Customer Service

Sisal Rugs Direct Client Service

Sisal Rugs Direct is known for its helpful and responsive client service - before and after you purchase your rugs. Return clients and customer referrals are the driving force of our business. We are here for you and you will speak with a rug professional, not a teleordering person.

CATEGORIES:

QUESTIONS
ORDERING
SHIPPING AND DELIVERY
PRICING AND PAYMENT QUESTIONS
RETURN POLICIES

QUESTIONS and ANSWERS

Call Sisal Rugs Direct 8:30 a.m. - 4:30 p.m. CST business days for assistance with rug selection, ordering or care. 1-888-613-1335

ORDERING

How do I place an order?

Shipping and Delivery

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

PRICING AND PAYMENT QUESTIONS

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

COMPANY POLICIES

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

ORDERING

How do I place an order?

There are two ways to order. You can order online or by phone. To order online click on the Order now icon, Create a Rug icon or Add to cart icon on the rug collection page and fill out the information on the order page. To order by phone or if you have questions, call us toll free at 1-888-613-1335. We are open Monday through Friday, 8:30 A.M. to 4:30 P.M. central standard time.

SHIPPING AND DELIVERY

When will I receive my rug?

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.

Can you ship to Canada, Alaska, Hawaii and Puerto Rico?

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?

We ship rugs up to 8x10 via UPS Ground. Rugs larger than 8x10 will ship via Freight carrier.

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. Call for a freight quote.

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 24-48 hours. The cost for this is an additional 25% of the cost of the rug(s).

What if my rug arrives damaged from shipping?

If possible, refuse delivery of the rug from the shipper and call us immediately so that we can arrange for a replacement. If the rug is delivered when you are not at home, leave the rug in the original packaging and call Sisal Rugs Direct. We will arrange for pick up of the rug, handle any damage claim with the shipper and arrange for a replacement.
Open and inspect your rug as soon as you receive it. Any damage to the rug must be reported within 10 days.

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 QUESTION

How can I pay for my rug?

Most people pay by credit card. We also can accept checks for payment. We accept Visa, Mastercard, Discover and American Express credit cards. 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?

You can now order a custom rug online. Just click on the Create a Rug page and choose all of the options you would like and the site will calculate your total rug cost. You can also 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 (narrow, wide, extra-wide, linen, leather or tapestry) and the size of the rug.

COMPANY POLICIES

What is Sisal Rugs Direct return policy?

Sisal Rugs Direct stands behind every product we sell. If, for any reason, you are not 100% satisfied with your purchase, return it within 15 days and 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. Custom size rugs are not returnable-please ask for swatches before ordering. 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 canvas, all extra-wide canvas, linen, leather and tapestry bindings.

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 you rug.

How do I return a rug?

Standard size and standard bound rugs: 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 receipt. You will still be charged for the shipping. The rug must be packaged 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. All returns must have a return authorization to ensure that proper credit is given to your account. If you refuse to accept delivery of your order, or make an attempt to return your order without a return authorization, you will still be charged. We recommend that packages be sent back to us via 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.