support@uniqueloom.com   1-800-765-6958
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support@uniqueloom.com 1-800-765-6958

FAQ

Ordering

How do I purchase a rug?

Unique Loom sells to consumers and trade professionals (retail stores and Interior Designers). If you are a member of the trade, you can apply for a Wholesale Account to access pricing and purchase a rug.

If you’re a consumer, please click here.

Is there an Order Minimum?

There is no order minimum for retail shoppers, however wholesale shoppers will have a minimum opening order of $500.

Do you offer custom sizes?

Yes, you can find all of our custom rugs here.

Shipping & Returns

Can I track my order?

Once your order has shipped you will receive an email with your tracking information.

How much does shipping cost?

  • $15 shipping per rug for sizes smaller than 7'11 wide
  • $25 shipping per rug for sizes 7'11 and wider
  • $15 shipping per rug pad

What is your return policy and how do I start a return?

At Unique Loom our goal is to keep our policies as simple as possible for you, our valued customer.

We offer a generous 30-day return for all non-defective items, 10 days for defective items and 7 days for claims on damaged or lost items. Only returns or claims made prior to these respective time periods will be reviewed. If upon return, Unique Loom determines there is damage or defect due to usage, the customer will be responsible for the cost of the rug plus all shipping charges.

We do not charge restocking fees for our machine woven products that are returned in new condition within the time limits set forth. For all One-of-a-kind rugs you will be assessed a restocking fee of 5%.

ALL RUG PADS ARE NON RETURNABLE.

Return shipping for any non-defective merchandise is the sole responsibility of the customer.

Please contact support@uniqueloom.com or call 1-800-765-6958 with your order ID number along with the email address associated with the order.

General Information

How do I check what is in stock?

For inventory questions, please contact your Account Representative.

Where are your locations?

Showroom locations:
High Point - Market Square 240
Las Vegas - World Market B-424
Dallas - Design Center 112

How do I receive a catalog?

We have brochures available for all machine-made rugs. To request a copy, contact support@uniqueloom.com.

Limited Warranty

Unique Loom provides a one-year limited repair or replacement warranty for their exclusive rug collections against manufacturing defects from the date of delivery to the original seller. To file a warranty claim please contact your Unique Loom Authorized dealer (Amazon, Wayfair, Bed Bath and Beyond, etc).

This is a limited warranty and contains specific exclusions and limitations. The warranty is only applicable to products placed in use indoors and in environments maintained at normal temperature and humidity. It does not cover tears, burns, cuts, pulls, or other damage, deterioration, stain, loss of color or appearance caused by abuse, or improper or inadequate maintenance.If a manufacturing defect has been identified upon receipt of rug, or develops under normal conditions of use, Unique Loom will repair or replace the damaged rug, at their option, without charge.Liability and remedy by Unique Loom under this warranty is limited to actual repair or replacement. Unique Loom’s total liability shall not exceed the invoice amount to the original seller. Unique Loom is not responsible for bodily injury, property loss or damage, removal or relocation of furnishings, or any incidental or consequential damages or costs associated with repair or replacement. The original receipt is required for proof of purchase, and is not transferable

EXCLUSIONS:

This warranty does not cover any damage due to surging, or to fringe resulting from clips that may be used to suspend rugs on a display rack. PLEASE NOTE: Attempting to clean your rug with a wet process of any kind, including, but not limited to, hot water extraction, carpet shampooing, or commercial aerosol foam products intended for broadloom carpet may permanently damage your rug and will void your warranty.There are outside elements that may affect your rug’s appearance over time. Many of these conditions are not covered under this warranty. These conditions are normal and are not considered manufacturing defects. These include, but are not limited to the following:

  • Given to the use of natural fibers and dyes, color and texture may vary slightly from specification samples or from one rug to another.
  • Roll marks are caused by rolling the rug for shipment, but will normally disappear with routine vacuuming. Rolling the rug for shipping can cause seam peaking. Carefully rolling your rug in the opposite direction will minimize this problem, and it should disappear after a few weeks.
  • Shedding is normal for new rugs, especially those with cut piles, and will decrease significantly with routine cleaning.
  • Small filaments of yarn that dislodge and gather on the carpet surface, especially in busy areas, may cause piling and shedding, and this will also minimize with regular vacuuming.
  • Matting and crushing can occur in all rugs, especially at pivot points and traffic paths. Regular and proper maintenance help to minimize these characteristics.
  • Highlighting and shading, particularly in cut pile rugs, result from light reflecting at different angles on the surface.
  • Watermarking or pooling is caused by the reversal or bending of carpet fibers so that light is either absorbed or reflected from the surface.
  • Occasional sprouting, pulls, or loss of single tufts of fiber is normal. Simply trim the tuft with sharp shears and vacuum.
  • Ridges or rows may develop in high-traffic areas.
  • Exposure to sunlight, humidity, heat, oxides and other atmospheric gases may cause color changes.