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Frequently Asked Questions


Click Login at the upper right of the home page, then click Create Account. Enter your e-mail address and create a password to receive instant access. Your login and password will be sent to the e-mail provided.

We currently offer ground shipping only to the contiguous U.S. and Canada; we also offer international economy shipping to Hawaii, Puerto Rico, and the Virgin Islands.

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

Once you submit your order, it cannot be changed or cancelled. We process orders very quickly, and once an order begins the fulfillment process we are unable to modify it. (Backorders that have not yet entered the fulfillment process may be canceled by contacting Customer Service at 877-586-4771. We apologize for any inconvenience.

When you place an order with one of our companies, the funds are reserved on your card; this is displayed on your account as a “pending” charge from The Annie Selke Companies. When the order is shipped, the reserve is canceled, and the final charge is assessed to your card from The Annie Selke Companies. If you have ordered from more than one of our companies, you will see multiple charges, equal to or less than the reserve, that correspond to each order.

Log in to your account and click My Account at the top of the screen. Click on Order History to view all active and completed orders.

Use the tracking number provided with your shipping confirmation to locate your package. If you need assistance with tracking, please contact Customer Service at 877-586-4771.

If your order is incomplete, first check your packing slip to determine if the product has been backordered. If the product is not backordered and is on your packing slip, please contact Customer Service immediately to arrange for a replacement.

View our return policy for more information.

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

All pricing on our website is in USD. Once your credit card company charges you for your order, it will convert to CAD based on exchange rates on that date.

Express orders placed after 2:00 p.m. EST will ship the following business day. Please note that we do not fulfill orders on Saturdays and Sundays.

Yes. You will receive an e-mail confirmation when you place your order. When the order is processed, you will then receive a tracking number for your package.


Shipping via ground service is free for orders over $350 and for custom-upholstered furniture! Please note that expedited shipping incurs an additional charge, which is calculated during checkout, and that certain products, due to size, cannot be shipped expedited. 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. Orders under $350 will have a $15 flat shipping fee. Freight orders will be charged 10% of the cost of the product. Canadian Freight orders will be charged 20% of the cost of the product and do not qualify for free ground shipping.

Taxes are calculated before applying promotional discounts and are normally less that shown on order.

Items sold by the Annie Selke Companies and shipped to destinations in the following states are subject to tax: AS, DC, FM, GU, MH, MP, PW, PR, VI, AL, AK, AR, CA, CT, DE, FL, GA, HI, IL, IN, IA, KS, KY, ME, MA, MD, MI, MN, MS, MO, MT, NE, NV, NH, NJ, NY, NC, ND, OH, OK, OR, PA, RI, SC, SD, TN, TX, UT, VT, WA, WV, WI and WY.

Visit our Store Locator page to find a retailer near you.

We carry a wide variety of products in many designs, materials, and shapes, but do not offer special sizing. For custom bedding, we recommend visiting an interior designer in your area.

Yes, please visit our custom rugs section of the site. In addition, it may be possible to have a larger rug cut down to the size you need; contact a rug professional in your area for details before ordering.

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

Hooked rugs require occasional 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.

You sure can! Visit our blog for complete how-to installation instructions, or consult a rug professional in your area.

PET is an abbreviation for polyethylene terephthalate. It is a non-chemically-treated, recycled polyester that’s as earth-friendly as it is gorgeous. Our ultra-durable and easy-clean PET rugs have a soft, pliable texture that is often mistaken for wool, making them perfect for high-traffic areas indoors and out, and especially good in kids’ rooms, family rooms, and anywhere pets like to hang out.

WARNING! This product can expose you to chemicals including formaldehyde, which are known to the State of California to cause cancer or birth defects or other reproductive harm. For more information go to

Select totes and robes are available for monogramming. Visit our Monogramming Information page for full details.

There is a $15 additional fee for each monogrammed item.

We do not accept returns on monogrammed items.

Your monogram embroidery can include up to eight characters. Please keep in mind, this character amount includes spaces. For special characters, please call and we’ll do our best to accommodate you.

Please allow up to 10 days lead time for all monogram orders.
For more information on monogramming, click here.

Call or e-mail our live, in-house Customer Service team from 9 a.m. to 5:30 p.m. EST, Monday through Friday:

We try to maintain in-store stock of items on the Outlet website but cannot guarantee that all items will be available in the Outlet store. However, the store offers a variety of samples and seconds at 50% or more off retail prices, as well as weekly in-store-only specials and a clearance room that features deep discounts. So if you’re planning to be in the Pittsfield area, we encourage you to stop by!

Please see our exclusions policy.

We work with family-owned, small manufacturers in India, as well as manufacturers in Portugal and China, to ensure the best-quality products produced in fair-labor, fair-market conditions. Pine Cone Hill India (where the majority of our products are crafted) supervises production in that country, with a staff of approximately 30, and with our U.S. staff visiting regularly.

To unsubscribe from catalog mailings, simply send us an email at Please allow approximately 3 months for your request to be processed.

Rugs over 200 sq. ft. are shipped via a freight service.  Rugs under 200 sq. ft. ship via ground service.

Because each rug is custom cut and bound after your order is placed, delivery times will vary. Shipping availability information is shown on the product description page of each rug.

Retail custom rug orders over 200 sq. ft. ship via freight and will be charged 10% of MSRP. 

Yes, you will receive an email with tracking info when your custom rug ships.

Unfortunately, custom items are not returnable.

No. We are not able to change custom rug orders once they are placed.

For best results, we recommend having a professional measure for your custom area rug. You may also want to consult our measuring guide. Please note that our custom area rugs are not intended to be used as wall-to-wall carpeting. Our custom area rugs have a 2-inch tolerance, meaning they may vary by up to +/-2 inches from the specified length and/or width.

Unfortunately, no. Custom rugs are exluded from all promotions.

For a variety of reasons, our custom area rugs have a 2-inch tolerance, meaning they may vary by up to +/-2 inches from the specified length and/or width. Sometimes, in order to balance the pattern, the rug will need to be cut slightly longer or slightly shorter than specified. Other times, the construction of the material requires it to be cut in a groove to avoid the possibility of the edges fraying with use. Naturally, we aim to get as close to the specified measurements as possible, but the final rug may differ as much as 2-inches in the specified length and/or width, so we try to be as up front and transparent about that as possible. Please note that our custom area rugs are not intended to be used as wall-to-wall carpeting.

These are custom-cut area rugs, so loom size dictates the maximum size available. Because of the labor involved, we are not able to create custom rugs under 25 square feet.

The minimum size for a custom area rug is 25sq.ft. The maximum width ranges from 13-15 feet and the maximum length is 30 feet.

Each custom rug features an optional rug pad for an additional cost. We recommend adding a custom rug pad to protect your investment. Rug pads are important, and custom size rug pads are not sold separately. Please see the individual rug's product description page for the type of rug pad available.

For rugs with attached rug pads, the attached padding is secured to the rug by the surged edges.

No. Our custom area rugs are not intended to be used as wall-to-wall carpeting. Our custom area rugs have a 2-inch tolerance, meaning that the final rug may differ as much as 2-inches from the specified length and/or width.

Care instructions vary by rug. Please see the individual rug's product description page for care instruction specifics.

Care instructions for rugs with attached rug pads vary by rug. Please see the individual rug's product description page for specifics.

Custom rugs are a great choice for stairs, and almost all of our custom rugs are suitable for stairs. The exceptions are Sadie, which is a high pile shag rug, and Fleck, which contains viscose. For custom stair runners, we recommend consulting a professional to measure for and install your runner. Every staircase is unique, and custom rugs are not returnable.

For custom stair runners, we recommend consulting a professional. Every staircase is unique and custom rugs are not returnable. Many installers will include initial measuring in the installation price.

Not at this time.

All custom sized rugs will be finished with color-matched surging on all 4 sides. The surge size on custom rugs is about 1/2” - 3/4” if you are looking at the rug top down.

In most cases, we begin creating your custom area rug when your order is placed.

Only if your order includes white glove delivery. Retail orders over 200 sq. ft. ship with white glove delivery at no additional cost. White glove delivery includes inside delivery and placement of your rug. Retail orders under 200 sq. ft. include free freight shipping, which does not include inside delivery.

Occasionally, the ETA for your order may change, due to inventory or shipping changes.

Some custom rugs include a latex backing, and if that's the case, the information will be in the notes on the individual rug's product description page.