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Cleaning and Return Policy
We make every effort to restore your rug to its original beauty. We have over 85 years of experience performing small and sometimes large miracles. However, if you are dissatisfied with your rug cleaning order, you can return your rug to MyRugCleaner.com and we will reclean your rug at No Charge. You are responsible for paying for the freight to return the rug. MyRugCleaner.com will reclean your rug and return it to you freight prepaid. You will not receive a refund for freight expenses for any returned rug.
Customers are asked to vacuum their rugs before shipping them to MyRugCleaner.com. We reserve the right to reject any incoming rug and return the rug to the customer UNCLEANED if the rug contains any one of, but not limited to, the following conditions: Rugs containing strong odors of any kind, heavy stains, or rugs containing feces, urine, insects or any other hazardous material can be rejected and returned less freight expenses.
In accepting the terms of the shopping cart agreement, the customer agrees in advance to accept MyRugCleaner.com’s determination of any rug's condition or size.
Customers who choose to have an order taken by telephone and do not respond to our request for them to respond by email their, "agreement to the shopping cart terms and conditions", automatically do so by engaging MyRuCleaner.com's return mail request for the pick up of the rug by UPS.
The rug size must include the total length and width of the rug, including the length of the fringes at their longest point. Rugs that measure longer than the size selected at the original checkout will be billed to the customer on a new slip. The rate will be billed at the rate of $3.19 per square foot. Rate includes additional cleaning and services costs, plus freight.
Discount coupons only apply to rug cleaning and related services or unless stated differently at the time of checkout.
Custom Carved Domestic Rugs and Hand Tuffted Rugs
Many customers request us to clean custom carved domestic rugs and hand tuffted rugs. These are rugs that have a hard woven secondary back coated in latex. The top of the rug looks like a standard "wall to wall" type carpet that has been pieced together to create a design and bound around the edges with a thin fabric. Hand Tuffted rugs look like hand knotted rugs from the top, but have imitation fringes an a cloth backing glued to the backside of the rug. These rugs can be cleaned but require special handling during transportation. They cannot be folded like a woven oriental rug. These rugs can only be rolled and placed into a shipping sleeve. It is the customer's responsibility to notify our staff if you are asking us to clean a custom rug of this type. Additional fees apply for special handling. If a rug of this type is folded by the customer and sent in for cleaning, we will clean it as requested however, we will return the rug rolled as required. The customer will be responsible to pay any additional fees for freight before the rug is returned. MyRugCleaner.com will not assume any risk of transportation damage by folding and returning a rug of this type.
Deodorizing
If your fine rug has a stubborn odor, select our after-wash deodorizing treatment. Our special formula attacks the source of the odor and leaves your carpet with a fresh, clean scent.
Please keep in mind that people have different levels of odor sensitivity, so we cannot guarantee that you won't smell an odor after this treatment.
Notice Left in Your Rug
After cleaning, some rugs show visible signs of fading, discoloration, spots and traffic patterns. These rugs will have the following notice tucked inside.
"We regret that there are certain stains and discolorations which cannot be removed. We have worked on them but are afraid that any further attempts might damage the material. We call this to your attention so that you may realize that it had not been overlooked."
Damaged Rugs
Rugs received by MyRugCleaner.com which show visible signs of damage not related to shipping such as rips, tares, gouges, missing fringes, existing color run, oil, paint, bleach or excessive wear will be rejected for cleaning. You will receive a “High Priority” email to inform you of the specific condition. You will have 3 days and one additional “High Priority” email to respond before your rug is returned to you uncleaned. Any rug found to have active moths will be charged a Demothing Fee subject to its size.
Repairs
If a remedy is available, our repair department will quote you a price for the repair via email. All repairs are extra and never include the price of cleaning. We only repair rugs that have been cleaned by us within the last 3 months. If you agree to the repair fees, a separate online invoice will be generated for the repair. All repairs must be paid in full before work commences.
No repair is guaranteed “perfect” and you agree to rely solely on MyRugCleaner.com’s determination of “repaired”. All repairs to be completed are those specifically outlined in the repair order. No other “implied repair” will be done unless it appears on the repair order.
If you would like additional work performed after your rug has been returned to you, it will be your responsibility to ship the rug back to MyRugCleaner.com. It is also your responsibility to inform us of any “pre-existing” condition or conditions with the rug. Odors are never guaranteed to come out.
Refunds
MyRugCleaner.com does not give refunds for any service actually performed.
If you elect not to have the rug cleaned after we receive it, all cleaning charges will be refunded to you, less $19.95 for the Safety Shipping Pack, less all UPS Fees and a cancellation fee equal to 4.5% of the total sale to cover the incurred credit card transactional fees.
If you elect not to have the rug cleaned and wish to cancell your entire order before sending us your rug, your order will be credited, less the $19.95 Safety Shipping Pack fee and and a cancellation fee equal to 4.5% of the total sale to cover the incurred credit card transactional fees.
Safety Shipping Packs are not returnable and can not be used after the order has been closed out. MyRugCleaner.com reserves the right to cancel a rug cleaning order for any reason. Cut pads and applied services are not returnable or exchangeable. Coupons are redeemable only during the shopping cart transaction. Coupons cannot be combined with other offers or sales. The customer agrees that any typographical errors related to special offers on the web page(s) or promotions or coupons will be remedied at MyRugCleaner.com’s discretion. Customer agrees not to request a “charge back” from their credit card for any service provided. Customer also agrees to allow MyRugCleaner.com to reclean any rug as stated in the refund policy.
MyRugCleaner.com will allow returns of new rugs purchased from our website as long as you notify us by email within 3 days from the posted delivery of the rug. You are responsible for paying for the shipping fees to return the rug to our Philadelphia headquarters listed below. The returned rug must be unused and returned in its original package and sealed. After the rug has been inspected by us and found to have been unused, a full and prompt refund will be given. If the rug has been used or in anyway shows signs of abuse not related to freight damage, the rug will be returned to you without a refund.
Storage Policy
All rugs are returned as soon as the cleaning is completed. Any orders returned from a shipping company marked Refused or Undeliverable will be charged a Storage Fee according to its size. Customer agrees at original checkout to allow MyRugCleaner.com to charge the customer's credit card for each month of storage. Storage is never prorated. If a rug remains in Storage for more than 6 months and each sequential 6 month period, 1 additional Moth Proof Storage fee will be charged to the customers credit card.
Shipping & Handling on New Rug Purchases
All rugs are shipped within 2-3 business days so we can guarantee the quickest delivery anywhere in the United States. All of our shipping services are provided by both UPS and Fed-Ex to continental USA. Depending on the state you live in and your type of address, the best carrier will be chosen upon shipment of your rug(s). International customers including Hawaii and Alaska please email us for additional charges. International customers are also responsible for all taxes and duties when rug(s) have arrived in your country. We do not have a pick-up facility at our warehouse, therefore we cannot allow pick-up by person. You must note that shipping charges all include the following: (Shipping, Handling, Wrapping, Insurance, and warehouse fees which are associated with every rug).
Insurance and Appraisals
All customer rugs are insured by MyRugCleaner.com while they are in our possession. You are encouraged to seek additional insurance for any rug that is considered by you to be a collectable. Written appraisals are available as an option only. Appraisals are based on insurance replacement value only. The replacement value is not an indication of the amount of money someone would pay for the rug. Someone could pay more or less for your rug depending on local market conditions.
Please make sure that your rug package is insured and traceable and sent to the address below.
MyRugCleaner.com
4930 West Parkside Ave.
Philadelphia, Pa 19131
215-877-9000
Policy Date: August 29, 2008
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