Sisal Rugs Direct Frequently Asked Questions (FAQS)

Sisal Rugs Direct Frequently Asked Questions (FAQS)

Click here to go to the Wood Tiles FAQ.

1. PRODUCTS
2. ORDERING
3. SHIPPING AND DELIVERY
4. PRICING AND PAYMENT QUESTIONS

1. What is sisal?
2. What is sisal wool?
3. What is seagrass?
4. What is mountain grass or hemp?
5. What are the advantages of natural fibers?
6. What sizes are your rugs available in?
7. How do I determine what size I need?
8. Can I order different shapes?
9. Can I order samples of the rugs and borders?
10. Can I use my own fabric for a border
11. Will my rug need a rug pad?
12. Can I order unfinished (without a border) rug material for wall to wall carpet?
13. Where should natural fiber flooring be used indoors?
14. Can natural fibers be used outdoors?
15. How do I care for my sisal and seagrass rug?
16. What are the advantages of the protectorant?

1. How do I place an order?

1. When will I receive my rug?
2. Can you ship to Canada, Alaska, Hawaii and Puerto Rico?
3. What methods of transportation do you use to ship?
4. Do you have expedited shipping?
5. I need my rug for a special occasion, do you have expedited service?
6. What if my rug arrives damaged from shipping?

1. How can I pay for my rug?
2. How do I find out the cost of a custom rug?
3. What determines the price of a rug?

1. What is Sisal Rugs Direct return policy?
2. How do I return a rug?

PRODUCTS

Sisal’s textured look is a favorite of interior designers. Sisal is a natural fiber derived from the 'agave sisalana' cactus plant. Sisal grows In semi-arid regions. The largest producers of sisal are located in northeast Brazil and Africa. Sisal fibers (which can be up to three feet long) are sustainably harvested by hand from the leaves of the cactus plant. Sisal is not the same fiber as coir or jute. Sisal is stronger and more durable than other natural fibers. Sisal is therefore preferred for carpet and rugs. Sisal Rugs Direct flooring products are 100% authentic sisal (not a sisal blend with other fiber).

Sisal wool is a combination of the best of both worlds. Sisal wool has the look, texture and durability of sisal with the soft feel underfoot of wool. Sisal wool is made of 60% wool and 40% sisal.

Mountain grass is grown in the highland fields of China. Chinese Mountain Grass is also known as Hemp. It is similar in texture to seagrass (reed-like) but because of the dryer growing conditions has a deep shade of brown.

Sisal, seagrass and mountain grass area rugs and wall-to-wall carpet have excellent durability for residential and light commercial applications. The machine woven, natural fibers are anti-static, non-toxic and colorfast. The plant material creates healthy indoor humidity levels and prevents the build-up of static.

Most of our rugs are offered in standard sizes of 2x3,3x5, 3x8, 4x6, 5x7, 6x9, 8x10, 9x12 and 12x15. We can make rugs as small as 2x3 and as large as 13’ wide* (*We have 2 rug styles- Spice Boucle and Sienna Brasilia that can be made into rugs up to 16' wide).  You can choose any size in one inch increments. Some of our collections are available in specific sizes only and these are noted on the collection page and when ordering.

• Dining Rooms: Measure your dining room table, then add 54” to both the length and width to allow for chair movement.
• Living and Family Rooms: Measure the size of your room, and deduct 48” (4’) from both the length and the width. This will allow for 2’ of floor inside the perimeter of the room.
• Bedrooms Measure the size of your bed, then add 48” (4’) to both length and width.

Yes, we offer round, ovals, octagons and cut-outs. Please note that rounds and ovals can be finished with serging only and are not available in seagras, jute and mountain grass.

Yes! In fact we recommend that you request samples before ordering your rug. You can order samples on the 'swatch request page' on our website. Please note that there may be a slight variation between your sample and the rug that you receive due to the natural characteristics of the materials we use.

Most of our rugs have a latex backing that provides padding and prevents curling and slipping. A rug pad is always a good option for added protection to your floor. The sisal wool  and wool rugs have a jute backing and need a rug pad to prevent slipping. We also have pads for the outdoor rugs. Click here to see our selection of pads.

Can I order unfinished (without a border) rug material for wall to wall carpet?

Many of our rug materials are available for wall to wall installation, see individual rug descriptions. The width is 13’2" (and 2 styles in 16' 4" width) and the length can be ordered in one foot increments. Our rolls are approximately 90-100 feet long. Please note, we do not provide wall to wall installations. We strongly recommend that you contact a floor covering installer with experience installing natural fiber carpet material before placing your order. You should have the installer measure the amount of material you need.

Yes. We can put your own fabric on a rug to coordinate with your décor. This is very popular with Interior Designers. The rug will be finished to the width of your choice, padded and with mitered corners. Fabrics should be upholstery weight. The usual width of the fabric is 54”. Please inspect your fabric to be sure there are no flaws or defects before sending it to us. We cannot be responsible after it is applied to the rug. Send us at least 1 linear foot more than your longest rug length. Please note that rugs purchased with your own border cannot be returned except for manufacturer defect or shipping damage.

Living rooms, family rooms, entry halls, bedrooms, computer workstations, home offices, exercise rooms and covered patios. Natural fibers provide a massaging underfoot, which is preferred for rooms where you do not sit on the floor.

For rugs that can be used outdoors see our new complete line of outdoor rugs. Natural fiber floor coverings are for indoor use only and should be used in a covered area; protected from the elements. Natural fiber rugs are highly recommended for enclosed and screened porches. Do not expose to rainfall or allow to become water saturated (i.e. sisal and seagrass are NOT for bathroom, sauna, Jacuzzi, uncovered patio deck, swimming pool or roof top patios).

Natural fiber floor coverings are relatively easy to maintain because dirt does not cling to the hard fibers, but rests loosely in the weave. Natural fibers do not show dirt readily.

Normal Maintenance: Regular vacuuming is the best care you can do to keep the fresh appearance of your natural fiber flooring. Visible and loose dirt should be vacuumed with a strong brush-suction vacuum. Vacuum the carpet from different directions, making several passes over the area.

Although the need may not be visible, this frequent and regular vacuuming will increase carpet life by preventing soil build-up, and will help eliminate stains caused when spilled liquids dissolve soil accumulations.

Vacuuming Bound Rugs: When vacuuming bound area rugs, take special care with the binding border. Do not let the vacuum sit on top of the binding or catch the corner of the rug as it could damage the binding. Also, vacuum in the direction that the binding is sewn so as not to pull up the binding from the rug.  Rugs will not be replaced or repaired due to improper vacuuming or care.

Overall Cleaning: It is important during cleaning to control the amount of moisture. It is NOT recommended that the natural fiber be steam cleaned, wet shampooed or any other method that involves water saturation. It is recommended that a dry cleaning process be used.  We have a Host Cleaning Kit for your convenience and it cleans up to a 250 sq. ft. area.

If exposed to dryness or low humidity, a frequent, light and even application of water strengthens these natural vegetable fibers and enhances the wearing qualities.  Moisture can be applied by spraying, light sprinkling, clean mop, damp brush or any device that would give a light and even application of clean water.  This dampening can also help eliminate minor bubbling and looseness, as both carpets will tighten up slightly as they dry.  Sisal carpets dry quickly.  Under no conditions should the carpet be saturated, or undesirable changes could result, as well as possible staining from dyes in the underlay.  Care should be taken that the carpets are vacuumed and clean before applying the moisture, since dirt in the matting might stain if dissolved.

Fresh Stains or Spills:  Immediately remove any spills by blotting liquids (blot do not rub) with a white cloth orscrape up solids with a dull knife or nail file. For red wine and tomato sauce, dab with a white cloth  dampened with club soda to neutralize the spill and remove any possible stain. Let dry. Many times the stain disappears. If not, try cleaning with a cloth dampened with mild soap, or use our Sisal Life Cleaner.  Dry immediately with a hairdryer or fan.

Water: Because sisal, seagrass and mountain grass are natural fibers, they can absorb moisture. To avoid watermarks, spills must be cleaned up immediately with an absorbent white cloth. Dry with a hairdryer or fan.

Cleaning the Binding:  For routine maintenance of our woven fabric bindings (canvas and linen), simply vacuum the edge finish as explained above.  If excessive soiling or spills occur on the binding, our Sisal Life Cleaner works really well and also reapplies the Sisal Life Protector as it is applied. 

Protecting Natural Fibers :We highly recommend that the natural fibers be treated with our protector to decrease absorbency and lengthen the time between cleaning. Sisal Rugs Direct can professionally apply the protector. You can purchase the Sisal Life Protector in a "do-it-yourself" 22 oz. bottle.

 What are the advantages of our protectorant?

ORDERING

There are two ways to order. You can order online or by phone. To order online click on the Order icon on the side of the web page and fill out the information on the order page. To order by phone, if you have questions or are ordering a custom size rug, call us toll free at 1-888-613-1335. We are open Monday through Friday, 8:30 A.M. to 5:00 P.M. central time.

SHIPPING AND DELIVERY

Your rug will be made and shipped within 5-10 business days. Custom sizes, shapes or borders can take 5 days longer. We will advise you if your rug will take longer. Shipping time is 3-5 business days.

Yes, we can ship to these locations. There will be a shipping surcharge for shipments to these regions. Hawaii and Puerto Rico ship via UPS 2nd Day air for rugs up to 8x10. For rugs larger than 8x10, we will quote you on extra shipping charges.

What methods of transportation do you use to ship?

Standard Delivery Services (see detailed description below) are shipped free of charge in the continental USA. All shipments will be arranged by the motor freight carrier of our choice.We ship rugs up to 8x10 via UPS Ground. Rugs larger than 8x10 will ship via Freight carrier.

Standard Delivery (FREE): Items delivered by our Standard Delivery service are free of charge.  These items will be shipped by a carrier of our choice and will be unloaded by the driver in the driveway of your home or entryway of your apartment building.

Do you have expedited shipping?

Yes, we can expedite your shipment via UPS 3 Day Select, 2nd Day Air or Next Day Air. Larger rugs that ship via Freight Carrier are more difficult to expedite.

If I need my rug for a special occasion, do you have expedited service?

Yes, there are two ways to expedite your order: expedited shipping (see above) and expedited service. Expedited service places your order at the top of the production schedule and can usually be shipped out within 24 hours. The cost for this is an additional 25% of the cost of the rug(s).

What if my rug arrives damaged from shipping

A few steps to perform upon receipt of products from a Freight Carrier:

Check to ensure everything is there. DO NOT sign for delivery until you have completely inspected the rug.

If something is missing, note it on the bill of lading.

Check for obvious signs of damage. If you note something that looks damaged, first bring it to the drivers attention. Open that package, and carefully inspect the product. Note any damage directly on the bill of lading.

Packaging note: On larger area rugs we wrap very carefully and wrap sisal scraps around the outside of the package at both ends and the middle. The scraps are not the same as the rug you ordered.

Have the delivery person confirm the missing goods or damage by signing the Bill of Lading. If you are unable to inspect the product then sign your Bill of Lading," received subject to inspection."

Keep a copy of the bill of lading.

PRICING AND PAYMENT QUESTIONS

Most people pay by credit card. We also can accept checks for payment. We accept Visa, Mastercard, American Express and Discover credit cards and PayPal. Your card will be charged when the order is placed. If you pay by check, we will process your order when we receive the check.

How do I find out the cost of a custom rug?

To order or receive a price on a custom rug, you can call or e-mail us. (888-613-1335 or sales@sisalrugs.com). We will need to know the weave material, type of binding and size in feet and inches. You will receive the price immediately by phone or within 24 hours by e-mail.

What determines the price of a rug?

The cost of a rug is determined by the type of material (sisal, seagrass or mountain grass), the type of binding (wide, extra-wide, linen, leather or tapestry) and the size of the rug.

COMPANY POLICIES

Sisal Rugs Direct stands behind every product we sell. If, for any reason, you are not satisfied with your purchase please see below for details as to how to return a product and what is returnable. Returns must be made within 15 days of receipt of the rug.  We will exchange it or refund the purchase price of the rug, whichever you prefer.

• Standard sized rugs with standard bindings may be returned for credit within 15 days of receipt of the rug.
• Custom size and shaped rugs cannot be returned. No exceptions.We recommend that you request swatches of both the rug and binding before ordering. Please measure carefully. 
• Standard sized rugs with non-standard bindings may be returned for a 20% restocking fee. Non –standard binding includes all contrasting color bindings in  wide and extra-wide canvas (i.e. Blue wide canvas binding on a Sand Boucle rug)and all linen, novo leather, leather and tapestry bindings (i.e. 8x10 Khaki Brasilia rug with Tan leather binding).

Upon receipt of the rug, we will inspect it, and if it is in “like new” condition, we will issue a credit.

All rugs can be returned for reasons of manufacturers defect or damage. If either of these happens, we will repair or replace the rug at no charge as quickly as possible. Contact us immediately if there is a problem with your rug.

How do I return a rug?

Standard sized rugs with standard bindings: if you do not like your rug for any reason, it can be returned for credit of the rug price only within 15 days of date of shipment.  The rug must be packaged in the original packing material just like you received it so that it is returned in “like new” shape. If you need packaging material, we can send it to you.

If you would like to return the rug, call us and we will provide a Return Authorization number. All returns must have a return authorization (RA#) to ensure that proper credit is given to your account. Once an item has shipped, cancellation will not be permitted. Shipment refusal for reasons other than damage, defect or mis-shipment may result in a 25% refusal penalty fee.  We recommend that packages be sent back to us with UPS or FedEx ground or any other carrier that can track and insure its packages. For your convenience, we can arrange for pick up by UPS or a Freight Carrier and charge your account.