I ordered a 9x12 wool rug that arrived folded and wrapped very tightly. Upon arrival my immediate concern was it flattening out after being folded tightly for shipping. I unwrapped and left it for days and it never flattened. I contacted customer service and they were willing to take the rug back. I was thankful however had to find a new way to wrap this giant rug back up. All the original plastic it was wrapped in of course was cut off to open it up. UPS came to pick it up and I received a refund. Customer service said this never happens however I knew upon arrival it was going to be an issue. They said they have to fold rugs for less expensive shipping.