Frequently Asked Questions
Got questions? We're happy to help!
🛒 Shopping Guide
Product Availability
When will this item restock?
Do you offer discounts?
For real-time updates, send us a product screenshot via customer service and follow us on:
- Facebook: @Genimo
- Instagram: @genimorugs
- TikTok: @genimorug
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Product FAQs
How do I make my rug non-slip?
What's the best way to clean a microfiber rug?
What's the difference between chenille and microfiber rugs?
Our upgraded grip-backing eliminates the need for separate strips. Explore our non-slip rug solutions by contacting customer support.
For optimal microfiber rug care, use your vacuum's lowest setting and follow the pile direction. Avoid repeated passes on one spot to maintain texture.
- Chenille: Features a denser weave ideal for high-traffic areas
- Microfiber: Offers a plush feel perfect for bedrooms
📦 Orders & Shipping
Order Processing
When will my order ship?
No shipping updates in over three days?
My order was shipped to the wrong address. What should I do?
Most orders process within 2-3 business days (excluding holidays). Contact us if your status doesn't update.
Carrier systems sometimes experience tracking delays. We recommend waiting 24 hours or contacting us for a shipping status check.
Please refuse delivery and place a new order with the correct address. We'll prioritize processing your replacement order.
Delivery Issues
Why is my package delayed?
What should I do if I received a damaged package?
- Packages still within 7 business days: Currently in transit
- Packages exceeding 7 business days: You may request an instant refund by selecting "Won't arrive on time"
To expedite your damaged delivery claim process, please email clear photos to
🧼 Product Care
Maintenance
How can I remove new rug smell quickly?
What's the best way to remove rug wrinkles?
My rug layers separated after washing. Can this be fixed?
Eliminate rug odor effectively by airing it out in shaded ventilation for 48-72 hours (avoid direct sunlight to prevent fading).
Follow these steps for DIY rug crease removal:
1. Lay a damp cloth over wrinkles
2. Steam vertically along fiber direction
3. Roll diagonally and let rest for 1-2 days
2. Steam vertically along fiber direction
3. Roll diagonally and let rest for 1-2 days
For minor rug delamination, partial store credit may be available. Significant damage qualifies for full refund or replacement upon photo verification.
Product Specs
Is this rug supposed to be so thin and lightweight?
How do I choose the perfect rug size for my bedroom?
Yes! Our washable rugs are designed with thin, lightweight construction offering three key benefits:
✓ Space-saving storage
✓ Effortless cleaning
✓ Smooth floor transitions
Use our interactive rug size calculator in the Rug Size Guide or chat with us for personalized recommendations.
🔄 Returns & Exchanges
Process
How do I initiate a return?
Can I cancel my return request?
Start by reviewing our Refund Policy, then contact us with your order number and reason for return (photos appreciated if applicable).
Certainly! Simply email "CANCEL RETURN" along with your order number.
Special Cases
What's your custom order return policy?
How long does refund processing take?
Custom rugs are evaluated on a case-by-case basis. Please email photos for personalized assessment.
Refunds typically process within 5-7 business days after we receive your return, though timing may vary by payment method.
Still Need Help?
For the quickest answers to your most common needs, check out our FAQs above.
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