At Lavin, we are wholesalers, so we don’t sell directly to consumers.

If you are a business owner with a Tax Id#/Resale Certificate, we welcome you to join our Trade Program.

Complete the Trade Program application form in its entirety and submit. A Lavin account specialist will contact you within 1-2 business days upon review of your application. 

New Trade Partner applicants will need to submit the following:

• Online application form submission
• Type of business, include website and complete contact information.
• Federal Tax ID # and State Issued Re-Sale Certificate
• Credit Application
• Preferred Method of Payment Form 
• ACH Authorization Form 
• Credit Card Authorization form (all charges will include a 3.5% handling fee).

Partner Portal Access:

• Once your Trade Partner Account and Partner Level has been established, you will receive a partner portal login to the website, where your Trade Partner discounted pricing will be reflected on all products, and current inventory levels across all items will be visible. 
• Partner Levels include:
• Trade 
• Designer
• Retailer
• Hospitality

Trade Partner Perks:

• Exclusive trade pricing.
• No minimum purchase amount required.
• Exclusive previews of new collections and invitations to trade-only events.
• Dedicated customer service and sales representative.
• Free or reduced cost samples.
• Fixed Rate Standard Ground Shipping fees applied (see Shipping Terms – Samples). 

Lavin lists products online and in our catalogs for identification and cost purposes.  In a continuous effort to improve our product assortment and remain on design trend, we reserve the right to alter product design, color, or construction without prior notice.  In case of discontinuation of a specific product or collection, we will do our best to give 3 months notification that the item will no longer be available for order once inventory levels are sold though.

The following steps outline the Lavin order process.  Note that until further notice, orders and payment will not be placed directly through the website portal.

• Select your items for order placement and prices visible in your portal and submit your purchase order form to customersupport@lavin.com.  Please include all Ship To location information, method of shipping either Lavin shipping arrangement or 3rd party shipping. If 3rd party, please include ship account # and information as per shipping terms.
• Your Lavin Customer Service agent will respond to your email and confirm the order and in stock availability.  You will receive a Lavin Sales Invoice with initial freight quote as a separate line item on the sales invoice.
• Payment must be confirmed prior to shipment leaving the warehouse.
• Order modifications are not allowed once the PO has been released for shipment.

Cancellations:

All cancellation requests must be submitted via email to customersupport@lavinrugs.com Cancellations are not confirmed until Lavin notifies that the cancellation request is confirmed via email.

• Order cancellations are not accepted once the PO has been released for shipment.
• Purchase orders cancelled more than 5 days after the date of Acknowledgement / Proforma Invoice are subject to a 50% cancellation fee.
• Cancellation requests require:
• Customer #
• Item # and Size if only some items are being cancelled in an order with multiple items.

• Any order that is custom made in size specification or design/color specification of the client, not currently in stock in our warehouse, is not eligible for return or cancellation.
• Specific lead times and shipping arrangements are to be made with your assigned in-house Design Specialist, or Lavin Sales Representative. 
• A design fee may be applicable depending on the size and volume of the project.
• Lead times from manufacturer will vary.  Please consider this when placing your special, custom order.
• Minimum Quantity for custom design orders will be determined based on the factory specifications.
• Customer must sign off on the final approval samples for color, material, construction, quality prior to production beginning.
• Payment Terms for Custom Orders:
• 50% deposit is required at the time of order finalization and placement, prior to production beginning.
• 50% final payment + all shipping costs to be made at the time of shipping.
• Lavin may be available for temporary warehousing for large volume development projects that may require a delivery flow.  Please address any delivery lead time situations at the time of order placement.

• Payment for your first order is accepted by ACH deposit or by credit card.  Credit cards accepted include Visa, Mastercard, American Express, Discover.
• All credit card payments will include a 3.5% handling fee.
• Credit cards are verified before an order is processed and filled.
• Credit cards are not charged until the shipment leaves our warehouse, and initial shipping costs are established and included as a line item on the sales invoice.
• Payment will be processed in full, reflecting the total amount on the final Sales Invoice, presented after acknowledgment of purchase order placement.
• Shipments will not be released until confirmation of payment has been verified.
• All LTL Freight / Small Parcel ship rates will be determined with each order placement, based on the quantity ordered, volume/size of shipment, to determine the most cost effective and advantageous method of shipping to destination.
• Any shipment may be subject to additional fees and charges during or after shipment based on final charges assessed to complete the delivery – any modifications will be billed directly to the customer. (see Shipping Terms)
• Net Terms – at this time, no newly established Trade Partner accounts will receive payment terms.  Shipments will not be released from the warehouse until payment verification is received.

• All Lavin Trade Partners receiving discounted pricing are responsible for all shipping costs, Small Parcel, LTL Freight, Expedited shipment requests. 
• Shipment tracking is available via the online portal under your Trade Partner Account login, or by clicking here.  Please reach out to customersupport@lavinrugs.com if you experience any difficulty.
• Freight rates are calculated based on the quantity, total weight, dimensions, ship to location and specifics (residential vs. non-residential), rather than based on a percentage calculation of the total invoice. 

Ship Method:

• Lavin will ship with the most cost effective and efficient service to the ship to destination available.
• If you have a preferred carrier, we welcome the information and will ship via your carrier of choice.  Please note
• Any shipment may be subject to additional fees and charges during or after shipment based on final charges assessed to complete the delivery – any modifications will be billed directly to the customer.
• 3rd party shipping is accepted if you prefer to ship with your own shipping account or preferred carrier and ship method. Please indicate this preference and 3rd party account number or ship collect preference at the time of order placement.  
• Tracking of all 3rd party shipments will be the responsibility of the customer.

Samples: 

• Fixed Rate Standard Ground Shipping fees applied to all sample shipments as follows:  
• 1-3 samples shipped   = $15.00 fixed shipping rate
• 4-7 samples shipped   = $20.00 fixed shipping rate
• 8-10 samples shipped = $25.00 fixed shipping rate
• Any expedited sample shipment requests will be billed at the actual shipping cost.

Small Parcel:

• Most orders will ship via small parcel ground service, unless dimensional weight and volume exceed small parcel qualifications, in which case they will be deemed to ship as LTL Freight.
• The quoted Small Parcel rate will be included on the final Sales Invoice.
• All orders will ship within 1-2 business days, based on availability.
• Delayed shipments are based on request at the time of order placement and the customer's requirements.  (See Order Processing for further details and terms).
• Small Parcel Ground shipments can take 3-5 days for arrival.

LTL Freight:

• LTL Freight will be deemed where the total quantity, volume and weight of the order surpasses the requirements of small parcel shipping.
• Any shipment that requires special service or delivery circumstances (Lift Gate, Residential Delivery, Inside Delivery, etc.) are subject to incur additional freight charges other than provided on the original sales invoice and will be billed direct to the customer.
• LTL Freight shipment can take anywhere from 3 to 7 business days for delivery.
• If you choose to arrange your own 3rd Party LTL Freight shipping, we request advance notice of 1-2 business days prior to scheduled pickup, and an emailed copy of the ship label, and BOL to be emailed, with complete Carrier information and contact number. 
• Any lost or damaged shipments and claims will be your responsibility.

Expedited Shipping:

Expedited shipping is available for shipments that qualify for small parcels.  An expedited order's initial ship date does not count as a transit day, so consider this when determining arrival dates.

• All expedited shipments will incur higher ship rates compared to ground shipping.
• All expedited requests for air or ground shipping must be submitted in writing.

Free Local Pickup:

Free pickup at our Ft. Worth warehouse location is always available.  Please note during the summer months, our warehouse closes at 4:00 p.m.

Hours of Fulfillment:

Monday through Friday from 9:00 am. – 5:00 pm. 

• All in stock orders are fulfilled and shipped out within 1-2 business days from the time of order placement and confirmation that full payment on the sales invoice provided has been issued.  
• Please note that any order placed after 5:00 pm. Of Friday will not be processed until the following Monday.
• National Holiday Warehouse closures will be provided.

Freight Claims:

LTL Freight or Small Parcel claims must be filed within 2 days of delivery receipt relating to shortage, missing items, visible damage caused by insufficient carrier handling by emailing customersupport@lavinrugs.com .

Claims Procedure & Buyer Inspection Upon Arrival:

• The buyer must be present to inspect goods in the carrier's presence before accepting the shipment.  Any shortage/damage must be clearly marked on the carrier’s delivery receipt at the time of delivery.
• The buyer is responsible for documenting damages with photos notifying Lavin via email with confirmation of refusal of delivery and that the carrier's delivery receipt was fully marked as such.  Submit a brief description of circumstance and include images to customersupport@lavinrugs.com immediately.
• If the buyer accepts the goods as is, the buyer is responsible for any final freight charges associated with the shipment, and for payment to Lavin, despite any damage or shortages caused by the carrier.
• Lavin is not responsible for any damages/shortages in transit unless noted as per above instructions on carrier delivery receipt.
• Proper notification of damages/shortages in transit will ensure Lavin will file a claim with the carrier and arrange for any necessary replacements. 

Return Window Policy:

Rugs in the original condition may be eligible for return within 30 days of receipt, at the customer’s cost.

• All Lavin returns MUST have a Lavin RMA# assigned by a Lavin Customer Support specialist.
• Any rug approved by Lavin to be returned is subject to a 25% restocking fee.
• Samples are offered free of charge so the buyer can determine prior to purchasing if the design, pattern, color is suitable for their purchase.

Return Procedure:

To initiate a return, please call Lavin Customer Service: 855.455.2846, or email customersupport@lavinrugs.com. Each reason for return will be considered and evaluated, based on the following guidelines and customer adherence to the following requirements:

• All Lavin returns MUST have a Lavin RMA# assigned by a Lavin Customer Support specialist. 
• Returns are shipped at the cost of the buyer.
• Returns must be received in the original protective packaging it was delivered in. 
• If you have disposed of this packaging, notify the customer support specialist and we will provide packaging for the item to be packed properly and shipped back to Lavin.
• Once the returned item has been received in its proper packaging and in resalable condition, a credit will be issued less the 25% restocking fee, to the original method of payment.
• After your return is received and processed, please allow up to 4 weeks for your credit to be fully processed.  This time includes allowance for:
• Transit time for us to receive your return (5 to 10 business days).
• Processing the return once it is received (1 to 5 business days).
• Credit processing and bank issuance of funds (3-7 business days). 

Items not eligible for return:

• Custom Order or Special-Order items
• Discontinued items
• Sale items 

Defective or Damage Return Window:

The return window for defective or concealed damaged product is within 14 days of delivery receipt.

All Lavin returns MUST have a Lavin RMA# assigned by a Lavin Customer Support specialist.

Defective Return Procedure:

Upon receipt of your Lavin product, please open and inspect the items thoroughly. Product with any defect or inherent damage must be documented according to the following procedures:

• Initiate a defective/damage return by notifying Lavin via email to customersupport@lavinrugs.com, including a brief description of the defect/damage of the product and including photographs to support your documentation.
• Photos are required for review for all defective product claims and must be submitted within your email.  Be sure to include photos of:
• Item in its original packaging as it was received.
• Photo of the shipping label.
• Item after packaging removed.
• Photo of the product defect or damage closeup from the front side.
• Photo of the product defect or damage closeup from the back side.
• Upon evaluation of buyer documentation and photographic support of defective/damage claim, Lavin will contact the buyer with course of action for return or disposal of defective product and arrangements for a replacement product.
• Lavin reserves the right to dispute any defective/damage return based on evaluation of proper documentation, description, and images.