Need A Hand?
Here are some of the questions we hear most often.We're also here to help:
Need help with an order?
If you have a question not answered here, please reach out to our Care Team at email@example.com. We'll respond to all emails within 24 hours and try our best to respond within the hour. Please note that our Care Team is off on Saturdays but will get back to you within 24 hours.
You can also get in touch through live-chat Sunday through Friday from 10 am - 4 pm EST.
Frequently Asked Questions
Curious how our rugs will look in your home?
We’ve made online shopping easy with a feature to help you visualize our rugs in your home - providing a real sense of the size and scale of our cowhides.
Use our augmented reality feature on our mobile product pages to view a 3D rendering of a Hillyard cowhide rug in your space. Visit Hillyard.co on your mobile device, navigate to a product page, select the last product image with the cube icon, and it will project the rug in your room by using the camera of your mobile device.
Looking for a specific rug size?
If you're looking for a specific rug size please email our Care Team at firstname.lastname@example.org and we'll do our best to accommodate any special requests.
100% satisfaction guarantee
At Hillyard, we’re about delivering all-natural and sustainable products that bring you joy. We hope you enjoy your new rug, but if you're not 100% satisfied with your purchase, we offer a no questions asked 30 day money-back guarantee.
Please email our Care Team at email@example.com to start a return and receive a refund.
Our cowhide rugs are Grade A, fully natural, and sustainably sourced from our network of vetted partner tanneries in Argentina as a by-product of food production. All of our partners' facilities are clean, animal-friendly, and cruelty-free.
Giving back pledge
At Hillyard, we believe in giving back to nature what it has so freely given us. To help make our supply chain more carbon-neutral and help provide crucial income to local communities in Africa, a portion of every purchase funds the planting of ten trees. We donate these proceeds to our impact partner, Eden Reforestation Projects, to carry out these efforts by planting trees in Africa for every purchase made.
You can track your impact after your purchase and will receive an email with a link to your tracking dashboard.
Learn more about Eden Reforestation Projects.
Hand-selected and one of a kind
Sourced exclusively from master tanneries in Argentina, all of our cowhides are hand-selected for exceptional quality, color, and feel. Because cowhides are a natural product, the cowhide you order will be entirely unique, one of a kind, and no two rugs are exactly alike. Please note that the listed measurements are approximate, and there may be some variance in size, texture, color, and pattern.
What sizes do your rugs range from?
As cowhides are a natural product, some variations in size can be expected. Each cowhide is unique and one of a kind. With that said, our rugs range in size anywhere from 7 x 6.5 to 8 x 6.5 feet, and the square footage of our rugs are between 32 and 43 square feet.
What's the difference between your classic and vintage cowhide rugs?
Our vintage cowhide rugs are hairless and have a 0.0" pile height. The hairless texture our our Vintage Cowhides feel great under bare feet. Our classic cowhide rugs come with hair and a 0.25" pile height.
How should I care for my cowhide rug?
Cowhide rugs are naturally durable and made to withstand a lifetime of use. Undemanding and easy to care for, they are perfect for high-traffic areas. Our rugs are made with the finest tanning methods and natural materials. To ensure your cowhide rug will be enjoyed for many years to come, please follow these care suggestions:
• Cowhide rugs are naturally spill and stain resistant - just wipe up any spills with a damp cloth. For stains, simply spot clean with warm water and a few drops of mild shampoo and lightly rub with the grain of the hair using a soft brush or sponge. Do not treat with stain products.
• Regular vacuuming will keep dust from collecting and your cowhide rug looking new. Vacuum your rug using the hardwood floor setting and with the grain of the hair. You can also shake out the cowhide to remove dust that can collect over time to keep your room's air fresh.
Does Hillyard offer any promotions or coupons?
Yes! We offer all new customers 10% off their entire order when they sign up for our newsletter. Plus, we always offer free domestic shipping.
We also offer free returns for all first time customers in the continental United States - making it easy to find the rug you'll love with confidence.
Shipping & Orders
Free shipping offer
We're happy to offer free domestic ground shipping with UPS and USPS to all destinations within the continental United States.
Shipping rates for international orders (including Alaska and Hawaii) will be displayed at checkout.
Where does Hillyard ship?
We offer free shipping on all orders within the continental United States.
We also ship internationally and offer several international shipping options, including DHL Express, UPS, and USPS. You will see all of the international shipping options for your order in the shipping portion of our checkout process. Each shipping option will calculate the exact rate of what it will cost to ship your order based on order weight, volume, and address. If you do not see a specific carrier listed, this means that the shipping option is not available for your order at this time. For international orders, please keep in mind that there may be additional taxes and duties to pay upon the shipment's arrival in your country. Hillyard has no control over the fees you are charged once your order reaches your customs agency or over additional fees charged by carriers. The customer is responsible for paying any fees and taxes charged by customs and carriers.
*All international orders are final. Any order that ships over an ocean or border (including Alaska and Hawaii) are considered international and is a final sale.
How much does international shipping cost?
International shipping costs (including Alaska and Hawaii) will vary depending on the size and weight of your order. The best way to determine your shipping cost is to add the items to your cart and our system will automatically estimate the shipping costs based on your shipping destination. For international orders, please keep in mind that there may be additional taxes and duties to pay upon the shipment's arrival in your country. Hillyard has no control over the fees you are charged once your order reaches your customs agency or over additional fees charged by carriers. The customer is responsible for paying any fees and taxes charged by customs and carriers.
When should I expect my order to ship?
All in-stock items will ship within two business days. Shipping times will vary depending on where you live. Once your order ships, it should arrive within seven business days if you reside in the continental United States. Shipments to Alaska and Hawaii can take up to 10 business days. Please note that UPS does not deliver on weekends and holidays.
International orders will take slightly longer to arrive due to border and customs restrictions, and you can expect your order to show up a few weeks after it leaves our fulfillment center.
The COVID-19 pandemic has significantly affected international shipment transit times. If you have any specific questions about shipment time, we suggest that you directly reach out to the carrier as they will have the most up-to-date information on your shipment.
As your order is processed and prepared for shipment, you will receive an email with the order details and tracking number. If you have any questions, please email our Care Team at firstname.lastname@example.org and be sure to include your order number. Please note that it can take anywhere from 24-48 hours for your tracking number to appear online.
Please note that we don't ship on Saturdays or national holidays. Orders placed on Saturdays and after 11 AM EST on weekdays will not ship until the next business day.
Can I get my order faster?
If you need your order faster than the estimated time at checkout please email our Care Team at email@example.com before placing your order and we’ll do everything we can to expedite it. Please note that additional shipping charges will apply for expedited shipping on US and international orders.
Order and shipping confirmation emails
Once you place your order online, you’ll receive an order confirmation email with the details of your order. When we process and ship your order, please expect a shipping confirmation email that will include your shipping tracking number that you can use to track your order.
Can I change my shipping address?
Please contact our Care Team at firstname.lastname@example.org within one hour of placing your order. We can update your shipping address as long as your order has not yet been shipped.
How do I cancel my order?
Please get in touch with our Care Team at email@example.com within one hour of placing your order, and we can process a cancellation. Unfortunately, cancellations are not guaranteed and can only be made during business hours Sunday through Friday from 10 am - 4 pm EST. Unfortunately, we cannot cancel any order placed on Saturdays. However, if you cannot process a cancellation in time, you may start a return once you receive your order. We offer free returns and exchanges on all first-time purchases.
Where is my order?
You can track your order's shipment status at any time by looking at the tracking information that was emailed to you after placing your order (please note that this email is separate from your order confirmation email and it comes after).
You can also track your order by using our live chat feature. Simply open up a chat on the lower right-hand corner of our site to track your order. Here you will have the option to enter your order number and the email address used to place the order.
Please reach out to our Care Team at firstname.lastname@example.org with any questions and we'll be happy to help.
What carriers do you use?
We ship with UPS, USPS, and DHL Express.
How will my order ship?
Your order will arrive at your doorstep in our branded Hillyard cardboard mailer box (26” x 20” x 3”). We focused on designing packaging that is precise and custom-made for our products - your cowhide rug will fit perfectly in our boxes and deliver you a fresh cowhide rug.
We carefully fold and pack our rugs in our mailer boxes for shipment and rest assured that they will not be damaged in transit. Because our rugs are natural, the fibers are resilient and any creases you see in the rug upon unboxing are only temporary and will flatten out and lay naturally within a few days.
How can I recycle my Hillyard packaging?
At Hillyard, we’re committed to doing our part for the environment. All of our cardboard mailer boxes are fully recyclable and bio-degradable. To recycle your packaging, just drop it in the recycling bin for your local recycling program to collect. If you do not have access to a recycling bin at your residence or office, you can find a recycling facility drop-off location near you here.
What to expect when your cowhide arrives
A few notes on the character of natural cowhide rugs:
• Cowhides have a minimum of one fire brand. This is mandatory in Argentina.
• There may be various markings on the cowhide. These are natural occurrences as the cattle the cowhide originated on grassed freely.
• Cowhides may exhibit some low pile (hair loss) generally in the belly area. This is a natural occurrence.
• Cowhides have a smell similar to that of a leather tannery. This is normal and will dissipate over time.
• Since the cowhides are folded for transportation, they may arrive with some creases. Simply open the hides flat, and these will disappear over time.
Returns & Exchanges
Free returns and exchanges
As part of our 100% Satisfaction Guarantee, we offer free returns and exchanges on all first-time purchases. If you’re not completely satisfied with your purchase, we are happy to accept returns or exchanges within 30 days of delivery. All returns will be refunded to the payment method used during purchase. Free returns and exchanges are limited to first-time customers and only for orders within the continental United States. Existing and international customers are responsible for all shipping costs on any returns or exchanges.
To start a return or exchange, please email our Care Team at email@example.com with your order number within 30 days of your order arrival date (based on your shipping tracking information).
Please let us know your reason for the return or exchange, and we will email you a return shipping label. Once you receive the return label from us, please print it and adhere it to the original box you received your rug in, and ship the order back to us. Please note that the responsibility for safely getting items back to us falls on you. Once we receive and process your return, we will issue a refund or exchange within 24 hours. When sending back a return or exchange, the rug must be in new and undamaged condition and sent back in the original protective packaging to ensure that your return arrives to us safely.
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact our Care Team at firstname.lastname@example.org. If your return is accepted, we’ll send you a return shipping label, as well as for instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return questions at email@example.com.
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders) and returns on sale items or gift cards. Please get in touch if you have questions or concerns about your specific item.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Our cowhides are sustainably sourced from our partner tanneries in Argentina as a by-product of food production.
Free Shipping & Easy Returns
We offer free shipping and returns on all domestic orders.
100% Satisfaction Guarantee
If you're not 100% satisfied with your purchase, we offer a no questions asked 30 day money-back guarantee.