Frequently Asked Questions
Ordering & Shipping
We ship throughout North America, including all 50 U.S. states, Canada, and Mexico. We ship to most other countries as well. We do not currently ship to P.O. boxes.
International Shipping
All duties and taxes for international orders must be paid for by recipient. Custom Request International Orders are charged an initial $150.00 for shipping, plus duties and taxes. All international orders may be subject to additional duties and taxes. Please allow additional time for international orders.
Important Notice: Due to the increase in tariffs, duties and taxes are significantly higher than usual. Our sincere apologies.
Our estimated fulfillment timeline is currently 2-4 weeks, however, it may be a later fulfillment due to unexpected delays with our vendors, i.e. backordered styles. Additionally, shipping times and delivery may vary based on the destination and other factors beyond our control.
We do not allow for returns or exchanges as all orders are custom made. This includes carpet stair treads (sets & singles), landings, runners, and sample orders. We stand behind the quality of all Oak Valley Designs products and understand that there are scenarios outside of the customer’s control that may impact their experience. In the event that you receive a damaged product, please contact our customer care team at info@oakvalleydesigns.com within 7 days of delivery to get the issue resolved. We only accept returns on unused items in brand new condition. Please note, shipping fees and taxes for all orders are non-refundable.
Please note that orders eligible for returns are refunded only after the returned item has been received and verified at our warehouse. Once your return is delivered, please allow 1-3 business days for our team to complete the verification process. After we confirm receipt and inspect the item to ensure it meets our return requirements, your refund will be processed. To ensure a smooth and safe return, please package your item(s) carefully and thoughtfully to avoid being damaged on their journey back to our OVD warehouse. OVD is not responsible for any damage or loss during the transit back to us.
For order cancellations, we should call out this does not apply to sample orders or that there is no guarantee for sample orders.
Ordering sample swatches is the best way to see and feel the carpet in person before committing to a full order. Colors can look different on screens, and textures are hard to judge online. Seeing a swatch in your own lighting helps ensure you’re choosing a color and style you truly love.
Please note: Because all treads are custom made to order, we do not offer returns or exchanges based on color preference—so ordering samples first is highly recommended.
Measuring
In order to collect the proper measurements, please visit our How To Measure page for detailed instructions.
This depends on personal preference. However, 2-4 inches on either side is standard.
Absolutely. Please visit our Custom Orders page. Once we receive your request, someone will be in contact within 3-5 business days.
Care & Maintenance
Installing carpet stair treads is easy. Simply remove the plastic to reveal the adhesive back, align them on the stair, and press firmly in place. For more detail, visit our How To Install page. Our adhesive will stick to majority of floor types, as long as it's free of an oil based cleaner.
Not at all. We use a petroleum based, non-damaging adhesive on the back of our treads and landings that allows you may take them on and off as many times as you’d like.
As long as the glue is free of debris, the glue will continue to stick when removed multiple times. If your adhesive collects dust or pet hair over time, that's completely normal. Simply mix lukewarm water and a little soap to gently clean off the adhesive. Do this again with just water to remove the soap and allow the adhesive to dry. Be sure not to saturate the tread.
To clean a stain or accident on your carpet, you'll need a bucket or large bowl, two cloths, gentle liquid soap, and warm water. Start by blotting the area with a clean cloth or paper towel to absorb as much of the mess as possible if it’s still wet. Next, dip one cloth into the warm soapy water, wring it out, and gently press it onto the stain, patting rather than rubbing to avoid damaging the carpet fibers. Rinse the cloth as needed and continue patting the area until the stain lifts. Once it's removed, use a dry cloth to absorb the remaining soapy water. Then, pat the area with clean water to rinse out any soap residue and blot dry again. Finally, let the area air dry completely, and try to keep it clear of foot traffic until it’s fully dry. Do not saturate your treads as this can lead to carpet warping, color fading, or even trapped moisture. Please visit our How To Clean page.
Creases can happen during shipping—it’s totally normal with carpet products. The good news is they’re not permanent and usually work themselves out over time. To speed up the process, you can:
- Lay the items flat and place heavy books or similar items on the creased spots
- Gently roll the tread in the opposite direction of the crease
- Use a handheld steamer or steam from an iron (but don’t touch the iron directly to the carpet)
- Install the treads—often, securing them in place helps them relax faster
Customer Support
We acknowledge that mistakes happen. If your order is incorrect for any reason, please get in touch with our customer care team within 7 days of delivery at info@oakvalleydesigns.com or call 706-331-0315.
In the event your treads are damaged upon arrival, we will do everything we can to resolve the situation. Please contact our customer care team at info@oakvalleydesigns.com within 7 days of delivery to get the issue resolved.