Shipping & Returns

By visiting or shopping at this website, you accept the following terms and conditions:
At To The Trade, we strive to deliver unmatched customer service. We aim to provide the best possible information in regard to how long it will take to receive your order. 
 
Estimated Shipping and Delivery Times
Estimated shipping times vary between carpet sizing. Please note that these are only estimated shipping times and are subject to availability of products and/or manufacturer’s availability. If any product(s) that you have ordered is out of stock or on back order, we will do our best to contact you with a new shipment date. Items ordered together may not arrive during the same delivery time frame. We only ship within the continental United States and are unable to ship to P.O. and A.P.O boxes.
Broadloom: Estimated delivery times are between 24-48 hours.
Area Rugs: Estimated delivery times are between 2-3 weeks due to the binding and surging process.
 
UNFORTUNATELY, AT THIS TIME, WE DO NOT OFFER:

  • International Shipping
  • Delivery to a PO Box, Military Post Office or Freight Forwarding Company
  • Shipping to Alaska, Hawaii, or Puerto Rico
  • Exchanges for any items
     

MADE TO ORDER ITEMS
Certain products on the site will be made to order by the manufacturer. This means production will begin on the item after your order is placed which does not include processing time. Made to order items cannot be returned or exchanged at any time.
 
RETURNS
If you would like to simply return the product then the product must be sent back intact at customers expense with a 25% restocking fee, but no refund will be given for said product. Otherwise, we do not allow returns to be given for any delivery on all rug products including custom rugs, rugs purchased on sale, and broadloom. We will not accept returns or give refunds for any of the following listed above unless deemed damaged or defective by The Trade’s team and will not refund original shipping charges. Refunds may only be issued if the carpet falls under as defective, in return will be labeled as a claim. If your rug has been issued as defective by one of our Trade specialists, then the amount purchased for rug will be credited to customer’s account but will not include shipping charges. To file a claim, use the steps listed at the bottom of the page.
Custom Size Rug Returns: Custom Sized rugs are made to customer’s specifications and cannot be returned. Special orders begin production immediately upon order placement. As a result, the item(s) cannot be cancelled, changed, returned or refunded at any time. If you need assistance or have questions about a custom rug order, please contact us at (423) 417-1762 or [email protected].
Sale Rug Returns: Rugs bought within a promotional sale cannot be return since purchased at a discounted price. Although, if the area rug was purchased during a promotional sale and has been labeled as a claim by The Trade’s specialist, then The Trade will credit the customer’s account with the price at which the rug was purchased.
Broadloom: It is the customers responsibility to check that the product sent is what was ordered, the right color, the right pattern, the correct size, and to check for visual defects before cutting the material. If material has been cut, fitted, or installed, no adjustments or claims will be considered for the reasons listed. If the carpet does not match what was originally ordered contact one of The Trade’s team members at [email protected]. The Trades customer service team will help you through the process of returning incorrect material and then The Trade will resend the correct product at The Trades expense.

  • Please note a claim request will only be accepted within 30 days of delivery and original shipping charges will not be refunded. If you are unsatisfied with your rug and it has been labeled as defective by our claims guideline then all items must be sent back in the original packaging. If original packaging is unavailable, the customer is responsible for arranging equivalent packaging.
     

OVERSIZED ITEMS AND FREIGHT RETURNS
Oversized items (rugs over 7×7 and larger) will travel via freight carriers which have extended processing and delivery times. Oversized items will be delivered to your entryway or in room of choice depending on the shipping method you selected upon checkout. A signature will be required upon delivery. Return authorization for rugs over 7×7 or larger and oversized items that travel via freight can be arranged by contacting [email protected]. Claim requests will only be accepted within 30 days of the delivery. If purchased product has been labeled as a claim, then freight returns will be issued a credit refund less original shipping and handling charges.
 
DAMAGED ITEMS

  • When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for a shipping carton to show some wear, however, if damage occurred to the item(s) in your shipment, please contact us immediately at (423) 417-1762.
  • Please provide the order number along with your email address and phone number for expedited service.
  • To assure prompt resolution, please retain the shipping box, packing materials and the damaged items for inspection by the carrier.

To file a claim on an item, please follow the steps below:

  • Within 30 days of delivery check the product:
    o    Quality – Is this what I ordered?
    o    Color – Is this the right color?
    o    Pattern – Is this the pattern correct?
    o    Size – Is the size correct?
    o    Look for visual defects
      • If material has been cut, fitted, or installed, no adjustments or claims will be considered for the reasons listed.
  • Contact us by emailing [email protected] with “Claim” in the subject field and a small description about what is going on with your purchased carpet.
  • A Trade’s team member will email you back with a claims form
  • Fill out the form along with photographs of said “defective” areas. 

Here at The Trade, we want you to be happy with your purchase and will do everything in our power to help you with your designer needs! If you have any questions about our Shipping & Returns policy, feel free to contact us at (423) 417-1762 or email us at [email protected].