Frequently Asked Questions

Our furniture isn’t available to order online. We sell furniture exclusively through the showroom, to ensure all your questions and specifications can be met. This way, when your furniture arrives at our warehouse, we’re able to inspect it and make sure everything is right before it makes it’s way to your home. We use the website as a no-pressure way to view the furniture we offer before your visit to a store. Although we don’t ship our furniture right now, we do ship rugs all over the contiguous states (for free!), so if there isn’t a furniture showroom near you yet, we can still get you into a great rug! 

We do our best to make the website furniture catalog reflective of what we know is on the showroom floor, but we can’t guarantee every piece will be available. Sometimes the upholstery on a sofa model will vary from store to store, or we may have different pieces from a collection showing at each location. When it comes to rugs, most of our new arrivals and bestsellers can be viewed as 8x11 sizes in our gallery, to better showcase the design, and our sales team can place an order for the size you want. With such a large selection online, on top of our handmade inventory in-store, it’s just impossible to carry every size of every rug at a time. The surest way to know what’s specifically available in-store is to call one of our locations and let them know what item you’re looking for.

Buying rugs online is tough, because you can’t feel the rug fibers or know how the colors are going to show up in your home. That’s why we always encourage in-person visits whenever possible. However, if you live in an area where we don’t have a store, we can still help you make that final decision. Some collections, like our Joanna Gaines designs, are available in sample sizes. We encourage sample purchases for larger rugs that cost more to ship, and for any occasion where a customer is hesitant about rug colors or fibers. When a sample size isn’t available, some customers may purchase the smaller, 2x3 or 2x4 size to treat as a sample before taking the plunge on an 8x10 or larger size. If that doesn’t sound like the solution you’re looking for, you can always turn to us as a resource. When it comes to rugs, our showroom staff has seen it all! We invite you to call any of our 4 locations to speak with someone on our sales team, who will be able to answer all your questions about the feel of the rug, the durability, and more.

Rug pads can actually be cut to size! For the best fit under a rug, we cut the pad 3 inches shorter on each dimension. Example: if your rug is exactly 8’ x 10’, we would cut the pad to around 7’ 7” x 9’ 7” so that your rug lays nicely over the edges. Please choose the pad closest to your rug size or just slightly larger, and we will cut it to match the rug in your order. If you’re purchasing a pad for a rug already in your home, please call us to let us know the rug dimensions.

We offer rug cleaning services to all of our local customers! Contact your nearest showroom when you’re ready to arrange for cleaning, or submit the request form here.

If you ordered online, please call our customer service line at 844-385-7847 or send an email to support@nwrugs.com.  

If you made a rug and/or furniture purchase at a showroom, please contact your salesperson or call the showroom you visited to get an update. Phone numbers for each store are available through our locations page. 

There are a lot of considerations to purchasing a used rug for resale. We are not a consignment shop, though we have occasionally repurposed rugs from customers that had a really special piece. Sometimes we have customers with heirloom rugs that need to upgrade or downgrade in size, but want to stay at the same level of quality, so we do business with them. Condition and value cannot be determined through photos alone, so there is a process to even considering whether or not we will take a rug. If you think you have something you want us to look at, please reach out to support@nwrugs.com and include images of your rug.