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Shipping Questions

How long will it take to receive my rug?

For Canadian Customers:

  • Shipping Time: 4-6 weeks
  • Process: Rugs will ship to our Canadian distribution facility. From there, we create a FedEx label and ship directly to your address.

For US Customers:

  • Shipping Time: 2-3 weeks
  • Process: Rugs ship directly from our U.S. distribution facility to your residential address.

For International Customers:

  • Shipping Time: 6-8 weeks
  • Process: Rugs ship directly from our Canadian distribution facility to your residential address.

How will my furniture order be delivered?

Local Pickup:

  • Furniture orders are not eligible for local pickup and will be delivered directly to your home.

Delivery Times:

  • In-Stock Furniture: 4-6 weeks for most Canadian and US locations.
  • Out-of-Stock Items: Our team will contact you with an estimated lead time.
  • Custom Furniture (upholstery, finishes, sizes): 8-12 weeks for delivery.

Delivery Options:

  • Standard Delivery:

Typically "threshold" delivery: the box is brought through the doorway.Does not include unboxing or packaging removal.

For remote locations, curbside delivery may be the only option.

Smaller items may arrive via small parcel (e.g., FedEx or UPS) with tracking provided.

For Orders Over $3000 CAD:

  • Threshold Delivery: Delivery into the entryway. For remote locations, curbside delivery may be the only option.
  • Room of Choice: Delivery into any room, including up or down stairs. Ensure stairways/hallways can accommodate the item. Does not include unpacking or assembly.
  • Full Service (White Glove) Delivery: Delivery into any room, including unpacking, assembly, and garbage removal. Does not include hanging of art or mirrors.

Delivery Notifications:

  • Our delivery team will send an email and phone notification with a time slot for your delivery, which can be modified if necessary.
How long will it take to receive my art order?

Delivery Times:

  • General: 8-12 weeks for most Canadian and US locations.

Shipping Details:

  • Larger Art: Ships directly from the manufacturer.
  • Smaller Art: Ships from our stockroom in Guelph.

Tracking:

  • You will receive a tracking number via email once your item has shipped.
Could my furniture delivery be delayed?

Potential Delays:

  • Causes: Manufacturing delays, weather, holidays, and other unforeseen circumstances.
  • Products Affected: Furniture, rugs, framed art, mirrors and lighting.

Communication:

  • We strive to provide updated information as soon as it is available from our manufacturers.
  • We ask for your patience and understanding during these times.
Do you offer Local Pickup for Rugs, Furniture, Lighting & Mirrors?

Availability:

  • Rugs, furniture, mirrors and lighting are generally not available for local pickup unless specified otherwise in the product description.
  • Limited storage space at our retail location & stockroom necessitates this policy.
What happens if my item arrives damaged?

Notification Period:

  • Please contact us within 2 business days of receiving your product if it is damaged or defective.

Claim Approval:

  • Claims submitted after 2 days may not be approved.

Resolution Options:

  • We offer replacements, store credit, or full refunds for damaged or defective items.
Do you ship to remote locations?

Possibility of Additional Charges:

  • Deliveries to remote locations in Canada or the US may incur additional shipping charges.

Notification and Confirmation:

  • Our team will contact you if these charges apply to your order.

Pre-Order Inquiry:

  • To inquire about potential additional shipping charges before placing your order, please contact our customer care team at help@rugandweave.com.
Can you ship to a P.O. box?

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

Returns Questions

Do you provide refunds for returns?

Refunds vs. Store Credit:

  • We do not offer refunds for returns; instead, we provide store credit.

Store Credit Process:

  • Store credit will be sent to you via email.
  • The credit never expires and can be used for any future purchase.

Remaining Balance:

  • If the full credit isn't used at once, the remaining balance can be applied to future purchases.
Do you provide return labels?

Return Label Responsibility:

  • We do not provide return labels; customers are responsible for shipping returned items back to Rug & Weave.

Store Credit Issuance:

  • Once the return is received, a store credit will be sent to you via email.

Return Timeframe:

  • All returns must be received within 30 days of the original delivery date.
What if I receive a damaged or incorrect item?

Process for Error Resolution:

  • If you notice an error in your order, please reach out to our Help Desk at help@rugandweave.com.
  • In your email, include your order number.
  • Our team will facilitate sending you the correct item and provide a return label for the mis-shipped or damaged items.
What if the product looks different than I expected?

Photography Standards:

  • All our products are photographed by our dedicated team in natural light.

Color Accuracy:

  • We strive to represent colors as accurately as possible.
  • Please note that products may appear slightly different in various lighting conditions.

Return Policy for Color Mismatch:

  • If the item doesn't suit your space due to color variation, you can return it to us.
  • Upon receiving the item, we will issue you a store credit.

Trade & Wholesale Questions

Do you have a Trade Program?

Program Overview:

  • Our Trade Program is designed to assist the design community in sourcing unique products for their projects.

Getting Started:

Do you offer discounts for large/bulk orders?

Requesting Volume Discounts:

  • Trade partners seeking volume discounts for commercial, hospitality, or design projects can email us at help@rugandweave.com.

More Information:

  • Please reach out to receive further details on volume pricing options.
Do you offer your products at wholesale pricing?

Offering Custom Pillows:

  • We're thrilled to offer our custom, made-in-house Rug & Weave pillows to retail stores aligned with our brand.

Contact Us:

Design Questions

I need help choosing items for my space. Do you offer Design Services?

Full-Room and Home Design Services:

  • We offer comprehensive design services to assist you in creating the perfect space.
  • Email design@rugandweave.com to connect with our Design Stylist digitally.

In-Store Styling Assistance:

  • Visit our retail store for styling support from our in-store Design Stylists.
  • They can assist with product selections, pillow pairings, and rug sizing.

Secure transactions

Transactions are handled with bank-grade security.

Simple checkout

Our secure checkout is quick and easy to use.

Get in touch

Have questions? Get in touch with us at any time.