Frequently Asked Questions
1-What are your hours?
Monday – Saturday 10:00 AM – 5:30 PM
*Sunday 1:00 PM – 5:00 PM *We are CLOSED on Sundays for the summer months of June, July and August.
We are always available for a personal appointment after hours. Please call us at 757-486-6600 to arrange a time.
2-How long have you been in business?
We are a third generation business that has been serving our customers since 1936.
3-What type of rugs do you sell?
We are a large direct importer and travel the world to buy our rugs. We sell most nationally known brands as well as rugs from almost all the rug weaving countries of the world. We also offer custom made rugs.
With 5′ x 8′ rugs starting as low as $149.00, we have all price ranges covered.
Please contact us if we can help you further, 757-486-6600.
4-Do you match competitors prices?
At Mark Gonsenhauser’s Rug and Carpet Superstore we will not be undersold! Our “price match guarantee” offers the most competitive prices anywhere on area rugs. If you find a lower price on a rug we will meet it or beat it!. (Not valid on previous orders.)
5-Do you buy my old rugs?
We are always looking for old, antique and semi-antique rugs in any condition. As well as Persian rugs, silk rugs and tapestries. Click here to learn about our rug buying program. We also offer a Resale service where we can assist you in turning your unwanted rugs into cash.
6-Can I have a rug custom made and how long does it take?
Absolutely, yes we can make a custom rug to most any specification. As a direct importer we are able to accommodate orders for rugs in special sizes, colors, patterns and designs. Contrary to belief a custom rug is not necessarily more expensive than one purchased off the showroom floor. Production time varies and we will give you an estimated completion when you place your order.
7-What is your return policy?
- Rugs that were first taken on approval and then purchased may be returned for a full store credit only within 10 days.
- Rugs purchased outright (not taken on approval) can be returned for a full refund within 10 days.
- All special orders are non-refundable.
- All clearance rugs are final sale only and are not eligible for return or store credit.
8-What forms of payment do you accept?
- American Express
Financing is available (Click here for financing information.)
Gift Certificates (Click here for gift certificates information.)
9-Do you deliver and pick up?
Yes, please refer to Pick Up and Delivery page for more details.
10-Can I have my rug appraised?
Yes we can appraise your rug. We are certified by the Oriental Rug Retailers of America (ORRA). We are also nationally recognized by the major insurance companies.
(Click here for appraisal information.)
11-How is the value of a rug determined?
All Oriental rugs are original works of art. There are many factors that go into determining its retail replacement value. Namely age, condition, country of origin, quality and knotting. Establishing a value is as much an art as a science but as a certified appraiser by the Oriental Rug Retailers of America (ORRA), we are qualified to appraise your rug competently.
12-Should I insure my rug?
Valuable Oriental rugs are often covered by the fine arts portion of a homeowner’s policy, and as a knowledgeable dealer we will be able to help guide you through the questions related to this issue. Normally, you need an individual line item on your policy specifying the type, size and value or your rugs.
13-What are knots per square inch?
Just counting the knots per square inch (kpsi) alone normally does not give a true indication of the quality of an Oriental rug. One needs to know the type, the village or the tribe that the rug comes from. Each country of origin has a traditional knot count specific to that area. For example, a medium knot count of 200 kpsi might be the finest example of weaving from a particular nomadic tribe. In turn, a high knot count of 6000 kpsi for a fine city rug may not necessarily be the finest for that area, as the finest rug from the area may normally be 9000 kpsi. Therefore, purely counting knots without knowing the type and origin of the rug is not a good indication of it’s quality.
(Click here to learn more about knots.)
14-What country makes the best rugs and carpets?
There is no simple answer to this question. But when you come to our store we will gladly show you examples of the various qualities and styles of rugs from each region. As a knowledgeable Oriental rug dealer, our staff can explain the differences to help you make a decision of which rug is best for you and your home or office.
15-What are the best quality dyes?
In olden times and still today, vegetable dyes are used to dye the yarns that are used in rug making. But vegetable dyes are limited in the colors and intensity of color they produce so therefore chemicals dyes were developed. In the early 1900′s when the first chemical dyes were created, they were too acidic and over time did damage to the yarns. However, today chemical dyes are ph balanced and are no longer harmful to the yarns of a rug. All dyes over time do mellow and they mature allowing the rug to develop a wonderful hue.
16-Can I use a silk rug on the floor?
Generally, yes. Silk is the strongest natural fiber and can handle normal wear. The only precaution that should be taken is not to water wash a silk rug but have it professionally dry cleaned only.
17-Do I need a pad for my rug?
We recommend that you use the appropriate pad for your floor and rug type. The proper padding extends the life of the rug, prevents slipping and sliding, helps cushion the impact of foot traffic and makes vacuuming easier. We also carry a special pad for use over wall to wall carpet that prevents buckling, creeping and movement of your rug.
(Click here to read about our rug pads.)
18-Should I rotate my rug?
To insure even wear and depending upon the amount of traffic it is a good idea to rotate your rugs on a yearly basis.
19-Can I vacuum my Oriental rug?
Generally, yes. We recommend a vacuum that has a beater bar. Regular vacuuming between cleanings will help prolong the life and beauty of your rug. Try not to get the fringes caught in your vacuum cleaner and remember that a hand made Oriental rug is a work of art and care should be taken in all phases of cleaning and maintenance.
20-How do I store my rug?
Click here to Contact us about storing your rug for you.
If a rug is to be stored for a long period of time, you can use a sheet, cloth or a plastic bag for wrapping. It is a good idea to store your rugs rolled up and not folded. You can also use some Para dichlorobenzene crystals, which may have to be renewed every few months.
DO NOT store rugs in a humid, damp, warm or poorly ventilated room.
DO store your rugs in an air conditioned space.
21-Are wool rugs susceptible to moth damage?
Moths can cause extensive damage to Oriental rugs. Not only do moths eat the pile but they also eat the knots on the back of a rug. Moths are especially attracted to areas such as those under furniture that remain relatively undisturbed. It is quite simple to eliminate these pests and safeguard against their return. Both front and back of a carpet should be sprayed about every six months with any one of a number of available moth sprays. We sell moth spray in our store as well as offer spraying for moths as a separate service in our rug cleaning services.
22-Do I need to clean my rug?
If cared for properly, a fine Oriental rug can last many generations. A professional washing will bring out the richness of color and softness of the wool and will help preserve your rugs beauty and value. Fine dust that is tracked into your home gets trapped into the bottom of the pile of the rug and acts as an abrasive file to the wool which causes wear and damage. Regular cleaning removes the fine dust. Depending on the amount of foot traffic we recommend periodic cleaning of every 3-5 years.
23-How do I clean my rug?
Use a trusted professional Oriental rug cleaner to have your rug cleaned. Our facilities are here to serve you. (Click here to learn more about our rug cleaning services.)
24-Can I spot clean my rug?
Blotting & stain removing:
Match and apply the antidote/procedure below to the stain on the index
1. Work quickly
2. Blot up all excess spill with paper towels.
Do not Rub.
3. Apply antidote as shown on list with a clean dry cloth, working from the edge to the center.
4. Do not soak.
5. Pat with paper towels. Dry with fan or hair blower.
6. Restore pile with clothes brush.
CANDLE WAX: Place a blotter or brown paper bag over the spot. Put a hot iron over the blotter. Wait a minute or so until the wax is absorbed into the blotter. Move the iron constantly and do not let it stay in one place. Repeat if necessary.
CHEWING GUM: Press ice cubes against spot. Wait until it becomes brittle and breaks off. Use spot remover to vanish last traces. Saturate the spot with cloth soaked in vinegar or alcohol.
INK FROM BALLPOINT PEN: Saturate the spot with hairspray. Allow to dry. Brush lightly with a solution of water and vinegar.
Spot and stain removal procedure antidote chart
Procedure A: Detergent – Vinegar – Detergent - Water
Procedure B: Cleaning fluids – Detergent – Water – Ammonia – Detergent – Water
Procedure C: Detergent – Vinegar – Ammonia – Detergent – Water
Procedure D: Detergent – Ammonia – Detergent – Water Detergent – Ammonia - Vinegar
Procedure E: Detergent - Water
Alphabetical Stain & Treatment Index
(Match each stain with its corresponding procedure under the Spot and Stain Removal section above)
Creme de Menthe