Orders and Return Policy
Our carpets are designed and produced by hand, with meticulous attention to quality and craftsmanship. We want your GuildCraft carpet to bring you years of enjoyment. If you are not completely satisfied with your order, please contact us within 5 days of delivery to discuss the options for refund or exchange. (Please note that special or custom orders cannot be returned, but will be replaced if defective. See our Special Orders page for details.)
We will cancel stock orders upon request whenever possible; however, once the item has been processed for shipment, cancellations or changes to the order cannot be accommodated without incurring additional cost.
The customer is responsible for the cost of insured return shipping, unless alternative arrangements have been agreed to ahead of time. Before returning a rug, please contact us for a return authorization number. Carpets that show up on our doorstep without notice will not be accepted. Rugs for exchange or return should be sent via UPS, FedEx ground, or any other carrier that can provide tracking information.
All items must be received in new condition. If a rug is returned and is damaged or soiled, we reserve the right to refuse it, or to assess a handling and cleaning charge, at our discretion, and to deduct that charge from any refund owed.
Please make sure to completely wrap the rug in the original packaging, if intact. Otherwise, a sturdy, waterproof covering is required. Plastic garbage bags or poly-propylene type wrappings are not acceptable because they rip during shipping, exposing to rug to dirt and wear from being dragged. The cost of cleaning or repairs due to shredded packaging and shipping damage is the customer’s responsibility, so a good, protective wrapping job is highly recommended. We suggest buying a plastic tarp and being very generous with the packing tape too, so that the carpet is rolled in several protective layers and very securely taped up. The bright blue or army green tarps commonly sold at Home Depot, Menards, or hardware or home-improvement stores protect very well and help ensure that your carpet is returned undamaged.
Please note that rug pads that have been opened cannot be returned.