Privacy and Security
Online Order Status
We will let you know when your order has been processed, when to expect shipment, and tracking details once we have it via email. You may contact us for an update during the purchase process at any time with any questions or concerns.
Sales and Promotions
Join our email list, and we will let you know the details of our upcoming sales, promotions, and events. We will never share your information, and you can easily unsubscribe using a link at the bottom of our emails at any time.
Canceling an order
Creative Carpet & Flooring works diligently with our manufacturers to process and ship your order expediently. It is not feasible for us to cancel an order once it has been processed due to the fast-moving nature of this process. An exception to this circumstance is a backorder. Please contact us if you wish to cancel an item on backorder, and we will make every attempt to do so. If the attempt to cancel is successful, we will notify you via email by the following business day.
Most of the products on shop.creativecarpetinc.com qualify for our 30-day return policy. You have 30 days after receiving your item to request a return. We will refund you the purchase price when you return your item in new, unused condition and in its original packaging. All approved returns will have a 15% restocking fee. Return shipping fees are the customer's responsibility. Contact us to request your Return Authorization or for more information. You will receive instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. It is helpful to use USPS.com, FedEx.com, or UPS.com to help you calculate return shipping costs and obtain estimates. You can obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. You may also contact us.
Please do not "refuse" shipments unless your item arrives with visible damage to the item. All refused shipments are subject to return shipping charges and a 15% restocking fee deducted from your refund. Items refused due to damage will be replaced at no charge to you.
You can always contact us for any return question at our Contact Us Form.
Exceptions / non-returnable items
Certain items cannot be returned, like custom products such as special orders or personalized items. We do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale or clearance items, or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Returning an item
Please contact us before returning any item to obtain a Return Authorization number and return instructions. We accept returns within 30 days from shipment if you determine that a product does not fulfill your expectations for size, color, etc. The item must be returned to us undamaged and in new condition. All approved returns will have a 15% restocking fee. We highly recommend purchasing insurance and tracking for your product when shipping it. If the item arrives to us damaged, we will not be able to issue a refund. We will assist you in any way possible with filing an insurance claim. Items returned dirty or damaged due to insufficient packaging cannot be fully refunded.
My Item is Damaged
If your item was damaged during shipping, please refuse the item and contact us ASAP. If your item was damaged during shipping and you were not available to refuse it, contact us immediately and make sure to save all of the packaging material.
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
How to safely package your item for return
Carefully open your item so you can reuse the original packing material. Securely seal all openings with packing tape. If the original packing material is not reusable, a heavy-duty disposable plastic painter's tarp is an excellent substitute (available at most hardware stores). Be sure to remove all original packing labels before shipping your item back to us. We highly recommend that you purchase insurance and tracking for any items you return since you, the shipper, are responsible for any/all damages or losses occurring during return shipment. You are responsible for all return freight charges unless Creative Carpet & Flooring is facilitating a pickup/replacement for you.
How to receive my refund
Please follow return instructions carefully to facilitate the fastest refund, noting the return location. Once shipped, please email Creative Carpet & Flooring with the return tracking number so we can make the manufacturer aware of its arrival so they may prioritize its inspection. The check-in and inspection process can take up to 10 days from receipt. Once completed and approved, you will receive an email from Creative Carpet & Flooring confirming your refund or credit. You'll be automatically refunded on your original payment method if the refund is approved. All approved returns will have a 15% restocking fee deducted from the refund amount. Please remember that it can take some time for your bank or credit card company to process and post the refund.
Shipping from Creative Carpet & Flooring is free to the contiguous US 48 States. Customers are responsible for return shipping, should you need to return your purchase for any reason. It is helpful to use USPS.com, FedEx.com, or UPS.com to help you calculate return shipping costs and obtain estimates. You can obtain the weight of your shipment by clicking on the tracking we emailed you regarding your order. You may also contact us. If an item arrives incorrect or defective, please notify us within 7 days of delivery to obtain a replacement.
Your Creative Carpet & Flooring order will be shipped directly from the manufacturer and will likely be delivered via USPS, UPS or FedEx. You will be emailed tracking numbers so you can monitor your shipment. We cannot ship to a PO Box. A trucking company may deliver oversized items. In this case, the trucking company will contact you to arrange delivery.
We do not ship outside the US.
Transit time on an order
Most products are in stock and can be shipped within 2 to 5 working days. You should receive your order within 7 to 14 working days. Please note that oversized items that have to go by freight carrier take 2 to 3 weeks for delivery. For any reason an item is currently out of stock, we will contact you with the expected delivery date.
Depending on the order date and time, expedited or overnight shipping may be available. Please contact us via email or call 888-910-6585 extension 109 for rates and information.
Products are shipped from our manufacturers via USPS, UPS or FedEx. Items too large to ship via these three services will be shipped via truck or specialized carrier. These carriers usually call you before delivering your order to arrange a delivery appointment. Items shipped to a residence or business will be delivered to your door. You will not receive a call before delivery unless your item is oversized.
We collect sales tax on orders in Illinois and Indiana.
Creative Carpet & Flooring's headquarters is in Illinois, with retail showrooms in Mokena, Illinois, and Highland, Indiana. Click here to see our showrooms with each location's details.
Creative Carpet & Flooring has friendly, knowledgeable staff available Monday-Friday from 10:00 am-6:00 pm Central Time. You can call 888.910.6585 to reach us or email us via the Contact Us page on our website.
Quality and condition of products
Products are guaranteed brand-new and first-quality, and the manufacturer inspects all items before shipment. Items are packaged to reach you in top-notch condition. If for any reason it does not, contact us immediately so we can have it picked up and replace it with the same item at no cost to you.
All prices are subject to change without notice. This is periodically the result of price increases or decreases by the manufacturer, or even an error correction. We cannot honor pricing errors or orders made after a pricing glitch or mistake. If an item in your shipping cart has been subject to a price change, the price will be revised during checkout.
Products as compared to their picture
Our products are displayed to you as accurately as possible. Please keep in mind color calibration of computer monitors and digital images can vary significantly. With rugs, if the exact shade of a color is of utmost importance to you, we highly recommend you purchase a sample if available.
Please note that rug designs usually vary as the size of the rug decreases or increases. For instance, large rugs generally have wider and more complex borders and designs than smaller rugs. Most of the rugs photographed on shop.creativecarpetinc.com are 8'x10' or larger.
Size of the rug
The rug sizes shown are approximate as the width or lengths of rugs can vary as much as 4 inches. This is expected with handmade rugs. This discrepancy is standard and does not constitute a defect.
Warranties and Care Guides
Warranty information and instructions on caring for your area rug are available on our carpet & flooring brands page.
Purchasing a Gift Card
Gift Cards can be purchased online, or contact us for more information. Gift cards and store credits can be redeemed online by entering your unique pin into the gift card field at checkout. If you have an issue redeeming your gift card, please call us for assistance. Charges made with a gift card must be refunded in the same manner.