glove Delivery (Third-Party) — $280: Our team brings the rug to your room of choice, unrolls and places it, and removes packaging. Furniture moving is not included.
  • Premier White-Glove Delivery (Third-Party) — $500: Includes moving furniture as needed, laying a rug pad (if purchased), positioning the rug, and cleanup. Please note: our delivery team cannot move pianos, pool tables, glassware, fragile items, or anything over 175 lbs.

Oversized Items

Oversized rugs (9x12 and larger) ship via freight carriers and require extra processing and delivery time. Depending on the shipping method you choose, oversized rugs will be delivered either to your entryway or your room of choice. A signature is required upon delivery.

Can I change or cancel my order, or update my address, after I order?

There’s a short window (about 24 hours) before production begins. Contact us right away and we’ll do our best.

Am I able to return or exchange my rug?

Our custom-sized rugs are made to your exact specifications and cannot be returned, exchanged, or cancelled once production begins. If your rug arrives defective or incorrect, we’ll make it right.

How do I reschedule my delivery?

Please reach out to the contact information provided in your confirmation email within 1 day of receiving your delivery window, and we’ll do our best to adjust.

When can I expect to receive my rug?

Most custom rugs ship within 3–4 weeks. Transit typically takes 3–7 business days, and we’ll send tracking details once your order leaves the workshop.