FAQ
Frequently Asked Questions — The Native Rugs
About Our Rugs & Craftsmanship
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Where are The Native Rugs made?
All our rugs are handmade in India by skilled artisans. They are produced in established weaving clusters known for traditional rug-making.
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What materials do you use in your rugs?
We primarily use natural materials such as wool, cotton, jute, and viscose. Material details are clearly listed on each product page.
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Are your rugs handmade or machine-made?
Our rugs are handmade, including hand-knotted and hand-woven constructions.Minor variations are natural and part of the craftsmanship.
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What does hand-knotted mean?
Hand-knotted rugs are made by tying individual knots by hand. This method is time-intensive and known for durability and detail.
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How can I tell if a rug is truly handmade?
Handmade rugs show subtle variations in weave, texture, and finish. These differences are signs of authentic craftsmanship.
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What is knot density, and why does it matter?
Knot density refers to the number of knots in a given area. Higher density usually allows for finer patterns and longer production time.
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Do you use natural or synthetic dyes?
Depending on the design, we use both natural and synthetic dyes. Specific dye information can be shared on request.
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Are your rugs suitable for high-traffic areas?
Yes. Dense wool rugs are especially suitable for high-traffic spaces. We can help guide selection based on your needs.
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Custom Rugs & Design Options
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Do you offer custom sizes or designs?
Yes. Many of our rugs can be customised in size, colour, and pattern.
Can I customise colour or pattern?
Customisation options depend on the collection and construction. Please contact us with your requirements.
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How long do custom rugs take to make?
Custom rugs typically take longer than stocked items. Lead time varies based on size and complexity.
Are custom rugs returnable?
No. All custom and made-to-order rugs are final sale and non-refundable.
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Trade & Professional Orders
Do you work with interior designers and trade buyers?
Yes. We work with interior designers, architects, and retail partners.
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Do you offer trade pricing?
Trade pricing is available for approved professionals. You can apply through our website or contact us directly.
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Is there a minimum order quantity?
There is no strict minimum for most standard designs. Some custom projects may have minimum requirements.
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Can I request samples or swatches?
Yes. Samples or swatches may be arranged, subject to availability.
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Shipping & Delivery
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Where do you ship?
We ship across North America.
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Who do you ship with?
We use trusted carriers including FedEx and DHL. A valid street address is required for delivery.
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How long does shipping take?
In-stock rugs ship within 1–3 business days. Delivery usually takes 3–10 business days depending on location.
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Will I receive tracking information?
Yes. Tracking details are provided once your order is dispatched.
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Returns, Refunds & Cancellations
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What is your return policy?
We accept returns on standard stocked rugs within 30 days of delivery, provided they are unused, undamaged, and in original or equivalent packaging.
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Can I return a rug if I don’t like it?
Yes, if it is a stocked rug and the return is requested within 30 days. Custom rugs are not eligible for return.
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How do refunds work?
Refunds are processed within 3–5 business days after inspection. Original shipping charges are non-refundable.
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Who pays for return shipping?
Return shipping is the customer’s responsibility unless the return is due to an error or defect.
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Can I cancel or change my order?
In-stock orders can be canceled before dispatch. Custom rugs can only be canceled within 24 hours of ordering.
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Damage, Care & Longevity
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What if my rug arrives damaged or incorrect?
Please notify us within 7 days of delivery. We will handle the courier claim and arrange a replacement or refund.
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Do wool rugs shed?
Yes. Some shedding is normal, especially at first. This reduces over time with regular vacuuming.
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How do I care for my rug?
Vacuum regularly and clean spills immediately. Professional cleaning is recommended for deep cleaning.
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Should I use a rug pad?
Yes. A rug pad improves safety, comfort, and longevity.
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How should I store a rug long-term?
Store the rug rolled in a dry, ventilated space. Avoid folding or long-term plastic wrapping.
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Payments & Pricing
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What payment methods do you accept?
We accept electronic bank transfer, cheque, and cash on delivery (where available).Credit cards and PayPal are not currently supported.
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What currency will I be charged in?
Prices are shown in USD or CAD depending on the shipping destination.