Help:

• How can I buy carpets from X-Rug?
• How does our pricing work?

Payment & Security

• What methods of payment does X-Rug accept?
• How can I be sure that both my credit card number and personal financial information are kept safe when making a payment to X-Rug?
• How can I use my credit card for buying online?

Shipping / Delivery / Arrival

• What shipping options are available to me as a X-Rug customer?
• How much will I have to pay for shipping?
• Do you ship to APO/PO Boxes?
• How long does shipping take?
• Do I need to be at home to accept my delivery when it arrives?
• Can I track my order while in shipment? How?
• How will I be contacted if I don’t have an email address?
• How is my carpet packaged for safe shipment?
• What happens if my carpet is damaged or lost while in transit to me? Who is responsible?
• When I un-wrap my carpet I see slight folds & creases. How can I get rid of them?

Returns

• What if I don't like the carpet after I receive it?

• How do I maintain my rug?
• How to choose professional carpet cleaning services?

Product

• What are consignment pieces?
• What is the pile of the rug? What is it made of?
• How thick is the pile of a rug?
• What is the Foundation of the rug? What is made of?
• What is Fringe?
• Why do the fringes of the rugs vary?
• What do you mean by the condition of the rug?
• What does repaired mean?
• What does low pile mean?
• What is the difference between good and excellent rug?
• What KPSI mean?
• How many knots per square inch are there in your rugs?

It’s easy! We offer two convenient ways to shop.

• Via X-Rug.com Portal. through our 100% secure shopping service. This is easy and always available for your shopping convenience. We have state of the art technology including secure server encryption technology to protect all of your personal credit information.

• The fastest and easiest way to order is by clicking: contacts page & sending us a message. And you may copy our .(JavaScript must be enabled to view this email address) and go to your email program to send us an email message with:
  Subject line: to x-rug.com staff
  Message:
  The title & description of the rug you want to order
  Your name, address, city, State/Province, zip/postal code &
  telephone number.

  We usually confirm your order with a email. If you do not receive a confirming email or telephone message then email or call us again.
  We usually answer up to 24 hours.

We’re often asked how we can afford to offer these authentic, handmade Oriental Carpets at such affordable prices. The answer is simple - at X-Rug there are no middlemen.

In other shops, there are generally more layers of middlemen between you and the source of the carpet and this adds significantly to the price.

Our buy-direct / sell-direct philosophy means that we eliminate most of these middlemen and bring the carpet to you at a price lower than the wholesale price most carpet dealers pay.

Let's understand how it works:

X-Rug is an importer and distributor of high quality Indian rugs and carpets. We are up to date with the latest in rugs making and importing.
We have Indian rugs manufacturer- a small Indian village in the nothern part of India. They are our good partners, and we built our business model around this.
X-Rug portal - is responsible for the online sales, payments, orders maintenance, all online support.
We are making all payments, and conversations with our manufacture in northern India.
After your payment confirmed we can tell our manufacture in India, which place do they need to send the rug.
We send the rugs directly from India to our internet shop clients in other countries(Shipping method: EMS UPS DHL FEDEX)..

For your comfort & convenience, X-Rug.com accepts a wide variety of secure payment methods both online and off. We currently accept Visa, MasterCard, American Express, Diner’s Club, Discover, and PayPal, as well as International Money Orders in US Dollars. Please contact us for our bank details if you need to pay by wire transfer.

We can discuss about payment method via .(JavaScript must be enabled to view this email address).

Our secure server software is among the best available today for secure commerce transactions. All information transmitted is first encrypted using a 128-bit SSL (Secure Socket Layer). This is industry standard and offers the highest level of encryption possible, which means you can breathe easy- all communications between your web browser and our site’s servers are always private and secure.

Customer can use all major credit or debit card including Visa, MasterCard, American Express, Discover/Novus, Diners Club, JCB credit cards while purchasing on X-Rug. Simply send a request for us by filling contact form and submit until you are on the items Full order page. We will contact you to give payment details as soon as possible. After you are getting safe way to pay via credit card, please fill the form and submit payment for your order.
Secure server software of our authorized retailer is among the best available today for secure commerce transactions. All information transmitted is first encrypted using a 128-bit SSL (Secure Socket Layer). This is industry standard and offers the highest level of encryption possible, which means you can breathe easy - all communications between your web browser and our site’s servers are always private and secure.
For orders placed by e-mail or phone, please contact us for info or to place a reorder.

X-Rug uses airport cargo, ship cargo or trucks of transportation for B2B customers as its primary source of transport. X-Rug customers may choose from Basic Ground shipping, Express Ground shipping, Second Day Air, or Next Day Air shipments. Please note that only those orders shipped via Basic Ground shipping, free shipping within the world.

Free shipping is available on all orders shipped via airport cargo Regular Shipping option to addresses for 1 to 5 pieces.

For another shipping options, additional charges may apply. (contact us to find out more about it)

We regret that at this time we are unable to ship our products to APO or PO Box addresses.

For those orders shipped via airport cargo, you may generally expect your delivery to arrive within 1 to 3 weeks of order processing. Please note that consignments orders held in an overseas inventory may take longer to arrive.( For B2B customer)

It will contact you from the airport in your city or country to give the carpet or you can asking them near the time it arrive. We realize that you may not necessarily be home when your delivery arrives.
We will contact to you when your carpet arrive.

After you have placed your order, you will receive a confirmation email from X-Rug. Once your order has been shipped, we will contact you again with the necessary shipping/tracking information. You may use that information to contact airport cargo in your city to track your shipment by confirmation number.

Alternatively, you may contact cargo to check the status of your order.

You do not need an email address to order a carpet from us. Once your order is placed online or via phone, you will receive a phone call from our Customer Care department with details regarding your order details.

Your carpet will arrive tightly and carefully wrapped to best preserve it during its journey from X-Rug.com, to your address. While wrapped in its original packaging, the carpet may appear to be quite small in comparison to what one might expect. Don’t be fooled by its small package size! Following a thorough wash and dry process, your carpet is folded up as small as possible before being rolled up tightly for safe packaging and shipment.

Because of the way our carpets have been packaged, and because of our long-standing relationship with our trusted transport provider, please note that damage and/or loss during shipment is a rare occurrence. Nonetheless, X-Rug takes careful precaution to ensure our customers are inconvenienced as little as possible under such circumstances. That means full insurance coverage has been provided by X-Rug and insurance Co. when sending the shipment in cargo.

Shipping costs on all returns going back to the X-Rug carpets warehouse, are the responsibility of the customer except, in cases where the carpet may be defective. We recommend that packages be sent back to us with cargo or any other carrier that can track and insure its packages.

Make sure to call or email us with the tracking number so that we can track the package for you and issue credit immediately upon arrival.
Please be sure to completely wrap your returns in the original packaging or equivalent and use tape to secure it. Please MAKE SURE to print the number of the carpet and your name on the package.

Please note that we inspect the rug upon arrival and items that have been soiled or damaged may be refused or cause you to incur additional fees. We will not accept carpets that have been visibly damaged or soiled. No refunds will be given after 30 days.  

Before discussing different ways of maintaining a carpet, it is important to mention that even though a handmade carpet is a work of art, it is made to be used and walked on. Traditionally, handmade carpets, especially in the Middle East, were the only type of furniture; people slept, ate, and sat on them. Older carpets are expected to look worn. With usage, as the top layers of pile (in most cases wool) break, the pile looks shinier and smoother, and with light exposure the colors look more harmonious. With proper use, handmade carpets generally become more valuable. Remember that handmade carpets are not easily damaged, so enjoy your handmade carpet without any worries.

1. Follow the instruction below and you will enjoy your carpet for generations: Every two to three years wash the carpet professionally. It is important to have it washed professionally because as the carpet is used, dust, dirt and broken fiber get into the foundation. Do not take the carpet to general carpet-cleaning companies because the techniques and chemicals they use for wall-to-wall carpets may not be appropriate for handmade rugs.
2. In case of soft drink or alcohol spill, apply salt or baking soda to the spot for a few minutes to absorb the color of the drink. Then vacuum off the salt or baking soda. After vacuuming, use a wet towel to gently wipe the stain in the direction of the pile. You can wet the towel with regular or carbonated water. Be gentle: do not scrub the carpet.
3. In case of water spill, dry the wet spot immediately with a hairdryer on warm temperature. Try to dry both sides of the carpet if possible.
4. Vacuum or sweep your rug regularly. Use suction in the direction of the pile. AVOID USING A BEADER BAR since it will ruin the pile of the carpet. Be very careful so that the fringes do not get pulled or sucked in by the vacuum cleaner.
5. For old stains, take the rug to a professional handmade rug retailer. Do not try to clean old stains yourself.
6. Rotate your rug 180 degrees every few months depending on the extent of traffic. Rotation can be helpful since all parts of a rug can be exposed to light equally so that the colors fade evenly. When colors are exposed to the sun evenly, they become harmonious and the rug ages nicely, but if different parts of the rug receive unequal amount of sun exposure, overtime, one side might look over faded and one side too bright. Also, rotation can distribute the traffic evenly as well. All parts of the rug should be exposed to equal amount of traffic so that the pile wears evenly.

As a general rule, the safest recommendation we offer regarding cleaning any type of rug is to have it done professionally using the steam extraction method.

Be sure your cleaner knows how to clean your particular type of rug. Cleaning a hand-made oriental rug is very different from cleaning wall-to-wall carpet!

• Inspect the rug with the cleaner. Note existing stains and damage before it is cleaned.

• Get a signed receipt for the work to be done and a guarantee, if possible, that it will be done.

• Make sure the cleaner can afford an insurance claim should something go wrong.

Our consignment pieces are carpets that are held in an overseas location. Once your order is placed, X-Rug.com will confirm your order within 1-3 business days. Upon confirmation this carpet will be delivered within 2 to 4 weeks.

Pile refers to the material (fiber) used for weaving rugs. Only natural fibers are used in handmade carpets. The main pile materials are wool, silk and occasionally cotton. Sometimes, goat and camel hair are also used. In general, the same material is used for both by nomadic and village weavers.

Thickness of pile varies from rug to rug. It usually up to the weavers? discretion to trim the pile as he desires. However, as rule of thumb, city rugs are trimmed lower (almost one to one and half Centimeter) and the tribal rugs are trimmed longer (up to two and half Centimeter). City rugs usually are very creative in the nature of design and are full of curvatures and complex images. In order to show the design sharply the weaver must trim the pile low (if long they wool treads will mingle and will show a very messy pattern). However, the tribal rugs have very simple geometric design which can be trimmed longer. These nomadic people use the rug a tool of protection and they must be thick to prevent the cold to penetrate through the rug.

Foundation refers to the basic structural components of handmade rugs. These components consist of warps and wefts that is often cotton. Wool is used as a foundation material in some nomadic and village carpets because wool is readily available to these weaving groups. Silk is generally used in foundation of rugs with silk piles. Carpets with silk foundation and pile are very exceptional and expensive. These carpets are light in weight and are very finely knotted. Silk is a very good foundation material because it is very strong and keeps its shape.

Warp - Warps are vertical strands of fiber which stretch from the top to the bottom of the rug. Warps are an extremely important component because the knots are tied to them and the weft strands are passed (woven) through them. Even tension of all warp strands is essential in producing a rug without wrinkles.

Weft - Wefts are horizontal strands of fiber that are passed (woven) through the warp strands. Unlike the warps, wefts are not structured prior to weaving. They are added before and in between the rows of knots to secure the knots in place. Each side of the rug, where the wefts begin and end, is called selvedge.