Catalina Rug Service F.A.Q.
1) How can I purchase the perfect rug from CatalinaRug.com?
Start by using the rug finder and choose your selected price, width, length, and style of rug and press the SUBMIT button.
To browse more rugs you can select from the CATEGORIES menu on the left hand column.
Once you have found your ideal rug click on the ADD TO CART button to proceed to your shopping cart. If you are already a member simply use your username and password to login. If you are not a member use the registration form to become a member. Fill out the required fields including your shipping, biling, and credit card information. After logging in or becoming a member, you will see your selected rug in your shopping cart. You can edit your cart at this point, continue with the checkout process, or continue shopping. Once ready to checkout, press the CHECKOUT button and review your information on file. If all information is correct confirm you order by clicking SEND AND PROCESS.
2) How does our pricing work?
We’re often asked how we can afford to offer these fine, hand-knotted Persian rugs at such affordable prices. The answer is simple... at CatalinaRug.com there are no middlemen. In North America there are generally six to ten layers of middlemen between them and the source of the rug and this adds significantly to the price. Our buy-direct / sell-direct philosophy means that we eliminate most of these middlemen and bring the rug to you at a price lower than the wholesale price most rug dealers pay.
3) What methods of payment does CatalinaRug.com accept?
For your comfort & convenience, CatalinaRug.com accepts a wide variety of secure payment methods – both online and off. We currently accept Visa, MasterCard, American Express, Discover, Chaser Check, Wire Transfer, Personal Check, and PayPal.
4) How can I be sure that both my credit card number and personal financial information is kept safe when making a payment to CatalinaRug.com?
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.
5) How do I view my orders?
From the homepage of the site, select My Account from the left hand side menu and enter your email address and password. A selection of options will be presented, check “ORDERS” or "ORDER STATUS" to track your order.
6) What shipping options are available to me as a CatalinaRug.com customer?
CatalinaRug.com uses UPS as its primary source of transport. CatalinaRug.com 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, qualify for free shipping within US.
7) How much will I have to pay for shipping?
Free shipping is available on all orders shipped via UPS Standard Shipping option to addresses within US, excluding AK and HI.
8) Do you ship to APO/PO Boxes?
We regret that at this time we are unable to ship our products to APO or PO Box addresses.
9) How long does shipping take?
For those orders shipped via ups Basic Ground to residences within the US, you may generally expect your delivery to arrive within 5 business days of order processing. Please note that consignment orders held in an overseas inventory may take longer to arrive.
10) Can I track my order while in shipment? How?
After you have placed your order, you will receive a confirmation email from CatalinaRug.com. Once your order has been shipped, we will contact you again with the necessary shipping/tracking information. You may use that information to login at the UPS website to track your shipment by confirmation number OR click on the link provided on CatalinaRug.com homepage.
Alternatively, you may login at CatalinaRug.com to check the status of your order. From the homepage of the site, select My Account at the top of any page and enter your email address and password. A selection of options will be presented, check “ORDERS” or "ORDER STATUS" to track your order.
11) How is my rug packaged for safe shipment?
Your rug will arrive tightly and carefully wrapped to best preserve it during its journey from CatalinaRug Inc, to your door. While wrapped in its original packaging, the rug 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 rug is folded up as small as possible before being rolled up tightly for safe packaging and shipment.
12) What happens if my rug is damaged or lost while in transit to me? Who is responsible?
Because of the way our rugs 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, CatalinaRug.com 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 CatalinaRug.com in order to cover the cost of such loss in the rare case this should occur.
13) When I un-wrap my rug I see slight folds & creases. How can I get rid of them?
Because your rug has been folded and/or rolled up tightly for safe and efficient transport, you’ll note that in some cases the rug may curl along edges, or show creases along lines where it has been folded. Never fear- to remove the ‘curl’, simply place something heavy (but safe!) like a stack of books on the curling edge. After a few days, the rug will lay flat, as it should. Ridding your rug of any creases is even easier. Simply allow for regular traffic over the rug, and creases will be put to an end shortly following its debut.
14) What if I don’t like the rug after I receive it?
Customer Satisfaction is our #1 goal at CatalinaRug.com. We stand behind every rug we sell. Your satisfaction is completely guaranteed with our 30-Day Satisfaction Guarantee. If, for any reason you are not 100% satisfied with your purchase, return it within 30 days and we will exchange it or refund the purchase price, whichever you prefer. Please Note: It can take up to 5-7 days for a credit to appear or 8-10days to receive a refund check.
Shipping costs on all returns going back to the CatalinaRug.com warehouse are the responsibility of the customer except in cases where the rug may be defective. We recommend that packages be sent back to us with UPS Ground 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 . 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 SKU number of the rug 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 rugs that have been visibly damaged or soiled. No refunds will be given after 30 days.