FREQUENTLY ASKED QUESTIONS
All in stock items ship within 24 hours
(qualifying orders must be placed prior to 5pm EST).
We offer free UPS ground shipping on all Domestic US orders.
In-home white glove delivery services are available upon request in the tri state area.
Services are provided by third party logistics companies (pricing estimates available upon request).
For international shipping, please inquire with our customer service team at email@example.com.
Modern Rug Importers top priority is customer satisfaction!
We understand buying something as unique and special as a rug online, can be difficult.
If you are not completely satisfied with your purchase we will gladly accept a return up to 14 days after the delivery, via UPS. A prepaid return label will be supplied to you (Continental United States Only) to cover your first rug return.
The rug must be in the original condition, unused, and repackaged to the best of your ability. If you require additional packaging materials we would be happy to send them to you!
Modern Rug Importers reserves the right to refuse returns or exchanges of any items that are not in the original condition due to damage or misuse.
After the rug is inspected and approved for a refund, we will issue a credit for the full purchase price, minus return shipping (for orders including multiple returns).
Refunds are processed back to the original payment method only. Please allow approximately 15-30 business days for the refund to be processed.
Alaska, Hawaii, Puerto Rico, and International Orders:
Unfortunately, we are unable to offer a free return service.
Customers are responsible for the return shipping charge and all customs/duty fees.
Any rugs after 14 days of delivery are Final Sale (or exchangeable only).
Custom and closeout items are final sale.
How can I check the status of my order?
Please contact us at firstname.lastname@example.org for any questions in regards to your current or past order
I did not receive my email confirmation?
Unfortunately sometimes these automated emails are diverted to the spam/junk folder of the inbox, if you check your spam folder and still can not find your order confirmation please reach out to our customer service team at email@example.com
How long will it take for my order to arrive?
The length of delivery varies based on your shipping address. Orders processed will typically take 5-7 business days to arrive.
Overseas deliveries can take anywhere from 7-16 days based on the shipping menthod seleceted at checkout.
Delivery details will be provided in your confirmation email.
What shipping carriers do you use?
We ship all of our rugs via UPS ground shipping.
Expedited shipping options are available to select at checkout for an additional cost (rate calculated by UPS).
Can I place a custom order?
Many of our styles are unique and one of a kind, however, most of our designs can be ordered in a custom size.
Please keep in mind that all custom orders are final sale and require a 50% non-refundable deposit.
If you are interested in having a rug custom made please contact customer service at firstname.lastname@example.org for a quote or additional information.
If an item is not in stock, can I place a pre-order?
Yes, we would be more than happy to accept a preorder for an item that is backordered or currently
Payment in full, is required for all preorders. You may cancel your order at anytime prior to your rug being shipped. You can cancel by contacting customer service at email@example.com.
How are your rugs made?
The majority of our rugs are made over a period of months, designed and hand knotted by skilled artisans and weavers who have been designing and hand creating these designs using techniques that are centuries old.
All of our one of a kind rugs are hand knotted.
What type of materials do you use?
We try to use all natural organic vegetable dyes whenever available.
We use a very high quality Zew Zealand wool, and bamboo silk, as well as environmentally friendly recyclable area rugs.
For more information on a specific rug makeup please inquire with our customer service team at firstname.lastname@example.org.
Will my carpet shed?
We try to eliminate as much shedding as possible by using a very high quality of wool, but yes some initial shedding should be expected, however, will subside. Please reference our rug care guide for more information.
Do you offer rug swatches?
Unfortunately, at this time we do not provide samples of our one of a kind rugs.
The majority of our inventory is compiled of unique handmade/knotted designs, and in order to provide samples this would mean we would need to physically cut up one of the rugs.
Q. What is the difference between a carpet and a rug?
While the two terms are frequently used interchangeably, they are quite different. For example, a rug is a simple floor covering that does not extend to an entire room like a carpet can. Plus, it is not secured to the floor. A carpet on the other hand is stretches from wall to wall and can also cover an entire floor. It is often attached with tacking strips and glue so that it remains in place and doesn’t become a trip hazard.
Q: How often should I have my rugs and carpets cleaned?
That depends on your home or any area where the carpet or rug is inresiding. For example, a carpet or rug that is placed in an area of your home that gets a lot of traffic from kids, pets, and other family members naturally needs to be cleaned more often. On average, we recommend that you send your rugs and carpets for a cleaning every six months or once a year.
Q. What should I do to prepare for carpet cleaning?
While we don’t want our clients to lift a finger, we do recommend some light vacuuming before you bring in your carpets or rugs for cleaning. Also let us knowinform us of any certain spots of concern and we will make sure to give them special treatment.
Q. How do you make rugs?
Our rugs are pieces of art and most of them take a period offew months to complete. That’s because they are hand knotted and designed meticulously, prior to being shipped. They use weaving and hand knotting techniques that are centuries old and, which take time to perfect. Plus, we only use all natural vegetable dyes whenever they are available along with recyclable New Zealand silk and bamboo silk. It is one of the main reasons why Modern Rug Importers are the best rug store.
Q. How can I check the status of my order?
Please get in touch with us by email at email@example.com for any queries you may have regarding your orders. We may have already sent you aYou might have already received a confirmation email. If you did not receive it, please check your Spam folder and if you still cannot find it, please do not hesitate to reach out to our customer service team.
Q. When will my order arrive?
Whether you ordered Persian rugs on sale, a traditional Oriental rug or any other options we offer, the delivery date will depend on your shipping address, but orders usually take no more than 5 to 7 business days to arrive. If you live overseas, this can extend to a week orto two week based depending on the shipping method you have chosen. You can check out the delivery details in your confirmation email.
Q. Which shipping carriers do you use?
We use UPS ground shipping to deliver all of our rugs and carpets. Orders that need to be expedited are done so via special shipping options for an additional cost which is calculated by UPS.
Any Additional Questions?
You can contact us at firstname.lastname@example.org.