I recently purchased an expensive ($3000), hand tied, hand dyed 10x14 rug. It was delivered with no damage to the way it was wrapped for shipping. However, when we opened and unrolled this beautiful rug, I discovered that it had been mishandled by the manufacturer and had a small tear in one corner. I immediately contacted Incredible Rugs and Decor regarding this issue. Frankly, I was worried that I would be 'stuck' because this rug's return shipping cost would be cost-prohibitive. I anticipated 'grief' because I was dealing with an 'online merchant'. To my great surprise, I was given INCREDIBLE SERVICE beyond my expectations!! I was told to photograph the damage and send texted photos for their review. I did so and Incredible Rugs and Decor responded to my issue with what can WE DO to satisfy you?? I was given a variety of options - no cost replacement or an additional discount if I were to keep the rug. I was also given advice on how we could initiate a repair if we were to decide to keep the rug. Because the rug is perfect in every other way and works beautifully in my home, I was willing to accept a very generous refund of the original price. They handled this issue promptly, professionally, with kindness and SPEED!! I am actually positively OVERWHELMED by a situation that could have turned out very differently! This site will be my 'go to' for any home decor needs I wish to fulfill! Matt and Robert were exceptional in providing assistance! This is a GREAT business and I would not hesitate to order from them again!! GREAT JOB Incredible Rugs and Decor!! YOU ROCK!!!!!