FAQs – Shipping & Returns
Complimentary Shipping and Handling
Truckee Mountain Rug Co. will carefully wrap your purchase with the pile facing inside to protect your rug during shipping. Merchandise is shipped within five working days of payment.
We offer you peace of mind to enjoy a rug in your home for up to two weeks. As you will see, it takes a little time to get to know your rug; pattern details will make themselves known, and as light quality changes throughout the day, your rug will almost change color before your eyes. However, if you are not perfectly satisfied with the rug, please return it within two weeks for a complete refund. Rugs returned after 14 days will receive a credit towards the next rug purchase. If rugs are returned soiled or damaged, cleaning or repair charges will be deducted from the refund.
Clearance Items are sold as is. No exchanges or returns will be accepted.
Rug Accessories must be returned within 14 days of delivery if the packaging has not been opened. These items are subject to a 25% restocking fee.
IMPORTANT: Our store location does not accept returns. Please email (firstname.lastname@example.org) or call (916-652-4136) for return shipping information. We will provide specific instructions about how to return your items. Please note that clients are responsible for return shipping charges. Merchandise must be returned in sturdy packaging that will prevent damage during transit.
When should I clean my rug?
The best way to protect your rug is to keep it from getting dirty in the first place. It is a good idea to remove outdoor shoes when entering the house (as people do in most rug-weaving countries) if this accords with your lifestyle. Wearing socks is much gentler to a rug than hard outdoor shoes or heels, and leaving your outdoor shoes at the entrance to the house tracks in much less dirt.
Have your rug cleaned only when necessary. Ask yourself a few questions about your living habits: do you live in a rural or urban area, do you have indoor pets, young children, and do you wear your shoes in the house? Depending on your lifestyle, rugs may need cleaning every one to three years.
To judge how dirty a rug is, try this method:
Pick up a corner of the rug and see if there is dirt or grit accumulated on the pad or floor. Then, still holding the corner, kick the back of the rug sharply. If a cloud of debris flies out of the pile, the rug is dirty and needs cleaning. NOTE: some dust and wool fibers are normal!
Four simple steps to preserve and protect your Oriental rug investment:
Step 1: Re-position your rug 180 degrees every six months. This will allow for even wear of the pile, and prolong the life of your rug. Re-positioning will also permit you to inspect your rug, carefully checking under the rug, pad, and floor for evidence of parasites such as moths or carpet beetles. This is a great opportunity to clean your floor as well>
Step 2: Vacuum very carefully. Vacuuming should be done with a vacuum utilizing a beater bar only or just suction- no brushes. Also, be careful not to catch the fringe in the beater bar. If vacuuming is done by someone other than you, be sure to give them proper instructions. Again, always be alert to infestations of any kind. Rugs that are left in areas of low traffic for long periods are prone to pest problems so be sure to pay special attention to any carpets you have down in areas such as guest rooms and hallways that aren’t used often.
Step 3*: Spot clean when necessary. If there is a spill or other problem, time is of the essence!
Step 4: Wash rugs thoroughly every one to three years. Careful hand-washing of rugs should only be done by Oriental rug cleaning professionals. Truckee Mountain Rug Co. provides cleaning, repair and restoration services to clientele in the Sacramento, California area. Never entrust your investment to an on-location cleaner or one that uses machines. Improper surface cleaning drives soil deeper into the wool fiber, making it more difficult to remove. That’s because natural fibers are extremely absorbent, taking any kind of liquid deep inside the yarn. Also, the harsh chemicals and high heat used with commercial methods could very likely damage your investment. When rugs are immersion-cleaned by professionals, they are allowed to drink in as much cold, soft water as possible. This will allow every square inch of the rug to be rinsed, flushed, and groomed to be free from contamination and abrasive soil. It also enables the foundation to be cleaned, which is very important to the life and value of the rug.
Remember to take good care of your precious rugs, and they will provide you with decades of beauty, comfort and luxury.
Rug First Aid/Spot Cleaning
Always try to work on the spill to minimize the affected area.
Spot Cleaning Solution:
• 1/4 cup white vinegar
• 1/2 tsp liquid dish washing detergent
• 2 cups tepid water
Most Oriental rug dyes are acid-fast. By adding a little white vinegar to the wash water you make the wash water more acidic, and this reinforces the bond between the dyes and the wool in the rug, and so helps prevent the colors from running.
Food spills/Pet urine
Of the most common stains, urine presents the most severe problem. It can cause severe color run in the rug, and the odor can be very hard to remove or disguise. Urine can also chemically damage the structure of a rug by making the foundation hard and less supple, and the presence of urine in a rug can help attract moths. Pets like to use the same spot, and repeated wettings can cause the foundation of the rug to lose mechanical strength to the point where the rug cracks and breaks when rolled or folded.
In case of a food spill or urine on a rug, the problem is much more easily handled if the spot is treated promptly, before the spill is allowed to dry. Blot up as much liquid as possible with paper towels or a clean, white cloth. Try to rinse out as much of the spill as possible.
A smaller rug can be taken outside and rinsed with a hose and cool water; try not to saturate the whole rug- it will take much longer to dry if you do. With a larger carpet, the corner or edge can be laid in a plastic container and saturated with cool water. If the problem is near the middle of the rug, place a large pail or container under the stained area of the carpet. Make a hollow in the carpet over the container and pour cool water through the rug. Add about 1 cup of white vinegar per gallon to the rinse water- vinegar helps prevent colors from running and will help neutralize the urine odor. Remember; don’t exceed the capacity of the container under the rug!
After the rug has been rinsed, blot dry and sponge with rug shampoo or with the solution given above. It is very important to let the rug dry thoroughly to avoid fungus or mold. Drying a wet area of a larger carpet can be hastened by arranging the carpet so that air can circulate both top and bottom- drape the end of the carpet across a lawn chair, or put a sawhorse or painted bench under the rug in the area of the wet spot.
Finally, sponge the area with cool, clean water to finish. Use absorbent towels or a firm, non-shedding sponge. Don’t scrub hard at the pile, and sponge in the direction of the nap. Place some towels under the spot to keep the floor or pad from getting wet. Dry thoroughly. When the nap feels dry, check the back of the rug to be sure the area is completely dry. If cleaning the rug has disturbed the pile, you may use a soft brush to realign the fibers, but don’t use a brush so stiff that it pulls fibers from the pile.
Pet Stool, Regurgitation
If a pet regurgitates on a rug, you are faced with removing a complex mixture of foodstuffs, saliva, and stomach acids. Depending on the foods involved, this mixture can actually work to stain the pile a different hue. If a pet regurgitates or defecates on a rug, clean the area immediately by picking up as much material as possible with paper towels or with a clean, white cloth. If necessary, use a tablespoon to scrape up all the foreign material. Blot the area dry and immediately sponge several times with rug shampoo or with the cleaning solution listed below. Don’t scrub hard- too much manipulation of the pile can spread the stain. Sponge the pile in the direction of the nap. Rinse and dry according to the above recommendations.