FAQs

Got questions? We've got answers. This page compiles frequently asked questions about our products, orders, shipping, and returns. We hope you'll find all the information you need right here. If you have other questions, please feel free to contact us at [email protected].

1/ What should I do if I ordered the wrong rug size?

If you ordered the wrong size, we support product exchanges if the item is in stock. You need to submit a request within 30 days from the date of receipt and ensure the product is unused and still has original tags. Note: You will be responsible for the round-trip shipping costs for the exchange.

2/ How is the shipping cost calculated?

We apply a flat rate of $6.99 for all orders. This fee will be shown on the shopping cart page and at checkout.

3/ Can I change the shipping address after placing an order?

You can request an address change within 8 hours from the successful order placement. After this time, the order will be processed and cannot be modified. If you enter the wrong address and the order is delivered incorrectly, unfortunately, we cannot refund or resend the product.

4/ How do I know if a product is in stock?

On each product page, the status "In Stock" or "Out of Stock" will be displayed right below the product name.

5/ What should I do if the product I received is different from the image on the website?

If the product you received differs significantly from the images or description on the website (in terms of color, pattern, size), please take actual photos and send them to our support email. We will verify, and if the error is on Gavomart's side, you will be refunded or sent a new product completely free of charge.

6/ If the wrong model is delivered, do I need to return the old rug?

No need. If we deliver the wrong model, wrong size, or quantity, you will receive the correct product without returning the incorrect one. We encourage you to keep, gift, or donate the incorrect product.

7/ What information do I need to provide when requesting an exchange/return?

When sending an exchange/return request via email, please provide: order number, detailed description of the issue, and clear photos/videos showing the defect. For printing/design errors, please include a ruler in the photo for size verification. This helps us process your request quickly and accurately.

8/ What payment methods are accepted?

We accept popular payment methods in the US, such as PayPal or credit/debit cards (Visa, MasterCard, American Express, Discover) via the PayPal payment gateway. All transactions are securely encrypted.

9/ How can I track my order?

When the order ships, you will receive a confirmation email with a tracking number from the carrier. You can enter this tracking number on our website's Order Tracking page to follow your shipment. 

10/ I received a "delivered" notification but haven't received the package. What should I do?

If the order status shows "delivered" but you haven't received it, please check usual delivery spots (front door, mailbox, building manager). If still not found, contact your local post office and email us within 30 days from the expected delivery date. We will assist in verifying and resend product or refund if necessary.

11/ Can I purchase in bulk or place custom orders?

If you are a dealer, interior designer, or want to buy in bulk, please contact us directly via email for a quote and special support. Currently, we do not accept custom rug orders for personalized sizes or patterns.

12/ Does the rug color differ from the pictures?

Colors may slightly vary due to lighting conditions or display devices (phone, computer screen). However, we guarantee all images are real photos and any color difference is minimal. If you receive a product with a serious color discrepancy, please contact us for exchange/return support.

13/ Can I place an order if I am outside the USA?

Currently, Gavomart only accepts and ships orders within the continental United States (U.S.). We do not support international shipping.