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Khazai Oriental Rugs Outlet - Frequently Asked Questions

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About Rugs

About Policies

Q. What factors go into the price of a rug?

A. What a rug costs depends on labor, raw materials, size, and whether the rug is hand-made or machine-made

Q. What materials are used to make rugs?

A. Rugs are made from many different materials and fibers – wool, silk, cotton are natural materials -- some rugs are manufactured with synthetic materials.

Q. What types of construction are there for rugs?

A. Types of construction include Hand Tufted, Hand Hooked, Hand Knotted, Flat Woven, Braided and Machine Made.

Q. How do you determine the length of the pile of a rug?

A. The higher the knot count per square inch, the shorter the pile because the design needs to be brought out. For example, silk rugs with 900-1000 knots per square inch are trimmed very closely because that makes the design clearer and more vivid. Rugs with fewer knots per square inch have higher pile.

Q. Will my rug stain or fade?

A. It can over time, depending on its material and fibers. There are instructions for every rug you can use to help avoid stains and fading. You can also read our Cleaning Tips page.

Q: Are the colors on your website accurate?

A: Our digital images display the most accurate colors possible. Nonetheless, differences in computer monitors and differences in dye lots make for variations in color between the actual product and your screen.

Q. Why do Oriental Rugs have fringes?

A. The fringes are actually the ends of the warp threads that run vertically from one end of the rug to the other to form the structure of the rug. They are knotted to prevent the warp and weft from unraveling.

Q: What are your shipping costs?

A: At ORO, shipping is always FREE to the contiguous United States. An additional, non-refundable processing and handling fee of _______ will apply to orders shipped to Alaska, and Hawaii. If you are shipping your package to Canada, please be advised there is a 15% shipping charge, and you will be responsible for any duties, brokerage and customs fees due upon delivery.

Q. How do I decide what type of rug is right for my home?

A. That will depend on your personal preferences, décor, style, and to some degree where in your home you plan to use the rug.

Q. How do I use an area rug to decorate?

A. The colors, pattern and texture of your rug can define the look and feel you want for any room…or complement your existing décor.  Area rugs help to add art, style, comfort, and safety to your home.

Q. What if I can’t find the right rug for the space I have?

A. With the wide variety of rugs we have in our online catalog, it would be unusual not to find something that would fit. However, if you can’t find what you’re looking for please email us and we will do our best to update our merchandise as soon as possible.

Q. What size rug should I look for for my dining room?

A. Typically, an 8 x 10, 8 x 11, or 9 x 12 --depending on the size of the room.  As a rule of thumb, allow at least a foot and half for the chairs in addition to the table size.

Q: What are my shipping options?

A: We typically ship with UPS or FedEx ground service; however, items that are too large or heavy to ship with ground couriers will be shipped via UPS Freight or other common carriers. 

Q. What are the standard area rug sizes?

A. The most common rug sizes are 4’ x 6’, 5’ x 8’, 8’ x 10’, and 9’ x 12’, but we carry many other sizes to fit your any of your needs.

Q. What if I need a really big rug?

A. 10’ x 14’, 12’ x 15’, 12’ x 18’, and 13’ x 21’ are sizes of some of the larger sized rugs. These are often referred to as Palace Size or Mansion Size Rugs.

Q: Are the sizes listed on your website accurate?

A: Machine made rugs are usually made to a very specific size, but hand-made rugs sometimes vary from the published dimensions. We do our best to provide you with an accurate measurement, but please be advised that some variations exist and this is not a manufacturing defect. 

Q. What special shapes do rugs come in?

A. Rugs come in many different shapes, including round, square, oval, rectangle, hexagonal, and others.

Q. Do rugs come in solid colors?

A. Yes, at ORO we carry a variety of solid colored rugs.

Q. If I’m planning on redecorating a room, should I buy my area rug or furniture first?

A.  We think it’s best to start with the rug; a rug acts as the foundation for the look of the room and then you can work your way up from there.

Q. How do I know what style to choose?

A. Style is a subjective and personal decision.  You can browse through our style option to find the style you want.

Q. What are the primary benefits of an rug?

A. There are many. Rugs make hard surfaces softer, cold rooms warmer, noisy rooms quieter, and also reduce dust and dirt in the air.

Q: How do I track my order?

A: We employ the latest technology on our website to help you track your order. If you have registered, you can click on “My Account” and enter your User ID and password to access your order history. Additionally, you can always call our Customer Service department or send us an email to sales@ORO.com and we will update you on the progress of your order.



Q. What kinds of rugs are safe to put on hardwood floors?

A. Any type of rug is safe for your floor, but we always recommend using a rug pad which will help prevent any unwanted scratches or marks.

Q. What is the most durable fiber for an area rug?

A. All hand-made rugs offer high durability, regardless of the specific materials.

Q: Is it normal for my rug to shed?

A: New rugs often shed yarn fibers for up to three months. Vacuum regularly to pick up these fibers and keep the rug looking fresh and clean.

Q. What is the difference between a carpet and an area rug?

A. A carpet serves as the actually flooring for a specific room, usually from wall to wall. A rug sits on top of a hard floor or carpet.

Q. Does ORO have any licensed designer rugs?

A. Yes, we carry numerous brand name designer rugs.

Q. Does ORO have any children's rugs?

A. Absolutely.   We carry a wide variety of kid’s rugs.

Q. Does ORO carry runners for stairs and hallways?

A. Yes, we carry a wide range of rugs for stairs and halls. Browse through our stair and hall rugs also known as runners.

Q. What is standard width of stair runner?

A. The standard size for a runner is 27”, but because homes may have wider staircases, we carry them in 31”, 36”, or even as wide as 48”.

Q. Is my rug vulnerable to sun fading?

A. Yes. Depending on the material of the rug, it may fade in the sun. If your rug will be in direct sunlight for part of the day, we recommend turning it several times during the year so it will fade evenly.

Q: Do you ship internationally?

A: Currently, we only ship to addresses in the United States, Canada and Puerto Rico. We cannot ship to PO Boxes or APO Boxes.

Q. What type of rug would work best for an entryway?

A. In a high traffic area, a flat braided rug made from polypropylene is recommended. Flat braided rugs are very durable, and the artificial fiber polypropylene is stain resistant. Since it is a smooth fiber, dirt sits on the surface so it doesn’t require professional cleaning and you can easily vacuum or rinse the rug.

Q. In my home the living room and dining room are one big room; do I need to use a similar rug in both areas?

A. That’s a personal decision based on your  personal taste. Some people use the same rugs in both rooms; others select different rugs that complement one another.

Q. Does a latex backed hand hooked rug, still require a rug pad?

A. Hooked rugs are specifically latex backed to enhance durability. The backing helps to secure the wool and gives the rug more body. However, this backing does not help keep the rug in place. Only a rug pad will protect your rug from sliding..

Q. Should I pick a rug that’s the same color as my walls, curtains, and furniture?

A. Again this is a question of personal preference. Most often you want a rug that matches some part of the room.  If you have a specific color theme you are looking for, you can search rugs by color on our website.

Q. How should I decide between a rug with a continuous pattern and one with a central medallion?

A. If you already have a specific focal point in the room -- like a fireplace – a continuous pattern would work best because it won’t compete for attention. On the other hand, if you want the rug to be the focal point then a central medallion might be good choice.

Q: What is your return policy?

A: All items have a 30 day return policy which begins the day your merchandise is delivered. If you wish to return your item, simply return your item within its specified return policy trial period for a refund of the purchase price. For a return to be accepted, the item(s) must be in original condition and packaging. Return shipping costs are the responsibility of the customer.

NOTE: VISIBLE DAMAGE: If the packaging show visible signs of damage, open it immediately to check the contents. Ask the driver to inspect the contents with you. Write a detailed description of the damage on both your copy and the freight carrier’s copy of the delivery receipt. If this merchandise is damaged beyond repair, then you should REFUSE delivery.  If you feel like this merchandise is acceptable with the noted damages, you should accept the merchandise and determine if this merchandise can be retained with an allowance.

Unpack and inspect your shipment as soon as possible after delivery,  Should you discover concealed loss or damage, report it to the freight carrier immediately and request an inspection within 15 days of the delivery date. Until you receive your inspection, please leave the containers and packing materials as they were when you first discovered the loss or damage.

REQUESTING AN INSPECTION: After delivery, contact your local freight carrier's service center or freight carrier's customer service department to help you determine if an inspection and formal written report will be required.  The freight carrier may decide not to have an inspector examine the damaged freight, but request that you do the inspection yourself and keep a written description should a claim be filed later. Please note, however, that an inspection report is not a claim. Please do not sign for items that are or may be damaged unless it is noted on the form. If you do not accept this merchandise due to damages contact ORO immediately and we will process a replacement order for you and handle all of the dealings with the freight company.

Bear in mind that once you sign for the item or give permission to the freight carrier to leave the merchandise, you may be responsible for filing a claim with them if the merchandise has been damaged in shipping. 

Q. Can I put more than one rug in a room?

A. Of course, but we would recommend using area rugs in different sizes for contrast.  If you have two or more rugs of the same size it sometimes seems like they are competing rather than complimenting.

Q. Do two or more rugs in the same room need to be the same pattern or color?

A. No, they do not need to be the same color or pattern, but you do want them to look good together. For rugs that have different patterns, look for other features that bring them in harmony, such as a similar or matching color.

Q. Are there any benefits to choosing a rug with a pattern rather than a solid color?

A. Rugs that have heavier patterns are best for rooms with high foot traffic, because with a busier pattern, dirt and wear gets hidden. Solid color rugs work great for almost any room, but they do show dirt more easily.

Q: How do I return an item?

A: To return an item, you must first request a return authorization number. You may begin the return process by clicking HERE.

Q. Where are Oriental Rugs made?

A. Hand-made rugs typically originate in or near Afghanistan, India, Egypt, Pakistan, Iran (Persia), or China, and those are what are genuinely termed Oriental Rugs.

Q. Where do the names of rugs come from, and can you tell the quality by the name?

A. Design names often reflect the name of the town or region where that rug design originated, but the names of rugs do not of themselves have anything to do with quality.

Q: Who pays for return shipping?

A: Unless the item is defective or damaged, the customer is responsible for all processing fees and shipping costs back to our warehouse.

Q. How do I know if my rug is of good quality?

A. Usually, the following criteria will tell you about the quality:

The tighter the weave, the better the quality.  More knots per square inch is a sign of higher quality because it means more wool was used in making the rug..

The quality of the wool itself is an indicator. The more natural lanolin wool is used, the longer the rug will last. The rug will not feel dry to the touch, colors will not run, and there will be little to no shedding.

Push your fingers into the pile of the rug, The more dense the pile, the more durable the rug will be.

Q. Is it ok to buy a rug if I have pets or small children?

A. Pets and children present no obstacle to owning a fine rug. High quality rugs are extremely durable, long lasting, and easy to clean.


Q: Can I cancel my order?

A: You can cancel your order prior to processing by contacting ORO directly. If your order has already been processed or shipped, you will not be able to cancel. However, if you are not completely satisfied with your rug, you can always return it within 30-days for a full refund.

Q: Do I need a rug pad?

A: We highly recommend the use of a non-slip rug pad to prevent the slipping and sliding of your area rug. Rug pads also reduce wear and enhance durability.

Q: How long does it take to receive my rug?

A: It usually takes 3 to 5 business days to process and ship your order. After an order is processed and shipped, it typically takes 5 to 10 business days to arrive at its destination.

How do I spot-clean a rug?

A. Act immediately. Carefully blot up spills with clean napkins or towels -- preferably white with no inks or dyes. Do not rub --rubbing can cause permanent damage to the fibers in the rug. When cleaning up a spill, make sure you only blot the spot. Every rug is different; if you’re unsure, we recommend you have the rug professionally cleaned by someone with experience specifically in Oriental Rugs. ORO does offer cleaning services; click here to find out more.

Q: Do you have a Money Back Guarantee?

A: If you are not satisfied with your purchase, you can receive a full refund if you send back your rug within 30 days. Find out more here.


Q: Do you price match or beat competitor’s prices?

A: No. We do not participate in any price matching programs. 


Q: Do you charge sales tax?

A: Taxes are not charged if your order is shipped outside of Kentucky. Items shipped within Kentucky are subject to a sales tax of 6%.


Q: Will I receive an order confirmation?

A. Order confirmations are sent immediately after an order is placed. If you have not received it, please check your spam folder. If you would like a copy of your confirmation email resent, you can always contact customer service at 502-327-1499 or (EMAIL needed) for assistance.


Q: Can I refuse delivery?

A: Refusals are allowed only in cases where the merchandise has been damaged in transit. If an item is refused for reasons other than damage, a 25% restocking fee may apply.


Q: When will a certain rug be back in stock?

A: On the rare occasion when an item may be out of stock and unavailable for purchase just  enter your email address on the product page. We’ll send you a notification email when the item is back in stock and available for purchase.


Q: What payment methods do you accept?

A: We accept most major credit cards including American Express, Discover, MasterCard, and Visa. We also accept payment options such as Amazon Payments, Google Checkout, and PayPal. Please refer to our Payment Options page.


Q: When will my account be charged?

A: We charge your account at the point of sale.


Q: Can I use a gift card to make my purchase?

A: We cannot accept gift cards as a method of payment at this time.


Q. What do you do with my email address and telephone number in the order?

A. This information remains protected in our system. Your email address is used to send you the order confirmation and keep you updated on your shipment. Your telephone number is only used if our delivery services have a problem locating you.


Q. How can I be sure that my credit card information is secure?

A. The ORO website uses the latest server security technologies and Internet encryption to ensure that all aspects of your order are completely protected and secure.


Q. If I live in the area, can I pick up my merchandise from the ORO warehouse?

A. Yes, but please call 502-327-1499 to schedule an appointment.


Q. How does orugso.com work?

A. ORO partners with sources, distributors, and manufacturers throughout the nation to bring our customers the best in quality merchandise at unbeatable prices. Browse through our tremendous Online Catalog or speak to our knowledgeable staff to find the rug that is perfect for your home.


Q. Where is ORO located?

A. ORO headquarters and warehouse facility is located at 11300 Decimal Drive in Louisville, KY.  We are an Internet retailer and most of our sales are made online and shipped directly to your home.  However, our warehouse location is open to local shoppers Thursday, Friday, and Saturday only from 10 am – 6 pm.


Q. What are the hours of operation for customer service?

A. ORO support specialists are available to assist you six days a week. Please call us at 502-327-1499 for any questions you might have.

Oriental Rugs Outlet