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FAQ

FAQs

What is a custom rug?
Made-To-Order Studio offers a huge assortment of broadloom (also known as wall-to-wall) carpet styles that can be made to your selections and specified dimension to create a custom rug. Our trim offerings include machine serging and polybind finishes edges.
What types of finishing can I select from?
Our trim offerings currently include machine serging where a solid color yarn is wrapped tightly around the outer perimeter of the rug to finish the edges. We also offer polybind finishing where a polyester trim tape is sewn around the edge of the rug.
Can I order my custom rug in different shapes?

Yes, you may select from multiple rug shapes, including rectangle, square, stair runner (unfinished on narrow ends), as well as non-traditional shapes such as circles and ovals.

For circles and oval shapes, you may receive a follow up request for additional information and a diagram with all sides marked with sizes from EZRugs Customer Service to ensure the dimension can be made to your requirements.

Can I make multiple rugs from the same cut of carpet?
The carpet material for custom rugs must be purchased in the full carpet roll width (commonly 12’ wide to 13’2” wide) and the cut length based on your specified rug dimensions. If the carpet style selected is a pattern you can choose your desired pattern direction either in the standard orientation that is along the length or an adjusted orientation that would run along the width of the roll. We do our best to use the carpet cuts in the most efficient way, and we can quote several rugs using 1 cut piece of carpet.
Can I specify a preferred color if I select “closest match” for my serge color?

Serge color “closest match” selections will be coordinated with the carpet’s predominant color either light or dark as selected.

Selecting the closest match to the most dominant color in your selected style is recommended, and you can select from the closest light or dark match. The Made-To-Order Studio website includes a yarn color bank that can be used to visualize different serge color options.

Do I need to purchase a pad to place under the rug?
Rugs should be placed over a rug pad to avoid slipping/shifting and protect your floor from the rough finish of the carpet backing that could scratch your floor over time. Made-to-Order Studio custom rugs now offers options to include attached rug pad as well as rug pad that is cut to the same dimensions as your specified rug dimensions.
How long will it take to receive my custom rug order?
Our standard fabrication time is 3-4 weeks from the date all processes (pricing, financial, stock applies) clear. We can usually provide an update on the order status in 2 weeks. If you have any questions, feel free to contact our customer service at 844-439-7847, Option 3, or email us at ezrugs@mohawkind.com.
How much does it cost to ship my custom rug?
Freight costs will align with the account’s standard drop charge. If a drop charge isn’t available, our national shipping cost on a Mohawk truck will be a $99.00 charge.
Can I order a custom rug and request that it ship directly to my customer’s home address?
Most rugs are too large to ship to residential home addresses. As a rule, FEDEX/UPS cannot ship carpet/rugs that are larger than 7’ 9” LF in length. Mohawk trucks can only deliver to commercial locations, not residential locations.
Can anyone place orders through the Made-To-Order Studio portal?

The Made-to-Order Studio custom rug portal will be accessible through our XChange platform. An order will be generated and charged to your company, so only individuals that are authorized to make purchases on behalf of their company should process orders. A series of acknowledgements will be required to ensure the order is authorized before placing the order.

Please note that the custom rug pricing accessed via the XChange portal reflects the Dealer’s cost for the finished rug as specified and does not include a retailer markup. Only when pricing is listed as MSRP will it include a 60% retailer margin. The key difference between the Made-To-Order Studio portal pricing and the manufacturer’s suggested retail sell (MSRP) price is the retailer markup.

Is there a warranty or return process for the custom rugs?
Due to the custom nature of the product, cancelations or changes cannot be made after the order has been processed. All Karastan Custom Rugs carry a Limited Warranty. Karastan warrants that custom rugs will have a one (1) year Limited Manufacturing Defects Warranty. Custom bound rugs may only be returned for freight damage, defective workmanship, or failure to meet the ordered specifications.