Great Home Gallery Frequently Asked Questions (FAQS)
Click here to go to the Wood Tiles FAQ.
Sisal & Natural Fiber Rug FAQ CATEGORIES:
- SHIPPING AND DELIVERY
- PRICING AND PAYMENT QUESTIONS
- What is sisal?
- What is sisal wool?
- What is seagrass?
- What is mountain grass or hemp?
- What are the advantages of natural fibers?
- What sizes are your rugs available in?
- 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?
- How do I care for my sisal and seagrass rug?
- What are the advantages of the protectorant?
- 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?
- What is Great Home Gallery return policy?
- How do I return a rug?
What is sisal?
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).
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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. Sisal wool is made of 60% wool and 40% sisal.
What is seagrass?
Seagrass is a durable, economical plant fiber derived from tropical grasses. Our seagrass is imported directly from China. Seagrass reeds are thick and rigid. The non-porous skin 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. It is similar in texture to seagrass (reed-like) but because of the dryer growing conditions has a deep shade of brown.
What are the advantages of natural fibers?
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.
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What sizes are your rugs available in?
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. 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.
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”. Here are some guidelines for specific rooms:
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- Dining Rooms: Measure your dining room table, then add 54” to both the length and width to allow 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.
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 only and are not available in seagrass.
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 '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.
Will my rug need a rug pad?
Most of our rugs have a latex backing that provides padding and prevents curling and slipping. The sisal 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.
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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 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.
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 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.
Where should natural fiber flooring be used indoors?
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.
Can natural fibers be used outdoors?
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).
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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 brush-suction vacuum. Vacuum the carpet from different directions, making several passes over the area.
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.
Fresh Stains or Spills: These are easiest to remove while still moist. Immediately remove by blotting liquids with a white cloth and scraping up solids. If necessary, follow by dabbing with a white cloth dampened with club soda. 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.
Protecting Natural Fibers and Mountain Grass:We highly recommend that the natural fibers and mountain grass 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 protectorant in a "do-it-yourself" 32 oz. bottle.
What are the advantages of our protectorant?
Our protectorant is an acrylic polymer fabric and textile protectorant. Natural fibers and other fabrics treated with this protectorant will repell 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 protectorant to protect against spills and increase the life of your rug.
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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 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 at 612-366-5842. We are open Monday through Friday, 8:30 A.M. to 5:00 P.M. central 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 9x12. For rugs larger than 9x12, we will quote you on extra shipping charges.
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What methods of transportation do you use to ship?
We ship rugs up to 9x12 via UPS Ground. Rugs larger than 9x12 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.
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
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.
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PRICING AND PAYMENT QUESTIONS
How can I pay for my rug?
Most people pay by credit card. We also can accept checks for payment. We accept Visa, Mastercard 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?
To order or receive a price on a custom rug, you can call or e-mail us. (612-366-5842 or firstname.lastname@example.org). 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.
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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. Standard sized rugs with non-standard bindings may be returned for a 20% restocking fee. Non –standard binding includes all contrasting color bindings in narrow and wide cotton, all extra-wide cotton, 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 shipment. 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 with a 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.
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