Return Policy
Exchanges
Refunds
Returns
Common Questions
Return Policy

For whatever reason, if you are not completely satisfied with your purchase, you may hassle-free return unused items within 60 days after their delivery date. All returns must be received unused and undamaged. We do not accept any returns after the 60-day time period.

While we always provide free shipping to customers on all orders, we are not able to offer free shipping on returns at this time. We can, however, discount return shipping rates for your convenience. This service is only available for rugs that are less than 108 inches in length and includes a quick-print FedEx return label for your convenience.

Regarding damaged / defective returns, you might return the item or request a replacement without any additional cost.

In case you want to return the product first contact our Customer Service Department via one of the following channels: email, 24/7 Live Chat, phone call (toll-free, 9:00 am to 6:00 pm EST), WhatsApp or SMS.

Please note: Merchandise returned damaged, without a return authorization number (RA#) or later than 60 days after the RA# was issued may be refused.

Can I make an exchange?

We accept order exchanges for different orders up to 60 days after the delivery date. However, the product must be undamaged and in its original condition. You may email us at support@markandday.com or call us at 877-380-3830 if you need to exchange an item. To obtain instructions for an exchange, our customer service team will assist you.

Please be aware that we only accept exchanges or returns for items within 60 days of the date of delivery. You will also be charged shipping fees in addition to the return label that is included with the item you received.

How do I start a return? 1) Make sure the rug is properly wrapped. If the original packaging is not available, please use the equivalent 8 mil packaging to ensure that there is no damage during shipping.
2) Find the return label and adhere it to the outside of the package. (It should be inside the pouch together with the packing list.) The attached new label must be on the outside of the packaging to get proper credit.
3) Please note that while there is no restocking fee for the returns, the cost of the return shipping will be deducted from the original purchase amount.
4) The package can be dropped off at your local FedEx terminal or you may request a scheduled pick-up by calling 1-800-Go-FedEx or visiting here
5) Credit will be issued when the returned product is received by our warehouse team within 5-7 business days of this notification of return authorization. If you need additional help please let us know.
What do I do after I start my return? You may follow the instruction given by our Customer Service Department and proceed on dropping the product to the nearest FedEx office or call them to schedule a pick-up. I received the wrong product. What should I do? If you received the wrong rug or product, please send us your order number and a photo of the front of the rug and the back label. Once we receive it, one of our customer service representatives will call you and do our best to get you the right rug. Please email it to support@markandday.com How much will it cost to return an order? Return costs are calculated based on the item you bought. The return cost of your item will be shared with you once you contact the Customer Service Department. Please, contact our Customer Service Department by calling toll-free 877-380-3830 between 9:00 AM to 6:00 PM EST or send an email to support@markandday.com I cannot find my return label. What should I do? Every package we send includes a return label. The return label is in a pouch on the outside of the package behind the packing list. If you couldn't find the return label please contact us by calling toll-free 877-380-3830 between 9:00 AM to 6:00 PM EST or send an e-mail to support@markandday.com. You can also 24/7 get in touch with our team via Live Chat on our website regarding all your inquiries. Do I need to wrap my rug in return? Yes, please make sure the rug is properly wrapped. If the original packaging is not available, please use the equivalent 8 mil packaging to ensure that there is no damage during shipping. Does M & D offer return pickups? Yes, The package can be dropped off at your local FedEx terminal or you may request a scheduled pick-up by calling 1-800-Go-FedEx or visiting here How do I find a FedEx Drop Off Location for my return? You may visit here to see the nearest Fedex near your location. Why can't I process my return? To initiate a return, you may email us at support@markandday.com or call us at 877-380-3830. You can also 24/7 get in touch with our team via Live Chat on our website for your return requests. Will I be charged for return shipping? While we do not charge a restocking fee for returns, please note that return shipping cost may apply. However, if you received a damaged or defective item, there won't be a return shipping cost.
Exchanges

We accept order exchanges within 60 days of the delivery date, provided that the product is undamaged and in its original condition. To initiate an exchange, please contact our Customer Service Department via one of these channels: email, 24/7 Live Chat, phone call (toll-free, 9:00 am to 6:00 pm EST), WhatsApp or SMS.

Please, note that we only accept exchanges or returns for items within 60 days of the date of delivery. You will also be charged shipping fees in addition to the return label that is included with the item you received.

Refunds

If applicable - once your unused item is received and evaluated, you will receive an email notification confirming your refund. Credit for the purchase price of the item will be automatically applied to your account within 5-7 days of our receipt of the return.

Please also be advised that your area rug must be returned in its original condition. If the received item has wear or damage, the full credit may not be issued. To safely package your item for transit, we strongly recommend using either its original packaging or a thick plastic (plastic painters' tarps, black contractors' bags, etc.).

As long as they are :

● Returned within 60 days after receiving your order
● Returned in the same condition as sent
● Returned in the same dimension

all of our rugs are eligible for full refunds.

When will I receive my refund? After receiving the returned merchandise, we will inspect it to ensure that it is not soiled or damaged. Once the inspection is complete, we will credit your account. Please note that it may take 5-7 business days for the credit to appear on your statement. Why was I not refunded the full amount of my return? Although there is no restocking fee for the returns, the cost of the return shipping will be deducted from the original purchase amount
Returns
Take a picture to show there is no damage on the rug
1
Wrap your rug properly
2
Take a picture as proof of proper packaging
3
Send the images to us via email
4
Attach the return label to your package
5
Contact us about your return request
6
Call or visit your local FedEx
7
You’ll be refunded after the approval
8



Regarding undamaged / non-defective returns, you can proceed with the following steps to initiate your return:

1. Take a picture of the rug indicating that there is no damage or defect on the product. This will serve as evidence to show the product's initial condition before the return shipment.

2. Make sure the rug is properly wrapped. If the original packaging is not available, please use the equivalent 0.8 mil packaging to ensure that there is no damage during shipping.

3. Take a picture of the package to confirm that it has been prepared correctly, following the provided instructions, to ensure the safety of the product.

4. Send at least one image of your item before and after packing as part of the return process to support@markandday.com with the subject "Required Images for Return". These images are required to protect the customer from any probable problems that might affect the product during the return shipment.

Please note that if you fail to provide these images and the product arrives at the warehouse as damaged, we cannot issue a refund since we cannot prove that the damage is caused by the carrier.

5. Find the return label and adhere it to the outside of the package. (It should be together with the packing list inside the pouch on the original package used during delivery.) The attached new label must be on the outside of the packaging to get proper credit.

6. When the package is ready for return, contact our Customer Service Department about your return request via one of the following channels: email, 24/7 Live Chat, phone call ( toll-free, 9:00 am to 6:00 pm EST), WhatsApp or SMS)

7. The package can be dropped off at your local FedEx terminal or you may request a scheduled pick-up by calling 1-800-Go-FedEx or visiting https://www.fedex.com/grd/rpp/ShowRPP.do

8. Once the return is received by our warehouse team, it will go under an inspection process. Credit for returns without any problems will be issued within 30 days of the notification of return authorization.

Please note that while there is no restocking fee for the returns, the cost of the return shipping will be deducted from the original purchase amount.

Common Questions

Order and Cancellations

What should I do If there is a problem with my Order? If there is a problem with your order, you should immediately contact our Customer Service Department by calling toll-free 877-380-3830 between 9:00 AM to 6:00 PM EST or send an e-mail to support@markandday.com. You can also 24/7 get in touch with our team via Live Chat on our website. How do I cancel an order? Once you place your order, it will be systematically endorsed to our warehouse team for shipping. To request for order cancellation, please contact our Customer Service Department by calling toll free 877-380-3830 between 9:00 AM to 6:00 PM EST or send an email to support@markandday.com. You can also ask for assistance from our team via 24/7 Live Chat on our website. However, if your order is already packed for shipment, it can no longer be canceled. What should I do if my item arrives damaged or defective? If you please send us a photo of the broken/damaged item(s) you received and we will do our best to resolve this as soon as possible. Please, send pictures of broken/damaged items from different angles to support@markandday.com