Revival Rugs — Expert Guide to Customer Service

Overview and what good customer service looks like

Revival Rugs specializes in sourcing, restoring, and selling vintage and antique rugs. Good customer service in this niche is both product-focused and process-driven: it must marry provenance and condition transparency with practical logistics like shipping, returns, and restoration. Customers should expect clear condition reports, high-resolution photos, fiber and dye information, and a written provenance or acquisition note for higher-value pieces.

A professional customer service program for vintage rugs typically tracks measurable KPIs: first response time (target: 24–48 business hours), resolution time for complaints (target: 5–10 business days for standard issues), and a documented return or repair turnaround (see sections below). As an expert, I recommend asking for a written condition statement and a packing/shipping protocol before purchase — these reduce disputes and speed resolution.

Contact channels, documentation, and what to prepare

Most reputable rug sellers offer multiple contact channels: email, a web contact form, live chat business hours, and a phone number for urgent logistics. Before contacting customer service, assemble a concise packet: 1) at least 6 high-resolution photos (full rug, front detail, back detail, closeups of damage), 2) measurements in both inches and centimeters, 3) order number, date of purchase, and proof of payment, and 4) any prior correspondence. These items dramatically cut back-and-forth and accelerate assessments.

Useful list — what to include in your initial message:

• Order number, date, SKU or listing link (if online).
• 6–10 photos: full face, back, edges, fringe, stains, label/tags, measurements.
• Exact measurements (length × width), estimated pile height, and room placement.
• Preferred resolution (refund, repair, store credit, exchange) and your shipping constraints.

Returns, refunds, warranties and sample policies

Return policies for vintage rugs vary. A conservative expectation: a 14–30 day return window for stock rugs that arrive materially different than advertised. Custom-dyed, cut-to-size, or heavily restored rugs are frequently final sale. Always verify whether return shipping, restocking fees (commonly 10%–20%), and insurance are the buyer’s responsibility. Request a written RMA (return merchandise authorization) number to track any return process.

Warranties on vintage rugs are often limited: many sellers offer a 30–90 day limited warranty covering undisclosed damage or gross misrepresentation, but not normal wear or color change with light exposure. For new loomed rugs, expect a longer warranty on structural elements (e.g., weaving integrity for 1–5 years). If a repair is offered, ask for an itemized estimate and a timeline before authorizing work.

Shipping, white‑glove delivery, insurance and installation

Shipping for rugs can be complex: rugs are heavy, often require crating, and can be subject to customs if shipped internationally. White-glove delivery — unrolling, placement, and minor trimming or pad installation — is a value-add that reputable sellers provide for large pieces. Expect white-glove fees between $75–$300 within the continental U.S. depending on weight and whether in-home services are required.

Insurance and declared value: Always insure shipments for the full purchase price plus restoration costs. For domestic shipments, confirm whether the seller includes carrier insurance and whether claims are handled by the shipper or the seller. International purchases should factor in duties and VAT — ask for an itemized invoice to calculate landed cost before purchase.

Restoration, cleaning, pricing and turnaround

Restoration services vary by scope. Typical tasks and rough industry ranges (as examples): basic cleaning $3–$8 per sq ft; stain removal or dye correction $5–$20 per sq ft; structural repair (hole patches, reweaving) $20–$100+ per linear inch depending on complexity and age. A small fringe repair can be $40–$200, while full-edge rebinds start around $150–$500. Always request before/after photos and a written estimate authorizing any work.

Turnaround times depend on workload and the project: basic cleaning often completes in 7–21 calendar days; moderate restoration can take 3–8 weeks; complex reweaving or multi-component restoration can be 2–6 months. Ask for a written schedule and milestone updates. If you require expedited service, confirm rush fees and realistic delivery dates in writing.

Escalation, disputes and best practices

If you encounter a problem that isn’t resolved through initial customer service, escalate with a concise, documented packet: reference the RMA, attach the original photos, and summarize the timeline of correspondence. Request an independent appraisal if valuation is in dispute; appraisers charge typically $100–$350 for written reports. Use certified mail for physical returns and keep tracking and insurance records.

Final practical tips: keep all documentation for at least 12 months, photograph the rug in situ upon delivery, confirm return shipping protocols before authorizing any third-party cleaning or repair, and verify that any promised certificates (provenance, cleaning receipts, restoration invoices) are included with delivery. For official information and the most current policies, consult the seller’s website: https://www.revivalrugs.com and request any policy in writing before purchase.

How do I contact rugs USA customer service?

If you have specific questions or concerns about the accessibility of any web page on the Website, then please contact us by e-mail at [email protected] or by phone at 1 (800) 982-7210.

How do I contact Revival Rugs?

You can also chat with a Revival expert live on our website M-F 9am-5pm EST, excluding holidays. Text us at 510 395 8461 9am-5pm EST. By texting us, you are opting-in to receive future messages or a phone call from Revival Rugs. Message & Data rates may apply.

Can you put Revival Rugs in the dryer?

Washing Machine
Toss them in the wash, use a gentle detergent, and tumble dry on low heat.

How do I contact Rugs Direct?

1.888.464.1447
For assistance, questions or concerns regarding Rugs Direct please contact Customer Service via email, toll-free phone or live chat: [email protected]. Toll-Free: 1.888. 464.1447.

What is the warranty on the rug collection?

RUG WARRANTIES
Our rugs are handmade and therefore unable to have an unconditional warranty. The Rug Collection will replace or repair a rug that has a structural defect within 12 months of purchasing, provided the rug was used for normal domestic use and maintained in accordance with our care instructions.

Where does Revival Rug ship from?

Back in Oakland, we designed a website and opened a warehouse so we could sell these pieces to you online, and ship them from the US.