We guarantee that you will be 100% satisfied with your new nuLOOM rug. The first thing we suggest is that you verify that you received the correct size, color and design of rug that you ordered. After inspecting, remove your rug from its original packaging and allow it to be exposed to as much fresh open air as possible. You rug may also be subject to some normal irregularities. Please see our “Rug Care” section for tips and tricks on how to get the most out of your new rug!

Your new rug has been waiting for you! Which means it may have been sitting for a short while wrapped up in its manufacturer packaging and retain some unfamiliar smells, the same way that t-shirt from your attic might give off a particular odor. Don’t worry though, because this is a natural occurrence that will pass with a few easy steps:

Ventilation: The best way to get rid of unfamiliar odors is to put your rug into contact with fresh open air. If possible, hang your new rug outside on your patio or lay it out flat if the weather conditions are dry and avoid any type of damp conditions. If you don’t have access to a large enough outdoor area, open any windows or doors for up to 72 hours or as long as possible until the odor fades out.

AC, Heater and Fans: In addition to contact with fresh air, use your AC, heater or fan to increase ventilation and air circulation. Make sure to keep windows and doors open for up to 72 hours or as long as possible until the odor fades out.

Vacuuming: (See section on vacuuming to know which setting to use) Vacuum your rug right away after unpackaging, regardless of odors, as there may be loose debris or remnants. Try vacuuming every other day on a low setting until odor fades.

Baking Soda: Baking Soda is a natural odor absorbant. Note that not all rugs will react to baking soda the same way, so use with precaution. Place a light layer of baking soda across your rug and let sit for up to 2 days, then vacuum immediately. If the scent still persists, you may need to re-apply a second time.

Steam Cleaning: This should only be used as a last resort, and not all rugs react to steam cleaning the same way. We recommend if you choose to steam clean, that you consult with a professional cleaning service and let them know what material your rug is before applying this step.

You’ve come to the right place! nuLOOM.com is the best place to find all of our best and newest collections, if a rug you’ve had your eye on is still in stock, or find out more about a product before you make your purchase elsewhere. To stay up to date, sign up for our email list for subscriber-only discounts and new product announcements.

If you are unable to locate any item or should you need assistance please email us at info@nuloom.com and one of our customer service representatives will be happy to help you!

We do not offer an extended warranty on nuLOOM products ordered from nuLOOM.com. If for whatever reason you are not fully satisfied with your purchase you may send your unused items back to us in the same manner they were received within 30 days. We do not accept any returns after this time period.

You can track your order by following the link here

We do not price match our rugs on any other site.

We do not provide samples of our rugs.

There are many benefits to using a rug pad for both hard surfaces such as wood, tile concrete and soft surfaces like carpeting. Rug pads allow you to:

1. Keep the rug firmly in place with no slippage
2. Provide an extra layer of cushion, which some may prefer especially under very close pile rugs
3. Reduce friction on the surface of the rug which can reduce shedding, especially on wool pile rugs

Check out our Premium Eco-Friendly Rug Pad here!

All of our rugs are child and pet-friendly and do not use any harmful chemicals. nuLOOM also does not use any flame retardant chemicals. 

The images we display have the most accurate colors possible. Please keep in mind that color variances may occur with handmade items. In some instances, patterns may vary according to size as well. These are not considered defects. 

To exchange one of our rugs, please contact the retailer you purchased from such as Amazon, Houzz or Overstock. 

If you ordered directly from nuLOOM.com, use this link here and fill out our Easy Returns page to start the returns process. Click here to find out more about our return policy.

While we cannot facilitate a return or exchange from other retailers, we will try our best to help you locate where your order originated from and get you on your way to exchange or return your rug. Please use our contact form and provide us with as many details from your purchase as you can. All inquiries will be handled on a case by case basis.

If there was an error made with the nuLOOM product delivered to you from a retailer other than nuLOOM.com, please contact the retailer directly. If you ordered from nuLOOM.com please fill out our contact us form and we will work with you on getting the product you ordered.

Knowing the material and weave of your rug is the first step to making sure you get the most out of your new purchase. Look at the label on the back side of your rug and be familiar with the cleaning instructions issued if applicable. 

Here are some simple ways to minimize indentations caused by furniture and protect your investment in your new area rug:

Furniture Coasters: This is the easiest and most cost effective way to prevent dents in your rug if you know that furniture will be placed on top for long periods of time

Moving Your Furniture: Regularly rotating or moving your furniture will also prevent damage and dents, even if it’s just a few inches to the side.

Steam Cleaning: A more expensive solution and not recommended for all rug types, but for rugs that already have indentations, steaming the fibers will rejuvenate your rug and lift the imprints while also giving it an extra sheen. 

Ice Cubes: Spreading out some ice cubes to affected areas and allowing cold water to penetrate into your rug will help alleviate the indentations. After about 20 minutes or so, use a moderately sized comb to spread apart the fibers and place a fan blowing towards your rug until dry. 

Combing: You may be able to get the fibers loosened and standing up by using a comb or edge of a coin. After loosening, vacuum the entire rug. 

You may see some creases and bunching in the pile and around the corners when you unroll your new rug. These waves will flatten within 2 -3 weeks as you begin to use your new rug. Use these tricks to help flatten your rug:

Back Rolling: Roll the carpet out, then roll it back up reversely with the backside up. Let it sit rolled up reversely for a day or 2, or until it flattens out.

Heavy Objects: Lay a piece of heavy furniture or objects on affected areas for a day or 2, or until it flattens out. If the corners are sticking up, curl them back and place heavy objects on affected areas going the opposite way.

Heat: Use this technique as a last resort only. Place the rug over a cleared concrete or area like a driveway or sidewalk setting during dry sunny conditions. Allow the rug to be positioned for optimal sunlight as long as possible to give the rug time to absorb the sun's heat for up to 2 hours, but use more time if needed.

Blow Dryer: If a large concrete patch with optimal sunlight is not accessible, flip the rug over and use a hair dryer to affected areas to heat up the creases. Always hold the hair dryer 7 to 12 inches away from the rug going side to side on a medium setting, as heat can sometimes cause backing to melt.

Wool rugs will shed temporarily after the initial unwrapping. This is a natural occurrence due to the use of pure wool fibers in the construction of your rug. Shedding will go down over time. Here are some tips to get the most out of your shag rug:

Use a rug pad to reduce friction

Vacuum a new wool rug 1-2 times per week for the first month

Always vacuum in the direction of the pile, not against it

Always clip loose ends with scissors and never pull threads

Sprouts that appear on the surface of the rug should be snipped at level. Do not pull the fiber out.  

Routine vacuuming is the most important step in maintaining the life and beauty of your rug. It is recommended that you have area rugs professionally cleaned every 1-2 years to remove deep set dirt in high traffic areas. Otherwise, attentive vacuuming will significantly extend the life of area rugs.

• Vacuum regularly. Do not use a beater bar attachment. If you cannot remove the beater bar, raise it as high as possible and vacuum carefully.
• Use the lowest available setting to prevent loose ends from sticking out. If this happens, do not pull strings and clip the edges with scissors. 
• If you own a natural fiber rug, be sure to vacuum the area underneath the rug periodically. 

There’s nothing worse than coming home and seeing what surprises your pet left on your rug after a long day at work. Fear not! There are some simple solutions to bringing your rug back to life that we've outlined in this FAQ. 

Spills: Use a clean cloth and hold firmly immediately after the spill to absorb as much of the liquid as you can. Make sure to not rub the stain deeper into the material as this will cause the spill to spread out even more and make it more difficult to remove the stain. 

Stains: If time has passed since the stain appeared, make a mixture of room temperature water, a mild detergent and white vinegar and apply the foam at the top of the mixture with a clean rag. Let it sit for 20 minutes and remove with a wet rag. 

Pet Stains: Absorb as much of the affected are as you can with a paper towel, then apply a light coat of baking soda over the stain. Wait 10 minutes then apply a layer of pet stain remover (read directions on the pet solution before applying) and lightly scrub until you see the stain begin to disappear. Let it sit another 10-20 minutes and finish by vacuuming up remaining substance. 

***Please be advised that we always recommend professional rug cleaning and any cleaning techniques listed above above are only suggestions***

For short to medium pile area rugs, use a bristled carpet brush or sweeper. Sweeping is the best solution for outdoor rugs.

The best way to get rid of debris for rugs that are easy to handle is to take them outdoors and shake them until you stop seeing debris fall from your rug. Hang over an outdoor railing and swat the back of your rug with a broom or rug beater.

High traffic areas in your home will cause wear faster on your rug than those in lesser tread-upon locations. Rotating a rug every few months will distribute normal wear from foot traffic significantly. We also recommend using a rug pad on both hard and soft flooring surfaces.