Customer service
Dover Rug is dedicated to providing our customers with a superior level of service. Please see below for the ways in which we can assist you.
We Want to Hear From You
Couldn't find what you were looking for? Have a great idea for a new product? We value your feedback and want to hear from you. To let us know how we can improve your shopping experience, or to ask a specific question about your order, email us. For questions about an existing order, you may also use our Order Tracking feature below.
Contact Us
Order by phone anytime: 800-368-3778
Order by fax anytime: 1.508.651.3507
Contact Customer Service: 800-368-3778
7 days a week: Mon, Tue, Sat from 9am to 6pm (EST); Wed, Thurs from 9am to 9pm, and Sun from 12pm to 5pm
Outside the United States: +1.508.651.3500
(We are only able to ship to the United States, U.S. Territories, and APO/FPO addresses.)
returns and exchanges
Return and Exchange Information
To return merchandise, you must contact us first to get an authorization code for the returned merchandise. Email: support@doverrug.com or call us (508.651.3500) to get the authorization code with specific instructions about how to return items.
Please note that you are responsible for return shipping costs and refunds are subject to a 25% restocking fee. If merchandise is returned due to a defect or error on our part, we will refund the entire amount of purchase and any shipping charges.
Wrap any returned item in the original packaging or equivalent, and use tape to secure it. Return items will be inspected upon arrival, and items that have been soiled or damaged may be refused or cause you to incur additional fees. Refunds may take up to six weeks to fully process, though it is our goal to process all refund requests expeditiously.
All Area Rugs, Except Persian Area Rugs
Rugs must be returned within 7 days of delivery. Merchandise must be returned in its original packaging or equivalent.
Refund Terms
Oriental / Traditional / Persian Area Rugs: these rugs must be returned within 7 days of delivery in order to receive a refund. Merchandise must be returned in its original packaging or equivalent.
All Other Rugs: must be returned within 7 days of delivery in order to receive a refund. Merchandise must be returned in its original packaging or equivalent.
Rug Care Items & Rug Accessories: Rug care items and rug accessories (i.e., rug pads) must be returned within 7 days of delivery in order to receive a refund.
Damaged Merchandise
If your shipment shows visible signs of damage on receipt, please attempt to open it in the presence of the delivery person. If the contents of the package are damaged due to the shipping process, make sure this is documented on the shipping manifest. Damage due to shipping must be reported within 7 days.
Contact Dover Rug (508.651.3500) immediately so that we can address and resolve the problem. Retain all packaging materials. If possible, take a photograph of the damaged package, as this can assist in the claims process.
security
Secure Online Payments
We secure your information during every transmission through use of Secure Sockets Layer (SSL) software which encrypts your personal data. When you purchase merchandise through this site, only the last four digits of your credit card are shown to confirm orders, though the entire number is used for the transaction with the associated bank or credit card company. We accept Visa, Master Card, American Express, Discover Card, International money orders (in US dollars), PayPal.
As an added measure of precaution, we encourage customers to guard their username and password information. Log off from your account whenever leaving the website.
Privacy Statement
Protecting your privacy is very important to Dover Rug. Any personal information you provide will be treated with care, and your personal information will not be used or disclosed in ways to which you have not consented. If you suspect any of your personal data has been misappropriated through www.doverrug.com, please contact us immediately.
policies
Dover Rug Promise and Commitment
We stand behind every product we sell, from beginning of your shopping experience until the rug reaches your home. We are committed to providing you with the best products and the most complete and latest selection of quality rugs available. We also take great pride in knowing that 80% of our business is from repeat customers. Relationship (customer) service in a family environment is the goal we aspired to with each and every customer. We delight in the fact our prices are among the best deals, if not the best deal you can find online or elsewhere.
Payment Options
We accept Visa, Master Card, American Express, Discover Card, national/international money orders (in US dollars)
and PayPal.
Sales Tax
There is no sales tax charged on products shipped within the USA, with the exception of Massachusetts
Privacy Statement
Protecting your privacy is very important to Dover Rug. Any personal information you provide will be treated with care, and your personal information will not be used or disclosed in ways to which you have not consented. If you suspect any of your personal data has been misappropriated through doverrug.com, please contact us immediately.
Limitation of Liability
doverrug.com is published online to extend greater local, regional, national and international access to products offered through Dover Rug, 549 Worcester St. Natick, MA 01760, USA. We make no expressed or implied warranties or representations with regard to the information contained in this website, including but not limited to quality, merchantability, performance or fitness for a particular purpose. In no event shall Dover Rug, its officials, employees, business partners nor agents be liable for any direct, incidental, consequential, or indirect damages arising out of the use or inability to use our website, our services, our products, information or transactions provided through doverrug.com.
Doverrug.com is not responsible for any typographical errors contained in the website, and we reserve the right to cancel or amend any order that has a pricing error due to a technical mishap, miscommunication from vendors, or typographical error(s).
shipping and delivery
My Order Status
To track your order:
- Sign into "My Account"
- Click Order Number, then
- Click Tracking Number
If tracking info is not available through this link, your order may already be in the process of delivery. It can take up to 24 hours for the tracking information to be updated.
As an added measure of precaution, we encourage customers to guard their username and password information. Log off from your account whenever leaving the website.
Shipping and Delivery
Shipping is free to any area in the continental US (does not include Hawaii or Alaska). We will process your order within 1-3 business days and ship via our preferred partner, UPS. Standard free shipping is through the UPS ground shipping service.
Estimated delivery time for most rugs is between 1-2 weeks, but can vary based on availability. Expedited shipment processing is available for a fee. For shipping outside the continental US, shipping and any applicable customs and duty charges will apply.
Please note that we cannot combine shipping of multiple orders going to the same address. In addition, we are not able to ship to PO Boxes and APO addresses at this time.
To protect you from the theft or misdirection of your shipment, you may request a signature upon delivery
Frequently Asked Questions
Q: Is it safe to order a rug from the internet?
Our website and payment process are extremely secure. Your personal information will never be shared, and your credit card information is protected and encrypted at every level of the payment process.
Q: What if I order a rug, but don’t like it when it arrives?
All rugs are returnable, making your purchase virtually risk-free. Click HERE to learn more about our return/exchange policy.
Q: How long will it take to get my rug?
Most rugs will be processed and shipped within a week. Due to inventory fluctuations, some rugs may take longer. The shipping timeframe may also be affected by your location.
Q: Is there someone I can talk to if a problem arises?
Yes. Call 800-368-3778 during business hours and someone will be available to help.
Q: I don’t want to use my credit card online, is there another way to order and pay?
Yes. Feel free to stop by Dover Rug in Natick or Hanover MA to place an order and pay for your purchase. You may also call the store to place an order.
Q: Are the prices for rugs on the website different from the prices in Dover Rug Stores?
Generally speaking, the prices are the same. Occasionally we will have in-store specials that don’t include online purchases. Conversely, there will occasionally be online discounts that don’t apply to store purchases.
Q: Does my rug come with a warranty?
Most rugs come with a one-year manufacturer’s warranty.
Q: Can I see the rug before I purchase it?
Dover Rug has an outstanding selection of rugs in inventory. If your rug is in the store, we encourage you to stop by and see it in person. Call 508-651-3500, or stop by 549 Worcester St., Natick, MA 01760 or 1344 Washington St., Hanover, MA 02339. USA.