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Frequently Asked Questions

Orders

How do I check the status of my order?

You can check the status of your order by logging into your account and then clicking on the order details on the Order Status page. When a shipping label has been created for your order, you will be able to track your shipment within your Order History. Please note that once your package has shipped, tracking information may take up to 24 hours to appear in a carrier’s system. If you have any further questions, please contact us.

Where can I see my previous orders?

Your previous orders are available in your Order History.

I received a damaged item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. We'll replace the item if it's still available or issue a full refund, including shipping charges.

For items shipped via our white-glove delivery service, you can refuse the item if you see any damage or quality issues. Make sure to note the damage or quality issues on the delivery service's paperwork and please contact us. We are here to help and want you to love your purchase. If you received a damaged item, please contact us immediately. Please include your order number and the name of the item that was damaged.

I'm missing items from my order. What should I do?

Since some items are shipped directly from the manufacturer and others are shipped to our warehouse first for repackaging, your purchases may arrive in more than one package.

Please view your order details to verify which item(s) may have shipped separately by entering your order number on the account page.

Enter your order number and email address; it will indicate an estimated arrival date for each item in your order. Items with different estimated arrival dates will most likely be shipped in separate packages.

If you do not know your order number, you can locate it by looking at your order confirmation email. If all of your shipments have been delivered and you are still missing items, please contact us immediately.

How do I change my shipping address for an order?

To update the shipping address for an order, please contact us.

How do I cancel an item or order?

We're sorry, but we cannot cancel orders. If you have any concerns, please contact us.

I received the wrong item. What should I do?

Your satisfaction is our top priority, and we want your shopping experience to be perfect. Please contact us in order to start your exchange. We'll replace the rug with the correct rug or issue a full refund, including shipping charges.

Please include your order number, the item received in error, and the name of the item that you did not receive. If possible, a picture of the rug you received would make it much easier to identify the mistake. We will contact you with details on how to return the item received in error and the status of the actual item you ordered.

Can I add items to an existing order?

Unfortunately, you can’t add items to existing orders. If you would like to add new items to an order you will need to place a new order on our site.

Can I place a special order?

Unfortunately, we are unable to fulfill special orders at this time. Most of our rugs are one-of-a-kind, so we often cannot obtain the exact same item. However, some pillows do have multiples and it may be possible to get a similar pillow.

Payment

When will I be charged for my order?

When you place an order, we will authorize and charge your credit card at that moment.

What methods of payment do you accept?

We accept payments from Visa, Mastercard, American Express, Discover, JBC, Diners Club, Shop Pay, and Apple Pay.

Does Nalbandian charge sales tax?

Nalbandian collects sales tax on all orders shipped to states that charge sales tax. If you have a registered trade or dealer account with us, you will not be charged taxes.

If you are having your order shipped to any of these states, tax will be charged at the applicable county rate. Tax rates among counties vary.

Do you accept international billing addresses?

Unfortunately, we cannot accept international billing addresses for credit cards at this time. We can accept only credit cards with U.S. billing addresses.

Nalbandian was unable to authorize my credit card. What should I do?

Please contact us. Updating your credit card in My Account will not update orders that have already been placed.

How do I apply a Promotion to my order?

On checkout, you can enter your Promotion Code under the Order Summary section. Once entered, click APPLY.

Shopping Questions

How do I sign up?

You can sign up by clicking "SIGN IN FOR PREFERRED PRICING" in the home page. Create an account by entering your contact details and we will approve your account on our end.

Who curates the product selection at Nalbandian?

Our team consists of seasoned industry insiders and respected, passionate home-decor buyers who share our customers’ excitement about design and exceptional value. Like you, we know that there is nothing chic, elegant, or stylish about overspending on top home design brands.

Is there a Nalbandian boutique?

Yes, we are located at 12430 Whittier Blvd., Whittier, CA 90602. For information about our store hours, service consultation, or anything else, please contact us.

Do you price match with competitors?

We are in the business to provide the best-curated selection to our customers! At this time, we do not price match with competitors.

Do you honor price adjustments?

We're sorry, but we do not accommodate price adjustments.

Shipping & Delivery

Do you accept international shipping addresses?

Please note that Nalbandian does not ship to non-US addresses. However, some of our customers have successfully used third-party services to ship internationally. While we are not able to endorse these services, we can provide the following links for informational purposes:

http://www.shopandship.com
http://www.shipville.com
https://storetoship.com
http://www.postaplus.com/MyBox.aspx
http://myus.com
http://www.stackry.com

Where do you ship?

Nalbandian can ship to street addresses in the continental U.S, Alaska, and Hawaii. Sorry, but white-glove and entryway shipping is not available for Alaska or Hawaii.

Because most of our products are shipped via FedEx, we cannot deliver to P.O. boxes or APO/FPO addresses. Nalbandian does not ship to U.S. territories, including Puerto Rico and Guam.

How can I track my package?

You can track your order by visiting the Order History section in My Account and clicking on the order number. If you do not know your order number, you can locate it by looking at your order confirmation email.

Once a shipping label has been created for your order, you will find the tracking number underneath the Tracking section.

If you have any further questions, please contact us.

What are your standard shipping & handling rates?

Thousands of Nalbandian items ship for free. For those that don’t, the standard shipping & handling rates are as follows:

Order Total

 

Shipping

Up To $199.99

 

$20.00

$200.00 - $499.99

 

$30.00

$500.00 - $999.99

 

$40.00

$1,000.00 - $2,999.99

 

$50.00

$3,000.00 - $5,999.99

 

$75.00

$6,000 - $9,999.99

 

$100.00

Over $10,000

 

$150.00

What should I do if I’m missing items from my order?

Since all items are shipped directly by us, we ensure that everything is included before we package your rugs. However, if you order multiple items, they may arrive in more than one package. If all of your shipments have been delivered and you are still missing items, please contact us immediately.

Does Nalbandian have a white-glove delivery service?

We can only do this is rare occasions that are within the Los Angeles market. If you’re interested in a White Glove delivery, please contact us before ordering to make sure this is something we can do for you. Note, there is an White Glove fee that we will charge in the case that we can do this for you. We do not offer White Glove delivery to areas outside of the greater Los Angeles market at this at this time.

What is the difference between white-glove and standard FedEx Home Delivery?

Our white-glove service will deliver the item into your room of choice, perform 15 minutes of light assembly and dispose of the packaging materials. Light assembly does not apply to beds, cribs, and dining tables.

Our standard FedEx Home Delivery service will deliver the packaged item to the door of your address. Note, a signature will be required for all standard deliveries and the recipient is responsible for unpacking and moving the product farther into the home.

Some things to know:

  • White-glove is not available any area outside of the Los Angeles Market.
  • If we have agreed to do a White Glove delivery service, we will contact you to schedule an appointment shortly before the arrival date.
  • The delivery service cannot make any modifications to your home. Please measure your space (doorways, elevators, stairways, etc.) before buying the item to ensure it will fit into your home. If the item doesn’t fit, it will be sent back to us. Return shipping charges will be deducted from the amount of your refund. The original shipping charges will not be refunded.
  • Please contact us if there could be any delivery challenges at your home such as multiple flights of stairs or a narrow or long driveway. Additional charges may apply.

Should I inspect my item?

Yes, once your item has been unwrapped, please inspect it for any damage that may have occurred in transit. If you do see any damage or quality issues on the packaging:

  1. You have the right to refuse the item.
  2. Make a note of the damage on the delivery service's paperwork before signing for the item. If you do not note the damage on the delivery paperwork, it's more than likely we won't be able to issue a refund or replace the item.
  3. Contact us and we'll help resolve the issue.

How long will it take for my order to arrive?

Check your estimated arrival date by tracking your order via the tracking number we provided.

What is Nalbandian’s insurance policy?

Nalbandian packages are always insured, at no extra cost to you.

Can I combine shipping fees for different orders?

Unfortunately, we are unable to offer combined shipping for our customers at this time.

Returns & Exchanges: Online Purchases

What is your return policy?

We only accept returns in the case that the item you purchased is damaged, and the damage is determined to be there before or have happened during transit. We will not accept returns if item is damaged after delivery. Items that are marked "final sale," "clearance," or "as is" are not returnable, nor can we adjust prices for items within an order or cancel orders. You can find out if an item is eligible for return in its product description, under Shipping & Returns.

Of course, your satisfaction is our highest priority. If there is a problem with a final-sale item you purchased, please contact us. Please include your order number and the name of the item in order to expedite your inquiry.

Return shipping and restocking fees

Return shipping and restocking fees may apply based on the reason for the return. Original shipping costs are not refundable.

 

Original Form of Payment

Return shipping and restocking fees will be deducted from your refund when you choose to have your original form of payment credited. See below for more information about shipping and restocking fees.

How do I initiate a return?

To initiate a return for an item delivered via FedEx, contact us. We will need your order number and the email address associated with your order.

Exchanges

If an item is no longer on the site, it’s unfortunately no longer available. If you do have an issue with something you’ve received, please contact us.

Damaged or missing Items

We take pride in the quality of our products and the condition in which they arrive to you. If something isn't right with your order, simply contact us to tell us what happened. We will contact you to resolve the issue.

How will I know when my return has been received?

After we receive your return and confirm that all items are in good condition, you will receive an email confirming that your return has been received. Your refund or credit will be processed in 10-15 business days.

Need assistance?

For the fastest response, please contact us.

What is the cost to return a product?

If we have accepted a return due to damage or wrong item, we will cover the shipping cost. If you are returning an item for a different reason, we will not cover the return shipping costs. Please check shipping rates with your local FedEx, UPS, or DHL center.

Can I return "clearance" items?

Items marked "clearance" are not eligible for return. However, our customers’ satisfaction is our highest priority and if there is a problem with a final-sale item you purchased, please contact us. Please include your order number and the name of the item in order to expedite your inquiry.

 

Returns & Exchanges: In-Store Purchases

What is your return policy?

Returns will only be accepted for damaged or wrong items. (Some exclusions apply.)

Can I return purchases made online to your store?

Yes, if you are local to the Los Angeles area and would like to drop off a return, we will be able to accept returns this way. Please call ahead to make sure we are open and able to accept your return at that time.

Account Information

How do I update my password, email, shipping address, and billing information?

You can update all of your account details by visiting the Account Information section in “My Account” anytime.

I forgot my password to log in. How can I request a new one?

Go to the Password Recovery page. Follow the onscreen instructions in order to reset your password and we will send you an email with a link to reset your password.

If you do not receive an email from Nalbandian within a few minutes, please follow the steps below:

  1. Check your email account’s spam or junk folder to see if our email was filtered there.
  2. Request a new password again and be sure that you are entering your email address correctly. (If there are any typos, our email will not reach you.)
  3. Please also add info@nalbandian.com your contacts list to ensure delivery of our emails to your inbox.

If you’ve checked all the above and still do not receive your email, please contact us.

How do I unsubscribe from emails?

If you would like to reduce the number of emails you receive from us or unsubscribe, you can unsubscribe by clicking the unsubscribe link at the bottom of our sale emails.

And don't worry—even if you choose to unsubscribe, you can still log in to your Nalbandian account to browse and shop anytime.

Please keep in mind unsubscribe requests take one week to take into effect. You might continue to get our emails while our system processes your request. Thank you for your patience and understanding.

Why am I still receiving emails after I unsubscribed?

Please keep in mind unsubscribe requests take one week to take into effect. You might continue to get our emails while our system processes your request. Thank you for your patience and understanding.

If you continue to see sale emails from us after one week, please contact us.

How can I update my shipping address?

Please visit the Address Book section in My Account and follow the instructions below for adding a new shipping address, updating a stored shipping address, or deleting a shipping address from your account.

 

Add a new address

In the Address Book section of My Account, enter your new address details and click the SAVE button. Once saved, you will see your new address listed under Addresses On File.

Edit an address

Under Addresses On File, click the Edit link on the address you wish to change. Make your changes directly in the fields and click on the SAVE button to save your changes.

Delete an address

Under Addresses On File, click the Delete link on the address you wish to remove. The remove link is only available if you have more than 1 saved address.

How safe is my personal information when I create an account?

Our customers' safety and privacy are our utmost priority at Nalbandian. Your data will never be sold to third-party marketers. Please visit our Privacy Policy for details.

Other

Can you make custom rugs?

No. While custom rugs are often requested, we do not have the capability to make custom rugs at this moment.

Is this your best price?

We encourage you to register an account if you are a rug dealer, a designer, or simply a rug enthusiast. Preferred pricing is available to those who register.

What other rug services do you offer?

We offer rug cleaning, rug repair & restoration, rug dyeing, custom rug pads, antique washing, chemical washing, white washing, and rug appraisals.