Frequently Asked Questions
Orders & Shopping
Q1: How do I place an order?
Simply browse our collection, add your favorite items to the cart, and proceed to checkout. You can pay securely using Visa, MasterCard, American Express, Discover, or PayPal.
Q2: Do I need an account to shop?
No, you can checkout as a guest. However, creating an account helps you track orders, save your details, and enjoy a faster shopping experience.
Q3: Can I modify or cancel my order after placing it?
Yes, you can cancel or modify your order within 12 hours of purchase by contacting us at help@onstopshop.com. Once the order is processed, changes cannot be made.
Shipping & Delivery
Q4: Do you offer free shipping?
Yes! We proudly offer free worldwide shipping on all orders.
Q5: Which courier partners do you use?
We ship through trusted global carriers: UPS, FedEx, and DHL.
Q6: How long does delivery take?
Delivery takes 7–10 business days depending on your location. You’ll receive a tracking number once your order is dispatched.
Q7: Do you ship internationally?
Yes, we ship worldwide. Please note that customs duties or import taxes (if any) are the customer’s responsibility.
Returns & Refunds
Q8: What is your return policy?
We accept returns within 7 days of delivery, provided the items are unused, undamaged, and in original packaging. Please review our Return Policy page for details.
Q9: How do I return an item?
To start a return, email us at help@onstopshop.com with your order details. Our support team will provide return instructions.
Q10: When will I receive my refund?
Refunds are processed within 5–7 business days after we receive and inspect the returned product. The refund will be credited back to your original payment method.
Products & Quality
Q11: Are your rugs and leather products authentic?
Yes. All our rugs are carefully selected — from handcrafted cowhide to Persian and Turkish masterpieces. Our leather goods are made with premium materials to ensure durability and style.
Q12: How do I choose the right rug size?
Check out our Rug Sizing Guide page for detailed tips on choosing the perfect rug size for your space.
Q13: How do I care for my rug?
Vacuum regularly, rotate every 6 months, and blot spills immediately. For deep cleaning, we recommend professional rug cleaning once every 12–18 months.
Payments & Security
Q14: Is your website secure for online payments?
Absolutely. Our checkout is SSL-encrypted, and we use trusted payment gateways like PayPal and major credit cards.
Q15: Do you offer Cash on Delivery (COD)?
Currently, we do not offer COD. All orders must be prepaid through secure online payment methods.
Customer Support
Q16: How can I contact your support team?
You can reach us via:
- Email: help@onstopshop.com
- Phone: +1 (325) 275-5922
- Business Hours: Monday – Friday | 9:00 AM – 6:00 PM (PST)