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Frequently Asked Questions
How Can We Help?
Welcome to the Carpitzi FAQ. Whether you're looking for a handmade wool rug, need help choosing the right size, have a question about custom rugs, or want to know more about shipping, returns and rug care, you'll find answers below.
At Carpitzi, we create hand-tufted and hand-knotted rugs crafted by skilled artisans in Bhadohi, India, a historic center of India's rug-making tradition.
If you cannot find the answer you're looking for, our customer support team is happy to help.
Email: Support@test.satraassociates.in
01 — Shopping & Ordering
How do I place an order with Carpitzi?
Ordering from Carpitzi is simple:
- Browse our handmade rug collection.
- Select your preferred design and size.
- Review the product details, material and construction information.
- Add the rug to your cart.
- Enter your shipping and contact information.
- Complete your secure payment.
- You will receive an order confirmation by email.
If you need a custom size, custom color or design modification, please contact us before placing your order.
Need help choosing a rug? Email Support@test.satraassociates.in and our team will be happy to assist.
Can I purchase a rug without creating an account?
Yes. You can place an order as a guest.
How do I know whether a rug is available?
Product availability is shown on the individual product page. Ready-to-ship rugs and made-to-order rugs may have different processing times.
If you need to confirm availability, contact: Support@test.satraassociates.in
Do you offer rug samples?
If you would like to see a color or material before purchasing, please contact our team.
Email: Support@test.satraassociates.in
Sample availability may vary by collection and material.
Can I order a custom-size rug?
Yes. Carpitzi offers custom-size handmade rugs for many designs. If you require a size that is not listed on the product page, contact us with your required length, width, preferred design and color.
Email: Support@test.satraassociates.in
Can I request a custom color or design?
Custom colors and certain design modifications may be possible depending on the rug and production requirements. Please contact us before placing your order.
02 — Rugs, Materials & Craftsmanship
Are Carpitzi rugs handmade?
Yes. Carpitzi specializes in hand-tufted and hand-knotted wool rugs crafted by skilled artisans. Because our rugs are handmade rather than mass-produced, subtle variations in texture, pile, color and finish may occur.
Where are Carpitzi rugs made?
Carpitzi rugs are crafted in Bhadohi, India, a region with a long-standing carpet-making heritage. Our collections combine traditional craftsmanship with contemporary rug design.
What materials are used in Carpitzi rugs?
Our collections use carefully selected materials depending on the individual design. Many of our rugs are made using natural wool, including premium wool selections used for hand-tufted and hand-knotted construction. Please refer to each individual product page for the exact material specification.
What is the difference between a hand-tufted and hand-knotted rug?
Hand-tufted rugs are created by pushing yarn through a prepared foundation using a hand-tufting technique. Hand-knotted rugs are individually constructed by tying yarn around the foundation by hand. This traditional technique is highly labor-intensive and creates a distinctive, durable construction.
Are slight variations normal in handmade rugs?
Yes. Because each rug is handmade, slight variations may occur in:
- Size
- Texture
- Pile height
- Color
- Pattern placement
- Yarn characteristics
These are natural characteristics of handmade production.
Why may my rug color look slightly different from the website?
Colors can vary depending on lighting, screen settings, photography conditions and the natural characteristics of wool and dyes. We make every effort to represent colors accurately, but a small difference between an online image and the physical rug may occur.
If color is particularly important to your project, contact: Support@test.satraassociates.in
03 — Custom & Made-to-Order Rugs
How long does a made-to-order rug take?
Made-to-order rugs require additional production time because they are crafted according to the selected design, size and specifications. Production time may vary depending on size, design complexity, construction, material availability and customization requirements. The estimated production time will be communicated with your order.
Can I change my custom rug after placing an order?
Custom specifications can generally be changed only before production begins. Once production has started, changes may no longer be possible because materials and artisan production have already been allocated to your order.
Contact us as soon as possible: Support@test.satraassociates.in
Can I cancel my order?
Standard order cancellation requests must be made within 24 hours of placing the order. For made-to-order or customized rugs, cancellation is subject to production status. Once production has started, the order generally cannot be cancelled because the rug is being made specifically for you.
Please contact us immediately if you need to cancel. Support@test.satraassociates.in
Are custom and made-to-order rugs returnable?
Custom, personalized and made-to-order rugs are generally non-returnable once production has begun, because they are created specifically according to the customer's requirements. If you have questions about your order, contact us before production begins.
04 — Shipping & Delivery
Where does Carpitzi ship?
Carpitzi ships internationally, including to customers in the USA, UK, Europe and other destinations, subject to shipping availability.
Which shipping companies do you use?
Depending on the destination and order, Carpitzi may use established international carriers such as DHL Express and FedEx. Tracking information will be provided after dispatch.
How long does delivery take?
Delivery time depends on the destination, production status and shipping method. Made-to-order rugs require production time before international shipping begins. Once your rug is dispatched, you will receive tracking information.
How can I track my order?
Once your order has been packed and shipped, tracking information will be sent to the email address used during checkout. If you have not received tracking information when expected, contact: Support@test.satraassociates.in
Will my rug arrive rolled?
Most rugs are carefully rolled and securely packaged for international transportation. After delivery, unroll the rug and lay it flat. Temporary rolling marks or minor creases can occur after transportation and normally relax naturally with time. See our Rug Care Instructions for additional guidance.
What should I do if my package arrives damaged?
Please inspect your package and rug as soon as possible after delivery. If the rug appears damaged:
- Take clear photographs of the packaging.
- Photograph the rug and affected area.
- Keep the original packaging.
- Contact us promptly.
Support@test.satraassociates.in
Our team will review the information and guide you through the next steps.
Are customs duties and import taxes included?
Customs duties, import taxes and other charges may depend on the destination country's regulations. Customers may be responsible for charges imposed by their country's customs authorities unless specifically stated otherwise at checkout.
For questions about an international shipment: Support@test.satraassociates.in
05 — Returns & Refunds
What is Carpitzi's return policy?
Carpitzi offers a 21-day return policy for eligible ready-to-ship rugs. You may request a return within 21 days of delivery, provided the rug meets our return conditions.
The rug must generally be:
- Unused
- Clean
- Undamaged
- Unaltered
- In its original condition
- Properly packaged for return
Custom, personalized and made-to-order rugs are generally non-returnable once production has begun. Please review our complete Returns & Refunds Policy for all applicable terms and conditions.
When does the 21-day return period begin?
The 21-day return period begins on the date your rug is delivered. Please contact us within this period if you wish to request an eligible return.
Email: Support@test.satraassociates.in
How do I request a return?
Please contact Carpitzi before shipping your rug back. Do not send a return to an address on the original shipping label without receiving return instructions from our team.
Email: Support@test.satraassociates.in
We will provide the appropriate return instructions.
Who pays for return shipping?
For an eligible change-of-mind return, the customer is generally responsible for the return shipping cost. If the rug arrives damaged, defective or incorrect due to a Carpitzi error, we will review the issue and determine the appropriate resolution.
Can I return a custom-size rug?
Custom-size, personalized and made-to-order rugs are generally non-returnable once production has begun because they are produced specifically according to the customer's requirements. If you require a custom rug, please make sure you are satisfied with the specifications before production begins.
For questions: Support@test.satraassociates.in
Can I exchange my rug?
Eligible rugs may be exchanged subject to the applicable return conditions and product availability. Please contact us before returning the rug.
Support@test.satraassociates.in
When will I receive my refund?
Once the returned rug reaches our facility, it will be inspected. After the return is approved, the refund will be processed to the original payment method according to the Carpitzi Returns & Refunds Policy and payment-provider processing times.
What if I receive the wrong rug?
If you receive an incorrect item, contact us as soon as possible. Please provide photographs of the rug, packaging and product label if available.
Support@test.satraassociates.in
We will review the issue and assist with the appropriate resolution.
06 — Payments
What payment methods does Carpitzi accept?
Available payment methods are displayed during checkout. Depending on your location, available methods may include major credit and debit cards and other supported payment services.
Is my payment secure?
Carpitzi uses secure payment processing and website security measures designed to protect customer information during checkout. Never send your complete card number, CVV or banking password by email.
What happens if my payment fails?
Check that your payment information is correct and contact your bank or payment provider if necessary. If your payment continues to show as pending or processing, contact: Support@test.satraassociates.in
Can I use a discount code?
If you have a valid Carpitzi promotional code, enter it during checkout. Promotional terms may vary by offer.
07 — Rug Care
How should I care for my Carpitzi wool rug?
Regular, gentle care is the best way to maintain a handmade wool rug. We recommend:
- Vacuuming regularly with gentle suction
- Using a flat or suction-only attachment
- Blotting spills immediately
- Using a suitable rug pad
- Rotating the rug periodically
- Protecting the rug from prolonged direct sunlight
- Avoiding harsh chemicals
For the complete guide, visit our Rug Care Instructions page.
Is shedding normal for a new wool rug?
Yes. Some shedding is normal with new wool rugs, particularly handmade rugs. Gentle, regular vacuuming helps remove loose fibers. Do not pull individual fibers from the rug.
What is sprouting?
Sprouting occurs when an individual yarn or fiber extends slightly above the surrounding pile. If necessary, carefully trim the protruding fiber with scissors. Do not pull it.
Can I wash my Carpitzi wool rug at home?
We do not recommend washing a handmade wool rug in a household washing machine. For deep cleaning, use a professional rug cleaner experienced with handmade wool rugs.
Can I use a rotating brush or beater bar?
We recommend avoiding rotating brush heads and beater bars on handmade wool rugs. Use gentle suction with a flat or suction-only attachment instead.
Should I use a rug pad?
Yes. A suitable rug pad can help reduce movement, improve comfort, protect your floor and reduce friction.
08 — Handmade Rug Questions
Why does my handmade rug have slight variations?
Unlike machine-made carpets, handmade rugs are individually crafted. Small variations in texture, pile, color or pattern placement can occur naturally. These characteristics are part of the individuality of handmade craftsmanship.
Is a handmade rug suitable for high-traffic areas?
Many wool rugs can be used in living rooms, bedrooms, dining rooms, offices and other frequently used areas. Suitability depends on the rug's construction, pile, material and expected level of traffic.
If you need help choosing a rug for a high-traffic space: Support@test.satraassociates.in
How long can a wool rug last?
A well-made wool rug that receives appropriate care can remain beautiful for many years. Its lifespan depends on construction, material, traffic, cleaning, sunlight, furniture placement and maintenance.
Why does my rug have a different texture from the product photograph?
Handmade rugs naturally have variations in pile, yarn and texture. Photography, lighting and screen settings can also affect how texture appears online.
09 — About Carpitzi
Where are Carpitzi rugs made?
Carpitzi rugs are crafted in Bhadohi, India, a historic carpet-making region known for its skilled artisans and rug-making heritage.
How are Carpitzi rugs made?
Depending on the collection, our process can include:
Design → Material Selection → Artisan Production → Finishing → Quality Inspection → Packaging → International Shipping
Our hand-tufted and hand-knotted rugs are produced with attention to design, texture, materials and finishing.
What is Bhadohi known for?
Bhadohi is one of India's historic carpet-making regions and is widely associated with skilled rug weaving and carpet craftsmanship. Carpitzi connects this heritage with customers around the world.
Are Carpitzi rugs machine-made?
Our featured handmade collections are produced using artisan techniques such as hand-tufting and hand-knotting. Please refer to each product page for the exact construction of the rug you are purchasing.
10 — Contact & Customer Support
How can I contact Carpitzi?
For questions about products, custom rugs, orders, shipping, returns or rug care, contact our customer support team.
Email: Support@test.satraassociates.in
When contacting us about an existing order, please include your order number so we can assist you more quickly.
I have a question that isn't answered here. What should I do?
We're happy to help. Send your question to:
Support@test.satraassociates.in
For product questions, you can also include the product name, desired size and photographs or design references if relevant.
Still Have Questions?
We're here to help you find the right handmade rug for your home.
Whether you need help choosing a hand-tufted wool rug, hand-knotted rug, Oushak rug, modern wool rug, geometric rug, botanical rug or custom-size rug, our team is available to assist.
You can use our search bar at the top of the page to search for specific products or browse through our categories.
Yes, you can create a wishlist and save products for later purchase. Simply click the “Add to Wishlist” button on any product page.
Product availability is indicated on the product page. If a product is in stock, you will see a “Add to Cart” button. If it’s out of stock, you may see a notification or the option to be notified when it’s back in stock.
Yes, you can make purchases as a guest without creating an account. However, creating an account allows you to save your shipping information, track your orders, and access exclusive offers.
Payment Information
We accept credit cards, debit cards, PayPal,
Yes we use highly securely payment providers your payment information is secure. We use security measures, e.g., SSL encryption to protect your data.
Yes, you can apply a coupon code during the checkout process. Simply enter the code in the designated field.
If your payment fails, you will be notified and given the option to try again or choose a different payment method. Please ensure that your payment information is correct and that you have sufficient funds in your account.
Order & Returns
We gladly accept returns and exchanges within 14 days of delivery. The return window begins on the exact day your package is marked as delivered by the courier service. To be eligible for a full refund or exchange, items must be returned completely unused, clean, unaltered, and in their original packaging and condition. Please note that custom and personalized orders are made exclusively for you and are non-returnable.
Please contact us through our contact page or email before returning an item. Do not send your purchase back to the sender address on your shipping label without notifying us first; we must provide you with specific instructions and the correct warehouse routing address to properly track your refund. Once you reach out, our customer care specialists will guide you step-by-step through the process.
Return shipping costs and logistics are the buyer’s responsibility. We highly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee receipt of your returned item. However, if your rug unfortunately arrives damaged, defective, or incorrect due to our error, we will fully handle the return shipping costs and arrange a swift replacement.
Yes! We gladly accept exchanges within 14 days of delivery as long as the rug is in its original, unused condition. Please contact us prior to sending your rug back so we can verify stock availability or discuss modifications, and guide you through the routing process.
Ordering from Carpitzi
Placing an order with Carpitzi is simple and secure:
Browse & Select: Explore our collection of premium rugs. Choose between our Ready-to-Ship items or our Made-to-Order options.
Review Sizes: Check our Size Information section to choose the perfect dimensions for your space. (If you need a custom size, color, or design, please contact us prior to ordering).
Checkout: Add your selected rug to your cart and proceed to checkout. Enter your shipping details carefully—we deliver across the USA, UK, and EU.
Confirmation: Once your secure payment is processed, you will receive an immediate order confirmation email with your purchase details.
Yes, absolutely. Once your order has been packaged and dispatched from our facility, a unique tracking code is automatically sent to the email address you provided at checkout. You can check your email inbox, copy your tracking number, and use the links on our tracking page to monitor your delivery in real time via DHL Express or FedEx.
Ready-to-Ship Rugs: Because these items are processed and dispatched within 1 business day of purchase, modifications or cancellations must be requested immediately. Once an order is shipped, it cannot be changed or canceled.
Made-to-Order / Custom Rugs: You can modify design elements, sizing, or colors before production begins. Once details are confirmed and our artisans start crafting your bespoke piece, custom orders cannot be canceled or modified.
If your rug arrives damaged, defective, or incorrect, please take photographs of the item and its packaging immediately. Contact our support team right away through our Contact Us page. In these instances, we will completely handle the return shipping logistics and cover all replacement costs to make it right for you.