1. What types and sizes of rugs do you offer?

    You can see our complete list of rug breeds and sizes here.

  2. Do you make custom sizes?


  3. Can I have my rug cut down to the size that I need?


  4. How do I create an account?

    Click Account Signup, enter your email address, and create a password to receive instant access. Your login and password will be sent to the email provided for your records.

  5. How do I log in and out of my account?

    Click Login on the navigation bar and enter your login and password for instant access. To log out, click Logout.

  6. What do I do if I’ve forgotten my password?

    Click Login from the main navigation bar and select Forgot Password. Enter the email address you provided when opening your account and click Reset Password. A new password will be emailed to you immediately.

  7. How do I update or edit my account information?

    Login and password information can be changed by clicking Account Settings, conveniently located atop the screen at the far right of our navigation bar. You must be logged in to make these changes.

  8. How do I place an order?

    You must have an account and must be logged in to place orders with Dash & Albert. You can create an account here.
    Once logged in, simply click on a product for pricing, availability and to add to your shopping bag. Once you’ve made your selections, to complete your order, click on the Shopping Bag icon located atop the screen to begin the checkout process. Or, you can begin shopping first and you will be prompted to create an account before completing the checkout process.

  9. Can I order online if I live outside of the United States?

    We currently offer Ground Shipping only to Canada.

  10. How do I find a specific item?

    If you have a specific product in mind, simply use our handy product sniffer; you can search by product name, rug breed and size. To browse more options, such as palette, group, or breed use our navigation bar along the left side of the screen.

  11. How do I know if a product is available?

    Select the product of interest to determine cost and availability. If a product is available it will say "Now!". If a product is not available, the ETA of the next shipment will be displayed.

  12. How do I add or modify items in my shopping bag?

    To add items to your shopping bag, simply click on a product, choose a quantity and click Add to Bag. To modify items in your shopping bag, click the Shopping Bag icon located atop the screen. Here you can remove items, adjust quantities, and even proceed to checkout.

  13. What if a product is backordered?

    If a product is backordered, the most up-to-date ETA will be listed. If you place an order for a backordered product, the product will ship once it comes into stock, unless otherwise noted in the delivery instructions.

  14. Can I place an order with multiple shipping addresses?

    No. A new order must be placed for each new shipping address.

  15. Do you offer a place to add a gift message when shipping a rug to a friend or family member?

    Not currently.

  16. Do you ship to P.O. boxes?

    No, we do not ship to P.O. boxes.

  17. How much does shipping cost?

    Shipping via FedEx Ground is free on all retail purchases! Please note that expedited shipping incurs an additional charge, which may increase for oversized (8' x 10' or larger) rugs. Free ground shipping is available only on orders shipped within the contiguous U.S. and Canada. Orders shipped to HI, VI, and PR will be charged International Economy rates. *Please note, outdoor furniture does not qualify for free ground shipping.

  18. Can I make changes to my order online?

    No. We apologize, but changes cannot be made to an order online once it has been submitted. We do our best to ship in-stock items within 24 hours. If you find you need to make a change to your order, please contact customer service as soon as possible at 800-658-5035.

  19. Can I cancel my order online?

    No. We do our best to ship in-stock items within 24 hours. If you find you need to cancel your order, please contact customer service as soon as possible at 800-658-5035.

  20. How long does it take to get my rug, once I've ordered it online?

    In-Stock items normally ship within 48 hours by Ground. Other methods may ship more quickly.
    Depending on where you live in the US, shipping time can take anywhere from 1-5 business days.

    Express orders placed after 2pm EST will ship the following business day.

    You can view the FedEx transit map to see the estimated delivery time to your area.

    Please note that we do not fulfill orders on Saturdays and Sundays.

    All orders are shipped from Pittsfield, MA 01201

  21. Why is it more expensive to ship a 9' x 12' rug or an 8' x 10' wool rug?

    FedEx considers these rugs oversized, so a higher rate is charged. For more information on shipping charges, please contact Customer Service at 800-658-5035.

  22. How do I print my order confirmation?

    Once you create your order, a confirmation page will display that is printer friendly. In addition, you will receive an email confirmation that you can print for your records.

  23. Will I get a shipping confirmation and tracking number separately from my order confirmation?

    Yes. You will receive an email confirmation including your tracking number once your order has shipped.

  24. How do I view my order history?

    Login to your account and click the Orders icon atop the screen. Here you can view all active and completed orders.

  25. What do I do if I don't receive my order?

    A tracking number will be provided to you with your shipping confirmation. If you need assistance tracking your package, please contact customer service at 800-658-5035.

  26. What if my order is missing items?

    If your order ships incomplete please check your packing slip first to determine if the product has been backordered. If the product is not backordered but is on your packing slip, please contact customer service immediately to arrange a replacement.

  27. Why is my hooked or tufted rug shedding?

    Our hooked and tufted rugs naturally lose a bit of fuzz (like dogs). This is natural- simply fetch a vacuum and groom away!

  28. I have noticed stray loops of yarn popping up from my hooked rug. What should I do?

    Hooked rugs require occasionally grooming to keep looking their best. From time to time, as a hooked rug settles, a stray loop of yarn may pop up. This is perfectly normal. Do not pull the loop; just trim it with scissors.

  29. What is your return policy?

    View our full return policy here. Note that custom-made items, such as furniture, are not eligible for return.

  30. How do I return an item?

    For all returns, please contact customer service prior to shipping. View our full return policy here.

  31. How do I return a gift?

    If you have received a Dash & Albert product as a gift, you may exchange it for a product of equal or lesser value. View our return policy here for full details.

  32. What is the trade shows listing?

    The trade shows listing represents the wholesale trade shows, dates and locations where Dash & Albert will be exhibiting this year. We welcome both existing and potential wholesale customers to visit us at any of these events to see what Dash has in store for 2009.

  33. How do I contact customer service?

    Dash & Albert Customer Service:
    Tel: 800-658-5035
    Email: dashandalbert@dashandalbert.com

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