- Care and Maintenance
- Company Policy
- Return Policy
- Lowest Price Gurantee
- Shipping & Delivery
Care and Maintenance
We recommend that your natural fiber rugs be thoroughly cleaned every six months or once a year, depending on the amount of traffic.
Use vacuum cleaners with suction and brushing capabilities. Upright or canister type cleaners can both be used. Vacuum from various directions making several passes over an area several times to achieve best results. Pay extra attention to heavy traffic areas, which require more frequent cleaning to reduce dirt build-up and prolong the beauty and life of the carpet.
For Shag Rugs and Wool Rugs, You should vacuum your carpet regularly using an upright vacuum cleaner having a beater-bar action (but no teeth or combs). For everyday cleaning, simply shake the rug to remove loose dirt and fluff pile.
Always refer to care tags attached to your rugs for specific instructions.
Dealing with spills and stains
Spills require immediate attention. Liquids should be blotted with a clean undyed cloth, which is to be pressed firmly all around for maximum absorption. Solid materials on the other hand, should be scraped out using a spoon or spatula. Moisten cloth with appropriate cleaning agent (depending on the type of stain). Wipe affected areas gently working from the outside towards the center. Cloth must be turned frequently and kept clean. Never saturate carpet with water. This process must be repeated until spot is removed. Dry carpet by weighing down absorbent tissues or cloth, then circulate with a fan or hair dryer.
- Spot cleaning - dissolve a small amount of mild detergent (such as those used for hand-washed garments) or household solvent in water
- Use as little cleaner as possible to avoid saturation, which can cause damage to the carpet
- Certain stains with color may take more effort to remove. Stains from ink, lipstick, paint, or shoe polish may be impossible to remove.
- Should you find it too difficult to remove a stain, consult professional carpet cleaner
Periodically rotate your rug every six months to alter the traffic pattern on your rug's surface. Never utilize hot water extraction or wet shampooing procedures which can cause shrinkage or staining of natural fiber. For thorough cleaning, always consult an experienced professional cleaner who deals with Natural Fiber Floor covering.
With proper care and maintenance, Natural Floor Coverings should last for years. Keep in mind, however, that natural fibers might not be suitable for certain conditions or situations. Also, the responsibility for cleaning and maintaining lies with those who perform the task. These cleaning and maintenance guidelines provide a practical guideline to keeping the floor covering looking its best. No warranty is expressed or implied.
We see to it that all our products are shipped free of defects. For claims, we'd like to assure you that we do everything within our capacity to resolve your claim in a timely manner. We are committed to providing quality products and service and will correct any error promptly.
Note: It is the responsibility of the customer to thoroughly inspect the goods and verify that they have received the correct merchandise (style, color, size) without any visual defects. Upon arrival, orders should be inspected immediately for damage. Packages are to be unwrapped and unrolled to detect concealed freight or carrier damage.
Defective products requiring replacement must be reported to our office within 7 days and before any cutting or installation has taken place. Defects caused by improper installation or maintenance will not be honored. Please take note that color of rug purchased may differ from your samples or the pictures on our website, due to natural changes occurring during seasonal growing conditions that can result in color variations.
If you are not completely satisfied with your purchase, you may send the rug back within 15 business days of receipt. Sale items, sisal remnants, custom-sized and custom-bound rugs are non-returnable. We recommend that you do not throw out packaging and/or order number information until you are sure of your complete satisfaction with your product.
For returns, contact our Customer Service Department at customerservice@NaturalHomeRugs.com to receive a Return Authorization number, which we require before returning merchandise. We shall not accept shipments without the said Return Authorization number. Please write the Return Authorization # with black marker on the package. The customer is expected to shoulder the cost to ship back a rug to our warehouse. All items for return must be properly wrapped and securely taped to prevent any damage. Failure to do so may cause you to receive less than full credit. Refunds will only be issued to rugs that we receive in perfect condition. Returned items must be unused and in the original packaging. Without exception, used items are NOT returnable, exchangeable or refundable. Any item(s) that comes back to us in a condition that cannot be resold as new is considered USED. NO REFUND OR EXCHANGE FOR USED ITEM. Do not fold or use tape on the surface or backing of the rug.
If the customer refused the shipment, it is the customer's responsibility to pay for the return shipping.
Please Note: We do not accept returns or exchanges for sale items, sisal remnants, custom-sized rugs, custom binding or made-to-order rugs. Rugs which are purchased with options to choose from any of our 14 color bindings are considered custom-orders as well. All sales are therefore considered final. We recommend that you order samples of our rugs and binding before placing your order. Carefully measure the area where you intend to lay out your rug to assure that you come up with the correct dimensions.
Please note that prices, products and options are subject to change without notice. Tax will be charged to all orders shipped within California. No sales tax is collected for any orders shipped outside of California.
Natural Home Rugs respects your privacy. You can be assured that any information you have provided will not be disseminated to other parties, aside from Yahoo! during order processing. We may periodically send newsletters via email upon request. Should you wish not to receive such messages, just notify us via email and we will delete your information from our client service mail list.
NaturalHomeRugs.com guarantees the lowest prices nationwide! If you should find a rug for a lower price from a competitor, an online store, or a catalog for the same quality rug we carry, we will match it by 100%. We will do this even if it is a promotional offer, in appreciation of your bringing it to our attention.
To receive this refund, prior to placing an order, fax us the catalog page or newspaper clipping where you saw the merchandise advertised. If you saw the item on the web, simply email us at Customer Service with the address of the web page. Once you have done this we will submit a reply within the next 24 hours.
We include a 15 day satisfaction guarantee for Natural Home Rugs, which starts from the time you receive your order. You will be responsible for the shipping charges to return the product to our company and the costs of shipping products to you.
We pride ourselves with having the lowest prices ever. In the unlikely event that a local competitor, catalog, or online web site advertises the same exact rug for less, we will match the price by 100% when you place your order. All that we ask is for a reasonable proof of the offer. Email it back to us at Customer Service
Shipping & Delivery
We offer Free Shipping to Continental USA. We ship out most orders from our Los Angeles Warehouse via Fedex or UPS within 1-2 business days. However, custom-made rugs, which require longer lead-time, can take between 3-7 business days for production. A customer service representative will contact you should there be any changes to the estimated time frame specified above.
Please note that items ordered together may not arrive in the same package. Large items will be shipped via freight carriers. You may need help in bringing it inside the house or office. In anticipation of your delivery, we advise you that there should be someone present to receive the rugs and help the driver unload the carpet.
If you require Inside Delivery (bringing the item inside your house) or an unusual delivery method, such as the need to carry products up many flights of stairs, the freight carrier may add surcharges to your order. These services are considered by the shipping company as an additional handling charge distinct from the regular freight services.
Once a product has been delivered to the address provided, it becomes the customer's sole responsibility to ensure the item(s) arrive at the final destination. We urge you to thoroughly check the materials/carpets for any visible damage before signing off any paperwork. Damages must be reported to us ASAP or you can do this by simply refusing shipment.
We don't ship to Army Post Office (APO), Fleet Post Office (FPO) addresses, P.O. Box Addresses or to Guam.
Orders and promotional items such as free rugs, carpets or rug pads shipped to Alaska will be subject to additional shipping charges.
Orders and promotional items such as free rugs, carpets or rug pads shipped to Hawaii will be subject to additional shipping charges.
All items on our website will ship from the United States. There will be additional shipping charges. All prices shown are in U.S. dollars. Please add extra 5-10 days for delivery. Rush delivery is not available to Canada.
Customer is responsible for additional charged for shipments to Canada, Alaska and Hawaii if any.
US Protectorates/Territories and International Orders
For US protectorates/territories and international orders, please contact our customer service via e-mail for shipping costs.
NaturalHomeRugs.com is not responsible for any custom or brokerage fees or any other international costs for shipments outside the United States.
This map shows FedEx Ground service schedules.
Please note: Saturdays, Sundays or holidays are not considered business days when using FedEx Ground. Please consider this when calculating arrival days. The map above is a general representation of transit times, for a specific ZIP/Postal code to ZIP/Postal code transit time, please use the Get Transit Time application under the Ship tab on fedex.com.
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International Shipping Powered by
We have partnered with Bongo International to service our international customers.
Once you have created your shopping Cart, choose the “International Customers…Click here to pay” button. You will be automatically transferred to Bongo's Secure International Checkout page where you will be provided with international shipping costs as well as duties and taxes for your shipment.
Upon completion of your order, Bongo will charge your credit card for the entire purchase. We will ship the goods to Bongo's Global Distribution Facility where Bongo will process the order and transport the goods to your international address. There are no additional fees or registration processes with this service.
Additional charges will apply for rush deliveries. For details, please contact our customer service department via e-mail. You can also fax us at (323) 582-4900 for further details.
We guarantee that every transaction made on our website is secure. We employ a secure server for all transactions made through our site.
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