Frequently Asked Questions
Also see Ordering Info
What is the cost of shipping?
Shipping is free for all addresses within the Continental U.S. (other areas will be charged standard UPS rates). If you need to return a rug, you are only responsible for the return-shipping expense.
Can I try a rug before buying?Yes! Since we do not have samples or swatches of our rugs, we encourage you to order the smallest size available (often a 2 x 3) to view the colors and make sure it will work for you. Then, once you've made a decision, you can return the small one and order the correct size. To return a trial rug, please reference our return instructions.
What if I don't love my rug?If your order doesn't meet your expectations for any reason, return it for a full refund within 30 days of purchase. We want to help you find rugs you love, and your satisfaction is guaranteed. We do not have re-stocking fees or hidden charges. If you need to return a rug, you are only responsible for the return-shipping expense. To return a rug, please reference our return instructions.
When am I charged?When paying by credit or debit card, we only charge when a rug is being prepared for immediate shipping. When you order a rug on our website, we authorize the funds from your credit or debit card only, rather than charging for your order. This holds the payment temporarily (usually about 7 days), but does not charge your payment method. In the event that your rug is unavailable for immediate shipping, we will let you know as soon as possible to discuss date of availability. If you decide to order an unavailable rug to be made just for you, or in a particular size, we charge full payment upfront at time of the order. Please note, if paying by Paypal, you will be charged in full at the time of the order.
Are the colors on the website true to the colors of the rugs?We spend a great deal of time ensuring that our rugs are shown to you as accurately as possible. Please keep in mind that the color calibration of computer monitors and browsers can vary slightly.
Can you suggest a rug to go with the colors and decor of a room?Feel free to mail us pictures, fabrics, wallpaper, or paint chips, or email us photos, which can be very helpful to us in deciding which rugs to suggest. Or perhaps you're starting with the rug, which is ideal as a starting place from which to pull fabrics and paint colors. We provide free consultation to help you find the perfect rug for your space. In addition, if you email us a picture we can mock up a 'style frame' to show you what the rug might look like in your space.
Do you carry rug pads?
Yes, we sell different types of rug pad for rugs on hard surfaces as well as rugs over wall-to-wall carpeting. We carry these on rolls and will cut your pad for the perfect fit. Visit our rug pad section to find the perfect pad for your rug and particular floor surface.
Do you offer rug cleaning?We can refer you to an expert rug-washing service, which is the recommended method for cleaning any good, wool rug. We are also able to advise you on preparing the rug for shipping out of your area (see related article: How to ship a rug). Your rugs will come back to you feeling soft, colors brightened, and clean. Feel free to send us a note. For information about day-to-day care for your rugs, please reference our blog article How To Care For A Handmade Rug.
Do you offer rug repairs?We will refer you to an expert in rug repair. Please send us a note or call to discuss the problem. Additionally, you can email us a photo of your rug, highlighting the areas that need repair. We will give you a cost estimate and time frame. As many areas of the country might not have experts who know how to repair handmade rugs, and we can also advise you on how to prepare your rug for shipping (see our article: "How to ship a rug").
What are your business hours?We are available from 9 am to 5 pm Monday through Saturday. We can be reached at 877-817-0246, or you can send us a note. If we are not available to answer the phone, please leave us a message. We are usually able to return calls and answer notes within 48 hours.
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