Returns & refunds

Last updated: October 25, 2026

Custom-cut orders are final sale

Area rugs, runners, stair treads, mats and shapes cut to your size, your choice of carpet, color and edge are made to order. Once we start cutting, the carpet can’t be used for anyone else, so custom-cut orders can’t be returned or exchanged.

Please double-check your measurements, color and edge finish before you order. If you’re unsure, call us or visit the showroom and we’ll help you choose.

Changing or cancelling an order

• Before we cut: you can change or cancel at no charge. Call 413-273-1965 or email us as soon as possible.
• After we cut: the order can’t be cancelled. We’ll let you know what we can still change, such as the delivery method.

Ready-to-ship and stock items

Items that are already made, such as ready-to-ship remnant rugs and Holiday Collection items, can be returned within 14 days of pickup or delivery if they are unused and in the condition you received them.

• Bring the item back to the shop, or contact us to arrange a return shipment.
• Return shipping is paid by the customer unless the return is because of our mistake.
• Original shipping or delivery charges are not refunded.

Damaged, defective or wrong items

Please check your order as soon as you receive it. If anything arrives damaged, has a finishing defect, or isn’t what you ordered, contact us within 48 hours of delivery or pickup with your order number and a few photos. We’ll repair it, remake it or refund it, at our choice, at no cost to you.

Because carpet is cut by hand, finished sizes can vary by up to 1 inch from the size ordered. Colors can also look different on screens than in person.

Binding, serging and repairs on your own carpet

When you bring us your own carpet or rug, we’re responsible for the quality of our work, but not for wear, fading, stains or damage that was already there. Service charges are non-refundable once the work is done. If you’re not happy with our workmanship, tell us within 48 hours and we’ll make it right.

How refunds are paid

Approved refunds go back to your original payment method. Once we receive and check a return, we process the refund within 5 business days. Your bank may take a few more days to show it.

Questions

Call 413-273-1965, email [email protected], or visit us at 1752 Riverdale St, West Springfield, MA 01089.