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Free shipping on orders over $75 & free returns
Free shipping on orders over $75 & free returns

Frequently Asked Questions

Frequently Asked Questions

Rug Care and Cleaning

Keep your rug looking at its best with our rug care and cleaning tips.

How do I wash or clean my rug?

All products feature a product care section on their design page. It is important that you read them carefully to avoid damaging your rug. If you require additional information or clarification, please contact our Customer Care Team for help.

Is it normal for rugs to shed?

Rugs tend to shed during the first few months and the degree of shedding will vary depending on the type and quality of the material, the tightness of the weave, and the pile height. To "speed up" the shedding process, we recommend gentle but regular vacuuming of the rug during the first month or so. Make sure your vacuum is set to the lowest setting and the vacuum head's bristles/beater bar is turned off. Too much suction power or vacuuming with bristles can damage the rug and cause more shedding to appear.

Shipping and Delivery

Your quick guide to order transit times, tracking, and more.

Where do you ship to?

We ship to Canada and the U.S. We do not ship to P.O. Boxes or Alaska, Hawaii, and the U.S. Territories. If the address attached to your order contains a P.O. Box, a member of our Customer Care Team will reach out to you for an updated address. If we do not hear back within seven (7) days from the original order date, we will cancel your order.

When will my order ship?

Shipping times vary based on your location and the shipping method chosen at checkout. At this time, please expect your orders to ship within 1 to 2 business days and delivered within 3-7 business days.

Due to increased volume, during peak sale periods and holidays—if your order is past our established time frame, we kindly ask that you wait at least 24 hours for the tracker to update before reaching out to our Customer Care Team.

How can I track my order?

Once you receive an email confirmation with a tracking number, you can either track your order on the courier's website, or use our Track Your Order tool and enter your order number along with your email or phone number to get real-time updates.

All orders are typically delivered via UPS or FedEx. The courier delivers between Monday and Friday. There is no delivery service on the weekends.

Can I change my shipping address?

Please contact us with your order number and the updated shipping address.

  • If your order has not been shipped: We can change it before shipping.
  • If your order has been shipped: We will attempt to reroute the delivery on your package so it can be delivered to the updated shipping address.
Can I cancel my order before it ships?

Yes, you can cancel your order before it ships. Please contact our Customer Care Team as soon as possible with your order number to request a cancellation.

Returns and Exchanges

Learn about our return policy and making your experience seamless.

What is your return policy?

Items purchased from can be returned for a full refund within 30 days of the delivery date.

To receive a full refund, the original item MUST be in new condition and returned without:

  • Pet dander or fur
  • Dirt or grass stains
  • Signs of wear, washing, or improper care
  • Damage or stains

All returned items are thoroughly inspected, and any items returned in a condition deemed as no longer sellable will not be refunded. In addition, returned items must be shipped back in the original packaging or similar packaging to prevent items from damage while in transport.

To start a return, please submit a request to our Customer Care Team. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

At this time, we are only able to provide return labels for customers residing in Canada. Customers residing outside of Canada are responsible for obtaining and paying for their own return shipping labels.

For items purchased from third-party retailers: Only items purchased directly from can be returned to Avocado Decor. If you purchased your Avocado Decor items from a third-party website or retailer, please contact the third-party vendor to process your return.

Can I return an item I bought on sale?

All sale items are considered final sale and not eligible for return.

Can I exchange an item?

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

I returned an item. When will my refund be processed?

All refunds are issued back to the original payment method within five (5) to ten (10) business days following our receipt of the returned item. Please remember it can take some time for your bank or credit card company to process and post the refund too. If the refund does not appear in the established time frame, please contact our Customer Care Team.

Why did I receive a partial refund?

We issue partial refunds for a variety of reasons, most commonly you may receive a partial refund for the following reasons:

  • Return was received damaged
  • Late orders or lost orders
  • A post-purchase discount was applied to your order

Still Need Help?

For the quickest answers to your most common needs, check out our FAQs above.
Have a question we didn't answer? Here's how to contact us:

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We do our best to answer inquiries as they come in.
Please allow for extra wait times during and after holidays and sales.