FAQ's

SHIPPING

How long will it take for my order to ship? 

All small items are shipped directly from our warehouse in Guelph, ON and will ship out and arrive in about 5-7 business days.Rugs, rug pads, furniture & lighting are all shipped directly from their specific manufacturer. If your item is in stock you can typically expect to receive it in 3-4 weeks from the order date.

How much does White Glove shipping cost for furniture shipments?

White Glove Shipping is a flat fee of $295.00 CAD

Can you ship to a P.O box?

We cannot ship to a P.O box so please make sure to provide Rug & Weave with a valid, municipal shipping address

Timeline on international shipping? 

In stock items from our Rug & Weave warehouse in Guelph, ON will ship out and arrive in about 7-10 business days. 

BACK ORDERS

Why are there so many rugs, furniture & lights on backorder?

Due to the global effects of COVID-19, there have been unexpected delays in the manufacturing of products due to workforce shortage. There are also delays with container ships due to significant port congestion. 

How can I find out when an item is back in stock?

If an item is showing as “Sold Out” on our website, please sign up for a Back in Stock notification within the product listing. You will receive an email once this item is back in stock.

RETURNS

Do you provide return labels?

We don’t provide return labels. It’s the customers responsibility to ship the products back to Rug & Weave. Once the return is received, a store credit will be sent to you via email.

Do we provide return labels for damaged products?

If your item(s) arrived damaged or defective, we are able to provide return labels to ship the product back to us.

Do you provide refunds for returns?

We provide store credit for all returns.  A store credit will be sent to you via email. The credit never expires, and can be used on any future purchase.  If you don’t use the complete balance of the store credit at once, the remaining balance can be used in the future. 

How long do I have to make a return? 

If for any reason you're not satisfied with your purchase, please contact us within 30 days of receiving your product(s) to obtain return information. We offer store credit on all products excluding furniture, lighting & sale products.  

What items are final sale?

Final Sale items include Furniture, Lighting, Holiday items as well as any items in the sale section.

What is the time frame to return a rug sample?

All rug samples are eligible for return for store credit within 30 days.

DAMAGES / DEFECTS / DISCREPANCIES

What can I do if my product arrives damaged?

Please reach out and send a photo of your damaged item to our customer service team at help@rugandweave.com as soon as you notice the damage to process an exchange.

What happens if I receive the wrong item?

Our customer service team can send out a replacement and issue a return label for the mis-shipped item(s) to be sent back to us.

What can I do if the colours/textures are different than expected?

All of our products are shot by our photographer in natural light - we do our very best to represent colours accurately.  Under different light conditions, products can look slightly different. If it doesn’t end up working in your space, you are more than welcome to return the product to us, and we will issue a store credit for you once we receive the item.

STYLING

Do you offer styling tips/advice?

We are happy to provide a free e-styling service where one of our stylists will provide suggestions and recommendations of products that will work well in your space. Please email alyssa@rugandweave.com to connect digitally with our stylist.

If you are looking for styling support in our retail store, any of our sales staff are happy to lend suggestions and advice. 

Do you have a Trade Program for designers?

Our Trade Program for designers is an exciting program that we have created to help the design community source unique products for their projects. New design clients can connect with us by sending an email totrade@rugandweave.com 

Do you have a rug take home program?

Currently, we do not offer a rug take home program.

Do you have a discount for large/bulk orders?

If you are a trade partner looking to receive volume discounts on orders for your commercial, hospitality or design project, please email us athelp@rugandweave.com to receive more information on volume pricing.