Registration forms are available at www.Vandenloom.com/Register. A representative will then reach out to review and verify your trade credentials before your account is activated.

Carpet samples are supplied to our partners for the purpose of design, texture, and color, and are subject to standard industry manufacturing tolerance in color and quality.

How to Order Samples: Registered customers may contact us to request samples. The Samples Department will confirm availability and tracking details will be provided automatically to any email on file.

Samples on Loan: Showroom samples may be loaned to clients for a period of 48 hours. A fee will be charged for samples not returned within this period.

New Clients: If your account is not approved for payment terms, payment in full is required before shipping of in-stock goods. Payment terms are not guaranteed and are subject to approval.

Custom & Made-to-Order: A 50% deposit is required to place the order. The remaining 50% balance is due before delivery.

Important

At Vandenloom, goods are carefully inspected prior to shipping through a multi-stage process to ensure any irregularities fall within manufacturing tolerances and accepted industry standards.

However, the final inspection is the client's responsibility. Upon receipt, customers must open the shipment and verify that quantity, color, and design are accurate and match the order. The correct design and color should be confirmed again before the product is cut by the installer.

Any claims must be submitted to Vandenloom, and a final decision must be reached before delivering or installing any carpet or rugs. Failure to follow the claims process may result in the loss of financial compensation, regardless of the validity of the claim.

Items eligible for return must be unused and returned in original condition. Please call or email us to begin the return process.

• 1–6 days from delivery: Store credit refund; 10% restocking fee. Client is responsible for return shipping charges.
• 7–14 days from delivery: Store credit refund; 20% restocking fee. Client is responsible for return shipping charges.
• 14 days or more: Non-returnable.

On-Site Limitations: Vandenloom is not responsible where on-site conditions or limitations prevent delivery. It is the buyer's responsibility to confirm that completed items can be accepted by elevators, entry doors, and other points of entry. Vandenloom has the right to rely upon the accuracy of all information, plans, drawings, specifications, and measurements provided by the buyer.

Additional Costs: Unless specifically stated otherwise, all delivery, packing, crating, shipping, in-transit insurance, local delivery, un-crating, installation charges, cutting of doors, as well as sales or other taxes are in addition to the stated purchase price.

Delivery Dates: Clients must inform Vandenloom of any installation deadlines or delivery dates before placing an order. Quoted delivery dates are approximate estimates. Vandenloom is not responsible for delays due to circumstances beyond its control, including labor disputes, supply shortages, transportation issues, accidents, fires, acts of God, or other disruptions. Vandenloom will not be liable for any rescheduling, delivery, or moving fees due to non-compliance with this term.

Carpet and rugs with obvious defects and/or visual damage must be reported to Vandenloom within 7 days after receipt of merchandise.

Architectural Plans: When construction plans or diagrams are produced and supplied to buyer's specifications, the buyer agrees to indemnify Vandenloom against all actions, proceedings, costs, claims, damages, expenses, and demands arising from the rights or claims of third parties.

We recommend conventional tack-and-pad installation over a firm, dense pad such as synthetic felt.

Seams: Handmade products can slightly vary in dimension, repeat, or pattern. Matching seams may be challenging but attainable. Seams may require trimming — this is a normal and expected solution. Visible seams are normal even when seaming is done well. Flat-woven patterns may present more visible seams.

Stair Installation: We do not warranty carpet on stair installations and will not entertain any claims on such installations. Purchasing additional carpet for future stair installation is recommended.

The following are inherent characteristics of natural and handmade products and are not considered defects:

• Handmade Variations: Pattern, repeat, and dimensions may vary slightly within industry standards.
• Yarn Variation: Berber and heathered yarns are spun to create striations and flecks of color. Random coloring is inherent to wool.
• Streaking: Wool fibers may sometimes appear to streak in the carpet face, due to the natural tolerance of wool vs. synthetic yarns.
• Striation: For Stria carpets, yarn striation is part of the design's beauty and may vary from roll to roll or from sales samples.
• Color Variation: Due to dye-lot variations, carpet colors may vary slightly. A cutting for approval (CFA) is recommended where shade is critical.
• Shading / Watermarking: Shading (also called watermarking, roll crush, or reverse pile) can occur on all handmade materials and is not a manufacturing defect. No claims will be considered. Normal foot traffic and regular vacuuming should improve this condition.
• Shedding: A natural characteristic of wool and wool-blend carpets. Loose fibers can be removed with gentle vacuuming. Aggressive methods can cause excessive fuzzing.
• Sprouts: Woven loop pile carpets may occasionally sprout. This is not a defect and can be remedied by clipping. Suction-only vacuuming is recommended. No guarantees are provided for pulls and snags.
• Sisal & Natural Fiber Products: Knots, color variations, and mis-weaves are natural qualities inherent to plant-fiber floor coverings and add character.
• High / Low Wires: Wilton or Axminster carpets may exhibit high or low wires, which are inherent characteristics of woven carpets.
• Scent: Newly opened rolls of latex-backed carpet may have an aroma that should dissipate within 24–48 hours.
• Fading: Provide carpets normal protection from direct sunlight. Fading can also result from chemicals such as pesticides or household cleaning agents.

Non-Cancellable

Custom Rugs: Custom-sized rugs are made to your exact specifications and cannot be cancelled, changed, or returned once the factory confirms the order is in production. All deposits are non-refundable at that point.

Broadloom: Broadloom orders cannot be cancelled, changed, or returned once the factory confirms the order is in production. All deposits are non-refundable at that point.

We encourage clients to review all specifications carefully prior to approval. All custom orders are subject to mill coverage.

Warranties: Vandenloom stands behind its products and will address manufacturing defects that are discovered. However, Vandenloom does not supply any written or implied warranties regarding merchandise. Complaints are handled on an individual basis.

Cleaning: We cannot guarantee the successful cleaning of your rug, and any attempt to do so is at the client's risk. It is highly recommended to engage a professional cleaner to assess any cleaning needs. Proper care and cleaning is important to maintain a carpet's appearance and integrity.

Damage: Vandenloom is not responsible for locally caused pet damage, burns, cuts, soiling, or stains.

Price Increases: Prices are subject to change. Customers will be notified in advance of any increases.

Your satisfaction is our priority, and we are committed to resolving any verified issues with fairness and integrity.