Help / FAQ

We accept orders 24 hours a day, 7 days a week via our secure Web site. You may also call us toll free at (866) 270-9344 to request that a customer service representative assist you with your purchase.

If you forget your password and need to modify or update information in your account (such as adding a new shipping location or changing your credit card number), simply browse to the Your Account section in the upper right-hand section of the Web site, and click the "Forgot Your Password" link. When the next page appears, type the email address you used to create your account, and we will send you an email with a new password.

Yes. The final page of the checkout process has a box where you can enter your gift certificate number and the amount you would like to redeem. MetroRugs.com will apply the value of the gift certificate against your purchase.

To cancel or change an order, please send a message to our Customer Service department. You may also call us at (866) 270-9344.

Yes, you can check the status of any order since the date you created your account — whether it was placed by phone, mail or via our website — at MetroRugs.com by Signing In to your account. You will be automatically placed into the order status and tracking section.

We accept Visa, MasterCard and American Express. Please remember the address in the "bill to" section of the order form must be the same as on file with your credit card company.

Your credit card will get charged after your item has been shipped.

You will receive an email confirming that your order has been processed and shipped. You may check the status of your order at any time, and you may reach us by phone at (888) 480-4590 to speak with a customer service representative.

Most certainly. We use SSL (Secured Socket Layer) which encrypts the information that you input. This is the same level of protection used by the banks and financial institutions to ensure that your bank account information can be viewed online. We also do not store credit card information on our web servers. Once an order is placed the credit card number is immediately masked and cannot be fully accessed even by us.

We strive to keep our site up to date and accurate. When we know that items are unavailable we immediately mark the item as non-orderable. However, on occasion our suppliers run out of stock prior to being able to notify us of this. Should this ever happen, we will notify you as soon as we are made aware that an item is on back order. We will be happy to provide you a full refund or you may wait until the item becomes available. It is entirely your choice.

Because we are selling these items online, it is sometimes difficult to ensure stock availability. You may email us at any time to ensure stock availability. If your item is out of stock we can provide you with an estimated delivery date.

In the rare situation that you experience damage in your shipment, please be sure to note it on the delivery paperwork you sign and contact us as soon as possible.

We shall have a replacement item sent out as soon as possible, at no additional cost to you. We shall also arrange to have the damaged item returned to our offices at our expense. Items damaged in shipping must be reported within 5 days of your receipt of the item. In the event a replacement is delivered to you before original shipment is returned, you are responsible for cooperating with the return of the item. Failure to return the damaged item will cause us to charge your credit card for the non-returned item.

We use FedEx, UPS, LTL shipping companies or moving companies, depending on the type of product.

Shipping is free on MetroRugs.com for all products to most locations in the continental US. If you live in a remote location, please refer to our Terms & Conditions for a list of zip codes which do not qualify for free shipping.

Sorry, we cannot ship to APO / FPO addresses.

Most items are available for shipping to these areas, however we are unable to ship some products to these areas. If an item is unavailable for one of these areas you shall be notified and your ordered cancelled. Additional Shipping Charges may apply. If you have any questions about the availability of an item to one of these areas please contact us.

Unfortunately at this time we are unable to accept orders outside the United States.

We do our best to accurately show the finish colors of each piece we carry, however colors can vary by personal perceptions, monitor type and age, video card differences and printing variations.

All products are covered under the manufacturer's warranty. Please contact us for help with warranty issues for products you purchased through our company. We strive to carry quality area rugs that will very rarely require utilization of the manufacturer's warranty.

If we are able to cancel your order before it is produced and/or shipped, there is not a charge for the cancellation. If the product has been shipped, you will be responsible for all inbound and outbound shipping charges. These charges will be deducted from your refund.

Cancellations or returns must be authorized in advance.

Please contact us and we will assess the situation.

Please reference our Terms & Conditions page for detailed shipping and returns information.

We strive to carry quality brands and deliver your new furniture in perfect condition. If you need service on furniture, we will do everything we can to help you. The manufacturer usually handles part replacements, etc. There will be a note in the literature that comes with your new furniture that will direct you who to call in the event that service or replacement is needed. If this information is not available, please contact us for assistance. We will do everything we can to make sure you are satisfied.

For customer service, questions or special requests regarding any of our products, please feel free to utilize our online Contact Form.

You can also contact us at:

MetroRugs.com
P.O. Box 78183
San Francisco, CA 94107
1 (866) 270-9344