Frequently Asked Questions (FAQs)

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Welcome to our FAQ page, where we provide answers to commonly asked questions about our rug cleaning services, delivery, and how to care for your precious rugs. If you have any inquiries that are not covered here, feel free to reach out to us for personalized assistance. We're dedicated to helping you maintain the beauty and longevity of your rugs.

Rug Grip or Rug Underlay: What is a rug grip or underlay?


A rug grip or underlay is a mat placed under a rug to prevent it from slipping and to provide extra cushioning for comfort.

Do I really need an underlay for my rug?


While not mandatory, an underlay is highly recommended to extend the lifespan of your rug and to ensure safety by preventing slips and falls.

Rug for Insurance Claim: What do I need to make an insurance claim for a damaged rug?


To file an insurance claim, you generally need proof of purchase, photographs of the damage, and an estimate for repair or replacement from a professional.

Will my insurance cover the full cost of repairing or replacing my rug?


Insurance coverage varies. You'll need to consult with your insurance provider to determine the extent of coverage for your damaged rug.

Rug Cleaning: How often should I get my rug professionally cleaned?


Once every 5-6 years is usually sufficient. Remember, even if you vacuum regularly, your rug continues to hold some dirt, the environment dulls its surface and the wool needs to be conditioned. If your rug is exposed to heavy traffic and soil, we suggest washing more frequently e.g. entrance-way rugs may need cleaning every two years. Cleaning frequency also depends upon use, placement and type of protection from the atmosphere (such as a Plexiglas box for displays) and physical contact. General ongoing maintenance is always essential. Even in a museum, textiles are periodically cleaned - with intervals of ten years between cleanings being common for textiles on display. Flemish and French tapestries should be cleaned within this time period, but special care must be taken due to the fragile and aged silk areas.

Rug Repairing: Can you repair all types of rugs?


Yes, we can repair most types of rugs including Persian, Turkish, and modern rugs.

Rug Stain Removal: Are you able to remove all types of stains?


While we can remove most stains, some deep-set stains may be permanent. It's best to consult with us for an assessment.

Rug Binding: What is rug binding?


Rug binding is the process of securing the edges of a rug to prevent fraying or unraveling.

Rug Fringing: Can I add a new fringe to my rug?


Yes, we offer custom fringe additions that can match the existing style of your rug.

Rug Odor Removal: How do you remove odors from rugs?


We use specialized cleaning solutions and techniques to effectively remove unpleasant odors from your rug.

Rug Leathering:  What is rug leathering?


Rug leathering is the process of adding a leather border for aesthetic appeal and durability at the back of the rug in help the rug seats flat.

Rug Flood Emergency:  Do you offer emergency services for flood-damaged rugs?


Yes, please call us immediately for prompt service in case of flood emergencies.

Rug Resizing:  Can you resize a rug to fit a smaller space?


Yes, we offer resizing services to fit your specific needs.

Rug Wall Hanging:  Can any rug be turned into a wall hanging?


Most rugs can be adapted for wall hanging; consult with us for specific requirements.

What should I check when buying a rug?


There are many things that you should check before purchasing your rug or carpet, including:

  • The rug should be regular in shape
  • The rug should lay flat
  • The rug should be evenly clipped i.e. it has the same pile length across its surface
  • The rug should not have discolouration or bleeding dyes

Rugs are handmade so imperfections may be found. Imperfection is not necessarily synonymous with badly made rugs.

Is my Oriental rug or textile worth cleaning or restoring?


Several factors must be considered: the retail value of the item, the cost (original and replacement) and especially, its historic or sentimental value. A dealer in the particular type of textile or rug can appraise its monetary and historic value. Only the owner can assess its personal value.

Can you really get the odour out of my pet stained rug?


Absolutely. The Rug Guru has developed an exclusive wash process for pet stains and the odour they cause. The wash contains no harsh chemicals or perfumes. We fully guarantee your rug will be clean and odour free!

How long before I will get my rug back?


The normal process required of beating, washing, drying, grooming, and deodorising your rug will take about 2-3 weeks. It will depend on the size of the rug and the amount of work we already have underway.

Do you pick-up and deliver?


Certainly. Pick-up and delivery is free of charge within the Auckland coverage area, including:

Remuera, Freemans Bay, CBD, Ponsonby, Mt. Eden, Pt. Chevalier Takapuna, Devonport, Henderson Valley area, Orewa, Mt. Albert, New Lynn, Titirangi, East Tamaki, Epsom, Western Spring, Howick, Takanini, Warkworth ….

Why does my carpet smell?


Often it’s pets and the smells they leave on your rugs. Just removing the animal hair or fur is not enough to get rid of the smell that pet dander leaves on your rugs. Dander combined with humidity and a humid environment cause odours that only our wash can remove.

Cats and dogs also have accidents on your rugs and leave organic waste, urine and vomit. These types of odours need the special care you will find here at The Rug Guru. Some fungi and some bacteria attach tenaciously to the fibres and can cause discolouration of the rug in addition to causing odours.

Tip: When you discover that your pet has had an accident on your rug you need to take immediate action. Otherwise your pet will think it has your permission to do it again and again in the same area.

For these sharp, strong odours we have to use a strong sanitizer as well as carpet shampoo, our special techniques and expertise to remove odours and restore your rugs all the way up from deep in the rug foundations to the top. This is combined with soaking your rug and re-washing as many times as it needs. The Rug Guru washes your rug according to its age, type, country of origin, fibre count and cause of odours.

How can we learn more about Persian or handmade rugs?


Visit our The History of Rugs and Carpets section to find more information on all aspects of rugs.