FAQ

  1. What is True Rugs?
  2. What size should my rug be?
  3. Which direction will the pattern run?
  4. I am looking for a very specific shape, can you help?
  5. Can I order a swatch?
  6. Why is it important to use our Swatch Program?
  7. Do you offer rolls of carpet for wall to wall installation?
  8. What if I have questions about your products?
  9. How do I order my customized rug?
  10. What kinds of payment methods do you accept?
  11. Can I save items in my shopping cart for purchase at a later date?
  12. Do I need to register before placing an order?
  13. Why should I become a registered user?
  14. Is my privacy and personal information secure on your site?
  15. How do I change my account information?
  16. How do I ship to an address other than my billing address?
  17. Why are all your prices listed in Canadian funds?
  18. Can I order by telephone or fax?
  19. When will I be charged for my order?
  20. Do I pay taxes on my order?
  21. How will I know if you’ve received my order?
  22. Can I modify or cancel my order after it’s been placed?
  23. When will I receive my rug?
  24. How do I track my package after it has been shipped?
  25. I still have not received my rug and it has been over 3-4 weeks, is it lost?
  26. My area rug color looks different than it did on my computer. What if I dislike my rug?
  27. What is your return policy?
  28. Can I join your email list?
  29. Do you offer a designer/decorator discount?
  30. Do you offer White Glove Delivery Service to your customers?

What is True Rugs?

True Rugs is an online custom rug fabrication company, the only of its kind in Canada. With our modern, clean & simple design template we allow our clients to create their own unique, custom sized area rugs from our exclusive carpet collections.

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What size should my rug be?

Before you begin shopping use painter’s masking tape or newspaper to map out the ideal rug size on your floor and see how your furniture will fit. When in doubt, go slightly bigger — it’s always easier to tuck more of the rug under furniture than it is to make a small rug fill a big space.

There are basically three ways you can arrange furniture on your rug:

All on

The rug is large enough to place all of the furniture legs on top of it. This creates a more luxurious feel and in this case, bigger is better. Just be sure to leave at least 12 to 18 inches of floor surface on all four sides of the rug’s borders.

Front on

Put just the front feet of all your seating pieces on the rug to tie the arrangement together visually and create a well-defined space while lending a feeling of openness.

All off

If you have a small room, keeping all legs off the rug is a great cost-effective choice. You don’t want to pick too small a rug or it may look insignificant, like an afterthought. The rug should appear as though it could touch the front legs of each of the seating pieces.

For a dining room

Ideally, the rug should be in proportion to the table. Make sure that there is sufficient space to pull out a chair and sit down without the back legs coming off the rug. The minimum that allows for this is 75cm (29”), so that the ideal size is generally at least 1.50m (59”) larger than the table in each direction. 

Remember that the center of the rug will mostly be obscured by the table and chairs, so the most important part of the design becomes the border.

For a bedroom

The rug is best placed underneath the bed, framing it but stopping short of the night tables and extending a minimum of 12 to 18 inches past the foot of your bed. This allows for rug underfoot when one gets out of bed.

An alternative option is to have a smaller rug on either side of the bed.

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Which direction will the pattern run?

We will manufacture your rug in the most cost efficient manner. If you would like the pattern to run in a specific direction, please indicate it in the “Notes” section of your order. Please be advised that by rotating the pattern additional material may be required to arrive at your specific size. If so, you will be contacted by customer service prior to charging your credit card.

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I am looking for a very specific shape, can you help?

Yes we can. Please feel free to contact us at either customerservice@truerugs.com , toll free # 1-844-TRUE-LIFE (1-844-878-3543), or fax. We will require a diagram or a plan illustrating the exact dimensions and specifications needed for your project to let you know if it can be done. The lead time may increase depending on the complexity of your design.

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Can I order a swatch?

Yes. Utilizing our program is simple. On page one of the rug building process, right after choosing your carpet color and binding material,  you will be asked to add selected swatches to your cart. There is no limit on the amount you may order, however, please note that there is a charge per item.

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Why is it important to use our Swatch Program?

Touching the texture and seeing the color of a carpet or fabric  swatch is a great way to decide between several choices to guarantee that your rug and fabric binding are suitable for your project. It enables you to visualize your carpet in real terms before purchasing a full size area rug. For this reason we have created a “Swatch Program” consisting of all of the carpet and fabric binding choices available on our web site. Every effort is made to ensure that the sample(s) supplied correspond as closely as possible to the end product you will receive and are illustrative of the design and color; however, please note that slight variations in lot color may occur between manufacturing batches.

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Do you offer rolls of carpet for wall to wall installation?

Yes we do. Carpet can be ordered in a wall-to-wall format (unfinished edges), so that they may be easily installed at home. Please contact our customer service department at customerservice@truerugs.com or our toll free # 1-844-TRUE-LIFE (1-844-878-3543) to specify the amount of carpet required for your job. We will then contact our carrier service to confirm if the weight and width is acceptable and deliverable.

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What if I have questions about your products?

Please feel free to contact us at either customerservice@truerugs.com or our toll free # 1-844-TRUE-LIFE (1-844-878-3543)

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How do I order my customized rug?

Our 5-step process will help you build your personalized rug. Each step will guide you with photos detailing your area rug as it is being built. You will be asked to choose a design, carpet color, rug size/shape, binding and under-cushion solution. You will then be provided with a rug quotation based on your choices. Once that is achieved, simply checkout and place your order.

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What kinds of payment methods do you accept?

We accept the following forms of payment:

  • Visa
  • Master card
  • Paypal
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Can I save items in my shopping cart for purchase at a later date?

Yes. Items placed in your shopping cart and not purchased immediately will remain there for 30 days. Your saved shopping cart is accessible only via the computer that created it, unless you log into your True Rugs account before adding items to your cart.

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Do I need to register before placing an order?

You do not need to register before placing an order. You may register as soon as you have finished shopping, or check out as a Guest. Our registration process is fast, free and will save you time for future purchases. Click here to register.

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Why should I become a registered user?

You will not be required to re-enter your shipping or billing addresses every time you order online. Whenever you place an order, it will be delivered to the registered address on file, unless you direct us otherwise.

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Is my privacy and personal information secure on your site?

Shopping on our site is safe and secure.

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How do I change my account information?

As soon as you log on to your account with your email address and password, it will direct you to your account overview to update/edit your account information.

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How do I ship to an address other than my billing address?

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

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Why are all your prices listed in Canadian funds?

At this point in time, our payment system is set up to handle Canadian dollars only.

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Can I order by telephone or fax?

Yes. You can place an order by telephone by calling our toll free # 1-844-TRUE-LIFE (1-844-878-3543) between the hours of  am -  pm (M-F). Orders may also be placed by fax at 1.800.

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When will I be charged for my order?

Items are charged within 24 hours after receipt of the order. If an item is temporarily unavailable, you will not be charged until it becomes available. If you are not satisfied with the revised date of arrival, you will then have the option to cancel your order.

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Do I pay taxes on my order?

Yes, True Rugs collects sales tax for products ordered on this website. The rate of sales tax that will apply to an order is dependent on the delivery address of the order. The 5% GST(Goods and Services Tax) is added to all orders in every province except for the following provinces in which the HST (Harmonized Sales Tax) is added to all orders; Nova Scotia (15%), Ontario, New Brunswick, Newfoundland and Labrador (13%) and Prince Edward Island (14%). In addition, provincial sale tax is added to all orders in the province of Québec (9.975%).

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How will I know if you’ve received my order?

Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. We'll send a subsequent email when your product ships, including tracking information (if available).

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Can I modify or cancel my order after it’s been placed?

If you have already finalized your order and received an order confirmation number, then you must contact us within 24 hours to notify us of your modification or cancellation. Please contact us via email at customerservice@truerugs.com  fax # or our toll free # 1-844-TRUE-LIFE (1-844-878-3543).

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When will I receive my rug?

All rugs will be shipped within 3-4 weeks from the day the order is placed online. If materials are not in stock, you will be notified within 1-2 business days with an inventory status and expected ship date. If you are not satisfied with the revised date of arrival, you will then have the option to cancel your order.

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How do I track my package after it has been shipped?

As soon as your package is shipped, you will receive an email notification confirming the shipment. The email will provide you with the tracking number for your package and link to the shipping carrier’s website.

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I still have not received my rug and it has been over 3-4 weeks, is it lost?

All of our rugs are shipped out the moment they are completed; however there is a slight possibility of a backlog at our workshop, or a backorder at our manufacturing mills. When we are experiencing an unusually high demand, you will be notified immediately of a delay. As well, for your assurance, you will be provided with a tracking number to trace your order. 

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My area rug color looks different than it did on my computer. What if I dislike my rug?

Since every True Rugs product is personalized and custom tailored, we do not accept returns or exchanges and do not provide refunds. We make every effort to accurately describe our products however the actual colors, shades and textures you will see will depend on your computer sysytem and we cannot guarantee that your monitor will accurately display such colors. To help our customers avoid this problem, we offer samples of all rugs and fabrics.

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What is your return policy?

Our rugs are custom made to order therefore we do not accept returns or exchanges. Measure your space carefully and take advantage of our Swatch Program before you place your order.

In the event of a manufacturing defect, we will use reasonable efforts to expedite manufacturing related claims in accord with the manufacturer’s warranty. To report a defective item, please contact customerservice@truerugs.com. In the case that a delivered product is determined defective by True Rugs, we will gladly exchange the item at no cost if reported within 7 days of receipt. All defective items must be returned like new in their original packaging or an equivalent.

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Can I join your email list?

Yes you can. As a valued customer, you can enjoy some of the most exclusive benefits we have to offer by signing up to receive our regular email updates. You will be the first to know about our new arrivals as well as our exclusive sales and special promotions.

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Do you offer a designer/decorator discount?

Yes we do. As a designer/decorator you will receive exclusive pricing discounts. To participate we ask that you are an active member of the design community involved with clients. Please forward your request to the following email address trade@truerugs.com.  Please include your name, your business name and a phone number where you can be contacted.

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Do you offer White Glove Delivery Service to your customers?

Yes we do. Our White Glove Delivery service will unpack you rug and remove all packing materials from your premises. As well, we will schedule a delivery time between Monday and Friday to help serve you best.

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