Frequently Asked Questions
Welcome to Well Woven! We strive to make the rug selection and buying process as simple and enjoyable as possible. Below you’ll find answers to our most common customer questions— covering shipping, returns, rug care, and custom rug sizing.
If you need additional help, contact us anytime at service@wellwoven.com or call 973-860-0520.
1. What can I expect from my new rug?
Our rugs are shipped rolled tightly in protective plastic. Some rugs may have slight creases or bulges when first unrolled — this is normal and will flatten naturally over time.
To speed up the process, reverse-roll your rug (roll it in the opposite direction) and give it a light vacuum. Over time, gravity and foot traffic will help it relax fully.
Rugs with latex or canvas backing may have a mild “new rug” scent when unrolled. This is harmless and should dissipate after a few days in a well-ventilated area.
Note: Slight size variations (up to 5%) are normal for machine-made rugs.
2. Are you able to make custom sizes?
Yes! We offer custom rugs and custom runners, all professionally bound and serged for a clean, durable finish.
3. What do I do if my order does not arrive?
If your order hasn’t arrived or tracking information seems delayed, please email us at service@wellwoven.com or call 973-860-0520. Have your order number handy so we can resolve the issue quickly.
You can also track your order using the shipping confirmation email sent after your purchase.
4. Can I change or cancel my order once it has been placed?
We process orders quickly to ensure fast delivery, so please contact us as soon as possible: service@wellwoven.com or call 973-860-0520.
If the order hasn’t been processed, we’ll do our best to intercept it. Once it’s processed or shipped, we’re unable to modify, add, or remove items. In that case, you may return the item once it arrives.
5. How do I return or exchange an item?
Please note: Custom rugs, custom runners, and e-gift cards are final sale.
For all other items, you may request a return within 14 days of delivery if the product is in its original condition.
Outbound ground shipping for orders above $99 within the contiguous U.S. is free, but return shipping costs are your responsibility. We can generate a prepaid UPS label and deduct the label cost from your refund, or you can use your own return label — just send us the tracking number for reference.
Return Address:
Well Woven Rug Warehouse50 Hilton Street
Easton, PA 18042 USA
To ensure full credit, rugs must be returned in original or equivalent protective packaging (e.g., thick plastic sheeting, painter’s tarp, or heavy-duty contractor bags). Items with visible wear or damage may not qualify for full refunds.
We do not currently offer exchanges. If you’d like a different size or color, please place a new order once your return is processed.
6. Do you ship internationally?
We offer free ground shipping for orders $99+ within the contiguous United States. Orders below $99 and those shipped to Hawaii, Alaska, or Canada may include an additional fee calculated at checkout, based on location.
At this time, we do not ship outside these regions.
7. How do I clean my rug?
For everyday maintenance, vacuum regularly with the beater bar turned off to prevent damage to the fibers.
If a spill occurs, blot (don’t rub) immediately using a clean cloth. For detailed care instructions, see our step-by-step guide: How to Clean a Rug.
8. Am I able to use my rug outdoors?
Only rugs specifically labeled indoor/outdoor are designed to handle moisture and sunlight. Many indoor rugs contain jute or natural fibers in their backing, which can absorb water and may not dry properly.
Check each rug’s product description before use, and explore our outdoor rug collection for weather-resistant options.
9. Does my rug need a separate rug pad?
We recommend using a rug pad under every rug to extend its lifespan and protect your floors. A rug pad prevents friction damage, adds cushioning, and keeps the rug securely in place.
- Use felt rug pads on finished wood floors — PVC pads may harm the finish.
- Rotate your rug occasionally to promote even wear.
10. When will I receive my order?
Most orders ship within 1–2 business days. Custom-cut runners take up to 5 business days before shipping.
Transit time varies by location and typically adds 1–7 days. Larger rugs shipped via freight carriers may require 1–3 extra days for scheduling and delivery.
11. Is the rug’s color as pictured?
We photograph each rug carefully to reflect its true colors. However, slight differences can occur due to monitor settings, lighting, and screen brightness.
If you’re color-sensitive, consider ordering the smallest size as a sample before committing to a larger rug. You can return it within 14 days if the color isn’t what you expected.
12. How should I wrap my rug for a return?
Reuse the original packaging whenever possible (remove any old shipping labels first). If unavailable, wrap the rug tightly in thick plastic — painter’s tarps or contractor bags work well — and secure both ends with strong tape.
Protecting the rug during return shipping helps ensure you receive a full refund.
13. What happens if an item I want is not available?
If an item is out of stock, feel free to sign up for restock notifications on the product page or contact us for the latest updates at service@wellwoven.com or 973-860-0520.
Some of our most popular styles restock regularly— we’ll be happy to notify you when your favorite rug becomes available again.