Frequently Asked Questions

We ship to the U.S. & Canada. We do not ship to P.O. Boxes (including APO and FPO) or the U.S. Territories. If the address attached to your order contains a P.O. Box, a member of our Customer Care team will reach out to you for an updated address. If we do not hear back within seven days from the original order date, we will cancel your order.

Free shipping applies to standard ground shipping and handling within the U.S. only, EXCLUDING Hawaii, Alaska, U.S. Territories, and Canada. We do not ship to P.O. Boxes (including APO and FPO) or the U.S. Territories.

If your order has not been shipped: Please email us at hello@esskayrugs.com with your order number and the updated shipping address. Please remember to check your spam / junk mail folders when waiting for a response from us. Sometimes our emails get delivered there instead of your inbox. We also recommend that you add hello@esskayrugs.com to your Email Contacts or Safe Sender list so you don't miss a response from us.

Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

For customers residing in the U.S.: If you received your order within the last 30 days to a U.S. address, we encourage you to use our Self-Service Portal below to return or exchange your product. Please note that we charge a $25 processing for each item returned. For customers residing in Canada: While we do accept returns from Canada, we regret that we cannot issue return shipping labels at this time. If you reside in Canada, received your order in the last 30 days, and would like to return your order, please email our Customer Care Team at hello@esskayrugs.com for authorization and provide us with your shipping label and tracking information. At this time, we do not offer exchanges for customers residing outside the U.S.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

If you have not received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next contact your bank. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund yet, please contact us at returns@esskayrugs.com

All returned items are thoroughly inspected, and any item(s) returned in a condition deemed as no longer sellable will not be refunded. Your product return will not be accepted, or you will receive a partial refund if the following issues are present:
*Pet dander or fur *Dirt or grass stains *Signs of wear, washing, or improper care *Damage or stains Returned item(s) must be shipped back in the original packaging or similar packaging to prevent item(s) from damage while in transport.

Any order that gets cancelled after 24 hours is subject to a 10% administration fee, whether or not your order has shipped. If the order has left the warehouse, you (the buyer) will also be responsible for the return shipping fees as well.