Help Center
Shipping
Do you ship to APO/FPO or P.O. boxes?
Unfortunately, our shipping couriers do not deliver to APO/FPO & PO Boxes. We apologize for any inconvenience this may cause.
Do you ship Internationally?
Unfortunately at this time we only ship internationally to Australia. We apologize for any inconvenience this may cause!
Which shipping carrier will deliver my order?
We mostly ship using FedEx ground. However, over-sized items that are too large or heavy to ship ground will be shipped via one of the following: UPS Freight, XPO Logistics, or R + L Freight.
An "over-sized" item is any area rug that is 9' x 12' ...
Where does OZRugs ship?
OZRugs ships within Contiguous Australia and New Zealand!
Are Taxes and Duties Covered?
Taxes are the responsibility of the customer however, OZRugs covers the duties for all Rugs Australia orders shipping to New Zealand.
My order shipped via Freight. How do I track it?
When your items ship, a bill of lading or PRO number will be provided.
To track a UPS Freight shipment, click ...
To track a UPS Freight shipment, click ...
Do I have to pay for shipping?
At OZRugs, shipping is always FREE to contiguous Australia and now New Zealand!
My order is on pre-order or back order, when will I know it's on its way?
Similarly to orders placed for in stock items, once your pre-ordered or back ordered item has shipped you will receive an email from us including your items tracking number. As soon as you get your tracking number feel free to check back ...
Payment
Can I combine promotional codes?
No, we do not accept multiple promotional codes per order unless otherwise stated in the terms and conditions
Can I split my payment onto multiple cards?
No, unfortunately we are only able to accept one form of payment per order. We apologize for any inconvenience this may cause!
Why was I not refunded the full amount for my return?
We apologize for any confusion! There is a return fee associated with all Rugs NZ returns that is indicated when you initiate your return on our "Easy Returns" portal. This fee can vary depending...
What payment methods does Rugs NZ accept?
We accept all major credit cards as well as Paypal (NZ customers only), Apple Pay (NZ customers only), and Affirm (NZ customers only). At this time we are unable to accept PayPal, Apple Pay and Affirm for our Australian customers. Please note, we are...
When will I be billed for my order?
In order to provide the most secure check out processes all orders are charged upon order placement. Of course, if you would like to cancel your order before tracking is applied please reach out to our Customer Support team at 800.982.7210 M-F 9am-11pm...
How do I apply a promo code to my order?
All promotional codes should be applied on the cart page before checking out. If you forget to add a promotional code please email our Customer Support team within 30 days of delivery at info@rugsusa.com and we will be happy to assist you! We are unable...
I need assistance with my Affirm payment
If you have any questions regarding your Affirm payment on a Rugs NZ purchase please contact Affirm here.
If you have a question about your physical order not related to payment please contact our Customer Support team at info@rugsusa.com!
Will I be charged sales tax?
Yes- all customers will be charged sales tax at the time of purchase. The tax amount will be reflected at check out after entering your ship to address.
Does Rugsville sell gift cards?
At this time we do not sell gift cards but hope to be able to offer this option to our customers in the future! Please check back on our FAQ page for any future updates!
Rug Care
How do I care for my area rug?
Quick general tips to care for your area rug:
Vacuum regularly. Do not use a beater bar attachment. If you cannot remove the beater bar, raise it as high as possible and vacuum carefully.
When vacuuming, use the lowest available setting to prevent...
How to remove stains from your area rug
There’s nothing worse than coming home and seeing what surprises your pet left on your rug after a long day at work. Fear not, below are some simple solutions to bringing your rug back to life that our customers have loved!
***Please be...
Removing bunching, creasing and folded corners
We understand creases and bunching can be a pain when receiving a new area rug. These are normal and will flatten within 2 -3 weeks as you begin to use your new rug.
Use these tricks to help flatten your rug:
...
Preventing and Lifting Dents from Furniture
Here are some simple ways to prevent and minimize indentations caused by furniture and protect your new area rug:
Furniture Coasters: This is the easiest and most cost-effective way to prevent dents...
Furniture Coasters: This is the easiest and most cost-effective way to prevent dents...
Products
Are the colors on your website accurate?
The images we display have the most accurate colors depictions possible. However, since many of our items are handmade and are uniquely created by local artisan's colors and patterns may differ!
In some instances, it is also important to note that...
How can I add myself to the out of stock list for a product I'm interested in?
We’re so sorry the item you’re interested in is out of stock! We’ve added an "Email Me When in Stock" box so you can be notified, via email, as soon as it is available to order!
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We will make sure to send...
My rug pad can be seen past my rug, what do I do?
This is completely normal and rug pads are meant to be trimmed to perfectly fit underneath your area rug.
We suggest taking the following steps to get the perfect trim:
Pick the perfect spot for your area rug!
Lay your rug pad down where...
My rug is shedding, is this normal?
Yes, don't worry! It's normal for new rugs to shed and would not be considered defective.
Depending on the weave type of your area rug and where it is being used, it may...
Depending on the weave type of your area rug and where it is being used, it may...
How do I write a review on a product?
There are two ways you can write a product review and one of them will earn you a OZRugs gift card!
The first way is:
Writing a product review through our review email that will be sent to you about three weeks after your purchase.
By reviewing ...
Should I purchase a rug pad?
Yes! We highly recommend the use of non-slip rug pads. There are many benefits to using a rug pad for both hard surfaces such as wood, tile concrete and soft surfaces like carpeting. Rug pads allow you to:
1. Keep the rug firmly in place with...
The dimensions on my rug are off, is this normal?
Since we source from various vendors to provide our customers with the best quality and value possible, you may see a variation of up to 5% of the published dimensions for your rug. This happens across the industry however, if you do have any questions...
Orders
Can I delay my order from shipping?
Once your order is placed, we are unable to delay any part of your order from shipping. We do however, encourage you to wait on placing your order until you are ready to start decorating your space!
How do I view my past order history?
If you have an account with OZRugs you will need to log into your account HERE to view your past order history. If you're not sure if you have an account, please click "Forgot Password" and if ...
How can I track my order?
Once your order has tracking, typically within 24-48 hours of placing your order, you can track your order by clicking here and entering your email address and order number. Your order number starts...
How do I adjust my order?
Once you have placed your order, we are unfortunately unable to make modifications on the items purchased. However, if you would like to add items to your existing order, please place an additional order with free shipping!
If you are looking to ...
When should I expect to receive my order?
We provide the most accurate estimated delivery dates based on your location directly on our product pages. However, in-stock items are usually picked up by our shipping carrier within 2 business days. Once your order...
How can I cancel my order?
Unfortunately due to our fast order processing speeds, we are unable to cancel any order once tracking has been applied. We encourage you to call our Customer Support team as quickly ...
I didn't receive my full order. Where is the rest of my purchase?
To ensure you receive your items as quickly as possibly you may not receive everything within your order at the same time. If your order shipped in separate shipments you will receive tracking information for each shipment. Please visit our ...
Customer Support
Can I speak with someone about my order?
Of course! We’re here to help M-F from 9 am to 11 pm EST and Sat-Sun from 9 am to 6 pm EST. Here’s how to get in touch:
Chat us: live chat (Note: Your chat will create an email if sent during off hours or if all support representatives are busy helping...
I'd love to collaborate with Rugs NZ!
We're so happy to hear about your interest in collaborating with us! Please email collaborate@rugsnz.com directly and if our team thinks it's a great fit too they will be sure to reach out.
I have a press inquiry for Rugs NZ.
Please email press@rugsnz.com. We'd love to help, and look forward to hearing from you.
Does Rugs NZ offer a loyalty program?
Yes, we do! We offer a give $20 get $20 loyalty program that can be opted into directly on www.rugsville.nz
Give $20 get $20 friend offer is only valid for new customers on purchases over $100. To use a reward, the advocate must also make a qualifying...
Does Rugs NZ have physical retail stores?
Rugs NZ is an e-commerce exclusive company and does not have any physical retail locations. We offer free shipping to Contiguous New Zealand and Australia to make shopping easy and fun for our customers!
Can I speak with someone about my order?
Of course! We’re here to help M-F from 9 am to 11 pm EST and Sat-Sun from 9 am to 6 pm EST. Here’s how to get in touch:
Chat us: live chat (Note: Your chat will create an email if sent during off-hours or if all support representatives are busy helping...
I'd love to collaborate with OZ Rugs!
We're so happy to hear about your interest in collaborating with us! Please email support@ozrugs.com directly and if our team thinks it's a great fit too they will be sure to reach out.
Does OZ Rugs offer a loyalty program?
Yes, we do! We offer a give $20 get $20 loyalty program that can be opted into directly on https://www.ozrugs.com/.
Give $20 get $20 friend offer is only valid for new customers on purchases over $100. To use a reward, the advocate must also ...
Does OZRugs offer a Trade Program?
At this time we do not offer a Trade Program however, we hope to be able to offer one in the future! In the meantime, if you qualify for tax exemption please email our Customer Support team at support@ozrugs.com with your resale certificate and we'll...
Does OZRugs have physical retail stores?
OZRugs is an e-commerce exclusive company and does not have any physical retail locations. We offer free shipping to Contiguous New Zealand and Australia to make shopping easy and fun for our customers!
Accounts & Privacy
How do I reset my password?
While on https://www.ozrugs.com/ please click on the "Account" link on the top right corner and select "Login". While in the login screen...
How can I learn more about OZRugs's Privacy Policy?
If you’re curious about OZRugs' privacy policy please view our Privacy Policy page. If you require more information please email support@ozrugs.com.
How can I remove myself from marketing emails & SMS?
We're sorry to hear that you no longer want to receive marketing emails and SMS from www.ozrugs.com. In order to remove yourself from either emails or SMS you will need to follow the below process:
...
Do I need to create an account to place an order?
No you do not! However, we highly suggest that you create an account to be able to easily view the status on your current and past orders as well as receive promotional emails about our upcoming sales and new product launches.
To...
Returns
What is OZRugs's returns policy? (Australia)
If your order was delivered within contiguous Australia, you can return your item(s) within 30 days of delivery and receive your refund, minus return fees, to the original form of payment. Once your return is delivered to our warehouse, please allow ...
Do I need to wrap my rug for return?
*Please note, the below returns process only applies to orders shipped within the Contiguous New Zealand. At this time we do not offer returns for orders shipped to Australia.
Yes- it's important that your rug return is properly wrapped in order ...
Something is wrong with my order, what do I do?
We are so sorry to hear about your order! We want to take care of this for you right away. If your item(s) arrived damaged or you received the incorrect item(s) please chat or email our Customer Support team and provide your order number, name of the...
Why can't I process my return?
For all orders delivered within Contiguous Australia, please allow 24-48 hours after your order has been delivered to be able to process your return on our Easy returns page. At this time we are unable to accept returns for orders that shipped to New...
How do I start a return?
We're sorry you weren't satisfied with your order, but we want to make your return process as seamless as possible!
To start your return click HERE!
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Can I make an exchange?
Unfortunately at this time, we do not offer exchanges. You can simply return your item and repurchase the item of your choosing. To start your return click HERE.
What do I do after I start my return?
Now that you've initiated your return on our Easy Returns Page follow the below steps;
1.) Print the label: FedEx should be sending you a link to...
1.) Print the label: FedEx should be sending you a link to...
Does OZRugs offer return pick ups?
At this time we do not offer the option to have your return picked up. However, if you require special accommodations please email our Customer Support team at support@ozrugs.com and we will do everything...
How do I find a FedEx drop of location for my return?
We’re happy to help! Just head here, click the orange " Find My Location" button, and enter your zip code. You will be given a list of local location where you can return your OZRugs product.
Will I be charged for return shipping?
Yes, return shipping is paid for by the customer. The cost of return shipping is automatically calculated and displayed for you at the time you request a return and will be deducted from your refund amount. You can begin your return and get your hassle...