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ECARPETGALLERY

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Once your order has shipped, we will send a confirmation email that includes tracking information. • You can also find your tracking number by logging into your ECARPETGALLERY account. • Please allow up to 24 hours from when you receive your tracking

How do I track my order?

Shipping & Payments

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?

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

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

Do you have staircase runners?

Do you appraise rugs?

Frequently Asked

Where do you ship?

What are the shipping fees?

Do you cover international shipping duties?

What are my payment options?

When will my order ship?

Can I get my order expedited?

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 change my delivery address?

Can I cancel my order?

Order Modifications & Cancellations

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

Do you offer a warranty on your rugs?

What are some popular rug styles?

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

Product Information

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

Who qualifies to join our Trade program?

How do I apply for a Trade account?

What credentials do I need to apply to the Trade program?

Trade Program

Semi-Antique

Abrash

Useful Terms

How do I track my order?Updated a month ago

How do I track my order?