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Questions and Answers
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Placing an Order
Q: Is placing an order on your website secure?
A: Absolutely! We do take the security of sensitive information seriously that is why our site uses 128-bit encryption technology.
Q: What Payment options do I have?
A: Currently we use the PayPal powered secure payment system. If you have a PayPal account you can use it to pay for the ordered items. If you don’t have a PayPal account one you can still securely submit a payment using any major Credit Card.
Q: What happens after I place an order?
A: Once you place your order we will check the items’ availability. Once the availability is confirmed we will e-mail you the estimated shipment date. Once your item is shipped we will e-mail you the tracking number so you can track your order.
Q: What if the item I ordered is not available?
A: If the availability of the item you ordered is not confirmed then you have two options: choose another rug or request a full refund.
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Shipping and Handling
Q: How long does it take for an order to be shipped?
A: We do strive to provide the quickest service possible however sometimes it might take up to 10 business days before we ship the order. It is due to the fact that at the time of your order the desired rug you is not available in our US based warehouse and we have to ship it from overseas. Once you place the order we will promptly inform you if that is the case.
Q: What shipping options do I have?
A: All our orders are shipped using FedEx or DHL ground service free of charge to any location to Continental US. For Hawaii, Alaska and Puerto Rico rates please check our shipping rates here.
Q: How long does the shipping take?
A: It usually takes up to 5 business days for you to receive the order once it has been shipped. You can get a more accurate estimation from the shipper once you get the tracking number.
Q: Is the shipment covered by insurance?
A: Yes! All the rug orders we ship are covered by insurance.
Q: Can I track my order?
A: Yes. Once the item is shipped we will e-mail you the shipping/tracking information. You can track you order by visiting the courier’s website.
Q: How is my order packaged?
A: The rug you order will be carefully inspected before it’s packed. Then it will be tightly rolled and packaged to ensure no damages during shipping.
Q: What happens if my package is damaged or lost?
A: Since we use respectable couriers the chance of the package to be lost or damaged is very slim. However if it happens we will make sure that you are inconvenienced as little as possible.
Q: What if the rug I receive has folds and creases?
A: It is absolutely normal for a rug to have folds after being tightly packaged. In order to get rid of them unfold the rug and lay it flat. Regular traffic will get rid of the creases even faster.
Q: Do you ship to PO Boxes?
A: Unfortunately we are unable to ship to PO Boxes at this time.
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Returns and Exchanges
Q: What if I don’t like the rug and want to exchange it?
A: If you do not like the rug you got and would like to choose another you can surely do so. Please check our exchange policy here for detailed instructions.
Q: What if I don’t like the rug and want a refund?
A: You have 30 days from the day we ship the rug to change your mind and request a refund. Please check out return policy here for detailed instructions.
Q: Is there a restocking fee?
A: Unfortunately in order to keep our prices and expenses low we are charging a 5% restocking at this time.
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Questions about the Rugs
Q: How can I be sure about the quality?
A: In order to ensure your satisfaction we offer a unique opportunity for you to experience the quality of our rugs at a fraction of the price. For just 5$ you can order a swatch and touch and get a feel of our rugs.
Q: How do I take care of my rug?
A: Due to a unique combination of wool and polyamide our rugs are very easy to take care of. Just vacuum clean them regularly and take to for cleaning every 5 years and you will be guaranteed a beautiful rug for decades.
Q: What if the rug I receive has creases?
A: It is absolutely normal for a rug to have folds after being tightly packaged. In order to get rid of them unfold the rug and lay it flat. Regular traffic will get rid of the creases even faster.
Q: What is the pile of rug?
A: The pile of the rug is the fibers from which the rug is woven. The pile of our rugs is an optimal combination of 80% wool and 20% polyamide for extended durability.
Q: What is the pile height?
A: The pile height is determined by the length fibers after they are trimmed. It also determined the touch and feel of the rug. Our rugs boast a pile 0.2 inches long.
Q: What is the rug pile density?
A: The rug density is the number of fibers per a square foot (meter). A thicker and longer pile creates a warmer touch and a softer feel of the rug. Our rugs have a density of 50,000 point per square foot.
Q: What is the base of the rug?
A: The backbone of the rug is considered the base. Our rugs have a cotton with polyester yarn for increased durability.
Q: Why not 100% wool?
A: After many experiments it was determined that a combination of wool fibers with polyamide makes a rug more durable. That is why our rugs are guaranteed to serve you up to 60 years. It also allows it to better keep its look as a result of the fact that it is more resistant to soiling.
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