Shipping and Returns

Contactless Free Domestic Delivery on Rugs: 

Enkay is pleased to offer complimentary shipping on all rugs in the contiguous United States.

Currently, we do not offer free shipping to Alaska, Hawaii, and Puerto Rico. For Alaska, Hawaii, and Puerto Rico shipping costs will vary depending on the size and weight of your order, and the best way to determine shipping costs would be to add the items to your cart and our system will automatically estimate the shipping costs based on destination.

 

International Shipping:

We currently do not offer international shipping.

 

White Glove Shipping (Rugs):

We offer the option of white glove delivery for an additional fee on all of our 10x14 and 12x15 rugs. Our delivery partner will text/email you once your rug is ready to ship and you can choose your delivery day/time. They will confirm your appointment 30 minutes before arrival. A team will arrive, unpack your rug, place it in your room of choice, set it up according to your wishes, and remove all leftover packaging. Our delivery partners are following local guidelines on safe delivery practices. PLEASE NOTE: Our carriers CANNOT remove furniture of any kind. The chosen area must be clear prior to their arrival. Our carriers can not unpack and place rugs past the second story of a home. Ground floor and second story ONLY.

 

White Glove Shipping (Furniture):

We offer the option of white glove delivery for an additional fee on our furniture offerings. Our delivery partner will text/email you once your order is ready to ship and you can choose your delivery day/time. They will confirm your appointment 30 minutes before arrival. White glove includes placement of furniture in the room of your choice (includes two flights of stairs), unpacking and up to 20 minutes of light assembly and removal of debris. Our delivery partners are following local guidelines on safe delivery practices. PLEASE NOTE: Our carriers CANNOT remove furniture of any kind. The chosen area must be clear prior to their arrival.

These additional services must be requested prior to the order being placed. This option can be selected at checkout, or requested via email. No changes can be made to the shipment service once dispatched. Please email hello@enkay.com for additional information.

 

Domestic Shipping Times:

We ship all rug orders from our warehouse in Acworth, GA. All in-stock orders are generally processed within 14 days. Please note we are currently sending items as they are available to ship. With this in mind, you may receive part of your order within 14 days and the rest will arrive as soon as it becomes available. If you would like us to ship your order complete, please send us an email at hello@enkay.com and we can arrange this for you. Note: Any furniture items will arrive in a separate shipment. 

Once shipped, your order should arrive within 2-10 business days if you reside within the contiguous US. Shipping times will vary depending on your state.

Alaska, Hawaii, and Puerto Rico orders may take up to 10 business days to arrive.

 

Backorders:

Posted shipping dates are estimates and backorders may be shipped up to 6 weeks after the posted date. Backorders are charged when your order is placed but may be canceled at any time prior to shipping for a full refund.

 

Our Hassle-Free Return Policy

We want you to love your purchase! If you're not completely satisfied, we're here to help. Here's how our return process works:

General Returns (Excluding Furniture)

  • Timeframe: You have 14 days from the day you receive your order to request a return.

  • Condition: Items must be returned in their original condition and packaging (or equivalent secure packaging).

Important Notes

  • Custom & One-of-a-Kind Rugs: These are final sale and cannot be returned.

  • Final Sale Items: Pillows, poufs, rug pads, swatches, throws, and rugs treated with our Stain Resistant Coating are final sale unless they arrive damaged or defective. If that happens, please contact us — we may request photos to help process your claim.

Swatches

  • Swatches are final sale and yours to keep. But here’s the good news — we'll credit your account for the cost of your swatch purchases (up to $100) when you buy a full-size rug.

Shipping Your Return

  • Once you request a return, you will be responsible for the coordination of shipping your item back and any costs that you incur. 

    • If requested, we can handle return shipping for a deduction from your final return total.

      • For rugs 8'x10' and smaller, we'll send you a prepaid FedEx return label. Be sure to ship the item back within 14 days of receiving the label.  This is a cost of $150 deducted from your return.

      • For rugs 9'x12' and larger, a pickup appointment with a LTL carrier is required. You will need to be home for this appointment. This is a cost of $450 deducted from your return. 

  • If returns are not shipped within this timeframe, we may be unable to process your refund.

Refund Process

  • Once we receive and inspect your return, we’ll process your refund promptly.

  • Your refund will include the full purchase price, minus shipping fees if you requested ENKAY to handle return shipping.

Shipping Fee Details: Shipping fees vary depending on the size of your rug and your location. If you'd like a quote before returning your item, please contact our customer service team at hello@enkay.com.  Alternatively you can use your own shipping carrier.

Exceptions: If your item arrived damaged, defective or if we shipped the wrong product, there will be no shipping fees for your return.

We’re committed to making your shopping experience seamless and enjoyable. If you have any questions, feel free to reach out!

To Initiate a Return:

  • Please send us an email at hello@enkay.com with your order number and reason for return along with any photos that can be included.
  • Once the returned shipment is received and inspected at ENKAY, a refund, minus the shipping fee, if applicable, will be issued to your original form of payment.

    For hygienic reasons, we cannot accept returns on unsealed rug pads, pillow inserts, or throws, unless there is a product defect. Photos may be required to process claims for these items.

     

    Returns (Furniture):

    • Please thoroughly inspect the type, quantity, and quality of goods on delivery. In case the delivery is damaged you are expected to inspect the entire delivery immediately in the presence of the driver and note the damage on the BOL. You are deemed to have accepted the goods delivered in good condition unless you reach out to our customer service team within 48 hours of receipt.
    • All remarks or complaints should be sent to our customer service team, hello@enkay.com and should contain the following:
      • Your order number
      • A brief description of the issue
      • A photo of the production quality sticker
      • Photo(s) of the damages or defects
      • If applicable, videos (such as hardware malfunction, wobble / balance issues)

     

    Cancellations:

    In order to provide our customers with the optimal customer experience all in-stock items are automatically processed and shipped. Cancellations are not guaranteed. Once an order is shipped it can not be canceled.

    All cancellation requests must be submitted in writing to hello@enkay.com. A cancellation is confirmed only when ENKAY responds and confirms that the order has been canceled. If a cancellation request is made after the shipment of an order, the cancellation will be treated as a return. Please refer to the steps above to initiate a return.

     

    Contact Us:

    Should you have any questions, or need additional help, please contact our Customer Experience team. You can also reach us by email at hello@enkay.com, M-F 9am – 5pm EST.