Shipping and Returns
Contactless Free Domestic Delivery on Rugs:
Cozy-Rugs is pleased to offer complimentary shipping on all rugs in the contiguous United States.
Currently, we do not offer free shipping to Alaska, Hawaii, and Puerto Rico. For Alaska, Hawaii, and Puerto Rico shipping costs will vary depending on the size and weight of your order, and the best way to determine shipping costs would be to add the items to your cart and our system will automatically estimate the shipping costs based on destination.
International Shipping:
International delivery is possible contact support [email protected]
White Glove Shipping (Rugs):
We offer the option of white glove delivery for an on all rugs. Our delivery partner will text/email you once your rug is ready to ship and you can choose your delivery day/time. They will confirm your appointment 30 minutes before arrival. A team will arrive, unpack your rug, place it in your room of choice, set it up according to your wishes, and remove all leftover packaging. Our delivery partners are following local guidelines on safe delivery practices. PLEASE NOTE: Our carriers CANNOT remove furniture of any kind. The chosen area must be clear prior to their arrival.
White Glove Shipping (Furniture):
Absolutely free of white glove delivery for on our furniture offerings. Our delivery partner will text/email you once your order is ready to ship and you can choose your delivery day/time. They will confirm your appointment 30 minutes before arrival. White glove includes placement of furniture in the room of your choice (includes two flights of stairs), unpacking and up to 20 minutes of light assembly and removal of debris. Our delivery partners are following local guidelines on safe delivery practices. PLEASE NOTE: Our carriers CANNOT remove furniture of any kind. The chosen area must be clear prior to their arrival.
These additional services must be requested prior to the order being placed. This option can be selected at checkout, or requested via email. No changes can be made to the shipment service once dispatched. Please email [email protected] for additional information.
Domestic Shipping Times:
We ship all rug orders from our warehouse in Acworth, GA. All in-stock orders are generally processed within 14 days. Please note we are currently sending items as they are available to ship. With this in mind, you may receive part of your order within 14 days and the rest will arrive as soon as it becomes available. If you would like us to ship your order complete, please send us an email at [email protected] and we can arrange this for you. Note: Any furniture items will arrive in a separate shipment.
Once shipped, your order should arrive within 2-14 business days if you reside within the contiguous US. Shipping times will vary depending on your state.
Alaska, Hawaii, and Puerto Rico orders may take up to 20 business days to arrive.
Backorders:
Posted shipping dates are estimates and backorders may be shipped up to 6 weeks after the posted date. Backorders are charged when your order is placed but may be canceled at any time prior to shipping for a full refund.
Returns (excluding Furniture):
We make one of a kind, beautiful products and fully stand behind their quality. However, if you need to make a return, we offer a 30-day return policy from the date you receive your order. The item must be returned in its original condition and packaging (or equivalent packaging). PLEASE NOTE: All custom & one of a kind rugs are final sale.
Swatches are final sale and yours to keep. Your account will be credited the cost of your swatch purchases up to $100. The credit can then be applied towards the purchase of a full-size rug.
Please note that all returns must be shipped back within 30 days of receiving your prepaid return label. Any longer and Cozy-Rugs has the right to refuse your return.
Once we process your return, we’ll issue your refund. You will receive a refund less the restocking fees:
To Initiate a Return:
Please send us an email at [email protected] with your order number and reason for return along with any photos that can be included.
For returns, we will email you a shipping label.
Please print and attach the label to the original packaging and drop it off at your local carrier store that is mentioned on the label.
Once the returned shipment is received and inspected at Cozy-Rugs, a refund, minus a restocking fee, if applicable, will be issued to your original form of payment. For restocking fees refer to the above chart.
If you are returning a rug from Hawaii, Alaska or Puerto Rico:
Please note that shipping costs associated with returning items outside of the contiguous US are the responsibility of the customer.
Please reach out to [email protected] so we can provide the return shipping address and further instructions.
For hygienic reasons, we cannot accept returns on unsealed rug pads, pillow inserts, or throws, unless there is a product defect. Photos may be required to process claims for these items.
Returns (Furniture):
Please thoroughly inspect the type, quantity, and quality of goods on delivery. In case the delivery is damaged you are expected to inspect the entire delivery immediately in the presence of the driver and note the damage on the BOL. You are deemed to have accepted the goods delivered in good condition unless you reach out to our customer service team within 48 hours of receipt.
All remarks or complaints should be sent to our customer service team, [email protected] and should contain the following:
Your order number
A brief description of the issue
A photo of the production quality sticker
Photo(s) of the damages or defects
If applicable, videos (such as hardware malfunction, wobble / balance issues)
Cancellations:
Cancellations are not guaranteed. In-stock items are shipped quickly after order placement and typically ship before they can be canceled.
All cancellation requests must be submitted in writing to [email protected] . A cancellation is confirmed only when Cozy-Rugs responds and confirms that the order has been canceled. If a cancellation request is made after the shipment of an order, the cancellation will be treated as a return. Please refer to the steps above to initiate a return.
Contact Us:
Should you have any questions, or need additional help, please contact our Customer Experience team. You can also reach us by email at [email protected], M-F 9am – 5pm EST.