Q: Is it safe to use my credit card on LuxeYard.com?
A: Absolutely. We value our customers and understand that the safety of your personal information is extremely important to you. We use a wide array of electronic and physical security measures and devices to protect your personal data and credit card information from unauthorized access.
Q: Is it safe to use my debit card online?
A: Absolutely. Please be aware that if you choose to pay by debit card, the amount you charge will be put on "hold", meaning it will not be available to you once you place your order. Once your transaction is processed, the amount of the transaction will be withdrawn from your account and the original "hold" will be voided.
Q: Why would my order to be delayed?
A: If the billing address you provided does not match the information your bank has on file, this may delay your shipment. Please verify that your billing address is correct, especially if your billing and shipping address are different.
Q: When placing an order I get an error message stating that there has been an authorization failure. What went wrong?
A: Please double check the credit card number and expiration date on your card. Please be aware that LuxeYard.com accepts Visa, MasterCard, Discover, American Express for credit card payment.
Q: How can I get assistance if I need it?
A: We have a team of Customer Care Professionals available to serve you with your purchases. Please contact our Customer Care Center vie email at membercare@LuxeYard.com or by phone at 1-800-341-6680.
Q: What are cookies? Do I need to enable cookies on my browser?
A: A cookie is a small amount of data that is sent to your browser from a web site and is stored on your computer's hard drive. If your browser's preferences allow it (most browsers are installed with cookies enabled), each web site can send its own cookie to your browser. To protect your privacy, cookies do not store personal information but instead use anonymous unique identifiers. Each web site can only access the cookie they have sent to your hard drive, not the cookies sent by other web sites.
Q: How do I know it is safe to shop with you?
A: LuxeYard.com takes great pride in offering a safe and secure online shopping experience. We also respect your privacy and we're committed to protecting it.
Shipping & Returns
Q: What is the standard shipping cost for an order?
CONTIGUOUS UNITED STATES (48 STATES)
Free Standard Shipping on all orders within the Contiguous US
ALASKA & HAWAII
Contact our customer service department for shipping costs to your home
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WHITE GLOVE OPTION
Any item can be shipped White Glove for $135.00
*includes moving the furniture in your house
A: We pay the freight charges for all orders within the Contiguous U.S. (Other areas will be charged standard FedEx Ground, UPS, USPS rates, or Freight Rates.) For an extra cost of $135 we can arrange for white glove delivery that includes moving the furniture in your house and placing the rug down where it needs to go. Please contact one of our customer service agents for more details on the cost and process of this service.
Q: What are the shipping costs for returning an order?
A: Customers pays freight for returns. Shipping cost will vary depending on product size and weight, however, customers may contact Customer Care Center to schedule a return shipment at minimum cost.
Q: How are orders shipped and where do you ship?
A: We ship both National and International. All orders are shipped either by FedEx Ground, USPS, UPS or other selected carrier, depending on size and weight of shipment.
Q: Is it possible to get expedited shipping?
A: Typically expedited shipping is available at an additional shipping cost. Please contact our Customer Care Center and speak to one of our Customer Service professionals to see if expedited shipping is available to your address as well as expedited shipping cost.
Q: Can you ship to PO Boxes or Military APO/FPO addresses?
A: Shipments can be sent to PO Boxes and Military APO/FPO addresses, however due to the size of the product, you will need to pick-up during regular business hours. Please allow additional time for orders shipped to these addresses.
Q: Why if my delivery address changes from the time I placed the order and it is delivered?
A: Please contact our Customer Care Center and we will strive to update the address with minimum delay in shipping and no additional cost.
Q: How long does it take to receive an order that was placed?
A: A typical order takes approximately 5-7 days from placing order to receipt. Orders are typically processed within 24 hours and shipped 3-day Ground. Meaning if you placed an order before 2:00 on Monday, it would be processed by 2:00 on Tuesday and you should receive it by Friday. Once the order has shipped you will received a tracking number and you will be able to track delivery status on-line.
Q: How can I track my order?
A: Once an order has shipped out, we will send you an email with the tracking number and you will be able to track the delivery status on-line.
Q: Is someone required to sign for my delivery?
A: A signature is typically not required for delivery when we ship your package. However, some delivery companies and/or drivers may require a signature, which is at their discretion.
Q: Are area rugs covered by a manufacturer's warranty?
A: Every rug we sell comes with a full manufacturer's warranty. This warrants the rug against manufacturing defects in workmanship or materials for a one (1) year period from the date of the original purchase. The manufacturer will repair or replace, at its discretion, the rug without charge. Normal wear and tear is not warranted. To register a claim under this warranty, please contact our Member Care Center via email at membercare@LuxeYard.com or by phone at: 1-800-341-6680. Proof of original purchase is required.
Q: Are there special warranty requirements?
A: You must purchase and use a suitable area rug pad under your rug for this warranty to apply.
Q: What is not covered by a warranty?
A: Normal wear and tear is not warranted, in addition to elements that may affect your rug's appearance over time. In addition, there are conditions are normal and are not considered manufacturing defects, which include, but are not limited to the following:
- Differences in color and texture from samples or from one rug to another
- Roll marks from shipping that will disappear with routine vacuuming
- Seam peaking from rolling the rug that will disappear with reverse rolling
- Shedding, which will decrease and stop over time
- Matting and crushing at pivot points and in traffic paths
- Highlighting and shading from light reflections
- Normal sprouting, pulls or loss of single tufts of fiber
- Exposure to sunlight, humidity, heat, chemicals or atmospheric gases
- Improper maintenance, including use of the vacuum cleaner's beater bar
- Placing a non-water-resistant rug in a damp or wet area
- Damage caused by pets
- Improper cleaning, especially through use of a wet process
Q: Are there other exclusions and limitations?
A. The manufacturer's warranty does not cover normal wear and tear plus certain inherent characteristics including, but not limited to, those described above, which may affect the product's appearance and/or performance over time. It is only applicable to products placed in use indoors and in environments maintained at normal temperature and humidity. It does not cover tears, burns, cuts, pulls, or other damage, deterioration, stain, loss of color or appearance caused by abuse, or improper or inadequate maintenance. It does not cover products placed in use on stairs, ramps, or any area regularly subjected to wheeled or rolling apparatuses.
Q: What are the remedy exclusions?
A. Liability and exclusive remedy of Rug and Decor Outlet under this warranty is limited to actual repair or replacement. LuxeYard.com's total liability shall not exceed the invoice amount to the original purchaser. Ruganddecoroutlent.com is not responsible for bodily injury, property loss or damage, removal or relocation of furnishings, or any incidental or consequential damages or costs associated with repair or replacement.
Q: Is my Warranty transferable?
A: No, the warranty is nontransferable. Warranties on LuxeYard.com products are intended for the protection of the initial purchaser and are not transferable to any other party.
Q: Will using my vacuum cleaner beater bar void my area rug warranty?
A: Yes. Area rugs manufacturers specifically exclude damage by a vacuum cleaner, including the use of the beater bar. This is not a defect in the rug.
Q: Is shedding a defect?
A: All Wool and Wool blend rugs exhibit some degree of shedding. This is normal and not a manufacturer's defect. Although it can be frustrating, the amount of shedding will decrease over time and eventually stop with regular and frequent vacuuming.