CUSTOMER SERVICE
CONTACT US
Have questions ?
They might be answered in our FAQ.
We tried to cover just about everything you need to know.
You can also email us at: thetopknotch@gmail.com
or fill in our contact form:
FAQ
01
I’ve found the rug I want but I don't know how to request a custom order.
Found the one? Here at The Top Knotch, placing a custom rug order is easy and straightforward. Start by going to the "Custom Request" page. This can be found through the "Home" page or the "Shop" button found in the menu bar on the top right. Find the size rug [SMALL, MEDIUM, LARGE] that is satisfactory to you. Click on the size you want. Upload the image of the rug you want to have tufted. Add the item to your cart. Lastly, purchase the rug and leave the rest to us!
03
Has my order been sent yet ?
We're pleased to inform you that all customers with processed orders should keep an eye out for a confirmation email containing tracking information. If there are any other questions or need further assistance, don't hesitate to reach out at thetopknotch@gmail.com. We value your business and hope you enjoy your purchase.
05
Part of my order is missing
Thanks for bringing this to our attention. Should this case happen, we're happy to replace or totally refund your order. Rest assured, we will conduct an investigation into the unfortunate matter. Customers with missing items, however, must provide us with additional details to thetopknotch@gmail.com so we may determine the potential cause of the matter. Your satisfaction is our priority, and we appreciate your patience and understanding
07
Which methods of payments can I use?
Our current accepted methods of payment are as follows:
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Credit/ Debit Card
Google Pay
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We are currently working to expand our range of payment options to make purchasing easy for our customers.
09
Is it safe to order online?
Absolutely, ensuring the safety and security of our customers' information is our top priority. We employ top encryption and security measures to safeguard all online transactions. Additionally, we never store sensitive payment information on our site, providing an extra layer of protection. You can shop with confidence knowing that your personal and financial details are securely handled. If you have any further concerns or questions about our security measures, please don't hesitate to reach out. Your trust is invaluable to us, and we're here to ensure your online shopping experience is safe and enjoyable.
02
Can you give me more information about the rugs?
Of course! Our quality rugs are made from 100% cotton fiber yarn. We strive to ensure the quality of our rugs while also prioritizing the use of eco-friendly materials to sustain the health and welness of our environment.
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04
Can I track my order ?
Yes. All customers with shipped orders should look out for a confirmation order email with an attached tracking number to ensure a smooth and seamless mailing process.
06
You’ve sent me the wrong items
Kindly provide us with your order details, and we'll swiftly arrange for the correct items to be sent out to you. As always, your satisfaction is our utmost priority, and we appreciate your patience and understanding as we work to resolve this issue. Additionally, don't worry about the cost of shipping. We will cover it.
08
I forgot to use my discount code
We understand how frustrating it can be to forget to apply a discount code during checkout. While we're unable to retroactively apply discounts once an order has been placed, we're committed to finding a solution for you. We invite you to reach out to our customer support team (thetopknotch@gmail.com) with your order details, and we'll do our best to assist you further. Your satisfaction is important to us, and we appreciate your understanding.
10
Delivery - How much is it and how long does it take?
Delivery/Shipping costs are dependent on the size and weight of the rug order. Generally, rug orders take around 10 business days to ship and deliver from the original date of purchase. Please check the "Shipping Information" Tab for additional information. This can be found on the "Custom Request" page.