Refund policy

We want you to love your rug. If something isn't right, we're here to help.

Returns

You may return most items within 30 days of delivery (or purchase date for in-store buys). To be eligible, the item must be unused, in its original condition, and in its original packaging. You can return online orders by mail or bring them to any of our three Valley locations (Scottsdale, Paradise Valley, and Tempe).

Items that cannot be returned

Clearance and final-sale items
Custom, special-order, or made-to-order rugs
Cleaning supplies that have been opened or used
Completed rug cleaning and repair services (see below)

How to start a return

Email admin@arizonarug.com or call (480) 797-0000 with your order number and the item you'd like to return. We'll walk you through the next steps and, where applicable, provide a return address. Customers are responsible for return shipping costs unless the item arrived damaged or we made an error.

Refunds

Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method, typically within 5–10 business days. Depending on your bank, it may take a few additional days to appear on your statement. Original shipping charges are non-refundable unless the return is due to our error.

Damaged or defective items

Please inspect your rug on delivery. If anything arrives damaged or defective, contact us within 3 days (72 hours) at admin@arizonarug.com with photos of the item and packaging, and we'll make it right with a replacement, repair, or refund.

Exchanges

The fastest way to exchange an item is to return the original (per the steps above) and place a new order for the one you want.

Cleaning & repair services

Because cleaning and repair work is performed by hand and can't be undone, payment for services is non-refundable once the work has begun. If you're not satisfied with a completed service, contact us within 7 days and we'll do our best to correct the issue.

Questions? Call (480) 797-0000 or email admin@arizonarug.com.

Questions? Talk to a real person.

Family-owned in Arizona since 1993. Ask us about sizing, cleaning or repairs and you'll get an answer from someone who has spent their working life around rugs.

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