Shipping & Returns

We love talking rugs– and more! If you don’t find your question answered below or in our FAQ give us a shout here. We’ll respond within 2-3 business days.



SHIPPING

  • When will my order ship?

    Items that are ready-to-ship (as opposed to made-to-order or presale, which you can read about in the next question) are generally shipped within 10 business days.

    Within the United States, in-transit shipping times will vary depending on where you live. Once shipped, your order should arrive within 7 business days if you reside within the contiguous United States. Shipments to Alaska and Hawaii may take up to 10 business days.

    Once your order is processed and prepared for shipment, you will receive an email with the order details and a tracking number. Note that it may take up to 24-48 hours for the tracking number to appear online from the time your shipping label is printed, but rest assured that the package is on its way!

    If you have any questions or issues, please email us here and include your order number.

  • What’s the difference between “ready-to-ship”, “made-to-order”, and “presale”?

    Ready-to-ship items are already in our warehouse and will normally ship within 10 business days. A “Ready to Ship” note is listed underneath the “ADD TO CART” button on the product page.

    Made-to-order rugs are woven once you place the order, which means they take a bit longer to get to you. An estimated ship date note is listed underneath the “ADD TO CART” button on the product page. Please note the dates listed are estimates and subject to change.

    Presale items are currently in transit to our warehouse. A shipping lead time note is listed underneath the “ADD TO CART” button on the product page. Please note we do our best to estimate their arrival, and the dates listed are estimates and subject to change.

    Additionally, if any of the items you order are shipping later, detailed shipping information will be included in the Thank You email you receive. Please refer to the screenshot below.

  • How much is shipping?

    We offer free shipping within the contiguous US (excluding Alaska and Hawaii) on all orders with the exception of furniture and lighting.

    Shipping to Alaska and Hawaii:

    Shipping costs to Alaska and Hawaii will vary depending on the size and weight of your order. If a quote is not automatically generated, contact us here and we would be happy to provide you with a shipping quote.

  • Do you ship internationally?

    Not currently, but we’re working on it. Sign up for our mailing list to stay updated for when we do.

  • Why is a signature required for my delivery?

    Updated November 3rd, 2023

    It’s Revival policy that orders over $500 require a signature upon delivery. This is our policy because we want our rugs to arrive safely to your home. While we don’t offer the option to waive the signature, you can work directly with the mail carrier to modify your delivery in case you won’t be home to sign for it. Some carriers can also hold your order for pickup at a convenient location or will allow you to pick a different delivery date. This requires that you reach out to your carrier directly to start the process.

  • Why did you ship my rug folded? Doesn't that damage the rug?

    We’ve spent a lot of time getting the packaging of our rugs just right, with custom-made boxes designed to fit our rugs perfectly. We ship certain rugs rolled, especially when their construction calls for it. In other cases, we fold our rugs during the shipment process. Folding rugs does not damage them. The folding action is similar to what happens when you fold a wool sweater: it may temporarily reveal some creases when you unfold the sweater, but the natural drape of the fibers will eventually resume their position once unfolded.

    A major consideration we made when designing our packaging was to allow for ease of transportation from our facility and to your home. Our durable boxes should also allow you to repack your rug if you’d like to place a return.

  • Furniture Delivery Accessibility Notice:

    The customer is responsible for making sure the purchased item can fit in the room of choice and can be delivered through all entry points by verifying building access and all doorway measurements.

    If a purchased item is declined at delivery and returned to the Revival warehouse without going through the standard Furniture Return Process, 10% of the retail price will be deducted from the refund in addition to the $45 restocking fee.

  • What's your return policy?

    Updated February 2nd, 2024

    We want you to love your purchase! If for whatever reason you are unhappy with an item, you can initiate a return within 30 calendar days of receiving your full order.

    Our return policy offers two options.

    Option 1 - Shop Now. Choose this option if you want to replace your purchase with a different item right now. Please note, discount codes cannot be added if you choose this option. However, if you live in the contiguous US, you’ll get an extra 10% of what you spent in store credit to put towards a replacement item. When you shop now the maximum bonus credit is $100.

    Option 2 - Get a Refund. Choose this option if you’d like to get your money back or opt for store credit. You can either have the charge refunded to your original payment method or receive store credit. If you live in the contiguous US and choose store credit, you’ll get an extra 10% of what you initially spent to put towards a future purchase. When you choose store credit the maximum bonus credit you are eligible to receive is $100.

    Returns are free for all orders within the contiguous US if you choose store credit, with the exception of furniture and lighting.

    For refunds to the original method of payment, we charge a restocking fee depending on the product type (see “How much does it cost to return?” section below for more details). Customers in the contiguous US who return rugs, textiles, and accessories to our warehouse are charged a flat $35 restocking fee. This amount helps us partially offset the costs we incur for shipping, as well as having our warehouse employees complete the QC process, restock, relabel, and repackage returns.

    With the exception of bedding and bath, all returned items must be undamaged, unwashed, unused, retain all original tags, and be in saleable condition in order to be eligible for a refund. For bedding and bath bundles, all items must be returned in order to be eligible for a refund. All returned bedding and bath items will be donated.

    Once the returned item(s) are back at our warehouse, they will be inspected by our team. Provided the item(s) are in as-new condition (with the exception of bedding and bath), we will issue a refund less any applicable fees. Taxes will be refunded in accordance with state laws and returns will be refunded to the original method of payment.

    There’s a problem with my order

    In case of a product defect, please contact us here within 7 days of receipt. While our handmade products are all the better for their imperfections, we’re happy to address all product deficiencies.

    Return Exclusions:

    • Cushion inserts: unless there is a product defect, we cannot accept returns on unsealed cushion inserts for hygienic reasons.
    • Rug pads: we only accept rug pad returns if the rug pad has not been trimmed. We recommend trimming your rug pad only after you determine that you’d like to keep your rug and pad.
    • Custom orders: all custom items are final sale at the time of purchase.
    • Made-to-order: all made-to-order items are final sale at the time of purchase.
    • Damaged goods: we are not responsible for damage during return shipping. These items are not eligible for refunds.
  • How do I start a return?

    To start a return, click here. Learn more about the process and options below:

    Option 1 - Shop Now. Choose this option if you want to replace your purchase with a different item right now. Please note, discount codes cannot be added if you choose this option. However, if you live in the contiguous US, you’ll get an extra 10% of what you spent in store credit to put towards a replacement item. When you shop now the maximum bonus credit is $100.

    Option 2 - Get a Refund. Choose this option if you’d like to get your money back or opt for store credit. You can either have the charge refunded to your original payment method or receive store credit. If you live in the contiguous US and choose store credit, you’ll get an extra 10% of what you initially spent to put towards a future purchase. When you choose store credit the maximum bonus credit you are eligible to receive is $100.

    To return rugs, textiles, and accessories:

    • All returns must be initiated within 30 calendar days of receiving your full order
    • To initiate a return, visit our Returns Center page, enter your email, and click "start a return"
    • After initiating a return, a prepaid shipping label will be emailed to you.
    • Remove the original shipping label and attach the prepaid shipping label that was emailed to the original box.
    • Drop off at any FedEx location
    • Returned items must reach our warehouse within 14 calendar days from the time you receive the return label to be eligible for a refund.

    Alaska, Hawaii, and International: All returns must be initiated within 30 calendar days of receiving your full order. Shipping costs, including any applicable customs and duties fees, associated with items being returned are the responsibility of the customer.

    To start a return, please visit our Returns Center and further instructions will be provided. The returned items must reach our warehouse within 30 days of receiving your full order to be eligible for a refund.

    To return furniture and lighting: All returns must be initiated within 30 calendar days of receiving your full order. Furniture and lighting shipping costs are the responsibility of the customer.

    To start a return, please visit our Returns Center and further instructions will be provided. The returned items must reach our warehouse within 30 days of receiving your full order to be eligible for a refund.

    If you believe you are eligible for a return and the system will not let you process it, please contact us here. We are always happy to help!

  • How do I return multiple items in multiple boxes?

    Our Returns Center is only able to generate one label per return initiated. If you have more than one box to ship back, please initiate a return for each box being returned.

    You can also contact us here and we’ll be happy to send you an additional label. Please include your order number, all of the items you wish to return, the number of boxes being returned, and any feedback you wish to share.

  • How much does it cost to return?

    For all orders within the contiguous US, we offer free returns for store credit with the exception of furniture and lighting. If for whatever reason you are unhappy with an item, you can initiate a return within 30 calendar days of receiving your full order.

    You can also choose to return for a cash refund. For cash refunds, we charge a return fee based on product type. This amount helps us partially offset the costs we incur and supports our warehouse in completing the QC process as well as restocking, relabeling, and repackaging returns.

    If you wish to return for a refund to the original method of payment, we charge a return fee which varies by item as outlined in the table below.

    Product category Return shipping Return window Return Fees
    For cash For store credit
    Rugs, textiles, accessories Free 30 calendar days $35 Free
    Furniture and lighting Paid by you 30 calendar days $45 / item $45 / Item
    AK, HI, & Int’l Paid by you 30 calendar days $35 $35

    Return fees for Alaska, Hawaii, and International (rugs, textiles, accessories): All returns must be initiated within 30 calendar days of receiving your full order. Shipping costs, including any applicable customs and duties fees, associated with items being returned are the responsibility of the customer.

    To start a return, please visit our Returns Center and further instructions will be provided. The returned items must reach our warehouse within 30 days of receiving your full order to be eligible for a refund.

    Return fees for furniture and lighting: All returns must be initiated within 30 calendar days of receiving your full order. As outlined above, furniture and lighting shipping costs are the responsibility of the customer. Additionally, we charge a flat $45 return fee. This partially offsets the costs we incur to have our warehouse complete the QC process as well as restock, relabel, and repackage returns. The returned furniture and lighting items must reach our warehouse within 30 days of receiving your full order to be eligible for a refund.

    To start a return, please visit our Returns Center and further instructions will be provided. The returned items must reach our warehouse within 30 days of receiving your full order to be eligible for a refund.

  • When can I expect my refund?

    It takes anywhere from 5 to 14 business days to inspect and process your return from the day it arrives at our warehouse. You will receive an email notification when your return has been processed and your refund has been initiated.

  • How do I make an exchange?

    To start an exchange, please visit our Returns Center and choose the ‘Shop Now’ option. Please note, discount codes cannot be added if you choose this option. If you live in the contiguous US, you’ll also get an extra 10% of what you spent in store credit, up to $100.

  • How do I cancel an order?

    To cancel an order, please contact us here. Please note we do our best to honor cancellation requests. We cannot cancel an order once it has been shipped.