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FAQ

General

The name Roo was inspired by the young kangaroo character in Winnie-the-Pooh, a classic children's story series. Roo was a fun character who hopped and played alongside Pooh and other friends, often getting into messes and situations.

You may have your own version of Roo in your home, be it a young child or a pet. The idea is that even if your Roo makes a mess on the rug, it can be easily cleaned in the washing machine!

We are an online-only store. Our owners are based in Vancouver, British Columbia, Canada.

First and foremost, our brands must enforce anti-child labour practices throughout their entire supply chain from the sourcing of raw materials to the final stages of rug production.

Secondly, we value the health of our families and our planet. We source rugs made from natural fibres, non-toxic chemicals and dyes as we feel these are the safest options for our families.

Thirdly, as parents too, we fully experience and understand the challenges of running a household of kids and pets. We value brands that take this into consideration, offering low maintenance and high quality rugs that last for many many years.

While we would love to meet and greet our customers in person, we currently do not have a brick and mortar location. If you are in the Vancouver, British Columbia area, feel free to reach out to us as we may have a pop-up store near you.

We curate and support brands that enforce anti-child labour practices so that our customers can shop consciously and ethically. But we understand that this isn't enough. Our commitment is to take a proactive approach in ending child labour by supporting the goals and mission of GoodWeave International, an organization dedicated to taking a holistic approach to resolving child labour, forced labour and bonded labour in global supply chains. To learn more, read about our Social Mission here.

Rug Selection

At Rugs by Roo, our goal is to offer transparency and to offer a range of affordable options to suit all budget levels. Not all the rugs we carry are non-toxic. Please read the product descriptions carefully. Where a rug is made using non-toxic dyes, we have an icon at the top of its product page that looks something like this. Rug brands that do fall under the category of non-toxic would be Organic Weave, Lorena Canals and Oh Happy Home.

That would be a dream come true! Unfortunately, there currently exists only one brand in the world that offers truly organic rugs and that is Organic Weave. They are the world's only GOTS Certified organic rug supplier.

90% of the rugs we carry in our store are made from all natural materials such as cotton, wool and jute but they are not organic. As we always say, shopping 'all natural' is already a huge step forward from shopping synthetic rugs. Shopping organic would be most ideal but unfortunately, the rug industry isn't there yet.

If your child is under the age of 3, we would recommend going with a cotton rug from brands such as Organic Weave, Lorena Canals or Oh Happy Home. These brand of rugs are made using all natural materials and dyes, and does not contain any chemical sprays. Wool is also a great option but do be aware that wool rugs tend to shed during the initial 2 to 4 weeks of use and it can get a bit 'messy' if you have a crawler.

It depends on the brand. For a baby's nursery, we would recommend Organic Weave as their rugs are made from GOTS Certified organic materials, which is the purest and healthiest option you will find for your baby. Of course, these rugs do come with a price tag. If your budget doesn't allow for this, our next best recommendation would be a Lorena Canals or Oh Happy Home! rug as these are made with all natural materials, all natural dyes and does not contain any chemical sprays.

All handwoven and hand tufted rugs will shed during the first couple months. The shedding comes from the final clipping of the rug that is typically done by hand with a pair of shears to ensure a even pile height throughout the rug. The degree of shedding will vary depending on the type of material (wool sheds more than cotton), the quality of the material, the tightness of the weave and the pile height (shaggier rugs will appear to shed more than shorter pile rugs).

To "speed up" the shedding process, we recommend gentle but regular vacuuming of the rug during the first month or so. Make sure your vacuum is set to the lowest setting and that the vacuum head's bristles/beater bar is turned off. Too much suction power or vacuuming with bristles can actually damage the rug and cause more shedding to appear. And if you have purchased a washable rug, feel free to give your rug a wash before first use. The washing and drying process can also help get rid of most of the residual fibres.

If you are looking for a rug that doesn't shed, we recommend going with either a flatweave or hand knotted rug.

A rug pad is recommended for most rugs to prevent slippage and also add an extra layer of cushioning for your feet. Rugs where a rug pad is not recommended include outdoor patio rugs, bath mats and kids' play rugs.

You'd be happy to learn that all Lorena Canals Woolable rugs come with a rug pad included so no additional purchase is necessary.

This depends on a few factors. Where is the rug going? Will it be in an area that is heavy on foot traffic? Do you have crawling babies?

Cotton is an extremely soft material that is plush and smooth to the touch. It is a great choice if you have young children who spend a lot of time on the floor. But because cotton is a soft fibre, the fibres do flatten and droop over with foot traffic. You will want to wash the rug on a regular basis to re-fluff the fibres.

Wool is a tougher fibre compared to cotton, which makes it a better option for areas where there is heavy foot traffic. The fibres do not flatten and droop over as easily as cotton. But because it is a stiffer fibre, wool does tend to give off an "itchy" feeling on the skin.

The price point between cotton and wool rugs are also quite different. If you are still undecided between a cotton or a wool rug, feel free to reach out to our Design Team for a free consult.

GOTS stands for Global Organic Textile Standards and is considered the highest standard when it comes to textile purity and safety. Not only does GOTS guarantee that no chemicals are used during the manufacturing of the certified product but they also trace the materials to its source to ensure no pesticides or insecticides are used on the fields or farms where the materials are grown. You can read more about GOTS on their website.

As much as we love an eco-friendly option, we at Rugs by Roo do not recommend the use of recycled plastic rugs inside a home. Rugs made from plastic/synthetic materials can emit micro plastics into the air we breathe and significantly impact the indoor air quality. This can be particularly harmful if you have young children or pets in your home as they typically spend a lot of time on the floor. Our recycled rug brand Fab Habitat is recommended for outdoor patio areas only.

On our website, every Product Description page contains a section called 'Care Instructions' where you can learn how to care for your rug and whether or not it is machine washable.

The brands that we carry in our store that offer the widest selection of machine washable rugs are Lorena Canals and Oh Happy Home!

It depends on the washing capacity of your washing machine and also the size of the rug you are interested in. For details, check out this blog post we wrote on Washing Machine Rug Guide.

Yes we do! You can find them here. If you would like to purchase a Gift Card in an amount not listed, feel free to email us at support@rugsbyroo.comand we can create a custom gift card just for you.

Rug Care

All rugs have care instructions on a sticker on the reverse side, as well as on the specific item product page on our website. 

For machine washable rugs, wash in cold water on gentle cycle. Tumble dry on low heat setting. Do not use detergent or dryer sheets. If you must, use white vinegar or a gentle natural detergent to remove odours or dirt.

For wool rugs, spot clean only. Review this blog post for details.

If in doubt, feel free to contact our Customer Care team at support@rugsbyroo.comanytime.

With all handmade tufted rugs, there is shedding during the initial 2 to 4 months of usage. It does not mean your rug is balding. The shedding comes from the trimming process when the rug is hand cut to its desired pile height with shears. Shedding will be more prominent in rugs with a long, shaggy pile.

To reduce shedding, vacuum the rug regularly with bristles up. If your rug is one of those machine washable rugs, consider giving the rug it's first wash.

Look for the care instructions tag on the back of the rug. If your rug is machine washable, then that's easy. Just roll it up and toss it in your washing machine. Follow the instructions on the back for proper wash and dry cycle settings.

If your rug is not machine washable, you will want to grab a white absorbent towel and dab the area to soak up as much pee as possible. Do not rub as rubbing will damage the rug. Once you think you've absorbed most of the pee, check the underside of the rug and dab any excess that may have seeped through to the bottom of the rug. Spray the pee area with white vinegar to help get rid of the odour. Let sit for approximately 5 to 10 minutes. Sprinkle baking soda onto the area and allow baking soda to soak up any residue moisture. Finally, vacuum the area with bristles up.

Provide the answer to the question here.With machine washable rugs, a musty smell especially around the months of June to September is common because it is rainy season in India. Every rug goes through a final wash cycle before it is packed and ready for shipment. During rainy season, the rugs take a lot longer to dry and there is a chance that the rug may still be slightly damp when it is packed in its bag for shipment, resulting in the musty smell when it arrives.

To rid the smell, simply throw the rug in the washing machine along with some vinegar. This should eliminate the smell and also give it a nice re-fluff!

Orders and Delivery

When you arrive at checkout, there is a box labelled as "Gift card or discount code". Simply enter your promo code in the box and then click "Apply".

To receive 10% off your first order, subscribe to our newsletter here to receive your promo code.

We do have colour swatches available for certain rug brands and for our custom rug collections. If you use our Search feature on our home page and type "Samples", you will see a list of rug brands that offer sample swatches.

For custom brands, feel free to email us atsupport@rugsbyroo.comto inquiry about getting a swatch. A refundable deposit and shipping fees may apply.

We accept Visa, MasterCard, Discovery and American Express. We also accept payment by Apple Pay, Google Pay, Shop Pay and PayPal.

Once items have been ordered, you will receive a confirmation email.  You may choose to print this email for your records.  You will receive a subsequent email when your product ships, including tracking information.  If you do not receive an email from us after placing an order, it is likely that an incorrect email address was entered.  Please let in touch with our Customer Care team at support@rugsbyroo.comto get this rectified.

When you place your order online, we will perform an authorization on your credit card to verify that the funds are available.  This authorization may place a temporary hold on the funds while your order is being processed.  The funds are withdrawn from your account once the shipment of your order is confirmed.  If an order that you placed is not in stock, you will be notified and your credit card will not be charged.  

If the item you have ordered is not in stock, a member from our Customer Care team will be in touch with you either by phone or email.  At this point, you may choose to cancel your order or wait for it to be in stock again.  If you should choose the latter option, we will strive to fulfil your order as soon as possible and will notify you immediately when it becomes available for shipment.

If you do not hear from us after placing an order, it means your item is in stock and we are working our best to get your order packed and shipped out!

Simply enter the desired destination on the shipping information page at checkout.

In an effort to provide you with a large selection of high quality and well designed rugs, we source from all around the world. The shipping timeframe will depend on the brand.

In general, for in-stock items, our team strives to ship out your order within 3 to 5 business days. For Standard Ground shipments, most orders are delivered between 3 to 7 business days if you are in the US and 2 weeks if you are in Canada.

Please refer to our Shipping Policy for custom orders and brands that ship from outside of the US or Canada.

We use a variety of shipping carriers depending on the country of origin. Most shipments within the US are shipped via FedEx or UPS. Shipments within Canada are shipped via Canada Post or Canpar. Shipments from Australia or Europe are shipped via DHL.

If your order contains more than one item from multiple brands, your items will typically be packaged separately and shipped on the same day.

Currently, we only ship to the US and Canada.  However, there is always the ability to do more for our customers.  If you are outside of North America and see an item that you really want to get your hands on, do contact our Customer Care team atsupport@rugsbyroo.com.  We might be able to make exceptions with some items depending on where our supplier is located. 

At checkout, you have the option of providing an email address or a telephone number. If you provided a telephone number, then your order confirmation will be sent to you via SMS text.

If you would like your email address added to your account for order related correspondences, visit our website and select 'Login' at the top right corner of the screen. Log into your account and add your email address. Alternatively, email us at support@rugsbyroo.com and we can help get you set-up.

Yes! Feel free to call us at 1-833-766-7847 if you would like to place an order by phone. If we are not able to answer your call right away, leave us a call back number where you can be reached and we will get in touch with you as soon as we can.

All customs duties, taxes and brokerage fees are included in our shipping policy and you will not have to worry about "extra" charges. If you do get a bill for such charges, reach out to our support team support@rugsbyroo.comimmediately to get this cleared up.

Email us at support@rugsbyroo.com or call us at 1-833-766-7847 immediately with your order number and name.

Returns & Exchanges

If you change your mind about your order, do contact us immediately.  We try to process orders within 3 to 5 business days of receiving the order.  We regret that we are not able cancel an order if it has already been shipped.

If we are unable to cancel your order, you can always return your order for a full refund of the merchandise value if you are in the US.  Please refer to Return Policy for instructions on returning your order.

You have up to 14 days from the day you receive your package to return your items. Please view our Return Policy for details.

Refunds are generally processed within 1 to 2 weeks of your returned merchandise arriving back at our facilities.  Since all our online orders require credit cards as the method of payment, your refund will be issued as a credit back to the same card used to make the original purchase, unless other arrangements have been made with our Customer Care team.

Take photos of the damaged area and email us at support@rugsbyroo.com. In the email, include your order number, name and a detailed description of the defect. Also include a photo of the product label on the back of the rug.

Once we receive your request, we will forward all information to our supplier for review. The entire process may take up to 10 business days depending on the situation and time of year.

First step is to email us at returns@rugsbyroo.com. We will send you return instructions within 48 hours on where to ship the rug.
Note that your rug must be in new condition with original tags still attached. Unless it is a product defect, you are responsible for paying for the cost of return shipping.

Next, package the rug in its original packaging and determine the weight and dimensions of the box. Select your carrier of choice and generate a shipping label for your return. Once you have a tracking number, be sure to email the tracking number to returns@rugsbyroo.com so that we can track your package back to the warehouse.

Once we receive your rug, it will be inspected and a refund will be issued to you if all is well. This process may take 5 to 10 business days. Your refund confirmation will be sent to you via email and a refund will be issued onto your original method of payment. For more information, view our Return Policy.

A gift card can be returned within 30 days from the date of purchase and as long as it has not been used. The amount will be refunded using the original payment method.