Frequently Asked Questions

Where can I see your products in person?

How do I create an account?

How do I update or edit my account information?

Can I order online if I live outside of the United States?

What if a product is backordered?

Where are your products manufactured?

Do you make custom bedding?

Do you make custom rug sizes?

Why is my hooked or tufted rug shedding?

I have noticed stray loops of yarn popping up from my hooked rug. What should I do?

Can I use a Dash & Albert rug as a stair runner?

Can I place an order with multiple shipping addresses?

Will I get a shipping confirmation and tracking number?

Do you ship to P.O. boxes?

What are your shipping rates?

Do you charge sales tax in my state?

Can I make changes to my order online?

How are transactions billed to my credit card?

Can I cancel my order online?

When will my order ship?

How do I view my order history?

What do I do if I don't receive my order?

What if my order is missing items?

How do I return an item?

How do I return a gift?

How do I contact Customer Service?

Is the same Outlet inventory available both online and in your Pittsfield store?

Where can I see your products in person?

Visit our Store Locator page to find a retailer near you.

How do I create an account?

Click Login at the upper right of the home page, then click Create An Account. Enter your e-mail address and create a password to receive instant access. Your login and password will be sent to the e-mail provided.

How do I update or edit my account information?

Login and password information can be changed by clicking My Account, conveniently located atop the screen at the far right of our navigation bar. You must be logged in to make any changes.

Can I order online if I live outside of the United States?

We currently offer ground shipping only to the contiguous U.S. and Canada; we also offer international economy shipping to Hawaii, Puerto Rico, and the Virgin Islands.

What if a product is backordered?

If a product is backordered, the most up-to-date estimated time of arrival will be listed. If you place an order for a backordered product, it will ship once it arrives in stock, unless otherwise noted in the delivery instructions. Your credit card will not be charged until the product is shipped.

Where are your products manufactured?

We work with family-owned, small manufacturers in India, as well as manufacturers in Portugal and China, to ensure the best-quality products produced in fair-labor, fair-market conditions. Pine Cone Hill India (where the majority of our products are crafted) supervises production in that country, with a staff of approximately 30, and with our U.S. staff visiting regularly.

Do you make custom bedding?

We carry a wide variety of products in many designs, materials, and shapes, but do not offer special sizing. For custom bedding, we recommend visiting an interior designer in your area.

Do you make custom rug sizes?

No. It may be possible to have a larger rug cut down to the size you need; contact a rug professional in your area for details before ordering.

Why is my hooked or tufted rug shedding?

Our hooked and tufted rugs naturally lose a bit of fuzz (like dogs). This is normal— simply fetch a vacuum and groom away!

I have noticed stray loops of yarn popping up from my hooked rug. What should I do?

Hooked rugs require occasional grooming to keep looking their best. From time to time, as a hooked rug settles, a stray loop of yarn may pop up. This is perfectly normal. Do not pull the loop; just trim it with scissors.

Can I use a Dash & Albert rug as a stair runner?

You sure can! Visit our blog for complete how-to installation instructions, or consult a  rug professional in your area.

Can I place an order with multiple shipping addresses?

No. A new order must be placed for each new shipping address.

Do you offer a place to add a gift message when shipping a product to a friend or family member?

Not currently.

Will I get a shipping confirmation and tracking number?

Yes. You will receive an e-mail confirmation when you place your order. When the order is processed, you will then receive a tracking number for your package.

Do you ship to P.O. boxes?

No.

What are your shipping rates?

Shipping via FedEx Ground is free on all retail purchases, excluding furniture! Please note that expedited shipping incurs an additional charge, which is calculated during checkout, and that certain products, due to size, cannot be shipped expedited. Free ground shipping is available only on orders shipped within the contiguous U.S. and Canada. Orders shipped to HI, VI, and PR will be charged international economy rates.

Do you charge sales tax in my state?

Items sold by the Annie Selke Companies and shipped to destinations in the following states are subject to tax: California, Florida, Massachusetts, New York, North Carolina, and Texas.

Can I make changes to my order online?

Because we do our best to ship in-stock items within 24 hours, changes cannot be made online once an order has been submitted. Contact Customer Service at 877-586-4771 for assistance.

How are transactions billed to my credit card?

When you place an order with one of our companies, the funds are reserved on your card; this is displayed on your account as a “pending” charge from The Annie Selke Companies. When the order is shipped, the reserve is canceled, and the final charge is assessed to your card from The Annie Selke Companies. If you have ordered from more than one of our companies, you will see multiple charges, equal to or less than the reserve, that correspond to each order.

Can I cancel my order online?

No. If you need to cancel your order, please contact Customer Service as soon as possible at 877-586-4771.

When will my order ship?

In-Stock items normally ship within 48 hours by FedEx ground. Other methods may ship more quickly.
Depending on where you live in the U.S., shipping time can take anywhere from 1-5 business days.
Express orders placed after 2:00 p.m. EST will ship the following business day. View the FedEx transit map to see the estimated delivery time to your area. Please note that we do not fulfill orders on Saturdays and Sundays. All orders are shipped from Pittsfield, MA 01201.

How do I view my order history?

Log in to your account and click My Account at the top of the screen. Click on Order History to view all active and completed orders.

What do I do if I don't receive my order?

Use the tracking number provided with your shipping confirmation to locate your package. If you need assistance with tracking, please contact Customer Service at 877-586-4771.

What if my order is missing items?

If your order is incomplete, first check your packing slip to determine if the product has been backordered. If the product is not backordered and is on your packing slip, please contact Customer Service immediately to arrange for a replacement.

How do I return an item?

View our return policy for more information.

How do I return a gift?

If you have received one of our products as a gift, you may exchange it for a product of equal or lesser value. View our return policy for full details.

How do I contact Customer Service?

Call or e-mail our live, in-house Customer Service team from 8:30 a.m. to 5:30 p.m. EST, Monday through Friday:

Is the same Outlet inventory available both online and in your Pittsfield store?

We try to maintain in-store stock of items on the Outlet website, but cannot guarantee that all items will be available in the Outlet store. However, the store offers a variety of samples and seconds at 50% or more off retail prices, as well as weekly in-store-only specials and a clearance room that features fabrics by the yard at deep discounts. So if you’re planning to be in the Pittsfield area, we encourage you to stop by!