Purchasing a Rug From Rugman.com: Answers To Some Frequently Asked Questions

How can I buy rugs from Rugman.com?

It's easy and safe to shop at Rugman.com.

• Shop online via our website; we use state of the art technology to protect your personal information.
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• Contact our Call Center at 1-877-784-6261. One of our Customer Service Representatives will answer all of your questions and will be glad to place your order. The Call Center's hours of operation are:
  Mon. - Fri.: 9:00 a.m. - 9:00 p.m. EST
  Sat. - Sun.: 10:30 a.m. - 4:00 p.m. EST

How long does shipping take?

• Most orders are shipped via FedEx Basic Ground within the US and Canada and usually arrive within a few days of placing your order. Custom order rugs also ship within a few days; however, these orders take 3-5 days to process before they are shipped out.

How much will I have to pay for shipping?

• Nothing, if your order is being shipped within the U.S. and Canada Rugman.com will cover the cost of Basic Ground shipping.

What shipping options are available to me as a Rugman.com customer?

• Rugman.com uses FedEx as its primary source of transport. Products which are shipped from our own warehouse are offered with Basic Ground shipping, Express Ground shipping, Second Day Air, or Next Day Air shipments. Special delivery options apply to products that are shipped to directly from a manufacturer.
• Only orders shipped via Basic Ground shipping qualify for free shipping within U.S. and Canada.

Do I need to be at home to accept my delivery when it arrives?

• No, unless you specially request that a signature be obtained upon delivery, you don’t need to be at home. However, if you require a signature you must be there to accept the package. If delivery to your home is inconvenient, you may opt to redirect the package to your work address with a signature required. If you do choose to have your rug shipment sent to your place of business, please make sure to complete the Company Name field when checking out.

Do you ship to APO/PO Boxes?

• We regret that at this time we are unable to ship our products to APO or PO Box addresses.

Can I track my order? How?

• After you have placed your order, you will receive a confirmation email from Rugman.com. Once the order has been shipped, we will contact you again with the necessary shipping/tracking information. You may use that information to login at the FedEx website to track your shipment by confirmation number.
• Alternatively, you may login at Rugman.com to check the status of your order. From the homepage of the site, select My Account at the top of any page and enter your email address and password. A selection of options will be presented; click on My Order History to track your order.

How is my rug packaged for safe shipment?

• Your rug is tightly and carefully wrapped to protect it during its journey from Rugman.com to your door. Don’t be fooled by its small package size, your rug has been packed by experts! Following a thorough wash and dry process, our rugs are folded up as small as possible before being rolled up tightly for safe packaging and shipment.

What happens if my rug is damaged or lost while in transit to me? Who is responsible?

• Rugman.com's Persian rugs and Oriental rugs are well-packed and our relationship with our transport provider is long-standing and based on trust. Damage and/or loss during shipping are rare occurrences. Nevertheless, Rugman.com takes full care to ensure that our customers are inconvenienced as little as possible under such circumstances. Full insurance coverage has been provided by Rugman.com in order to cover the cost of damage or loss in the rare cases that do occur.

What if I don't like the product after I receive it?

• Persian rugs must be returned within 180 days of delivery. All other items, Oriental rugs and rug accessories, must be returned within 30 days of delivery. Rug care items (e.g. cleaning lotion) and rug pads are subject to a 25% restocking fee.
• If a returned item is covered by a payment plan and not yet paid in full, it will be subject to a Payment Plan Adjustment Fee in the amount of 10% of the item price (max $100 per item). Merchandise must be returned in its original packaging or equivalent
• All rugs that have an additional discount of 40% off or more are final sale items. They may be exchanged for items of similar value. No refunds accepted
• IMPORTANT: Please email ( info@rugman.com) or call us (1-877-784-6261) before you ship any items back to us. We will give you specific instructions about how to return your items. You may need to obtain an RMA number from Rugman.com client services prior to shipping. Please note that clients are responsible for return shipping.

How can I be sure that both my credit card number and personal financial information is kept safe when making a payment to Rugman.com?

• Our secure server software is the best available for secure commerce transactions. All information transmitted is first encrypted using a 128-bit SSL (Secure Socket Layer). This is industry standard and offers the highest level of encryption possible, meaning that all communications between your web browser and our site's servers are always private and secure. We constantly monitor our website using the latest security tools to ensure that your shopping experience will be safe and worry free.

How can I tell if it's in Secure Mode?

• Standard, unsecured URL address begins "http://". When you enter a secure mode, the beginning of the URL address will change to "https://"; the "s" stands for secure. Most browsers in secure mode also display a blue line along the top of the browser window. Your browser will display a padlock symbol at the bottom of the browser window when the browser is in secure mode. The padlock will be open in the standard mode and closed in the secure one.

How does your pricing work?

• At Rugman.com, we purchase our rugs directly from the source and do away with the middleman, significantly lowering the final price of each of our rugs.

What methods of payment does Rugman.com accept?

• Rugman.com accepts a wide variety of secure payment methods including: Visa, MasterCard, American Express, Diner's Club, Discover, PayPal, International Money Orders in US Dollars and corporate checks.

Do you offer a payment plan?

• Every purchase of $800 and over qualifies for our easy payment plan. The cost of your order will be spread out over three convenient payments. View more information on the payment plan.

How do I save a rug that I have viewed?

• A Wish list is a great way to save rugs to look at later or to email to family and friends. Click the Add to Wishlist button located in the center column of the Rug Details page to create your own rug list.
• To see your selections, click on the Wishlist button of any page. There is an easy to use comment section and you can email your list to a friend or family member. Your selections will remain in your Wishlist until the rugs are sold. You do not have to register with us to enjoy this useful feature, however it's recommended to register to access your wishlist from any computer.

What are custom pieces?

• Our custom pieces are rugs that are held in an overseas location. Once your order is placed, Rugman.com will confirm your order within 3 business days. Upon confirmation this rug will be delivered within 2 to 4 weeks.

How do I view my orders?

• From the homepage of the site, select My Account at the top of any page and enter your email address and password. A selection of options will be presented; click on My Order History to track your order.

How will I be contacted if I don’t have an email address?

• You do not need an email address to order a Persian rug or an Oriental rug from us. Once your order is placed, either online or by telephone, one of our Customer Service Representatives will call you to confirm your order details and to provide you with any information that you might need.

How do I maintain my rug?

• See the Rug Maintenance Guide for rug care instructions

How do I choose professional carpet cleaning services?

• All rugs should be professionally cleaned using the steam extraction method.
• Be sure your cleaner knows how to clean your particular type of rug. Cleaning a hand-made Persian rug or a hand-made Oriental rug is very different from cleaning wall-to-wall carpet!
• Inspect the rug with the cleaner. Note existing stains and damage before it is cleaned.
• Get a signed receipt for the work to be done and a guarantee, if possible, that it will be done.
• Make sure the cleaner can afford an insurance claim should something go wrong.

What is the pile of the rug? What is it made of?

• See the Rug Terminology for an explanation of the rug pile.

What is the Foundation of the rug? What is made of?

• See the Rug Terminology for a full explanation of a rug's foundation.

What is Fringe?

• See the Rug Terminology for an explanation of a rug's fringe.

How do I determine the age of a rug?

• The approximate age of each Persian rug and Oriental rug is stated in its description. Generally, rugs are placed into categories including new, semi-antique and antique. The older pieces are usually higher in retail value. For more information see the Rug FAQ.

What do you mean by the age of rug? Is the rug used?

• The age attribute specifies how old a rug is. There are six major categories or Persian rugs and Oriental rugs:
  • New (0-10 years)
  • Mature (10-20- years)
  • Aged (20-30 years)
  • Vintage (30-40 years)
  • Semi-antique (40-50 years)
  • Antique (over 50 years).
• Since many of our rugs are older, we are unable to give provide a complete history of their lifecycle. Rugman.com guarantees that all of our rugs are inspected by trained inspectors and are professionally cleaned prior to export.