FAQ
Client Services · Texture Haus
Ordering & Products
Are your rugs in stock?
Some pieces are available for immediate purchase, while others are made to order or custom produced. Lead times vary by collection and construction. Estimated timing will be noted on each product page or confirmed at the time of order.
Do you offer custom sizes or colors?
Yes. Many Texture Haus designs are available in custom dimensions, alternate colorways, and bespoke finishes. We also offer binding and border options on select styles.
Will my rug look exactly like the photos online?
We strive to represent colors and texture accurately; however, screens, lighting, and natural material variation can affect appearance. Slight variation is part of the character of quality textile products.
Do you offer trade pricing?
Yes. We welcome interior designers, architects, and qualified trade professionals. Please inquire regarding our Trade Program.
Shipping & Delivery
Where do you ship?
We currently ship throughout the United States and can accommodate select international shipments upon request.
How long will delivery take?
In-stock items typically ship faster than made-to-order pieces. Custom and specialty items require production time before shipping. Lead times vary by product and destination.
Do you offer white glove delivery?
White glove or inside delivery may be available on select oversized or premium orders. Please inquire prior to purchase.
Will I receive tracking information?
Yes. When applicable, tracking details will be provided once your order ships.
Returns, Exchanges & Warranty
Can I return or exchange my order?
Because many of our products are made to order, custom sized, handcrafted, or specially produced for each client, all sales are considered final once processing and production begin.
We understand that plans can occasionally change. We allow a 48-hour order processing window from the time your order is placed. If you contact us within this period, we may be able to accommodate an exchange, store credit, or cancellation request before production or fulfillment has started.
Please note that any approved cancellation or exchange during this window may be subject to:
- Non-refundable credit card processing fees
- Any design, sampling, or customization charges already incurred
- Applicable restocking or administrative fees, if relevant
After the 48-hour processing period, orders are typically committed to production and cannot be canceled, returned, or exchanged except in the case of an approved warranty claim or verified shipping damage.
We are always happy to help guide selections prior to purchase to ensure you feel confident ordering.
Cleaning & Maintenance
How do I care for my rug?
We recommend:
Vacuum regularly using suction only, without aggressive beater bars
- Rotate periodically for even wear
- Use a quality rug pad where appropriate
- Blot spills immediately with a clean white cloth
- Professionally clean as needed by specialists experienced with fine rugs
Can I use standard carpet cleaners or rental machines?
No. DIY shampoo machines, steamers, harsh chemicals, or over-wetting may damage fibers, backing, or dyes.
Do rugs shed?
Some natural fiber rugs, especially wool, may shed initially. This is normal and generally lessens with regular vacuuming and use.
Can sunlight affect my rug?
Yes. Direct prolonged UV exposure may cause fading over time. We recommend rotating rugs and using window treatments in areas of intense sun.
Installation & Use
Do I need a rug pad?
In most cases, yes. A proper pad improves comfort, extends rug life, reduces movement, and protects flooring.
Can rugs be used on heated floors?
Some constructions may be compatible. Please contact us before purchase for specific guidance.
Are these rugs suitable for commercial spaces?
Many are. We also offer hospitality and commercial-grade options for designers and project clients.
Terms & Conditions
Can I cancel an order after placing it?
Orders begin processing quickly. Once production or fulfillment has started, cancellations may not be possible.
Are dimensions exact?
As with handcrafted and textile products, slight size variation may occur. Tolerances are normal and not considered defects.
Are colors exact?
Dye lots and material variation can occur. Natural variation is part of the beauty of textile products.
Do prices change?
Prices, freight, tariffs, and availability may change without notice prior to order confirmation.
Is shipping included?
Shipping charges, delivery upgrades, taxes, and applicable fees may be quoted separately unless specifically stated otherwise.
Need Assistance?
We believe in thoughtful service and real guidance. For product recommendations, custom sizing, trade inquiries, or care questions, please contact us directly. We are here to help you make the right selection with confidence.