Communication wasn’t great on when my rug would ship or arrive for that matter. I had to call to get the delivery date. Once my rug arrived and I unrolled it I realized it had been previously used. It had bird poop on the bottom and dirt inside along with at least 5 pull marks, and the edge was frayed. I contacted RDR and they agreed to send me a new rug. The staff were helpful and friendly. Rug manufacturer was likely the one to blame for shipping a used or perhaps returned rug. However I had to request return date after new rug was delivered and I had to ask for some accommodation to be made for the inconvenience. Nothing was offered until I asked.