FREE SHIPPING - on orders over $150!
EXTRA 10% OFF! - use code EXTRA10
FREE RETURNS - 30 day returns policy!

Help & Contact

Please select the subject below and click for more information.
  • Are your products in stock?

    Unlike many other online flooring retailers, the majority of our products are available in stock and ready for next day shipping. If you wish to order a large quantity of a particular item, please contact us in advance to ensure we have the required amount in stock.

  • How secure is your online payment?

    At CarpetRunners.com we are very security conscious. We use strong SSL encryption on all pages you enter personal details. You may pay online or by phone using either your PayPal account, or any of the credit and debit cards listed at the bottom of our website. Online credit card and debit card payments are handled by Worldpay and our merchant acquiring bank Streamline (NatWest). Together they provide a secure internet payment system for both credit and debit card payment. All payment information is encrypted using state of the art SSL encryption.

  • What is SSL and how does it protect my privacy?

    The SSL protocol in use on this site is the Web standard for encrypting communications between users and SSL (secure sockets layer) e-commerce sites. Data sent via an SSL connection is protected by encryption, a mechanism that prevents eavesdropping and tampering with any transmitted data. SSL provides businesses and consumers with the confidence that confidential data sent to a Web site, such as credit card numbers, are kept private.

  • How long does shipping take?

    Shipping of runners takes around 5 to 10 working days. Shipping of rods can be around 10 - 20 days, sometimes longer if made to order.

  • How will my runner be delivered?

    All of our products are dispatched using a trustworthy, reliable courier. They provide high quality, 24-hour service. All parcels are signed for, giving you peace of mind. Tracking numbers are available upon request once the order has been dispatched.

  • Can I track my order?

    You can track your parcel by logging into 'My Account'. We will also email you the tracking details once the item has been dispatched and collected by our courier.

    If you cannot locate the tracking details, please contact us and we will provide tracking information and guide you through the tracking process.

  • Do you have a returns policy?

    Returns Policy


    Great News! We offer a Free 30 Day Returns Service.........

    On all orders over $150 (excluding shipping). If you inform us within 30 days of receiving the product then you will qualify for our free returns service.

    Simply email us at help@carpetrunners.com to make us aware of your return. We shall then arrange a collection to take place. The item/s will be collected from your address and returned back to our warehouses or we will send you a returns label to drop off at a local drop off point. Upon return, we will refund the value of the item/s excluding any delivery fee's that had been paid at the point of the order being placed.

    If your order is under $150 (excluding shipping), then please arrange to send it back to our address at your own expense.

    • Items must be packed in exactly the same format they were dispatched. If the items are packed larger than they were shipped, we will incur further shipping charges which will be deducted from the refund, or were necessary charged to you (the customer).
    • We must be notified within 30 days of the order being received. Please note that the process of arranging the collection however may take longer.
    • Shipping costs paid on the original order are not refundable.
    • Please return the item to us within 30 days of taking delivery of the product.
    • Send the product back to us in an unused condition and in its original packaging.
    • Enclose your invoice in the package with instructions to either refund or exchange.
    • We advise you obtain proof of postage.
    • If you return an item that is damaged, we shall either replace the product or issue a refund at your request.
    • Whilst every effort is made during photography processes, to accurately reproduce colours we do not accept any responsibility for the payment of returning items if there has been a misrepresentation of colour.
    • This does not affect your statutory rights as a consumer.

    *Please note that the following products are excluded from our free returns service and 30 day return policy......Orders under $150 (excluding shipping), Full Width Samples (1ft Length), Remnants/Clearance Runners, Made to Order Carpet Runners, Underlay/Grippers/Underlay & Gripper Packs, Made to Order Stair Rods, Made to Order Door Trims, Made to Order Brink & Campman, Made to Order Alternative Flooring, and opened wedding runners.

    Should you need to send a product back to us on your own accord then our returns address is as follows:-

    CarpetRunners.com
    155 Water St B3
    Brooklyn NY 11201

  • How true to life are your product images?

    We are constantly reviewing and improving pictures to ensure they are as accurate as possible. Unfortunately, there are too many variables for us to be able to guarantee that all runners will be exactly the same colour as depicted on our website. 

     

    If you would like to confirm the color of a runner, you can order a sample from the product page. To do so, select "Full Width Sample/Door Mat" from the length drop down on the product page.

  • What are the quality of your items like?

    CarpetRunners.com deals only with reputable manufacturers and importers. Whether you are purchasing one of our budget products or our superior quality products you can be assured that they have been made to a high-quality standard. As with all goods available for purchase, quality varies with price and so it follows that more expensive items will generally be manufactured using better quality materials and more dense piles. Please contact us if you would like any further details regarding the quality of a particular runner.

  • How do I care for my product?

    Regular vacuuming and general cleaning on a periodic basis will help to ensure that your runner looks good for as long as possible.

  • What is the best way to contact you?

    Got a question? Have a problem? - We would love to help!

    You can call our customer service team toll free on 1 (866) 300-1360 between Monday to Friday 7am-6pm EST (Closed Bank Holidays).

    Complete the contact form (here) and a member of our dedicated customer service team will get back to you within 24hrs!

    Complete the contact form............Click here

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