What general information should I keep in mind regarding my new carpet?
Our carpets are either rolled up or folded upon delivery and can be directly used after the arrival of the packet. Possible folding or lines on the surface of the carpet will disappear with time. In the beginning, it is normal for the new carpets to shed some fibers. The excess wool gets unhinged through the use of the carpet, this is absolutely normal and no reason for concern. Repeated vacuuming usually stops this process. If you have bought a thinner carpet, it is advisable to buy an anti-slip pad beneath, so that your carpet doesn’t get out of place.
Do you have a showroom or a shop where I can view the carpets before buying?
We are an online shop and our entire carpet selection is pictured online. We reproduce all products as faithfully as possible to show you the colours and quality in the best possible way.
How does the ordering process work with RugOnline?
When you have found a suitable carpet in our online shop, you can add it directly on the product detail page via the “Add to shopping cart” button (put it in the virtual shopping cart). Your view will now automatically change to your shopping cart and show you the selected product. You can now look for more carpets via the “Back to shop” button or carry out the next step of your order via “Continue to order”.
In the next step, please enter your shipping address and contact details. Afterwards, please click on the “Continue” button and follow the instructions listed in the further order process. You will receive all order details directly by e-mail after completing the order.
Can I cancel or change an order?
Yes, there is an option to cancel an order as long as we haven’t started preparing your order for shipment.
Because we strive for fast deliveries, this process usually begins after your order has been registered. Therefore we cannot guarantee that we can cancel your order, we will of course do everything we can to help you.
You can add and remove items from your shopping cart if you have not yet completed your order at checkout. If you wish to cancel an order that has already been placed, please contact us either by telephone at (249) 286-2070 or by email at support@rugonline.ca.
We will then take your order back.
Which methods of payment does RugOnline accept?
We accept a number of payment methods. We offer the following payment methods: Credit Card, PayPal, and bank transfer. More information regarding the different methods of payment can be found here.
How much are the shipping costs?
Within the Canada, we offer free delivery and free return shipping. Above a certain order value, free shipping also applies to countries outside the CA. The shipping costs for your carpet are automatically displayed in the shopping cart after you have entered your country.
How long does the delivery of a carpet take?
Delivery within the CA and USA usually takes 1 to 7 working days. Outside the Canada, it may take longer.
Is the return free of charge for me?
A return shipment ordered via RugOnline is free of charge for customers within the Canada. You will receive all information and a return shipping label by email.
Information on return shipping costs for other countries outside the Canada can be found here.
What are the properties of an oriental carpet?
An oriental carpet generally consists of warp, filling and pile. The warp and the filling form the supporting canvas, whereas the pile creates the patterns of the carpet. Depending on the type of the carpet and its heritage, the base material differs. The supporting unit, the warp and the filling are often made out of cotton, whereas the pile is made out of high quality sheep’s wool or silk. A pure silk carpet is made solely out of silk fibres. The warp threads are arranged longitudinal to the carpet and mostly end in a fringe at the edge of the carpet. The filling threads run crossways to the warp threads. The pile develops, where the two threads meet, through tied in knots, which produce the visual surface of the carpet.
How true to original are the pictures and the information regarding the carpets?
All the information displayed about our carpets in our online store is made to the best of our knowledge. We have carefully measured all carpets, so there should only be small aberrations, if any, when it comes to the size of the carpets. The weight of the carpet has also been measured, using a special suspended scale. The information regarding the density of knots is based on an estimated value. The pictures have been taken at our headquarters with an SLR camera and are very accurate regarding the colours and the detailing of the carpets. Depending on the pile direction the colours of the carpet appear a little darker or lighter at times. The settings of your computer screen, such as brightness and contrast could also tamper with the real colouring of the carpets.
What are the most important criteria to evaluate the worth of a carpet?
Usually, the difference in price between two similar carpets is being distinguished by the difference in knot density. The density of knots is being specified in knots per square meter. But the knot density isn’t the only criterion taken into account when it comes to the worth of an oriental carpet. The material and the quality of the material used in the manufacturing of the carpet are also important. The worth of a silk carpet, for example, depends on the real content of silk. Other important criteria are the handling of the carpet and the beauty of the handcrafted patterns. To estimate the worth of a carpet a lot of different information has to be taken into account.
How do I determine the estimate number of knots per square meters, when it comes to my carpet?
If you want to calculate the number of knots per square meter for an oriental carpet, you are best advised to choose a spot on the back side of the carpet and start counting the knots on a 1 cm long line, both vertically and horizontally. Multiply both numbers with each other and you will receive the estimate number of knots per square centimetre To get an information about the number of knots per square meter you must multiply this number with 10.000. If you want a more accurate number, count the knots on a line of 10 cm and do as advised above. In this case the number of knots only needs to be multiply by a hundred to get the amount of knots per square meter.
My carpet has small irregularities. Do I have to be worried about its quality?
You do not need to be concerned when it comes to the quality of your carpet. Small irregularities are normal with original and hand-made carpets. Most of our carpets have not been manufactured by machinery and therefore they might show small variations. Differences in the length of the fringe, a slightly contorted shape or a difference in the colour design aren’t a rarity with hand made carpets. These small “flaws” don’t diminish the worth of your carpet in any way; they only show that you have purchased a unique original.
Are the fringes included in the dimensions of the carpet?
No. The specified measurements do not include the fringes. The length refers exclusively to the carpet itself.
Can the carpet be used with underfloor heating?
Yes. All the carpets we offer are suitable for floors with underfloor heating. Of course, the heating should be operated in normal temperature ranges.
How is the age of a carpet defined?
Our newly produced carpets are classified as New. If a carpet is not newly produced, there is a good chance that it has had a previous owner. However, the rugs are all cleaned and inspected for defects before we put them on the website.
50-100 years and older If a carpet is marked with an age between 50 and 100 years, it means that it is an antique carpet. These are considered very valuable as they are very rare carpets.
My carpet is linting, what should I do?
It is perfectly normal for a new carpet to lint, and this will always occur to some degree. This is excess material that gets stuck in the carpet after cutting and is gradually released. This should stop in a few months with normal use and vacuuming.
How do I clean my carpet?
The care instructions for the carpet vary depending on the material. We always recommend that you contact a professional carpet cleaner instead of trying to wash the carpet yourself.
Is this size / colour in stock?
We have unique rugs, each one is unique. Try our search filter to find suitable alternatives. Our customer service will also be happy to help you find a rug that suits your needs.
What happens with my personal data and what is it being used for?
Your data is being safely stored by RugOnline and not being transferred to unauthorized third parties or misused for advertising purposes. Excluded from this is our newsletter, which will only be sent to you by previous agreement.
We only need your login-data for a smooth handling of your order, delivery and for possible further inquiries.
Personal date will only be transferred to the service providers responsible for logistics and finances in connection to your delivery or payment, using the most modern coding technique.
Is my data safe with RugOnline?
We use the latest security standards for our online shop at all times so that your data is particularly safe with us. We use the SSL (Secure Socket Layer) security standard for data transfers, which protects your personal data from access by unauthorized third parties at all times. This procedure is also used by major financial service providers. Credit card data is protected at RugOnline via 3D Secure technology.
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