FAQs - Magic Rugs
What if my rug arrives in a damaged condition or never arrived?
If your rug arrives in a damaged condition, you have 30 days to let us know and request either a full refund or exchange. Please hold onto all your packaging materials in this case. You can request refunds or exchanges here. If your order doesn’t arrive within 7 business days, please contact us for further details.
What if I want to exchange my rug?
100% Customer satisfaction is our standard. That’s why we’re happy to exchange a rug if it doesn’t suit you. You can learn more about our exchange policy here.
What is your return policy?
Customer satisfaction is very important to us, that's why we offer free returns for defective, damaged or wrongly shipped products. If there are any issues with the items you purchased, please contact us first. We are always at your service. You can learn more about our return policy and start a return request here.
We ship worldwide, to international addresses, U.S. addresses, and APO/FPO addresses. We do not ship to P.O. boxes at this time. We offer free shipping to any orders delivered within the continental U.S. All orders are sent for shipping within 1 business day, and shipments typically arrive within 3-5 business days, via FedEx. You can learn more about our shipping policy here.
Are all your rugs vintage?
Not exactly. When we began our business we started with high quality, unique vintage finds. Since then we’ve expanded our collections to include semi-antique, vintage, like-new and new rugs. For each individual rug, you’ll see a section of the description dedicated to “Condition.” That’s where we’ll tell you all the details about your rug. Keep in mind that we ONLY sell rugs in great condition - whether they are vintage or brand new. You can learn all about vintage rugs here!
How are you able to offer your rugs at such low and discounted prices?
Good question! We don’t sacrifice quality or authenticity to get you the best prices. Instead, we buy directly from the source and bring all our rugs straight to our showroom in Charlotte, North Carolina. We also buy in quantity which allows us to pass on more savings to you. We can guarantee quality and authenticity because each and every rug is evaluated by our team, and we do not accept anything less.
What is the difference between a semi-antique and a vintage rug?
An antique rug is also vintage, but a vintage rug isn't necessarily antique. Vintage rugs are from an earlier generation. Semi-antique rugs are between 30 to 60 years old.
Are your rugs cleaned before I purchase?
Absolutely. All our rugs have been professionally cleaned. Once they hit our showroom floor or get posted online, they are ready to enjoy in your home.
Where do you source your rugs from?
Our rugs come from around the world. We find them - yes, we find them - in amazing places. We travel to wonderful places, like Shiraz, Tabriz, Tibet, Lahore, and so many more! We have extensive relationships with sellers, artisans, and makers. We buy directly through these time-honored relationships and bring our rugs (and our savings) to you.
How do I clean my rug?
You can learn all about caring for and cleaning your rug here. If you still have questions, just get in touch with us and we’ll be happy to help.
Can I cancel my order after it has been placed?
All orders are sent for delivery within 1 business day of the order being placed. You are welcome to contact us directly and request order cancellation if the order has not yet been sent out for shipment.
Will I have to pay sales tax?
If your delivery address is NOT in North Carolina, then you do not have to pay sales tax! We regret that our North Carolina patrons incur sales tax. However, you can always stop in and see us at our showroom in Charlotte, North Carolina!
Is your website secure?
Definitely. We guarantee that any purchase you make on our website will be safe. Although we never intend to have an incident of credit card fraud, if unauthorized charges are made to your credit card as a result of doing business with us, you will pay nothing.
What types of payment do you accept?
We accept all forms of credit card, as well as PayPal and PayPal Credit. We also partnered with Affirm to provide installment options to our customers as low as 0% interest. You can also stop by our showroom in Charlotte, North Carolina and pay in person!