Frequently Asked Questions

If you are unable to find an answer to your question in our FAQs, please email us at [email protected] or call us at 1-888-452-5336

How do I open an account?

Distributor
Please email us at [email protected]

Retailer/Designer-

Please complete our Open a Trade Account form and a Kaleen representative will contact you within one business day to complete your request.

New accounts will need to submit the following:

  1. Contact – Kaleen Form
  2. Resale Certificate / Tax ID
  3. Contact Forms
  4. Credit application

Is a minimum order required to open an account?

Yes, there is an opening order of minimum $1500.

How can I obtain a price list?

Kaleen does not publish price lists. Please complete our Contact – Kaleen form and a Kaleen sales representative will contact you with pricing information. We assure you that our pricing is very competitive.

Can you send me a catalog?

Only Kaleen customers receive our print catalog. However, our e- Catalogs – Kaleen can be accessed by anyone through our website. Additionally, our complete product assortment can be viewed on our website and is searchable by color, style, collection, construction, material, and designer.

I am interested in distributing Kaleen products in my country. How should I proceed?

Please email us at [email protected]

 

ORDERING

How do I place an order?

Once you become a dealer, we recommend placing orders through our website to ensure your order ships quickly. You may also submit orders to [email protected]

Can I purchase products directly from KALEEN:

KALEEN only sells to floor covering showrooms throughout the U.S. and Canada? Please see our representatives the dealer closest to you.

How do I set up an account with KALEEN:

If you are a retailer or trade distributor, please contact our sales office at 1-888-452-5336?

What is KALEEN WARRANTY:

KALEEN provides a one-year limited repair or replacement warranty. KALEEN warrants to the initial purchaser and original seller that its carpets will be free from manufacturing defects for a period of one (1) year from the date of delivery to the original seller. This is a limited warranty and contains specific exclusions and limitations. Liability and exclusive remedy of KALEEN under this warranty is limited to actual repair or replacement. KALEEN’S total liability shall not exceed the invoice amount to the original seller. Please check with your local dealer for any other specifics.

How do I check inventory?

Please call or email customer service, [email protected]

Do you have a minimum order requirement?

Yes, we do require a minimum order amount $1500 that’s all.

Can I order samples?

Yes, if you’re an active dealer of Kaleen

I don’t see the size that I need. How do I purchase a special size?

We offer custom sizes on many of our Rugs & Broadloom.  You can simply visit kaleen (kaleencustom.com) to place order OR You may receive a quote and place an order by selecting Custom Sizes option next to standard size from any applicable product page. For more information on how to place custom orders, please feel free to email [email protected]

What payment types do you accept?

We take all major credit cards including Visa, Mastercard, Discover & American Express

Can I cancel my order?

Yes, you may cancel your order for in stock and ready to ship items within 24 hours as long as your order has not already been processed to ship by emailing a message to [email protected] . Please provide your order number, account number, full name, and company name. For multi-item orders, include item(s) you wish to cancel.

 

SHIPPING

 I just placed my order. When will it ship?

We typically ship orders for in-stock items within 2-3 business days. You can always contact us via email or phone. Please inspect your order carefully upon receipt with the driver present. Any damage should be refused at the time of delivery and noted by the carrier. Photos are required for all claims.

How will you ship my order?

We ship all in stock items from our warehouse in DALTON, GA. We ship all items including rugs 8’ X 11’ or under via FedEx or UPS. All rugs larger than 8’ X 11’ must ship via a trucking carrier (LTL). If you have any special shipping instructions, please leave comments on your order, and contact us.

I am a local Kaleen dealer. Can I pick up my order?

Yes, please contact us to schedule your pickup 24 hours in advance. Our pickup hours are M-F 8:30 am – 5:00pm EST.  Warehouse Pickup Address: 1013, Bonny oaks Drive, Dalton GA 30721. PH# 888-452-5336

Do you offer drop-shipping?

Yes, we can ship directly to your customer. Please note additional shipping charges may apply to orders shipping to a residential address & drop ship fee.

What will it cost to ship my order?

We understand the need-to-know shipping cost upfront. When you place your order via email/fax, we’ll provide your estimated standard shipping charges in your order.

 

RETURNS

What is your return policy for rugs?

We offer a 30-day return policy from the date you receive your rug for a full refund minus a 15% restocking fee. The rug must be returned in its original condition and packaging (or equivalent packaging). If you want to initiate a return, please select ‘return inquiry’ in the customer care form email [email protected] re-package the package properly. We always recommend obtaining a tracking number and proper insurance when shipping all rugs back. We do not cover the cost of return shipping. If you need a repackage kit, please contact us [email protected] to receive one in the mail.

What is your return policy for clearance and or discontinued items?

Since these items are usually steeply discounted, we cannot accept returns on clearance or discontinued items.

How do I re-package my rug to send it back?

It is very important that the rug arrives back to us in original condition. If the rug is not re-packaged properly and it arrives back damaged to us, we may not be able to process your credit. If you need a repackage kit, please contact us [email protected] to receive one in the mail.

When will I receive the credit for my return?

Once we’ve received your return at our warehouse, it will take an additional 5 days to process your refund. Any Credits issued will be applied to the invoice it is written against. If the invoice has been paid, we ask that you use the credit memo within 60 days of it being issued. If the credit is not issued within the time frame, please ask for reimbursement in writing OR email [email protected]