If your rug is delivered to you with damage, please call our Fine Rug Gallery Service Center at (888) 241-8288. Advise the Service Center Representative of the damage and tell them if the plastic packaging was opened, torn, or otherwise damaged as well. We will schedule a free pick up of the damaged rug. We will either reorder another rug for you or authorize a full refund of your purchase if you choose not to reorder.