FAQ’s

Frequently Asked Questions


General

What kind of backing do the rugs have?

Each rug comes with a standard canvas or cotton backing.

Will I receive the hair on hide rug I see in the photo?

No, each rug is made to order. Typical lead time is approximately 6 to 8 weeks from when the order is approved and sent to production.

Do you have any rugs in stock for quick ship?

From time to time we do have rugs in stock that are available for Quick Ship. These rugs will be under the ‘SALE’ tab and will take 10-12 business days to receive once the order is placed and payment received.

I need a different size or color than what I can select, can I order a custom rug?

Yes, we do all shapes, sizes, color combinations, and patterns. Contact our customer care for all custom orders at 1.336.398.2790. Custom orders are not processed or quoted through our online store.

Orders, Returns and Exchanges

What if I need to return an item?

If you are not fully satisfied with your purchase please call our customer care department at 336.398.2790 within 7 days of delivery. Typically to return an item you will be charged a 20% re-stocking fee. All you need to do is ship the item back to us. Return credits are issued within 3-5 business days once the item is received and inspected. Please note, if you return an item the return shipping costs will be deducted from your total refund amount.

What if my product arrives damaged?

If your item arrived damaged or defective, we are happy to arrange for a prompt replacement. Additional lead times may apply. Please contact our customer care department at 336.398.2790 within 7 days of delivery.

Shipping

Will I receive tracking information?

Yes, after each order is placed a confirmation email will be sent to you. Once your rug has shipped from our warehouse you will receive another email with tracking information. You may also log into your account for updates on your order.

When will my product ship?

Each rug is made to order and will require a 6-8 week lead time.

What shipping method do you use?

We currently use FedEx as our preferred shipping method.

Cleaning and Care

Can I put my rug in the washing machine?

No, do not place your hair on hide rug in the washing machine. We recommend vacuum and spot cleaning with water using soft cloth or sponge. For a more thorough cleaning, rugs can be cleaned at most local Dry cleaners.

Can I vacuum my hair on hide rug?

Yes, all hair on hide rugs are durable and able to be vacuumed with most household vacuums. Be sure to use the carpet setting. Vacuum as needed or shake outside to remove dirt and dust.

Can I steam my rug to get wrinkles or creases out?

No, excess moisture can ruin your rug. Avoid steam cleaners and the washing machine. We recommend laying the rug on a clean flat surface and leaving for 24-48 hours to allow all the wrinkles and creases to fall out. Using heavy objects to weigh down the rug may speed up the process but be careful not to use objects that may cause indentations or harm to the rug. It may take a few weeks for the rug to fully relax.

Privacy Policy

This page informs you of our policies regarding the collection, use and disclosure of Personal Information when you use our service. For our full privacy policy please see the attached PDF link.

Privacy Policy July 2016