FAQs

What materials are your rugs made from?
Our rugs are made from seagrass, a natural fiber harvested and woven by hand. 

How do I care for my new rug?
See more information on our care instructions and recommendations here

A 9x12 rug isn't the size I need. Do you offer other sizes? 
We offer one standard 9x12 rug size. Because the rug is comprised of one-foot squares woven into a grid pattern, you can easily snip off increments to achieve a smaller size or create cut-outs for fireplaces, built-ins, etc. Use the excess woven squares as a runner or small mat.

If you require a larger rug, purchase our set of loose one-foot woven squares and our twine & needle sew kit to attach additional pieces and extend the length or width of your rug. For larger rooms, some customers prefer to purchase two 9x12 rugs and use the sew kit to attach the rugs together, creating an extra large area rug!

These videos show you how to easily alter your rug size. 

I just placed an order. When will it ship?
We try our best to ship items as quickly as possible. Please allow 24-48 hours for your order to be processed and packaged. Once shipped, you will receive a tracking number via email. Please allow 5-10 days for arrival once the order has shipped.

Can my order be returned? What if there is an issue?
We offer a 100% money back guarantee, if a product arrives defective or damaged. If you change your mind or don’t love your rug, we allow 30 days to send it back to us for a full refund. You must ship it back at your own expense and once we have received the product, we will refund the full amount of your original purchase. Please include a name and order number on the returned parcels.

Please note: If your package has not yet arrived, you must wait for it to arrive first and then, return it for refund.

Can I cancel my order?
You may cancel your order with no penalty. Please email info@shoprushhouse.com. You must cancel your order before it ships. If the order has already been shipped, please use our easy return system.

I have entered an incorrect address. What do I do now?
If you have misspelled or auto-filled an incorrect address, kindly notify us via email at info@shoprushhouse.com. If the given address is wrong, we can correct the address within 24 hours. No change may be made after 24 hours.

How long does shipping take?
Shipping times vary, as we ship from several fulfillment centers based on your location. The average shipping time is 5-10 business days. You will receive tracking information for your order when it ships out so that you may monitor its progress.

I have a question that wasn't answered. Can you please help?
Absolutely! Email us with any questions or concerns about your order. Please send all email to info@shoprushhouse.com. It's helpful to include your order number, if possible.