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Support Information

Email:support@GreatRugDeal.com
 

Our Satisfaction Guarantee:

If you are not completely satisfied with a product you have purchased from our site, you can return it within 15 days of purchase and we will provide you an exchange, credit, or refund the cost of the item. Freight and handling charges cannot be reimbursed. When returning items offered with “free shipping”, the actual shipping costs will be deducted from your refund. In addition most manufacturers charge a minimum of a 20% restocking fee, which will be passed on to you and deducted from your return should you wish to return your item(s). Please note that items sold as “No Returns” or items that have been assembled or not in the original packaging cannot be returned.

Please see our returns policy for more specific information on returns.

 

Shipping Information:

Most lightweight shipments are sent by FedEx or UPS and delivered to an easily accessible area around your home/office. A heavy or oversized shipment requires the use of a Common Carrier and is typically curbside delivery only. The best delivery method will be selected by our staff.  Common carrier drivers travel alone and may ask for your assistance in unloading the items from the rear of the truck to help prevent any damage to the merchandise. 

We will ship your order using the fastest, safest, and most reliable method possible. Therefore, we have established strong relationships with some of the best delivery companies nationwide. Every product on our site has been carefully selected to ship by a particular shipping method in order to provide you with an optimal delivery experience. When your order ships, we will notify you via email. Included in your email will be a tracking number for your shipment. We encourage you to track your package online or on the phone with the carrier. Most companies can provide an estimated delivery date. Be sure to contact us if anything seems unusual with the progress of the shipment. You can also track your packages via My Account.  Please note we cannot ship to P.O. Boxes or Military APOs. We have four methods of shipment available: Small Parcel, Truck Freight - Back of Truck, Truck Freight - Threshold, and various levels of White Glove services:Small Parcel - Whenever possible we will ship smaller, lighter items via UPS, FEDEX, DHL or USPS. These companies provide the fastest and most reliable method of shipping available for many items we sell. Depending on how close you are to the shipping warehouse, your item will arrive between 1 and 6 business days (1 to 10 business days for USPS) after it leaves the warehouse. We do require an adult signature for deliveries so that all packaging can be inspected. If you want an item left at your doorstep, the best thing to do is leave a note on your door asking the driver to leave your package with "No Signature Required." Be sure to include your name and tracking number on the note.

A signature is required to establish proof of delivery, please be sure to count all boxes to verify that you have receieved your entire order prior to signing. Additional delivery fees such as Ferry Fees/Gated Community Fees that are required to access your address will be billed to the consumer when incurred.

Truck Delivery - Many items on our website are too large and/or heavy to ship via UPS/FedEx. Truck Delivery is different than standard UPS, FedEx, or US Mail in two ways. (1) Once your merchandise arrives at the delivery agents pick-up location, he/she will call you to set up a delivery appointment. Most truck delivery companies offer appointment windows (usually 2-4 hours) between 8:00am and 5:00pm EST, Monday through Friday. (2) The products will be delivered to the driveway or curb outside of the delivery address provided upon purchase. It is the customers responsibility to transport the product(s) inside, however several truck freight companies offer additional services to help move merchandise from the truck into your home or office. At the time your merchandise leaves the warehouse, we will email you the tracking information and you can contact the shipper directly to inquire about additional shipping services. In this event, it is your responsibility to directly pay the truck delivery carrier for any additional services.

IMPORTANT: Please make sure that you inspect the package(s) at the time of delivery. All items are carefully inspected before leaving our warehouse. We are not responsible for ANY damages after the items have been inspected and signed for in good condition. The responsibility for damages that occur during the shipping process rests with the shipping carrier. If you are receiving curb-side delivery or inside placement only, please note any damage to the boxes/packaging being delivered on the delivery slip at the time you accept the items. 

If the box has any damage, or if there is any reason you are concerned with its packaging or delivery, please write, “Product Damaged” clearly on the sheet the delivery agent asks you to sign. This simply insures that if there is any damage, it will be easy to take care of the problem, and your order will be fulfilled as soon as possible. 

If you have requested for the furniture to be assembled, please ensure that you note these damages when you sign the assembly service slip. GreatRugDeal.com will then work with the carrier to claim the costs and remedy the situation. Please note that the method of correction will be at the discretion of the GreatRugDeal.com management and will be assessed on a case by case basis.

DO NOT REFUSE DAMAGED ITEMS

. We will replace any damaged parts as long as you signed for them as damaged.

 

 

Alaska, Hawaii and Puerto Rico Shipping Information:

Shipping to these remote locatations is now available! Items to these destinations ship via our off shore delivery service and are subject to additional shipping charges. All shipments going to these locations include our White Glove "Gold" Standard inside delivery and unpacking. If you are interested in shipping charges to one of these locations, please contact us by phone at 1-800-970-5889 or email at support@GreatRugDeal.com. 

 

Signing Deliveries as Complete:

 A signature is required to establish proof of delivery as well as boxes/items received in good condition. Please be sure to count all boxes and inspect all of the boxes well to verify that you have received your entire order prior to signing. If there are missing cartons or any sign of damage to the packaging, be sure to write "damaged" or "missing items" on the delivery paperwork. If a bill of lading is not signed short or damaged, replacement cost will be the responsibility of the customers.   

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Tax Information:

If you live outside the state of Utah, Utah sales tax does not apply to anything you purchase from us. Some states may bill you directly for “Use Tax”, which is similar to Sales Tax. Use tax affects items purchased outside the state you live in which are shipped within the state for your use, that you did not pay Sales Tax on. You are responsible for all Use or Sales taxes billed by your State (other than Utah Sales Tax). (return to top of page)

Payment Methods Accepted:

We are securely setup to accept Visa, Mastercard, and Discover. Money orders or Cashier's checks can be mailed directly to us. Please contact us for the mail to address.
Personal Checks will be accepted, however, products will not be shipped until the check clears your bank.

When will my credit card be charged?
We have a pre-pay policy to protect ourselves from fraudulent orders. Your credit card will be charged 24 to 72 hours after you submit your order.
 

General Return Policy:

At GreatRugDeal.com, we want you to be extremely happy with your furniture purchase. Therefore, you may rest assured that you can return any product within 15 days of receipt under the following conditions:
  1. All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that are not in original packaging or have been modified.
  2. Prior return authorization is required by calling 1-800-970-5889, or emailing support@GreatRugDeal.com. Failure to obtain return authorization will result in your return be refused and shipped back to you at your cost.
  3. The initial freight charges plus a minimum of a 20% restocking fee will be deducted from the account credit given. Return freight and shipping insurance is the responsibility of the customer. If at any time GreatRugDeal.com, its subsidiaries, or the manufacture is billed for return freight, that amount will be deducted from your final refund or charged back to you if refund has already been issued.
  4. Some of our products are offered with free shipping, so please be aware that if you return one of these products the actual shipping costs will be deducted from your return refund.
  5. For undeliverable or refused shipments, the customer will be responsible for the initial freight (including actual shipping costs in a "free shipping offer"), and any and all return charges for freight, plus a minimum of a 20% restocking fee. The customer is responsible for the cost of insuring the return freight."Please note that items sold as “No Returns" cannot be returned."
  6. If you purchase an item that will not fit it into your home, you can return it for the price paid minus the actual shipping charges plus the restocking fee. It is the customers responsibility to make sure an item will fit before a purchase is made, and GreatRugDeal.com will not be held financially responsible for any charges related to the shipping or return of an item that will not fit into your home.
  7. We do our best to describe each item as well as possible with both a product description and pictures. However, due to the nature of the rug business, please note that GreatRugDeal.com does not guarantee that the color of the ordered rug will be exactly as pictured on your screen. We get all measurements from the manufacturer and cannot be held responsible if there are any measurement discrepancies.
 

General Damage and Defect Policy:

We only carry well packaged products; however shipping damages are always possible. In most cases replacement pieces can be shipped out. It is better to keep damaged items at your home rather than refuse them until the situation is rectified. As long as your delivery receipt is signed as "damaged" you are not accepting fault on a delivery by accepting it. If your item appears to be damaged, please follow the instructions below:

Write "Packaging Damaged" on the delivery ticket. Ensure you mark "yes" in the box asking about damage to the packaging. DO NOT REFUSE DAMAGED ITEMS.
*Inspect all items before you sign for them. If you sign for an item and then later find that it is damaged we cannot send a replacement as we will be unable to file a claim.*
  1. It is important that you contact us within 48 hours of delivery, as freight claims need to be filed within that time frame. Notification of damage after 48 hours of delivery may cause you to be subject to further fees for replacement.
  2. If your package appears even slightly damaged, write "Package Damaged" when you sign for delivery. This will allow us to prove damage to the shipping company. Failure to write this on the delivery ticket may affect your ability to receive a return or replacement.
  3. DO NOT THROW AWAY THE BOX IF ANY ITEMS ARE DAMAGED! In order for us to send a replacement for a damaged item we will need digital photos of the damage sent to us via e-mail. Please understand that dealing with damages is a process that may take a few weeks as we have to involve the shippers. If you have already accepted and signed for a package that has parts missing, contact us right away and we will ship you the replacement parts free of charge. If there are multiple parts damage, we may, at our option have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging and unassembled. GreatRugDeal.com reserves the right to require photographs and/or proof of any damaged product.
To request replacement parts please contact GreatRugDeal.com at support@GreatRugDeal.com or call 1-800-970-5889. GreatRugDeal.com reserves the right to provide replacement parts or replacement items, and/or authorize a repair by a furniture professional for any damaged part to have it returned to it's brand new perfect condition. If damaged orders are canceled they will be subject to the guidelines of the return & cancellation policy and be assessed a minimum of a 20% restocking fee plus shipping fees both ways. (return to top of page)
Defects that have occurred during the manufacturing process and passed the factory's quality control checks are not caused by mishandling during the shipping process. GreatRugDeal.com deals with respected and experienced furniture manufacturers that stand behind their products. In the event that a manufacturer's defect occurs, please email us at support@GreatRugDeal.com and we will present the claim to the manufacturer on your behalf. We will then work with the manufacturer in question to assess the best way to remedy the situation. The remedy may be a replacement of the defective part or item or may consist of a repair. Please note that most of the time defects that pass the quality control check done by the manufacturer as well as checks done by GreatRugDeal.com are very minor in nature. As a result, these can be easily fixed by a professional in furniture repair.
Due to the nature of the rug business, please note that GreatRugDeal.com cannot guarantee that the color of the rug as shown on each individual computer screen will be exactly as pictured. Please note that images of products displayed on the GreatRugDeal.com website may differ in color due to differences in the resolution of computer monitors. GreatRugDeal.com always works with our partnering rug manufacturers to obtain the highest quality photographs of the products and thus depict the merchandise as closely as possible.
Warranty - All items come with their standard manufacturer's warranty. We also offer extended warranties on most products, contact us for details: support@GreatRugDeal.com.

General Cancellation Policy:

Orders canceled prior to shipment will incur a 5% cancellation fee. Orders that are canceled after shipment has occurred will be subject to the rules of the return policy. The return, damage and cancellation policies above are General Policies for all products. Individual products may have unique rules and regulations and will be listed below under the Individual Product Policy. In the event there is a conflict between the terms and conditions of the General Policy and Individual Product Policy, the Individual Product Policy shall control.

Custom Pieces/Made to Order Items: 

Custom orders cannot be cancelled once the order is placed. They are non-refundable and non-returnable. Many of our rug manufacturers are able to make custom rug pieces. If you have any question regarding your order and the return policy, please contact us at 1-800-970-5889 before you place your order. Of course, in the event of damage, the damage policy governs. The item(s) will be replaced or fixed in the unlikely event of damage.

Backorder Policy:

 Orders must be paid in full prior to them being sent to the warehouse for shipment. If a product is on backorder or becomes on backorder after the order has been placed you will be sent an email with the current backorder status of your order. Paid orders have first priority of being shipped out once the backordered item is back in stock. If you have more than one item on your order the entire order will be held until everything is available. You can request that the available items be shipped out now and the backordered item when it becomes available. However, there are additional shipping charges to ship partial orders. 

 

Manufacturers Restocking Fee: 

 A minimum 20% restocking fee is imposed by the manufacturer, or their authorized distributor on merchandise returned. Return of merchandise will not be accepted without prior written consent and shipping instructions. Unauthorized returns will be returned to the customer freight collect. Closeout, discontinued, and surplus merchandise may not be returned. Shipping instructions will be provided, if authorized by the manufacturer or their representative.

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Free Shipping on Hundreds of Products!

 Don't Pay An Extra Penny For Shipping! That's right; we offer hundreds of products with free shipping. Free Shipping is offered only in the 48 contiguous US states. (We do ship to AK, HI, & PR at an extra charge). We promise you won't be surprised with any hidden charges. The fees you see for products offered with free shipping is exactly what you'll pay, unless you live in Utah where sales tax applies. Please be aware that if you return an item marked as Free Shipping, the actual shipping costs will be deducted from your return refund. Not all products qualify for free shipping. Products that do qualify are clearly marked "free shipping". If you order a product without free shipping, the correct shipping fee will be calculated in the shopping cart when you enter your zip code. Read our complete site policies.  

Privacy Statement:

 This privacy statement applies to the website of:

  • GreatRugDeal.com, a Division of Five Star Source, LLC
  • 1206 S. 1680 W.
  • Orem, Utah 84058
  • USA
  • Phone: 1-800-970-5889
  • eMail: support@GreatRugDeal.com


We respect your privacy. This is why we have taken the time to disclose our information collection practices and our privacy policy. Please take the time to review this document.

We collect information for the following purpose(s):

  • Completing or supporting an activity
  • Tailoring the website for its visitors

 

Who has access to the information we collect?

  • Ourselves
  • Delivery services possibly not sharing our privacy policy

The website does not collect data that can identify its visitors; however we reserve the right to exhibit the names of companies or organizations that purchase from any division of GreatRugDeal.com on a partial client list.

If you believe that our website has collected incorrect information or if you would like to dispute any information, please contact us using the address at the top of this page. 

About Our Pricing:

All prices listed are correct to the best of our knowledge, although every effort has been made, we reserve the right to alter these prices without notice. We reserve the right to refuse to honor any incorrect posted on-line prices.  

What if I buy an item and the price is reduced later? We can offer you an in store credit of the difference in price towards your next purchase when prices are reduced within 10 days of the purchase date. Contact Customer Care within 10 days of the purchase date to request an in store credit.

Legal/Collections:

 

At any point when a customer is in default, Five Star Source is entitled to recover all costs incurred in collecting any amount due through their own efforts or through an assigned third party; this includes, but is not limited to, all collection fees, court costs, and attorney fees.

 

Disclaimer of Liability: To the extent permitted by law, neither Great Furniture Deal nor any of its employees, related partners or their respective officers or employees will be liable in any way for any loss, damage, cost or expense suffered or incurred by you or claims made by you because of your use of this site, unavailability of this site or in connection with any products, services or information advertised, offered or supplied through this site. Great Furniture Deal maintains the exclusive right to cancel or refuse any order without limitation. Including price omission, incorrect price, typographical errors, suspicion of fraud, and delivery area restrictions.

Due to the differences in photographic processes and the color calibration of individual computer monitors, rug finishes and fabrics/leathers shown on this website may vary from actual finish.

 

Our Brand

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