FAQ

Frequently Asked Questions

Returns & Refunds

All of our stair runners are custom-cut to order, made specifically for your staircase. Because of this, we do not accept returns or exchanges on custom items, sale items, or gift cards. If your order arrives damaged, defective, or incorrect, please email support@directcarpet.com within 7 days and we’ll make it right.

For full details (including rare, pre-approved returns for non-custom items and return instructions), please see our Return Policy.

Shipping

How are shipping costs calculated?

Shipping is free on orders over $250 in the continental USA. For smaller orders, shipping is calculated at checkout based on weight and destination.

When will my order ship?

Each runner is custom-cut. Most orders ship in a standard lead time after cutting and finishing. You’ll receive tracking by email as soon as your order leaves our shop.

Ordering Confidence

What is your buyer protection?

We stand behind every order. If your runner arrives damaged, defective, or not as described, contact us within 7 days of delivery at support@directcarpet.com with photos and your order number. We’ll review and make it right.

Can I order samples?

Yes—highly recommended before a full purchase. Samples let you confirm color and texture in your lighting. Visit our Samples page (or contact us, and we’ll point you to the right options).

DIY Installation

How hard is it to install a stair runner myself?

Our runners are DIY-friendly. If you’re handy and have the right tools, it’s very achievable. Start with our tools list and beginner videos below.

Tools you’ll need: Top 10 Tools for Stair Runner Installation

Do you have beginner install videos?

Yes—step-by-step tutorials on our YouTube channel. Start here: How to Install a Stair Runner (Beginner Guide).

Measuring & Fit

How do I measure for my stair runner?

A quick rule of thumb for straight stairs is ~19 inches per stair (tread + riser together). Multiply stairs by 19" and round up to the next whole foot.

  • Example: 12.5 stairs × 19" = 237.5" → 19.8 ft → order 20 ft.

Watch the tutorial: How to Measure for a Stair Runner.

How much wood should show on each side?

Most homeowners prefer 3"–6" of wood showing on each side. It’s personal preference and depends on your staircase width and style.  Use our Calculator

Need Help?

Not sure which style, width, or length is right for your stairs? Email us at support@directcarpet.com and we’ll help you choose the perfect setup.