Sisal Rugs Direct Frequently Asked Questions
Sisal & Natural Fiber Rug FAQ Categories:
- Care, Maintenance and Cleaning
- Shipping and Delivery
- Pricing and Payment Questions
- Return Policy
- Copyright Information
- What is natural flooring?
- What are the advantages of natural fibers?
- What is sisal?
- What is sisal wool?
- What is seagrass?
- What is mountain grass or hemp?
- What is jute?
- What sizes are your rugs available in?
- How do I order a custom rug?
- How do I order a runner?
- How do I determine what size I need?
- Can I order different shapes?
- Can I order samples of the rugs and borders?
- Can I use my own fabric for a border?
- Will my rug need a rug pad?
- Can I order unfinished (without a border) rug material for wall to wall carpet?
- Where should natural fiber flooring be used indoors?
- Can natural fibers be used outdoors?
- What is the difference between blind stitching and top stitching?
- Does the rug border add size to the rug?
Care, Maintenance and Cleaning
- How do I care for my natural fiber rug?
- What are the advantages of the protector?
- How do I care for my indoor/outdoor rug?
Shipping and Delivery
- What is the cost of shipping?
- When will I receive my rug?
- Can you ship to Canada, Alaska, Hawaii and Puerto Rico?
- Can you ship internationally?
- How will my rug ship?
- White Glove Delivery Service NOW AVAILABLE
- Do you have expedited shipping?
- What if my rug arrives damaged from shipping?
Pricing and Payment Questions
- What is Sisal Rugs Direct return policy?
- Cancelation or exchange
What is natural flooring?
Natural flooring is rugs and carpet made from the natural fiber of vegetables, like sisal, seagrass, mountain grass and jute or animal fibers such as wool.
What are the advantages of natural fibers?
Sisal, sisal wool, seagrass, mountain grass and jute area rugs and wall-to-wall carpet have excellent durability for residential and light commercial applications. The machine woven, natural fibers are anti-static and non-toxic. The plant material creates healthy indoor humidity levels and prevents the build-up of static. The natural fibers have no off-gassing fumes to irritate the eyes or throat. View our sustainable products page to learn more about these. It is normal for jute, seagrass and other natural fiber rugs to "sprout". What may seem to be a pulled thread is really just a yarn whose fibers have separated at a point, or "sprouted". Sprouting is common with natural fibers that are made up of shorter fibers. This is not a defect, but an inherent quality of certain natural fiber rugs. Simply clip the sprout that has popped up with a sharp scissors.
What is sisal?
Sisal is a natural fiber derived from the long, green leaves of the 'agave sisalana' cactus plant. Sisal grows in semi-arid regions in Africa and Brazil. 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. In fact it is used for rope and twine. These qualities make Sisal a preferred material for carpet and rugs. Sisal’s textured look is a favorite of interior designers.
What is sisal wool?
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. The percentage of Sisal to Wool depends on the collection. Sisal fiber percentage can range from 78% to 60%. Wool fiber percentage can range from 45% to 22%
What is seagrass?
Seagrass is a durable, economical plant fiber derived from tropical grasses. Seagrass grows in the low-lying areas of the Asia-Pacific region. Seagrass reeds are thick and rigid. The non-porous fiber is smooth to the touch and gives a slight natural sheen. Seagrass is only available in its natural color, which has an organic, green cast and becomes less green overtime. Seagrass is the most stain resistant fiber we offer.
What is mountain grass or hemp?
Mountain grass is grown in the highland fields of China. Chinese Mountain Grass is also known as Hemp. Mountain Grass is a smooth grass fiber which is a rich, coppery shade of brown.
What is jute?
Jute is a long, soft, shiny vegetable fiber that can be spun into coarse, strong threads. The finest jute comes from the Bengal Delta Plain, mostly in Bangladesh and India. The stalks of the plant are harvested, bundled and soaked in water for about 20 days to soften the tissues and permit the fibers to be separated. The fibers are then stripped from the stalks, washed, dried and baled. Jute has a very soft feel similar to cotton.
What sizes are your rugs available in?
Every rug, small to large, is made to order. Custom rug sizes and shapes are our specialty. We can make rugs as small as 1' wide to 16' wide. Most of our materials are 13' wide, with some available in 15' and 16' wide. See our Extra Wide Rugs section to find which are available wider than 13'. Sizes can be ordered in one inch increments. See below for how to make your own custom rug in each collection's Create Your Own Rug Now! page.
View our Blog on How To Order a Custom Size Area Rug for more detailed information on ordering.
How do I order a runner?
Runners can be made from almost all of the natural fibers (except jute self-bound rugs). On the collection page, choose Runner as your Product Type and type in your runner width and length size.
To order a runner online, choose a weave (i.e. Boucle, Brasilia, Sun, etc.); under Create Your Own Rug Now! Click on the product type pull-down box, and choose runner. Choose your weave color, binding type, binding color, runner width, and length. If you have any questions, please contact us by email or phone (1-888-613-1335).
Looking to order a stair runner? Read our Blog post on How To Measure for a Stair Runner.
How do I determine what size I need?
Determining what size is easy to measure. Looking at your room, decide the area you would like to cover. Measure in feet and inches; i.e. 6’ 4” x 9’ 10” or measure in inches and convert to feet and inches. Here are some guidelines for specific rooms:
- Dining Rooms: Measure your dining room table, and 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 the floor inside the perimeter of the room.
- Bedrooms: Measure the size of your bed, and then add 48” (4’) to both length and width.
Can I order different shapes?
Yes, we offer round, ovals, octagons, and cut-outs. Please note that rounds and ovals can be finished with serging or narrow cotton binding only and are not available in seagrass, jute or hemp grass. We can also cut from your drawings or templates.
Can I order samples of the rugs and borders?
Yes! In fact, we recommend that you request samples before ordering your rug. You can order samples on the collection page under the price. 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.
Can I use my own fabric for a border?
Yes. We can put your own fabric on a rug to coordinate with your décor. This is a very popular option. The rug will be finished with the fabric showing 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 (i.e. for a 8x10 rug, 54” x 11’). Please note that rugs purchased with your own border cannot be returned except for manufacturer defect or shipping damage.
Will my rug need a rug pad?
A rug pad is always a great option for additional protection of your floors. Most of our rugs have a latex backing that provides dimensional stability and prevents slipping. We also have pads for outdoor rugs.
Can I order unfinished (without a border) rug material for wall to wall carpet?
All of our rug materials are available for wall to wall installation. On the collection page, in the Product Type box, choose Wall-to-Wall. The 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.
Where should natural fiber flooring be used indoors?
Natural fiber rugs can be used in every room; living rooms, family rooms, entry halls, bedrooms, computer workstations, home offices, commercial offices and showrooms, exercise rooms, and covered patios. Natural fibers provide a massaging underfoot, which is preferred for rooms where you do not sit on the floor.
Can natural fibers be used outdoors?
For rugs that can be used outdoors, see our complete line of indoor/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 rooftop patios).
What is the difference between blind stitching and top stitching?
Top Stitching vs. Blind Stitching refers to the appearance and sewing of the binding. Top Stitching means that the stitching (thread) is visible on top of the binding and face of the rug. In contrast, Blind Stitching means that the stitching (thread) is hidden and invisible on the face of the rug. With Blind Stitching the mitered corner threads are also hidden. Blind Stitching is performed by hand and provides an exceptionally clean and elegant finish to any rug. Blind Stitching comes standard on Leather and Linen rugs!
Custom widths are available with blind stitching but requires the purchase of the Extra Wide or Faux width material. You can request the binding to show anywhere from 3/4"-2.5" on the face of the rug in the comments section of the order form (step 6).
Does the rug border / binding add size to the rug?
No, the rug border or binding does not add any size to the rug. All of our borders are lapped over the edge of the rug and swen on.
Care, Maintenance and Cleaning
How do I care for my natural fiber rug?
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 suction vacuum. Vacuum the carpet from different directions, making several passes over the area. Do not use the beater bar.
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. Do not use the beater bar. 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.
Vacuuming Sisal Wool Rugs: Do not use the beater bar and put the vacuum at the highest level. The suction of the vacuum will be sufficient to pick up and dirt or dust.
Overall Cleaning: It is important during cleaning to control the amount of moisture during cleaning. NEVER steam clean, wet shampoo, or use any other method that involves water saturation on a natural fiber rug. It is recommended that a dry cleaning process be used. We offer 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 or scrape up solids with a dull knife or nail file. Never rub the area of the spill. Rubbing can work the liquid deeper into the fibers, making the spill more likely to stain the carpet. 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, mountain grass, and jute 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, 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 Sisal Life 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. We also offer other Sisal Rug cleaning accessories.
What are the advantages of our protector?
Our protector is an acrylic polymer fabric and textile protector. Natural fibers and other fabrics treated with this protector will repel water and resist virtually all cold liquid spills and even oily soil. It contains no ozone-depleting chemicals. We highly recommend treating natural fiber rugs with our protector to protect against spills and increase the life of your rug. Applying Sisal Life Protector will NOT GUARANTEE that your sisal will never stain, but it will reduce the chances should a spill occur.
Responsibility for cleaning and maintenance lies with those performing this work since the manner and conditions of rug cleaning or maintenance, and the cleaning materials used are beyond our control.
How do I clean my Indoor Outdoor rug?
Indoor Outdoor rugs generally require little maintenance. They are made to clean easily, dry quickly, and resist fading. They can be spot cleaned, steam cleaned or hosed down.
* Regular vacuuming or sweeping with a broom is the best care you can do to keep the fresh appearance of your Indoor Outdoor flooring. Visible and loose dirt should be vacuumed with a strong brush-suction vacuum. 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.
*Where to use an Indoor Outdoor rug: Indoor Outdoor rugs are very versatile and can be used in any indoor room or outdoor space of your home or office. These rugs are used indoors in kitchens, bathrooms, laundry rooms, and family rooms that have high traffic. Outdoors the rug can be used on patios, balconies, screen porches, or any outdoor area.
*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. 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: Wash with a hose on both sides. Use a mild soap for more soiled rugs. It's best to rinse the rug on a sloped surface, like your driveway, so the water can drain away. Indoor Outdoor rugs can also be cleaned using any of the normal rug cleaning services. Dry the rug in sunlight. Hang it over a porch railing in the sunlight. If you don't have a railing, lay the rug out in the sun to dry and flip it over to make sure both sides dry thoroughly, or lay it over your outdoor chairs to allow for air circulation and quicker drying.
* Binding: For routine maintenance of our woven fabric bindings, simply vacuum the edge finish as explained above. If excessive soiling or spills occur on the binding, our Sisal Life Cleaner works really well.
*Mold & Mildew: Indoor Outdoor rugs are mold and mildew resistant.
Additional Tips: Store the rug when it is not in use. If your backyard is going to be covered in snow for months at a time, roll up your rug and store it inside instead. If you lack storage space for a large rug, roll it up, cover it with a plastic painting tarp, and secure it with bungee cords. You can prop it up in the corner of a yard or deck without worrying about damage.
Responsibility for cleaning and maintenance lies with those performing this work since the manner and conditions of rug cleaning or maintenance, and the cleaning materials used are beyond our control.
How do I place an order?
There are two ways to order. You can order online or by phone. To order by phone, if you have questions, call us toll-free at 1-888-613-1335. We are open Monday through Friday, from 8:30 A.M. to 4:30 P.M. central standard time.
Shipping and Delivery
What is the cost of shipping?
We proudly offer free shipping and handling in the continental US. Free Shipping will be applied automatically to all qualifying orders–no minimum purchase, coupons or promotion codes are required. We also can ship to Alaska, Puerto Rico, Canada and other countries. See below for shipping outside of the Continental USA. Free shipping applies to the first delivery attempt. Any redelivery fees or fees to reroute a shipment in transit are the responsiblity of the customer and will be collected before redelivery is attempted.
Any additional shipping fees are the sole responsibility of the customer. This includes but is not limited to additional charges for deliveries to rural and remote areas, white glove deliveries, areas in New York and addresses determined to be undeliverable. Customer is responsible for any fees due to refusal, redirection and/or returns. The free shipping covers curbside delivery. Some carriers charge additional per rug if brought inside the home. Any additional delivery charges are the responsibility of the customer/receiving party and will be billed to the delivery address.
When will I receive my rug?
Your rug will be made and shipped within approximately 10-14 business days, as each rug is made to order to your specific size, binding and binding color. Custom shapes or blind stitched rugs can take 5 days longer. We will advise you if your rug production will take longer than 14 business days. Shipping time is 2-5 business days depending on your location and the shipping method used. Once your order ships, we will send you an email with the tracking information. We offer FREE SHIPPING IN THE CONTINENTAL US ONLY. See below for shipping outside of the Continental US.
Can you ship to Canada, Alaska, Hawaii and Puerto Rico?
Yes, we can ship to these locations. There will be a shipping surcharge (above what it would cost to ship within the Continental USA) 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. For Canada shipments, the additional shipping charges do not include duties, taxes or brokerage fees. These fees are collected in Canada.
Can you ship internationally?
Yes! We are able to ship internationally although the shipping cost can be quite high depending on the rug size ordered. Our international customers usually find better rates with a freight forwarder that has a USA based address that we can ship to. That way its free shipping in the USA and you only pay to have it shipped to your country. We are happy to provide shipping weights and dimensions for you to easily get quotes. You can email customer service with your rug color and size and we will send back your shipping dimensions and weight. Contact customer service at firstname.lastname@example.org
How will my rug ship?
Rugs up to 9' wide ship via UPS Ground or via freight carrier. Any rugs larger than 9' will ship via Freight carrier. Large rugs shipped by Freight carrier are delivered to the curbside. For inside delivery, we offer White Glove service.
Sisal Rugs Direct takes no responsibility for any charges, bills fees or cost of lost time due to late, delayed or damaged orders and deliveries.
- Deliveries are not made on Saturdays or Sundays
- We cannot ship to P.O. Boxes or Military APOs
- If you live in a non-contiguous U.S. state or territory—in Alaska, Hawaii, Puerto Rico, or the U.S. Virgin Islands—additional fees or shipping restrictions may apply
Rugs Under 9' Wide:
Signatures are not required for rugs under 9’ wide delivered via UPS, but the decision to leave your package will ultimately be at the discretion of the delivery carrier. If you have any special delivery instructions, we recommend placing a note on your door on the delivery date with your name, request, and tracking number. You can also provide instructions in our Comment Section at Checkout.
Have your rug delivered into your room of choice, unwrapped, unrolled and wrapping materials cleaned up. You can sit back and relax!
$225 Standard Service
-4 Hour Delivery window
-Rugs will be delivered up or down one flight of stairs. If moved more than 1 flight of stairs or elevator ride see below**
- Rugs placed in the room; unwrapped and rolled out; the wrapping is removed. You just sit back and direct. The room must be ready as furniture WILL NOT be moved by delivery service.
**Additional Charges will apply for:**
$100 Multiple rugs
$75 New York City Zip Codes 100-104 & 110-119 (Areas include Manhattan, Bronx, Staten Island, Brooklyn, Queens, Long Island and Western Nassau County)
$75 Rug moved more than 1 level from building entry point up to 10 floors
$75 Elevator Ride
- White Glove will add additional transit time to order
- Remote/Isolated Areas: Quote only basis- You will be contacted for additional charges if your address is in one of the remote or isolated areas.
**Customer must contact delivery agent 24 hours prior to delivery appointment to cancel or reschedule**
Do you have Expedited Shipping?
Yes we do! We have two ways to expedite your rug if you need it for a special occasion or event:
- Expedited Order: Expediting your order places it at the top of the production schedule and can usually be shipped out within 24-48 hours provided the material is in stock. The cost for this is an additional 25% of the cost of the rug(s).
- Expedited Shipping: 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, but we do our best to get your order to you by your desired date.
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. Please take a picture of the damage for claim purposes and so that we can determine if the rug is damaged. 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 72 hours of confirmed delivery.
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 driver's attention. Open that package, and carefully inspect the product. Note any damage directly on the bill of lading. Take photos of the damage.
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
How can I pay for my rug?
Most people pay by credit card. We also can accept checks for payment and PayPal. We accept Visa, Mastercard, Discover, and American Express 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.
What determines the price of a rug?
The cost of a rug is determined by the type of material, the type of binding (narrow, wide, extra-wide, linen, faux leather, leather or outdoor) and the size of the rug.
All prices on this Site are subject to change and/or correction at any time without notice. Should a malfunction or pricing anomaly be discovered in our system we reserve the right to deny any claims, purchases, and orders.
Only one coupon code can be used per order. Codes cannot be combined.
What is Sisal Rugs Direct return policy?
Sisal Rugs Direct stands behind every product we sell. As every rug is made to order and "one of a kind" we do not accept returns on rugs. Custom shaped rugs and custom border rugs are not returnable under any circumstances. Please request FREE sample swatches before ordering. Please measure carefully. We have a "Try Before You Buy" service where you can have six curated samples sent to you from our in-house designer. Free samples give you a chance to see the color and texture of the material in your home. We strongly encourage every customer to take advantage of these as rug colors can appear different online and in person.
All rugs are guaranteed against manufacturers' defect or damage during transit. 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. Returns on cleaning items are not accepted under any circumstance.
What is Sisal Rugs Direct cancelation or exchange policy?
As all rugs are made custom we do not accept cancellations or exchanges on any orders.
Before cutting, the carpet should be visually inspected for any defect or flaw. The carpet should be checked against the shipping papers, labels, and samples to ensure it is the correct pattern, color, and size. Any noted defect or discrepancy should be immediately reported to customer service. We cut all rugs to maximize material unless explicitly stated by the customer to cut a certain direction. Claims due to weave direction are not considered. Our products are carefully inspected prior to shipment. Claims covering merchandise custom sized or shape, cut or installed with visible defects, wrong color or off dye lots will not be considered. Claims for shipping damages should be handled directly with the carrier. We assume no responsibility for labor, freight, or lost time, etc. All goods are sold FOB warehouse. All goods are to be unpacked and inspected for defects upon delivery. We warrant our goods against manufacturing defects for up to fifteen days from the invoice date. Any claims registered after fifteen days will not be considered.
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