Need to get in touch? We're here for you.

Contact

Showroom

Shop

Returns & Exchanges

ECARPETGALLERY

<h3 id="isPasted" style="box-sizing: border-box; -webkit-font-smoothing: antialiased; margin-bottom: 24px; margin-top: 0px; font-weight: 500; line-height: 1.2; font-size: 1.42rem; color: rgb(65, 65, 65); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;"><strong style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-weight: 700;"><span style="box-sizing: border-box; -webkit-font-smoothing: antialiased; font-family: Arial, Helvetica, sans-serif;">Can I change my delivery address?</span></strong></h3><p style="box-sizing: border-box; -webkit-font-smoothing: antialiased; margin-bottom: 1rem; margin-top: 0px; font-size: 16px; color: rgb(65, 65, 65); font-family: sans-serif; font-style: normal; font-variant-ligatures: normal; font-variant-caps: normal; font-weight: 400; letter-spacing: normal; orphans: 2; text-align: left; text-indent: 0px; text-transform: none; widows: 2; word-spacing: 0px; -webkit-text-stroke-width: 0px; white-space: normal; background-color: rgb(255, 255, 255); text-decoration-thickness: initial; text-decoration-style: initial; text-decoration-color: initial;">Changes to an address can be made <strong>within 1 hour </strong>of your order being placed. Once the order has shipped, we can no longer make modifications to your order.</p>

Changes to an address can be made within 1 hour of your order being placed. Once the order has shipped, we can no longer make modifications to your order.

Can I change my delivery address?

Order Modifications & Cancellations

Do you have a retail store to come shop at?

Are your rugs, carpets and kilims new or used?

Is this rug available?

I see this piece has sold out – when will you be getting more?

Can you get a certain rug in another size?

Can I be sure that the colors of the rug photographed will be the same in person?

Can I order a swatch?

Is it normal for my new rug to shed?

Why do you fold the rugs before shipping? Can that damage the rug?

Are all rugs washed before shipped?

What if I want to try 2 rugs but plan on only keeping one?

Do you offer discounts or promotions?

Why should I subscribe to the Newsletter and how can I subscribe?

How do I enter my ECARPETGALLERY promo code during checkout?

I received a discount or promotional code. Are there any limitations to usage ?

Does ECARPETGALLERY have Black Friday Sales?

Do you have staircase runners?

Do you purchase rugs?

Do you appraise rugs?

Frequently Asked

Where do you ship?

What are your shipping standards (Delivery timeline)?

What are the shipping fees?

Do you cover international shipping duties?

What are my payment options?

Can I get my order expedited?

How do I track my order?

Shipping & Payments

I just placed my order. Can I still make changes to my cart?

Are you able to hold my order or delay shipment?

Can I cancel my order?

What is your return policy?

How do I return an item?

Can I return my purchase if it doesn’t suit my space?

Do I have to pay to return an item?

Which items are not eligible for free returns?

Do you offer exchanges?

How long does it take to process a return?

What should I do if I receive a damaged or defective rug or my order is missing an item or I received the wrong item?

What happens if I return a rug from an order that had the BUY 2 GET 10% OFF promotion applied?

Size Guide

What are some popular rug styles?

Do you offer a warranty on your rugs?

Is fringe length included in the listed dimensions?

Are Persian Rugs made in Iran available for purchase to US shoppers?

Product Information

Who qualifies to join our Trade program?

How do I apply for a Trade account?

What is the minimum order amount?

How does the tiered pricing program work?

How do I use / apply my Trade discount?

Can I apply Trade Discount to a sale item?

Trade Program

Can I see rugs in your Showroom in Montreal?

Are all rugs on the website available to see in your Showroom in Montreal?

When can I visit the Showroom?

How should I prepare for my appointment?

Can I bring the designer I am working with to my appointment?

How many different rugs may I see during my appointment?

Can I buy in-person and leave with my purchase on the day of my appointment?

Can I buy in-person and have the rug shipped?

Can I return the rug if I buy it in-person?

What are the advantages of a Private Shopping appointment?

Can I participate in private shopping even if I am not from Montreal?

How long is a virtual appointment?

What topics can be covered during the appointment?

How will you contact me at the time of our appointment?

Private Shopping (Virtual)

Do you offer rug cleaning services?

How do I clean my rug?

What do I do if I spill on my rug?

How do I remove creases from my rug?

What is the best way to store my rug?

Rug Shedding

Rug Care

Do I need a rug pad?

Can a rug pad damage my floor?

Can rug pads be cut to size?

How do I install a rug pad?

How do I clean a rug pad?

Do your rug pads work for staircase runners?

Can I return a Rug Pad?

Rug Pads

Abrash

Age: New

Age: Semi-antique

Age: Vintage

Weave: Hand-knotted

Weave: Hand-tufted

KPSI

Useful Terms

Can I change my delivery address?Updated 4 months ago

Can I change my delivery address?