Returns & Refunds

A little time to consider the fit

You have 30 days after your rug is delivered to contact us about a return. Before using the rug, check its size and appearance. A return must reach us in unused condition, together with the original packaging.

How to begin

1. Email [email protected] or call 818-987-4012. Include your order number, the item and your reason for returning it. Photographs help us assess damage or an incorrect item.
2. Pack the rug securely in its original packaging. Include your order number so we can identify your return.
3. Send the return to Jacob LLC, 4501 Reka Dr, Anchorage, AK 99508. You may contact us first for guidance on packing and the appropriate return method.

Who pays for the return journey?

Jacob Rugs covers return shipping when the rug has a quality defect, is the wrong item or was damaged in transit. Contact us before paying for shipping in these cases so we can arrange the return method. For a change of mind, a size that does not suit your space or another preference-based return, the customer pays the return shipping charge.

There is no fee for putting an accepted return back into our assortment. Original standard shipping charges are not refunded on preference-based returns; where we sent an incorrect or defective item, applicable original shipping charges are included in the refund.

Inspection and refunds

After your return arrives, allow 3–5 business days for inspection. Once accepted, we initiate a refund to the original payment method and send a confirmation. Your bank controls when the credit becomes visible in your account. Used rugs or returns without the original packaging may not qualify; we will explain any issue before resolving the request.

Changes, cancellations and exchanges

Contact us promptly if you want to cancel or change an order. We can help if dispatch has not begun. For a different size or color, arrange a return for the original item and place a separate order for the replacement.

Customer service: Monday–Friday, 9:00 a.m.–5:00 p.m. Eastern Time.
[email protected] · 818-987-4012