FAQ

📦 Orders & Shipping

How long does it take to process my order? All orders are processed within 1–3 business days after payment is confirmed, Monday through Saturday. You will receive a shipping confirmation email with a tracking number once your order has been dispatched.

How long will delivery take? US orders typically arrive within 5–8 business days after processing. Expedited (3–5 days) and Express (1–2 days) options are available at checkout. International orders take 7–21 business days depending on destination. See our Shipping Policy for a full regional breakdown.

How are rugs packaged for shipping? Rugs are shipped rolled and wrapped in protective plastic or kraft paper. Larger rugs may be shipped in oversized tubes. Some 9x12 and above rugs may require freight carrier delivery. Please retain all packaging until you have confirmed the rug is in satisfactory condition.

How do I track my order? Once your order ships, you will receive a confirmation email with a tracking number. Please allow 24–48 hours for tracking to update. You can also visit our Order Tracking page anytime.

Can I change or cancel my order? Orders can be modified or canceled within 2 hours of placement. After that, the order may already be in processing. Email support@merchnari.com immediately with your order number if you need to make a change.

Do you ship internationally? Yes, we ship worldwide. See our Shipping Policy for delivery times and costs by region.

🔄 Returns & Refunds

What is your return policy? We accept returns within 30 days of delivery on rugs in original, unused, undamaged condition — free of stains, pet hair, odors, and foot traffic. See our full Refund Policy for details.

Can I unroll the rug to see it before deciding? Yes. Unrolling a rug to inspect it in your space is expected and does not affect your return eligibility, provided the rug has not been used, walked on extensively, or soiled.

Who pays return shipping? If your item arrived damaged, defective, or incorrect, Merchnari covers return shipping. For change of mind or size returns, return shipping is the customer's responsibility. Note that return shipping for large rugs can be significant.

How long does a refund take? Once we receive and inspect your return, refunds are processed within 5–10 business days to your original payment method.

My rug arrived damaged. What do I do? Contact us within 7 days of delivery at support@merchnari.com with your order number and photos of the damage and packaging. We will arrange a replacement or refund at no cost.

📐 Sizing & Fit

How do I choose the right rug size for my living room? For a standard sofa arrangement, an 8x10 or 9x12 rug works well. The most common approach is to place all four sofa legs on the rug, or at minimum the two front legs. Allow 18–24 inches of bare floor between the rug edge and the wall. See our blog post How to Choose the Right Rug Size for a full room-by-room guide.

What size rug works under a dining table? Allow at least 24 inches of rug beyond each side of the table so chairs remain on the rug when pulled out. For a standard 6-seat dining table (72" long × 36" wide), a 9x12 rug is the minimum. An 8-person table needs at least a 10x14.

What size runner rug fits a hallway? Measure your hallway width and subtract 4 to 6 inches on each side for visual breathing room. A hallway 36 inches wide works well with a 26-inch (standard 2x8) runner. Allow 6 to 12 inches of bare floor at each end of the runner.

Will a rug look exactly like it does on screen? We photograph rugs to represent colors as accurately as possible, but monitor calibration can affect how colors appear. In general, rugs with warm tones (terracotta, rust, gold) photograph slightly brighter than they appear in person; dark rugs (navy, charcoal) can appear lighter on screen. If color accuracy is critical, contact us before ordering and we can provide additional detail.

🧵 Materials & Construction

What is pile height and why does it matter? Pile height refers to the length of the rug fibers measured from the backing to the top of the pile. Low-pile rugs (under 0.5 inches) are flat, easy to clean, and work well under furniture and in high-traffic areas. Medium-pile (0.5–1 inch) balances comfort and practicality. High-pile and shag rugs (over 1 inch) are soft underfoot but harder to clean and not suitable under furniture legs.

What materials are your rugs made from? Materials vary by product and are listed in the specifications on each product page. Common materials in our catalog include polypropylene (durable, stain-resistant, suitable for outdoor and high-traffic areas), wool (natural, durable, premium feel), cotton (soft, washable, suitable for low-traffic areas), polyester (soft, color-fast, budget-friendly), and viscose/bamboo silk (silky sheen, suitable for low-traffic decorative use only).

Are your rugs safe for radiant heat (underfloor heating) floors? Not all rugs are compatible with radiant heat flooring. Natural fiber rugs (wool, cotton, jute) and low-pile synthetic rugs generally tolerate gentle radiant heat, while thick, dense rugs can trap heat and reduce system efficiency or cause damage. Compatibility is noted on individual product pages where relevant. If you have underfloor heating and are unsure, contact us before ordering.

Are your outdoor rugs weatherproof? Our outdoor rugs are made from weather-resistant polypropylene and are designed to withstand sun, rain, and moisture in covered or semi-exposed outdoor spaces. They are mold and mildew resistant and can be cleaned with a hose. They are not designed for fully submerged or constantly wet conditions.

🧹 Care & Cleaning

How do I clean an area rug? For routine maintenance, vacuum regularly on low suction without a beater bar. For spot cleaning, blot (do not rub) liquid spills immediately with a clean cloth. Use a mild soap and water solution for stains. Avoid saturating the rug backing with water. Full cleaning methods depend on the material — check the care label on your specific rug or the product page.

Can I put a rug in the washing machine? Small rugs, bath mats, and some kitchen mats are machine washable. Larger area rugs are generally not suitable for home washing machines due to size and weight. The care instructions on each product page specify whether machine washing is safe for that item.

How do I stop my rug from slipping? Use a non-slip rug pad cut slightly smaller than the rug dimensions. Rug pads also protect hardwood floors, extend the life of the rug, and add a layer of cushioning underfoot. We recommend using a rug pad with any rug placed on hard flooring.

How do I flatten a rug that arrived rolled? Unroll the rug and lay it flat. Place heavy furniture on the corners if available. Allow 24–72 hours for the rug to relax and flatten naturally at room temperature. For persistent creases, reverse-rolling the rug (pile side out) for a few hours can help. Do not use a steam iron directly on the rug face.

💳 Payment & Checkout

What payment methods do you accept? We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, Google Pay, and Shop Pay.

Is your checkout secure? Yes. Our store uses SSL encryption and checkout is powered by Shopify's secure payment infrastructure.

Can I use multiple discount codes on one order? Only one discount code can be applied per order at checkout.

🛠️ Warranty & After-Sales

Do your rugs come with a warranty? All Merchnari rugs carry a 12-month warranty against manufacturing defects — including backing separation, excessive fiber shedding beyond normal break-in period, and dye defects not caused by improper cleaning or sunlight exposure. Normal wear, pilling in high-traffic areas, and color fading from sunlight are not covered.

My rug is shedding a lot. Is this normal? New rugs — particularly wool and high-pile rugs — shed loose fibers for the first few weeks of use. This is normal and will reduce significantly with regular vacuuming. If shedding continues heavily after 4 to 6 weeks of regular use, contact us with your order number and we will assess whether it qualifies as a defect.