Returns and Refunds
Returns Policy
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 for custom orders, sale items, or gift cards.
If you have any questions before ordering, please contact us at support@directcarpet.com. We also offer samples to help you confirm color and texture before your full purchase.
Damages & Wrong Items
Please inspect your shipment immediately upon delivery and contact us within 7 days if any of the following occur:
- The item is defective
- The item was damaged in transit
- You received the wrong item
Email support@directcarpet.com with your order number, photos of the issue, and a brief description. We will review and work with you to make it right.
Restocking Fee (Rare, Pre-Approved Returns Only)
If a return is approved by our team in writing (for example, a non-custom accessory), a $100 restocking fee will apply to cover shipping and any border duties on return.
Return Instructions (For Approved Returns)
Ship via UPS to:
Direct Carpet Inc.1527 Upper Ottawa St, Unit 15
Hamilton, Ontario, Canada L8W 3J4
- Clearly mark the shipment: Return to Vendor
- Include: HS Code 9813000093 (signals a return so no duty is applied)
- Include the original order number inside the box
No Exchanges
We do not offer exchanges on custom items. Please order samples first to ensure the color and style are right for your home.
Note: “Custom order” means any stair runner that is cut or finished to dimensions selected for your staircase. Because each piece is made specifically for you, it cannot be resold. Thank you for understanding.
