Terms, shipping and returns

Terms for shopping at rugistan.com and our Evanston and Chicago showrooms. This website is operated by Kapisa LLC, an Illinois company doing business as Rugistan® ("Rugistan", "we", "us"). By using the site or placing an order, you agree to these terms and to the policies linked from them: our Return and refund policy, Shipping policy and Privacy policy. If you do not agree, please do not use the site.

1. Using the site

• You must be of legal age to enter a contract where you live, or use the site with a parent or guardian's consent.
• Do not use the site for anything unlawful. Do not interfere with it, scrape or copy it in bulk, or upload harmful code.
• Photos, text and designs on the site belong to Rugistan or are used with permission. Do not reuse them without our written consent. Rugistan® is a registered trademark.

2. Handmade rugs: what to expect

• Sizes of handmade rugs are measured by hand and may differ by an inch or two from the listing.
• Colors look different on different screens and in different light. We photograph our rugs to be as true as possible; ask us for more photos or a video if color matters for your room.
• Handmade character such as slight irregularities in shape, knots, fringe or dye (abrash) is part of a handmade rug and is not a defect.
• Vintage and antique rugs show signs of age and use that fit their age. We describe noticeable wear or repairs as well as we can.
• Each one-of-a-kind rug is a single piece. If it sells in a showroom before your online order is processed, we will tell you and refund you in full.

3. Prices, orders and payment

• Prices are in US dollars and can change without notice. The price that applies is the one shown when you place your order.
• We try to keep prices, descriptions and availability accurate, but mistakes happen. If an item is listed at a clearly wrong price or with wrong information, we may correct it, cancel the order and refund you, even after you ordered.
• Your order is an offer to buy. We accept it when we ship it or confirm it, and we may refuse or limit any order. Retailers, designers and other resellers are welcome: ask us about trade and wholesale pricing.
• Sales tax is collected where the law requires it.
• Pay-over-time plans (such as Affirm or Shop Pay Installments) are provided by those companies under their own terms.

4. Offers

Some rugs let you make an offer. An offer is not a purchase and commits you to nothing. We may accept, counter or decline any offer. An accepted offer becomes a sale only when you complete payment through the link or invoice we send, and while the rug is still available.

5. Swatches and trying rugs at home

Swatches are sold as described on the product page. Taking a rug home on approval from a showroom is arranged in person, under the terms we agree with you at the time.

6. Shipping, returns and risk

Shipping and returns follow our Shipping policy and Return and refund policy. In short: online orders can be returned within 30 days of delivery, and rugs bought in our showrooms within 7 days; custom-cut rug pads and Final Sale items cannot be returned; and a rug that comes back dirty, with pet hair, odors or stains is charged our standard cleaning rate. Risk of loss passes to you when the order is delivered. Please inspect your rug on arrival and tell us right away about any damage.

7. Reviews and messages you send us

When you send a review, photo, comment or idea, you allow us to use, edit and publish it, with the name you choose, on our site and in our marketing, without payment. Reviews must be honest, about your own experience, and free of unlawful or offensive content. We may decline or remove any submission.

8. Third-party services and links

The site uses services from other companies (such as payment, financing, chat, maps and reviews) and may link to other sites. Those companies' terms apply to their services, and we are not responsible for their content or practices.

9. Disclaimer and limit of liability

Except as stated in these terms and our policies, and to the extent the law allows, the site and products are provided "as is", without other warranties. To the extent the law allows, Rugistan is not liable for indirect, incidental or consequential damages, and our total liability for any claim about an order is limited to the amount you paid for that order. Some states do not allow these limits, so they may not apply to you. Nothing here limits your rights under consumer protection laws that cannot be waived.

10. Indemnity

You agree to cover claims brought against us by others that result from your breach of these terms or your misuse of the site.

11. Governing law

These terms are governed by the laws of the State of Illinois. Any dispute will be handled in the state or federal courts located in Cook County, Illinois, unless the law where you live gives you the right to bring it elsewhere.

12. Changes and other terms

We may update these terms by posting a new version on this page; the date below shows the latest version. If any part of these terms is found unenforceable, the rest still applies. Our not enforcing a term is not a waiver of it.

13. Contact

Questions: care@rugistan.com, Evanston 847-863-1249, Chicago 312-868-1898.
Kapisa LLC, doing business as Rugistan, 4815 N Western Avenue, Chicago, IL 60625, United States.

Last updated: October 11, 2026

Free shipping on every rug and rug pad to the contiguous United States. Rugistan® ships handmade, vintage and brand rugs, and rug pads, from our Evanston and Chicago showrooms and from our makers' warehouses. Your delivery estimate is always shown at checkout before you pay.

Shipping costs

• Contiguous United States: free shipping on every rug and rug pad, every day.
• Faster shipping, when offered, is shown at checkout.
• Alaska, Hawaii and Canada: shipping is calculated at checkout.
• Other countries and U.S. territories: contact us before you order and we will quote shipping.

When your order ships

• Rugs from our showrooms ship the same day or the next business day after your order confirmation (excluding weekends and holidays).
• Brand rugs ship directly from the maker's warehouse, usually within a few business days.
• Delivery time depends on your location and the carrier; checkout shows the estimate.

You will get an email with your tracking number as soon as your order ships. Please allow up to 48 hours for tracking to show movement.

Furniture from Room & Rugs

• Large furniture (sofas, chairs, tables, benches, sideboards): white-glove delivery to the room you choose, unpacked, set up and the packaging taken away. Free on furniture orders of $2,000 or more; $199 for smaller orders.
• Accent pieces (stools, poufs, ottomans, small tables): free shipping by parcel carrier.
• Furniture ships from the maker to the contiguous United States. Each piece shows its lead time; made-to-order pieces take about 6 to 8 weeks. We call or text to schedule white-glove delivery.

Local delivery (Chicago area)

Free local delivery is available for orders over $500 within 30 miles of Chicago. For smaller orders, we will tell you whether your order ships or is delivered locally. Deliveries are made between 8 a.m. and 7 p.m., seven days a week, weekends included, and we text the phone number from your order before we arrive.

Pickup at our showrooms

Choose pickup at checkout if you prefer. Your order is usually ready within 4 hours, and we email you when it is. Please bring your order confirmation.

• Evanston: 600 Dempster St, Evanston, IL 60202 (two storefronts side by side at 600 and 602 Dempster). Open every day, 10 a.m. to 6 p.m.
• Chicago (Lincoln Square): 4815 N Western Ave, Chicago, IL 60625. Monday to Thursday 10 a.m. to 6:30 p.m., Friday to Sunday 10 a.m. to 6 p.m.

International shipping

Online checkout is open for the United States and Canada. For any other country, contact us first and we will quote shipping. Free shipping does not apply outside the contiguous United States, and import duties, taxes and VAT charged by your country are the buyer's responsibility. We do not ship to Russia, Belarus, Iran, North Korea or any other country under U.S. trade restrictions.

Damaged or missing deliveries

Please check your rug when it arrives. If the package is damaged, the rug is damaged, or tracking shows no movement for several days, email care@rugistan.com right away with your order number, and photos if anything is damaged, and we will make it right.

Returns

See our Return and refund policy: 30 days on online orders, 7 days on rugs bought in our showrooms.

Questions? Email care@rugistan.com, or call Evanston at 847-863-1249 or Chicago at 312-868-1898.

Last updated: November 10, 2026

Not right in your room? Return it. Online orders can be returned within 30 days of delivery. Rugs bought in person at our Evanston or Chicago showroom can be returned within 7 days. Rugistan® is a family-owned rug store with showrooms in Evanston and Chicago, and we want you to love the rug you live with.

How to return a rug

1. Email care@rugistan.com or contact us with your order number. We reply quickly with simple return instructions.
2. Pack the rug the way it arrived, in its original packaging or in plastic.
3. Ship it back within 7 days after we approve the return, or bring it to our Evanston or Chicago showroom if you live nearby.

Once the rug is back and checked, we refund you to your original payment method or as store credit. Your bank may take a few business days to show it.

Return windows

• Online orders: 30 days from delivery to ask for a return. Some brand rugs ship from the maker's warehouse, so contact us first and we will arrange the return with them.
• Showroom purchases (rugs bought in person in Evanston or Chicago): 7 days from the day of purchase. Bring the rug back to the showroom in its original condition, for a refund or store credit.

To keep returns fair for everyone

• Measure first: rugs are heavy and costly to ship both ways, so please measure your space and ask us for more photos or a video before you order.
• No restocking fee on our handmade rugs, even for a change of mind. Brand rugs that ship from the maker's warehouse may carry the maker's restocking fee; we tell you before you send one back. There is never a fee when a rug arrives damaged, defective or is not the rug you ordered.
• Return shipping is paid by the customer. If you use the label we send, its cost comes out of your refund.
• Rugs should come back the way they arrived: clean and unused. If a rug comes back with dirt, pet hair, odors or stains, we have it professionally cleaned and deduct our standard cleaning rate. A rug with pet urine, cuts or other damage cannot be accepted as a return.
• Please ask us before sending a return, so we know it is coming.

Items that cannot be returned

• Rug pads cut to size, including custom-cut Durahold Plus
• Special orders and custom sizes
• Items marked Final Sale
• Gift cards, and rug cleaning and repair services

Damaged, defective or wrong item

If your rug arrives damaged, defective or is not the rug you ordered, email care@rugistan.com right away, with photos if you can, and we will make it right.

Swatches

For many brand rugs you can order a swatch before you buy: a flat $50 that covers shipping both ways. Contact us within 30 days for the return instructions.

Free exchanges

Not the right rug? Exchange it for any other rug within 30 days of delivery, with no fee. Bring it to either showroom, or contact us and we send the new rug once the first one is on its way back; you pay only any difference in price.

Furniture from Room & Rugs

• In-stock furniture: 30 days from delivery to ask for a return, unused and in its original condition. Contact us first and we arrange the pickup with the maker.
• Made-to-order furniture (marked “Made to order” on its page, such as Mitchell Gold + Bob Williams upholstery) is built for you and cannot be returned once the maker starts on it. You can cancel for a full refund until the maker confirms production.
• Return pickup: white-glove pickup of large pieces is $199, taken from your refund; for accent pieces that came by parcel, the return label cost is taken from your refund. Some makers charge a restocking fee on returned furniture; we tell you the amount before you send a piece back.
• Damage: please check each piece at delivery, note any visible damage with the delivery team, and tell us within 3 days with photos. We repair, replace or refund it at no cost to you.

International orders

International returns are accepted case by case, so please ask us before you order.

Trying a rug at home

Shopping in our Evanston or Chicago showroom? Ask about taking a rug home on approval before you decide.

Questions? Email care@rugistan.com, or call Evanston at 847-863-1249 or Chicago at 312-868-1898.

Last updated: November 10, 2026