Terms

Free Shipping

Catalina Rug offers free shipping including shipping insurance on all our rugs storewide. The carrier and type of shipping we use is FedEx Ground. Your rug will arrive within 2-5 days once you place your order. Check below for a quick rundown of how this works, and what to expect as you enter the fulfillment process. 

Check below for a quick rundown of our shipping FAQ. 

Catalina Rug prefers FedEx Basic Ground for security and consistency.  All orders via Basic Ground shipping are 100% free, including full purchase price insurance, anywhere in the lower 48 states of the United States only, therefore not including Alaska and Hawaii.

FedEx Basic Ground usually arrives within 2-5 business days.

Our standard shipping is via FedEx Ground and we guarantee “Rug to Door” in 2-5 days. If this is not fast enough for you, we offer expedited FedEx shipping options, including Express Ground, Second Day Air, and Next Day Air shipments. If you want an expedited shipping option, please contact us to go over the price and estimated delivery time. Please note that only FedEx Ground is covered through our free shipping and insurance policy.

Because of their oversized nature, we cannot ship our products to APO or P.O. Box addresses.

Once you have completed your order, you’ll get a confirmation email which includes shipping and tracking information.

Your rug arrives tightly and carefully wrapped and inside of a box to preserve it during its journey from Catalina Rug to your door.  We take every possible precaution to ensure the product you receive is in pristine condition.

Because of the way our rugs are packaged, and because of our longstanding relationship with FedEx, damage or loss during shipment is extremely rare.  In the exceptional case where something occurs, we do everything in our power to minimize your inconvenience.  Full insurance coverage is provided by Catalina Rug to cover the cost of any losses.

If you find that your package shows visible signs of damage on receipt, please attempt to open it in the presence of the driver. If the contents of the package are damaged due to shipping process, make sure to document that on the shipping manifest. Damage due to shipping must be reported within 7 days. Contact us immediately so that we have a record of the problem and be sure to retain all packaging materials. If possible, take a photograph of the damaged package, as this can assist in the claims process.

We stand behind every single rug we sell.  Your satisfaction is completely guaranteed.  If for any reason you are not 100% satisfied with your purchase, just return it within 30 days of purchase and we’ll exchange it or refund the purchase price, whichever you prefer.

Same Day Shipping

Orders placed before 2:00 pm Pacific Time Monday-Friday during non-holiday days are shipped on the same day. Orders placed on Saturday or Sunday are shipped on Monday.

Free Returns

We offer Free Returns on all our rugs storewide!  Check below for a quick rundown of how this works
  • No minimum purchase is required to receive Free Returns.
  • Free Returns is available to delivery addresses in the lower 48 states of the United States only, therefore not including Alaska and Hawaii.
  • If you are not satisfied with your purchase, return the product(s) in original condition and in the original packaging or a comparable packaging for a full refund in accordance with our 30 day returns policy. Any product(s) that have been damaged or otherwise altered after delivery will not be accepted for return.
  • Eligible product(s) must be returned with Catalina Rug’s FedEx account, so please contact our Customer Service to arrange the return shipping.
  • Catalina Rug will process your return and issue a full refund with no deduction for shipping after receiving your return of the product(s). Also no restocking fee will be charged for the  return product(s).

30 Days Money-Back Guarantee

We want you to be fully satisfied with every rug that you purchase from Catalina Rug. If you are not satisfied with your purchase, we will gladly reimburse you a full refund in the form of either money back or store credit, which ever you prefer.  All you have to do is return the item in its original condition within 30 days of purchase.

Please Note: It can take 3-5 days for a credit to appear on your account, or 5-7 days to receive a refund check. 

Certified Authentic

Every rug has a lineage and can be traced back to when and where it was made.  Which enables us to appraise each rug and certify its authenticity and value. 

You’ll get a Certification of Authenticity also known as an appraisal certificate for insurance or resale purposes. 

This certification will be sent to your billing address via US postal service 1-2 week after your order is complete.

10 Point Inspection

Every rug has passed our rigorous and meticulous: 10 Point Inspection Process. Each rug goes through a vigorous inspection to ensure quality and durability.

Backed by Catalina’s 23 years of experience. Guarantees you a World Class rug.

Rug Concierge Service

Buy any rug storewide and at anytime you want your rug cleaned, repaired or both – simply Contact Us and we’ll get your rug picked up, taken care of, and returned to you.*

So if your rug gets damaged, by liquids, dirt or pet accidents. If it gets ripped, torn or tattered. We’ll get it fixed for you. Quickly and Conveniently.

This service is exclusive to Catalina Rug customers and the rugs you have purchased from us.

Learn More about our Free Rug Concierge Service here.

*You just pay for the cost of shipping and workmanship(Cleaning and/or Repair)

Recommended Padding

We highly recommend purchasing a rug padding for each rug you purchase. These thick, comfortable polyester/vinyl cushions are the standard in handmade rug care, guaranteed to last for ten years of safe, comfortable, fire-resistant use without flattening or wearing out.

Every padding you order will be cut to size to match your rug perfectly.

Proper handmade Oriental rug care means anchoring your rug in one place and providing a foundation free of bumps and scratches. The best way to protect your rug is by using a pad, which can save your rug from the constant pressure of hard floors and shoes.

Recommended Rug Padding

Payment Methods

We accept Visa, Master Card, American Express and Discover Card, PayPal, personal or business checks, as well as international money orders in US dollars.

No Sales Tax Outside of California

Taxes are not charged if your order’s billing and shipping address are outside of California. Orders that are shipped within California or orders with a California billing address are subject to a sales tax of 9%.

Privacy Statement

Protecting your privacy is very important to us. Any personal information you provide will be treated with care, and subject to our Privacy Policy, will not be used or disclosed in ways to which you have not consented. To learn how Catalina Rug collects, uses, and discloses the personal information you may provide while using our site, please visit privacy policy.

Arbitration Clause

We agree that any dispute or claim in Law or equity arising between us out of this Agreement or any resulting transaction, tortious conduct or services provided hereunder including the determination of the scope or applicability of this agreement to arbitrate,  shall be decided by neutral, binding arbitration conducted pursuant to the  ARC or ADR Arbitration rules, as the case may be,  upon the written request of one party after the service of that request on the other party. The arbitrator shall be a retired judge or justice, or an attorney with at least 5 years of trial or judicial experience, unless the parties mutually agree to a different arbitrator, who shall render an award in accordance with substantive California Law. The arbitration shall be administered at the option of the buyer by ADR either Services, Inc. (ADR). or Alternative Resolution Centers LLC (ARC).   The parties shall have the right to discovery in accordance with California Code of Civil Procedure §1283.05. In all other respects, the arbitration shall be conducted in accordance with Title 9 of Part III of the California Code of Civil Procedure. Judgment upon the award of the arbitrator(s) may be entered into any court having jurisdiction. Interpretation of this agreement to arbitrate shall be governed by the Federal Arbitration Act. The fees for binding arbitration shall be divided equally between us.  The sole and exclusive venue for the arbitration and any legal dispute shall be Los Angeles County, California.  The prevailing party in any action or proceeding arising out of or to enforce any provision of the Agreement will be awarded reasonable attorneys’ fees and costs incurred in that action or proceeding or in the enforcement of any judgment or award rendered.

By agreeing to terms and conditions, the parties hereto confirm that they have read and understood that the foregoing two paragraphs regarding arbitration and, where indicated, voluntarily agree to binding arbitration.  In so doing the parties voluntarily give up important constitutional rights to trial by judge or jury, as well as rights to appeal.