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Return Policy

Floors USA offers a 30-Day home trial for online rugs. If you are not completely satisfied with your purchase, you can return it within 30 days –  no restocking fees & no questions asked!

Please note that it takes up to 48 hours after returns and cancellations are processed until funds are credited to your account.
IMPORTANT: Please do not refuse a rug delivery. Our return policy requires you to accept the rug delivery and follow our return guidelines listed below. If an order ships to you and delivery is refused, fees may be subtracted from your refund total for charges incurred.
Step 1. Request a Return Authorization Number and Shipping Address
To request a Return Authorization Number and the appropriate return address, simply:
  • Send an e-mail to contact@floorsusa.com indicating your intent to return.
  • Include your order number. Our numbers start with 151XXXXX.
  • If there was a problem with your rug, please let us know about it. You'll receive an email reply within 1-2 business days.

PLEASE NOTE: You are responsible for return shipping unless your return is due to a problem with your order. You can return your rug in person to our King of Prussia, PA store in order to avoid return shipping fees. If you choose to do so, you'll still be required to request Return Authorization by following the instructions above. Please be sure to inspect your rug upon receipt for imperfections.

Step 2. Send it to the Specified Address

Once you receive your Return Authorization Number, you are required to send your item to the specified return address within 7 business days. If you do not send your rug within 7 days, you will be charged a 20% service fee. Please wrap your rug in its original (or comparable) packaging and attach your Return Authorization Number so it will be visible to our returns processors. Then, simply use a carrier of your choice to ship the item to the address we provide. You will be required to pay return shipping fees unless you are returning a defective product. Please note additionally that we are not responsible for losses or damages that occur during your return. Consequently, we strongly recommend that you track your shipment and insure your rug with your chosen carrier to protect against loss or damage that may occur during return shipment.

Policy Restrictions 

  • All items must be returned in new condition. If the item is damaged, it may be refused.
  • If your order included a free rug pad, you'll be required to return the unopened pad with your rug.
  • Rug pads that have already been opened may not be returned. If you choose to return a rug and have already opened your pad, we will subtract the cost of the pad from your refund.
  • Products sold in the Floors USA Clearance Section are not eligible for the no-risk home trial. Additionally, special orders and custom made rugs are not eligible for the no-risk home trial.
  • Items returned without a Return Authorization Number or sent to the wrong address may be refused or may be subject to a 20% restocking fee.
  • Returns may be refused after the 30-day trial period has expired or may be subject to a 20% restocking fee.


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