(Return & Shipping Policy for Rugs and Furniture)
At Casa Rugs N’ Rooms, we are committed to offering high-quality rugs and furniture that add elegance and comfort to your home. To ensure your complete satisfaction, whether purchasing online or in-store, we’ve outlined our return, exchange, and shipping policies clearly below.
Shipping Information & Delivery
FREE PICKUP
- You can pick up your purchased items (Marked as Available-in-Store Items) within 24 hours from either our store in Kingston, Ontario.
- Simply select Pick up at Checkout, and we will notify you when your item is ready for pickup.
FREE SHIPPING
- Enjoy free shipping on all area rugs, wall art, and other smaller décor items for orders over $850. For orders under $850, a flat shipping fee of $70 will apply.
- The free shipping offer excludes Northwest Territories, Yukon, and Nunavut.
- We ship all orders within 48 hours of placement, and a tracking number will be issued once your order has been dispatched.
- Shipping progress can be tracked via the courier’s link provided in the shipping confirmation email. Please allow up to 24 hours for tracking information to appear.
- If you have any shipping-related questions, please call us at 613-970-0511.
Return & Exchange Policy for Online Purchases
For items purchased online, you have 3 days from the date of delivery to return or exchange the product if it does not meet your expectations. Items must be returned in new, unused condition (free from stains, odors, or pet exposure).
- Clearance or discounted items are not refundable but can be returned for store credit or exchange.
- You must initiate the return within 3 days of receiving the product for a refund or exchange.
- A 25% restocking fee will be charged for all returns.
- Rug pads (underpads) are final sale once the packaging is opened.
To process your return, simply log into your Casa Rugs N’ Rooms account, select “Complete Orders,” and click “Return Item(s).” We’ll notify you once your return is processed and your refund is issued.
Shipping Fees:
- Shipping charges are non-refundable, and you will be responsible for return shipping costs unless the return is due to an error on our part (such as receiving the wrong or defective item).
- You may return your purchase to one of our Casa Rugs N’ Rooms store locations for in-person returns.
Refund Processing:
Refunds typically take up to 4-5 weeks to process, which includes shipping time, processing the return, and bank processing time.
In-Store Purchases – Return Policy
If you purchased an item in-store, you can return it within 3 days as long as it is in new, unused condition, and you have the original receipt.
- Regular-priced items can be refunded.
- Sale items are eligible for store credit or exchange.
- Rug pads are non-returnable once the packaging is opened.
Items become final sale 3 days after purchase. Returns will only be accepted if the product is stain-free, odor-free, and not exposed to pets.
Damaged & Defective Items
Please inspect your order as soon as it arrives. If you find that an item is damaged, defective, or if you received the wrong item, please contact us within 24 hours of delivery. We will work with you to resolve the issue, whether by providing a replacement, repair, or refund.
Non-Returnable Items
Certain items cannot be returned, including but not limited to:
- Custom or special order products
- Mattresses, Box Springs, and Bedding
If you have any questions or concerns about whether an item is returnable, feel free to contact us for clarification.
Product Warranty
Most furniture sold by Casa Rugs N’ Rooms are covered by a 1-year manufacturer’s warranty, unless otherwise noted. Some products, such as mattresses, have separate warranty terms which are detailed on the individual product page.
Warranties are handled directly by the manufacturer or supplier, and each claim will be evaluated on a case-by-case basis. Items that are misused or damaged beyond normal use may not qualify for warranty claims.
For more information or assistance with a warranty claim, please contact us at info@casarugsnrooms.ca.
Product Returns: General Information
- Returns are subject to written authorization from management and are subject to a 25% restocking fee.
- Customers are responsible for return shipping costs, except in cases where the return is due to an error on our part.
- Returned products must be in new condition, free from damage, stains, odors, and not exposed to pets.
If you need to arrange a pickup for your return, we can assist you. Pickup fees apply based on your location, starting at $35 (plus applicable taxes) within our local delivery area, with additional fees for other zones.
Shipping Information – General Terms
- We offer shipping across Canada and the United States, but some items may have shipping restrictions or may not be available for international delivery.
- Shipping rates are based on the weight of items, and delivery times will vary based on the shipping carrier and destination.
- If an item is out of stock, we will notify you of the estimated availability date and arrange for delivery once restocked.
Note: We strive to process orders as quickly as possible, but delays may occur based on product availability or supply chain issues.
Contact Us
If you have any questions, concerns, or need further assistance, please don’t hesitate to reach out to us at info@casarugsnrooms.ca. We’re here to help ensure your experience with Casa Rugs N’ Rooms is a positive one.