Rug FAQ
Quick answers to common questions. If yours is not here, call (833) 962-0777 or email joe@jgens.com.
Ordering and delivery
Where do you ship?
We ship to addresses in the contiguous United States. We do not ship outside the United States. See Shipping & Returns.
How much does shipping cost, and how long does it take?
Shipping charges, if any, and delivery estimates are confirmed at order and shown at checkout before you pay. Delivery times are estimates, not guarantees, and carrier delays can affect them.
How will my rug arrive?
Rugs generally arrive rolled in a box. Larger rugs are heavy and bulky, so plan a clear path from the door to the room and a second person to help. Our Buying a Large Rug guide has a short checklist.
Can I cancel or change my order?
Contact us as soon as possible. If your order has not shipped, we will cancel it and refund you. We cannot promise an address change once an order has been processed. See Shipping & Returns.
Choosing a rug
How do I choose a size?
Go bigger than you think, so the rug connects your furniture instead of floating in front of it. Our Rug Size Guide has room-by-room tables for living rooms, dining rooms, bedrooms and hallways. Mark the size on your floor with painter's tape and live with it for a day before you order.
Is the listed size exact?
No. Sizes are nominal and may vary slightly from the listed dimensions. Each product page lists the sizes available for that rug, and not every rug comes in every size.
Will the color match the photo?
Colors may look different on different screens and in different light. If color matters for your room, contact us before you order and we will tell you what we know about the rug.
Do I need a rug pad?
A pad can help keep a rug from sliding and adds a little cushioning. Whether a pad suits a particular rug and floor depends on the rug and the pad, so check the product page and the pad's label. See pads, doors and thresholds.
Can I order a custom size or color?
Ask us. If a custom or special-order item is possible, we will confirm the details, price and timing with you before you order. Please note that custom, altered and special-order items cannot be returned.
Care
Will my new rug shed?
Some shedding is common with new rugs, especially cut-pile and shag styles. Regular vacuuming usually helps it settle. See Materials & Care.
How do I vacuum my rug?
Use suction with the beater bar or brush roll off or raised, and go with the direction of the pile. Avoid vacuuming fringe. Check the care label for anything specific to your rug.
What do I do about a spill?
Blot right away with a clean, dry white cloth, working from the outside in. Do not rub. Test any cleaner on a small hidden spot first, and follow the care label. For large or stubborn stains, a professional rug cleaner can advise.
There are creases in my rug. Is that normal?
A rug that arrived rolled may show creases. Lay it flat, with a second person if it is large, and give it a little time to settle.
Returns and help
Can I return a rug?
Yes, under our return terms. Contact us before you send anything back. The rug must be unused, in original condition and in original packaging. Return shipping is paid by the customer, and a restocking fee may apply. We will tell you the amount, if any, before you send the item back. Custom, altered and special-order items cannot be returned. Full terms are on Shipping & Returns.
What if my rug arrives damaged or is not what I ordered?
Contact us promptly with your order number and clear photos, and we will help. Please keep the packaging until you are sure the rug is right.
How can I reach you?
Call (833) 962-0777 or email joe@jgens.com. You can also use our contact page.