FAQ

ORDER QUESTIONS

Just enter your email address and order number into our "Check Order Status" tool on the right hand side of this page!

Your order number starts with a WS, followed by 7 numbers. It should look something like this: WS0000000. You can find your order number on your confirmation email. If you haven't received your confirmation email, try checking your spam folder.

Remember, if you're having any issues, you can always send us an email to [email protected]. We're here to help!

As long as your rugs have not left our warehouse, you can cancel your order for any reason.

Just send us an email to [email protected] with the subject line "Cancellation Request" and include your order number in the subject line. Your order number starts with a WS followed by 7 numbers (e.g. #WS1234567) and can be found either in your confirmation email or on your rug label.

You can email us at [email protected], and we'll be happy to help!

Once we have received your order, it begins processing immediately. We cannot hold order items in our warehouse or postpone a delivery date.

In stock items usually leave our warehouse within 1 - 3 business days. Lead times prior to shipping vary by brand and are clearly displayed on every product page. "Lead times" are the estimated number of days it takes for order items to be prepared for shipment.

Once your order has shipped, it may take an additional 3 - 6 business days for actual delivery.

Items on your order are shipped "as ready". You may receive some parts of your order sooner than others as a result. If tracking information has not been assigned to the items on your order within the average lead time displayed, please contact Customer Care for further assistance.

Please note: Purchases made for back ordered items may be canceled by CHANDRA in the event an ETA has been changed to an unconfirmed date, or a date that exceeds 30 days from the original time of purchase.


PRODUCT QUESTIONS

The images we display have the most accurate colors possible. Please keep in mind that color variances may occur with handmade items. In some instances, patterns may vary according to size as well. These are not considered defects.

We do our best to provide you with the accurate dimensions of all products, but please be advised that variations may exist by up to 5% of the published dimensions. This is normal and is not considered a defect.

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 fibers from being pulled out of the rug backing.
  • Sprouts that appear on the surface of the rug should be snipped at level. Do not pull the fiber out.
  • If you own a natural fiber rug, be sure to vacuum the area underneath the rug periodically.
  • Spills should be cleaned immediately using a clean white cloth. Avoid rubbing, as this may push the stain deeper into the rug.
  • To promote even wear of the rug surface, rotate regularly.
  • Avoid exposing rugs to continuous direct sunlight. This will cause colors to fade over time.

For deep cleaning, professional assistance is highly recommended.

On hard surfaces such as wood and tile, we highly recommend the use of a non-slip rug pad to keep your area rug from sliding around.

It is normal for new rugs to shed yarn fibers. Depending on the weave type of your area rug and where it is being used, it may continue to shed over the span of its lifetime. Proper and regular vacuuming will help pick up rug fibers and keep the rug looking fresh and clean.

Out of stock items may only be purchased in the event we have a confirmed stock replenishment date. These items will display a "back ordered until" date once selected from our size list, and can be added to your cart.

Unfortunately, current sale prices cannot be reserved for products that do not display an in stock date.

To receive a notification e-mail when the item you are interested in is back in stock, please select the rug size you desire and enter your e-mail address into the field titled "Notify me when this product becomes available".


SHIPPING QUESTIONS

At CHANDRA, shipping is always to the contiguous United States.

If you are shipping your package to Canada, please be advised there is a 35% shipping charge. Additionally, you will be responsible to pay any duties, brokerage and customs fees to our shipper upon delivery.

We ship packages with FedEx ground service. Over-sized items that are too large or heavy to ship with ground couriers 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' or larger.

When your items ship, a bill of lading or PRO number will be provided.

To track a UPS Freight shipment, click HERE.
To track an R + L Carriers shipment, click HERE.

You will be contacted by the Freight carrier to schedule a delivery appointment. Items will be delivered curb side of the address. Please carefully inspect your order upon delivery to ensure the merchandise is not damaged. If the packaging shows visible signs of damage, open the item immediately to check the contents and ask the driver to inspect them with you. Write a precise description of the damage on both your copy and the carrier's copy of the delivery receipt. If you feel like the merchandise is damaged beyond repair, please refuse delivery and contact us as soon as possible to report the damage.

We currently only ship to the 48 contiguous United States. This does not include Alaska, Hawaii, or any U.S. territories.

If you live in the contiguous United States or Canada, the answer is yes!

If you live outside of Canada and the lower 48, unfortunately, the answer is no. However, we're working hard to change that!

Unfortunately, our shipping couriers only deliver to street addresses. 


RETURN QUESTIONS

You may return an item for a refund of the purchase price within 30 days of delivery.

To return an item, email [email protected]  and enter your email address and order number to get started.

We're sorry you weren't satisfied with your rug!

On the return request page:

  1. Click on the item you'd like to return.
  2. Then, choose your shipping method. You can either choose to use our return shipping and have the cost discounted from your refund, or try to find your own return shipping method.
    Note: as an enterprise, we are usually able to provide you with a lower cost of shipping that you would be able to find as an individual. However, we offer the option to use your own return shipping in order to provide our customers with maximum flexibility.
  3. Finally, pick a reason that best describes your return.
    Once you've finished requesting a return, you'll be provided with a return authorization number; if you used our shipping to return your rug, you'll also receive a return label from FedEx. Be sure to clearly write this number on the outer packaging of your area rug.
    You can rewrap your rug in its original packaging, use plastic packaging at FedEx, or use a similar heavy-duty protective covering, such as plastic liner found at hardware stores.

If you are using our subsidized return shipping:

You'll receive an email from FedEx with a return label, as well as an email with a Return Authorization number. Once you receive your return label, simply print it out and bring it along with your repackaged rug to your nearest FedEx Ship Center. You will be provided with a label pouch to protect and attach your label to your rug.

Note: you will be getting a separate return label for each item you return e.g. if you ordered two (2) items on a single order, and you want to return those items, you should be getting two (2) separate return labels.

Once you arrange for shipping, please send us your shipping information and return tracking number and sending us an email to [email protected].

Include the order number, name on the order, and Return Authorization number, which you should have received in an email when you created your return (format: CHANDRA-WS1234567-123456)

Be sure to save your shipping receipt and tracking information! And remember, if you have any questions, don't hesitate to reach out to us at [email protected].

We're here to help!

Yes. While we often give free shipping on orders to customers, we are not able to offer free shipping for returns. We do however discount our return shipping rates for your convenience and provide you with quick-print FedEx return labels to make the process easier for you. The cost of the return label is automatically calculated and displayed for you at the time you request a return. Alternatively, you may also contact any local carrier of your choice to request return shipping quotes.

Note: as an enterprise, we are usually able to provide you with a lower cost of shipping that you would be able to find as an individual. However, we offer this option in order to provide our customers with maximum flexibility.

You can begin your return, and purchase a return label by emailing [email protected]


RETURN PAGE FAQ

Items eligible for return must be within the accepted return date and in the same condition that it was delivered to you.

We give you 30 days to make up your mind on your purchase. Most items can be returned anytime up to 30 days of the delivery date of the item being returned.

Inspect your product immediately, if you received your merchandise in damaged condition, or items are missing please contact us within 48 hours to report the problem. We can not process damage claims after this period. Please email us [email protected].

To initiate a return: Email us your order number and reason for return [email protected]. Assuming your order is eligible for a return, click on the request a return button. On the next page, choose the reason that best describes your reason for return along with how you would like to ship it back to us. Your return will be processed immediately afterwards.

Yes, all returns must have a valid return authorization number in order to be credited. The return authorization number will be sent to you once you initiate a valid return on a recently purchased order. If your item is eligible for a return, we will send the return authorization to you once you initiate a return. If your item is not eligible for a return or the return date has passed, the website will not be able to start the return process.

In order to expedite your return, your return authorization number should be clearly written on the shipping label or package of the item being returned.

We process the refund within 1-3 business days of receiving your return.

All refunds are sent through the payment method you used on the order.

Once a return has been initiated, we give you a place on the order status page to enter the tracking number of the return shipment. Entering this data will potentially speed up the processing of your return. Please note, if you purchase a return shipping label from us, that information will be automatically entered into the system.

You can re-request a copy of the email you were sent initially by visiting the order page. It will be resent to the email address on file with the order. Emails sometimes get lost or blocked by ISPs, so please check your spam and trash folder. If you still can't find the email, please give us a call and we can get you the appropriate return information.

If you are purchasing a quick print FedEx label from our website, the cost is automatically calculated for you at time of the return. The price of a return label depends on the size of the product being returned. We also take into consideration the product weight, distance to travel, and dimensions for you based on the item you ordered.

Note: as an enterprise, we are usually able to provide you with a lower cost of shipping that you would be able to find as an individual. However, we offer this option in order to provide our customers with maximum flexibility.

You can start the returns process by emailing [email protected]. Once you have started a return request, you can see the cost of a return label for the item you have purchased if you use our shipping, under the "shipping options" field.

Unfortunately, we can't issue exchanges at the moment. However, if you aren't completely satisfied with our rugs, we are happy to help you through our Easy Returns process and placing a new order at the same time. You can email us at [email protected], and we'll be happy to help!

Note: return items are subject to our return policy.


GENERAL QUESTIONS

We accept the following major credit cards: MasterCard, Visa, American Express, and Discover. We also accept PayPal, and Apple Pay.

All orders placed via our website are charged at the point of sale. This includes purchases made for back ordered items.

No. Our system will not accept gift cards as a method of payment.

Unfortunately, at this point, only one method of payment is accepted per order.

We are legally required to collect sales tax on all orders for residents of the following states:

  • Alabama
  • California
  • Colorado
  • Connecticut
  • District of Columbia (Washington, DC)
  • Georgia
  • Illinois
  • Indiana
  • Iowa
  • Kentucky
  • Louisiana
  • Maine
  • Maryland
  • Massachusetts
  • Michigan
  • Minnesota
  • Mississippi
  • Nebraska
  • Nevada
  • New Jersey
  • New York
  • North Carolina
  • North Dakota 
  • Ohio
  • Oklahoma
  • Pennsylvania
  • Rhode Island
  • South Carolina
  • South Dakota
  • Texas
  • Utah
  • Vermont
  • Virginia
  • Washington
  • West Virginia
  • Wisconsin
  • Wyoming

Please note: Sales tax rates vary by state and are subject to change. Be sure to enter your shipping address at checkout to see the sales tax amount.