Question 1

How long does shipping take?

Accepted Answer

Most orders are dispatched within 1 business day, and often the same day if placed before 3pm EST. Approximately 98% of rug shipments ship out within 1 business day. Delivery time depends on location — East Coast orders typically arrive in 1–3 days, while West Coast deliveries may take up to 6 business days. Some small items like felt flags or oversized rugs requiring special packaging or freight may ship within 1–2 business days.

Question 2

Do you accept returns?

Accepted Answer

We accept returns on most rugs that are not marked as “clearance.” To be eligible, we must be notified in writing within 3 calendar days of delivery. Once approved, the rug must be shipped back within 5 calendar days. Custom-sized rug pads, paper goods, and items requiring freight shipping are non-returnable. A 3% non-refundable processing fee is deducted from all refunds. If a customer keeps part of a multi-rug order, we may contribute to return shipping costs.

Question 3

Are your rugs authentic or vintage?

Accepted Answer

Yes — all of our rugs are 100% authentic. The vast majority of our inventory consists of vintage and antique hand-knotted rugs, though we also carry a curated selection of newer pieces. With a combined family history spanning nine generations in the rug business, we take great pride in the integrity, originality, and provenance of every rug we offer.

Question 4

How should I care for my rug day to day?

Accepted Answer

For general maintenance, we recommend gently sweeping delicate rugs and avoiding vacuums with beater bars. For sturdier pieces with exposed foundation, a theater-style mechanical sweeper or light suction vacuum may be appropriate — as long as it doesn’t pull on the weave. Always blot spills immediately (never scrub), and rotate your rug 180 degrees each season to promote even wear.

Question 5

How can I protect my rug from moths or damage in storage?

Accepted Answer

To prevent moths, avoid leaving rugs untouched in dark or hidden areas. Rotate them seasonally and periodically expose areas under furniture. Never store a rug in a damp location. Before storing, always have your rug professionally cleaned — rugs with dust, spills, or organic buildup are more prone to moth or pest issues if left undisturbed for long periods.

Question 6

Do you offer rug cleaning services?

Accepted Answer

Yes — we offer professional rug cleaning services, primarily for rugs originally purchased through us. In many cases, we've already cleaned the rug prior to sale and are familiar with its history. This is especially important for rugs that may have undergone post-production alterations such as distressing washes, pigmenting, or markering. Based on each rug’s needs, we may recommend a plant-based shampoo wash, deep soak, or precision hand cleaning.

Question 7

Do you offer local appointments or in-person viewing?

Accepted Answer

Yes — we offer local appointments at our shop located at 33 Katonah Avenue, Katonah, NY 10536. While we’re here nearly every day, we don’t operate as a traditional storefront — we’re often busy with shipping, photography, and fulfillment. You’re most likely to catch us on Mondays, Wednesdays, or Fridays, but please email us in advance. We recommend choosing 4–6 room-size rugs or 5–7 small rugs per space. To schedule, contact md@oldnewhouse.com with item selections and timing.

Question 8

What do you charge for shipping?

Accepted Answer

Most rugs ship free within the U.S. as long as the item is kept and does not require freight. If a rug is returned, shipping costs are deducted at our discounted round-trip rate. For large or remote orders, this cost may be substantial. We recommend requesting an at-cost shipping quote before ordering, as you’ll be responsible for both outbound and return shipping if using our label.

Question 9

What does “distressed” mean in a rug?

Accepted Answer

In our shop, “distressed” refers to rugs that have undergone intentional treatments to create a worn-in look. This may include controlled shearing, fading, or sunning techniques. These rugs are often softened in appearance and are best suited for low- to moderate-traffic areas. We only carry distressed pieces that meet our standards for usability and design integrity.

Question 10

Do you offer trade or designer discounts?

Accepted Answer

Yes — we offer tiered trade and industry discounts to qualified designers and volume buyers. To apply, complete our trade registration form and register on our site. Applicants must provide a valid resale certificate or EIN. For New York tax exemption, a completed ST-120 form and a valid NY ship-to address are required. We recommend registering with a business domain email. Once approved, trade pricing will display when logged in. Full trade terms are outlined on our site.

Frequently Asked Questions

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