Questions & Answers

When you find a rug you wish to purchase, please click on the "Add to Cart" link within its details page (the link is found towards the middle of the page). A "details" page for a particular rug can be accessed by clicking on the rug's thumbnail image or carpet number within a particular rug gallery.

Repeat the process for any other rugs you wish to purchase.

Once you are ready to make your purchase, please scroll to the bottom of your shopping cart and click the "Checkout" button.

Clicking the "Checkout" button will perform an automated stock check for the rug(s) you wish to purchase and, if there is enough stock to meet your order, create an invoice for you.

Rugs on our web site are almost always available, as the web site is updated continuously to remove out of stock items.

If you wish to make your purchase after performing the automated stock check, please click the "Lock Invoice/Purchase Thru PayPal!" button (found towards the bottom of the checkout page). This locks your invoice (preventing further modification) and opens a new window to redirect you to PayPal's secure payment facilities.

Please follow the instructions on PayPal's web site to complete your purchase. PayPal™ is a leading merchant services provider and handles credit card transactions for Pak Persian Rugs.

Please note: Customers that reside in certain countries must create a PayPal™ user account in order to make payments via PayPal™. If you are given the option to purchase through PayPal™ and do not wish to open a PayPal™ user account, please contact us prior to your purchase and we will set up an alternative online payment method for you.

After making your payment, you will be able to view the status of your invoice via your shopping cart page. Once we receive notification of your payment from PayPal™, we will ship your rug(s) and send you a DHL, FedEx, or UPS tracking number via e-mail. This will enable you to track your rug(s) online during delivery.

Rugs usually ship on the day that we receive payment notification from PayPal™.

If, prior to your purchase, you wish to be sent additional images or have any questions about the rugs you are interested in (or wish to have rugs reserved for you while you make your purchase decision), please don't hesitate to fill in and submit our inquiry form (link at the top of each page on our web site).

If you wish to make a purchase, but do not wish to use your credit card online, please see "What are my payment options?" below.

2.1 Online credit card purchase via Kagi™ or PayPal™.

The standard payment option is an online credit card purchase through PayPal™. Please see " How do I go about purchasing a rug? " above for details on this payment option.

If you have trouble making your payment via PayPal™, but still wish to pay online, Pak Persian Rugs can set up payment via Kagi™. Please contact us if you wish to pay online via Kagi™.

2.2 Bank Transfer

Customers may pay for rugs through a direct bank transfer of funds. For information on how to purchase rugs through a bank transfer, please contact Pak Persian Rugs. Please note that your bank will charge a fee for this payment method. For more information on bank transfer fees, please contact your bank.

2.3 U.S. Residents - Payment by check or by credit card on the phone to Pak Persian Rugs' US Representative.

Customers based in the U.S. may pay by check or credit card (over the phone) to our US Representative. Contact details for our US Representative can be found here.

Please note: Payments made to our US Representative consist of a 2.8% non-refundable credit-card processing fee. In case of a return, in addition to our standard restocking fee, customers receive a full refund minus the 2.8% fee (this fee is withheld by our credit card processor).

3.1 How are rugs packed?

Rugs are first wrapped and sealed in two layers of plastic. Then, they are covered in a strong burlap sack, which is sewn closed.

3.2 How are rugs shipped?

Once Pak Persian Rugs receives confirmation that payment has been made, rugs are shipped via DHL (Worldwide Package Express service), FedEx (International Priority Delivery service), or UPS. If you prefer one courier over the other, please specify this when making your purchase.

3.3 How long does it take for delivery?

International delivery usually takes between 3 and 6 days.

3.4 Can I track my shipment online?

Once rugs are shipped, Pak Persian Rugs provides all customers with an online tracking number and instructions to track their rugs online during the course of the delivery period.

3.5 Is delivery included in the listed prices?

Yes, all listed prices include international home delivery with DHL, FedEx, or UPS. In addition, our couriers handle all customs clearance and related procedures.

All rugs are insured during the delivery period. If a rug is delivered to you in damaged condition or has been lost during the shipping period, customers will receive a full refund. If you wish to return a rug for any other reason, please see Returns/Refunds Policy below.



5.1 United States of America

Most US customers do not have to pay any duties or taxes on their purchases, as the rugs are usually for personal use. Officially, however, US duties/taxes for rugs are very modest, ranging from 0% to 3.5% of the rug's purchase price.

With recent changes in US duty schedules for goods imported from Pakistan, duty is no longer charged on rugs from Pakistan.

For shipments over US$2000, customers may be charged 0.21% or a minimum of US$25 by DHL/FedEx/UPS for customs clearance services.

Customers may be contacted by DHL/FedEx/UPS when the shipments arrive in the USA, to confirm that the rugs were ordered by them and to obtain any information needed at the time (such as additional address details, social security numbers if duty/taxes are to be applied, etc.).

Duty/taxes and DHL/FedEx/UPS charges, when applicable, are sent to the customer in the form of a bill sometime after the rugs have been delivered.

DHL, FedEx, and UPS handle all customs clearance and related procedures. Delivery time of 3 to 6 days includes customs clearance time by DHL/FedEx/UPS.

All deliveries to the United States are charged a Merchandize Processing Fee (MPF) of US$ 25 by the US Customs Service. In addition, couriers usually add US$ 5 for advancing any duty that may be applied. Payment for MPF and the courier's advance duty fee is the responsibility of the customer.

5.2 European Union

Customers are required to pay VAT when their rugs enter their country of residence (DHL, FedEx, and UPS pay VAT for customers and send them a bill on or sometime after delivery).

In addition, duty may apply when rugs are processed for customs clearance and varies from country to country. However, many customers are not charged duty, as the rugs are for personal use. For all other EU countries, please contact your local customs authority or e-mail (info@pakpersianrugs.com) Pak Persian Rugs.

DHL/FedEx/UPS handle all customs clearance and related procedures. Delivery time of 3 to 6 days includes customs clearance time by DHL/FedEx/UPS.

5.3 United Kingdom

Customers are required to pay VAT, currently at 17.5% for handmade rugs, when their rugs enter the United Kingdom.

In addition, duty may apply when rugs are processed for customs clearance. This can range between 0 to 8% of the purchase price.

DHL/FedEx/UPS handle all customs clearance and related procedures, pay applicable duty and VAT on behalf of customers, and bill customers for Duty/VAT on, or sometime after, delivery. Delivery time of 3 to 6 days includes customs clearance time by DHL/FedEx/UPS.

5.4 Australia

Please note: We encourage Australian customers to visit our Australian Web Site (http://www.pakpersianrugs.com.au), which lists prices that include tax and national delivery.

There is no duty for handmade rugs. However, customers must pay 10% GST on the total invoiced value of the shipment.

DHL/FedEx/UPS will handle all customs clearance and related procedures and collect any applicable fees/taxes from customers upon delivery.

5.5 Singapore

Customers are required to pay tax, currently at 5% for handmade rugs, when their rugs enter Singapore.

In addition, duty may apply when rugs are processed for customs clearance.

DHL/FedEx/UPS handle all customs clearance and related procedures and collect any applicable fees/taxes from customers upon delivery.

5.6 Canada

Import duties are currently at 6.5% for hand-knotted rugs and 12.5% for hand-woven rugs (or Kilims).

Additionally, goods imported into Nova Scotia, New Brunswick, or Newfoundland and Labrado will incur a Harmonized Sales Tax of 13% (this is inclusive of 5% GST).

For other provinces, a minimum of 5% GST will be applied.

Taxes are applied to the Canadian dollar value of the goods, including any duty applied to the goods.

DHL/FedEx/UPS will handle all customs clearance and related procedures and collect any applicable fees/taxes from customers upon delivery.

5.7 New Zealand

Until July, 2008, import duties for hand-knotted and hand-woven rugs are at 15%. From July, 2008 to July, 2009, import duties will fall to 12.5%.

According to the Working Tariff Document of New Zealand, rugs manufactured in certain less developed and least developed countries such as Pakistan, Iran, and Afghanistan should incur a duty of 13.5%, up until July, 2008, when duty will fall to 12.5%.

Additionally, GST of 12.5% is applied to the total value of the goods. GST is applied to the value of the goods plus any duty, shipping, and insurance costs.

Finally, an Import Entry Transaction Fee of $25.38 (GST inclusive) may be charged by NZ Customs.

DHL/FedEx/UPS will handle all customs clearance and related procedures and collect any applicable fees/taxes from customers upon delivery.

5.8 All other countries...

For duty/tax information for other countries, please e-mail (info@pakpersianrugs.com) Pak Persian Rugs or contact your local customs office.

6.1. Will the rug I see displayed on the web site be the particular rug that is shipped to me?

For the most part, the rugs displayed on our web site are those that will be shipped when orders are received. The exception is when rugs are listed as available in various sizes (additional size listings are usually found within the descriptive text on the page containing the rug's large image). In those cases, however, Pak Persian Rugs will e-mail photographs of the particular rug that will be sent to you.

6.2. How accurate are the images?

Pak Persian Rugs makes every effort to match the images as closely as possible to the actual colors. For example, to avoid the effects of different lighting on the colors in rugs, almost all images of rugs displayed have been taken under daylight conditions. The resulting images are then compared to the rug to ensure accurate representation.

However, it is not a perfect process and colors may vary slightly depending on your monitor's settings (e.g., contrast, brightness, etc).

6.3. How do I have additional images of a rug sent to me?

Pak Persian Rugs is happy to provide customers with additional photos of rugs, such as close-up images, to help clarify the rugs colors and design.

Please click the "Add to Cart" link on the page of the rug you are interested in. Then, click on the "Inquiry" link found towards the top of the shopping cart page. On the inquiry page, fill in your contact details, request additional photos in the questions/comments field, and press the "Submit Inquiry" button.

Alternatively, send us an e-mail (info@pakpersianrugs.com) with the number of the carpet you are interested in, mentioning that you would like to see additional images of the rug.

(2006-05-01) IMPORTANT: Please note that our return policy has changed.

Pak Persian Rugs sells hand-knotted rugs at heavily discounted prices and absorbs shipping costs when a customer decides to return a purchase. We operate on very low margins and, hence, do not encourage customers to adopt a "buy to try" approach.

If you have any doubts about the rug(s) you wish to purchase, please use our Inquiry form (linked at the top of each page on our web site) to submit an inquiry to us. We are happy to answer any questions that you have, send you additional images of rugs, and help you determine which rugs are the most suitable for your needs.

Our Returns/Refunds Policy is as follows:

UNLESS OTHERWISE SPECIFIED BY PAK PERSIAN RUGS, ITS REPRESENTATIVES, OR AGENTS PRIOR TO A PURCHASE, CUSTOMERS CAN RETURN THEIR PURCHASES FOR A REFUND (MINUS APPLICABLE FEES, SEE BELOW) UNDER THE FOLLOWING TERMS AND CONDITIONS:

1. THE ITEM OR ITEMS PURCHASED HAVE NOT BEEN IN THE CUSTOMER'S POSSESSION FOR LONGER THAN ONE WEEK AND HAVE NOT BEEN DAMAGED, STAINED, WORN, AND/OR OTHERWISE MODIFIED WHILE IN THE CUSTOMER'S POSSESSION.

2. IN THE EVENT OF A RETURN, IT IS THE CUSTOMER'S RESPONSIBILITY TO PAY FOR RETURN SHIPPING COSTS. TO REDUCE RETURN SHIPPING COSTS, CUSTOMERS IN THE UNITED STATES MAY RETURN PURCHASES TO OUR U.S. AGENT (LOCATED IN FRIENDSHIP, MAINE). LIKEWISE, CUSTOMERS IN AUSTRALIA MAY RETURN PURCHASES TO OUR REPRESENTATIVE IN BRISBANE, QUEENSLAND.

3. DUE TO THE ADDITIONAL INTERNAL COMPANY EXPENSES RESULTING FROM A RETURN, INCLUDING HANDLING, ACCOUNTING, BANKING, AND OTHER ASSOCIATED EXPENSES, A RESTOCKING FEE OF 10% WILL BE DEDUCTED FROM THE REFUND AMOUNT.

4. PURCHASES MADE BY CREDIT CARD THROUGH OUR U.S. AGENT CONSIST OF A 2.9% (MC/Visa) OR 3.5% (AMEX) NON-REFUNDABLE CREDIT CARD PROCESSING FEE. CUSTOMERS THAT RETURN ITEMS PURCHASED VIA A CREDIT CARD PAYMENT TO OUR U.S. AGENT WILL RECEIVE A REFUND MINUS THE 2.9% (MC/Visa) OR 3.5% (AMEX) CREDIT CARD PROCESSING FEE. THIS FEE IS SEPARATE TO THE RE-STOCKING FEE OUTLINED ABOVE.

PAK PERSIAN RUGS RESERVES THE RIGHT TO REJECT ANY CUSTOMER'S RETURN WHEN THE CUSTOMER IS NOT IN COMPLIANCE WITH THE ABOVE.

OUR RETURN POLICY IS SUBJECT TO CHANGE FROM TIME TO TIME. IT IS THE CUSTOMER'S RESPONSIBILITY TO CHECK OUR RETURN POLICY PRIOR TO A PURCHASE TO DETERMINE WHETHER ANY CHANGE HAS OCCURRED.

CHANGES TO OUR RETURN POLICY ARE APPLICABLE TO ALL PURCHASES MADE AFTER THE CHANGE IN POLICY.

The following terms and conditions apply to sales of all custom-order rugs. Please read through these carefully before proceeding.

1. A 50% non-refundable advance payment is required in order for custom orders to be placed. Work on the rug, including designing, wool dyeing, etc., will not start until this advance payment is made.

2. Upon completion of the rug, photos of the rug will be sent to customers. If the rug meets a customer's approval based on the photos, the 50% balance payment must be made before the rug will ship. If a customer is not happy with the rug based on the photos, Pak Persian Rugs will attempt to alter the rug to the customer's satisfaction when possible. Otherwise, customers may choose not to complete the transaction. In that case, the rug will not be sent to the customer. Please note that the 50% advance payment will not be refunded and the 50% balance due for the rug will not be charged to the customer.

3. Prices quoted include international delivery with DHL. Shipments with DHL generally take 3-5 business days to be delivered to customers. Customers can track shipments online during the course of the delivery period.

4. Pak Persian Rugs makes every effort to match the colors in photos of rugs as closely as possible to the colors in the actual rugs. However, it is not a perfect process and colors may vary slightly depending on monitor settings (e.g., contrast, brightness, etc). Please be aware that although pictures of rugs shown are representative of the rugs that will be made, there may be some slight variations in color in the actual rug.

In addition, the hand-dying of wool (for larger rugs in particular) is dyed in small batches at a time. This can lead to slight variations in one particular color in the rug. In some cases, this is a desired effect, particularly with Chobi rugs.

5. Time frames displayed for particular sizes are estimates. Rugs may be completed a litte sooner or a little later. For example, weather conditions can affect the final finishing processes of a rug. If it is raining, a rug cannot be stretched and dried in the sun for a few days (the final process in the production of a handmade rug). Similarly wool must be hung to dry in the sun after dyeing. Extraneous factors outside the control of Pak Persian Rugs may cause delays in the completion of a custom order rug, but the estimates provided are generally accurate.

6. Pak Persian Rugs' refund policy for in-stock rug purchases does not apply to custom orders. Once a transaction has been completed and the custom order rug has been received by customers, refund requests based on color, size, pattern and similar factors will not be accepted.

7. Sizes for custom order hand-knotted rugs can vary by up to 3 inches or 7.62 centimeters width-wise and lengthwise, due to the inherent nature of producing a hand-knotted rug.

8. Patterns for custom order rugs will be as closely matched as possible to the desired look. However, due to size differences and other (human) variables, slight variations in patterns are possible. In addition, certain types of rugs may have altered patterns in larger or smaller sizes as standard. For example, a carpet with a repeating all-over pattern of Guls such as a Bokhara will have many more Guls in a larger size (click for an example) than in a smaller size (click for an example). Pak Persian Rugs provides sample photos of rugs in the same pattern in different sizes where possible, but some carpets may not have been made in other sizes before, and as a result, no photo will be available to view. In these cases, Pak Persian Rugs will get in touch with customers to confirm certain pattern details and will provide a picture of the design on paper when it has been completed in order to obtain customer approval.

Thank you for your interest in purchasing a gift voucher from Pak Persian Rugs.

The terms and conditions below, along with our privacy policy and returns/refunds policy, govern our relationship with you with regards to the purchase and use of a gift voucher.

Please read these terms and conditions carefully before you decide whether or not to proceed with the purchase or use of a gift voucher.

If you do not agree with these terms and conditions, our privacy policy, and our returns/refunds policy, you may not purchase or use a gift voucher issued by Pak Persian Rugs.

The terms and conditions are as follows:

• Gift vouchers can only be purchased and redeemed through our accepted payment methods.
• Gift vouchers must be used within 12 months of purchase, which is on or before the expiry date specified on the voucher.
• Gift vouchers are non-refundable. Additionally, gift voucher recipients cannot return gift vouchers to Pak Persian Rugs for a cash refund or exchange their vouchers for cash.
• A gift voucher's recipient may redeem the gift voucher's unused balance up until the expiry date specified on a gift voucher. Unused balances on gift vouchers cannot be transferred.
• All sales in which gift vouchers are redeemed are subject to Pak Persian Rugs' returns/refunds policy.
• The balance of sales that exceed a gift voucher's value must be paid through one of Pak Persian Rugs' accepted payment methods.
• If an attempt to use the gift voucher is made by a person or persons other than the recipient specified at the time of purchase, Pak Persian Rugs will seek approval from the gift voucher's purchaser prior to shipping. Due to privacy concerns, Pak Persian Rugs will not provide the gift voucher's purchaser with names or any other personal information concerning the person or persons who have attempted to redeem the gift voucher. The gift vouchers purchaser understands that he or she is ultimately responsible for gift voucher codes that are inappropriately shared with or used by any such person or persons and Pak Persian Rugs is not liable for any loss or hardship, monetary or otherwise, that may arise through the inappropriate use of such gift vouchers.
• Changes made to these terms and conditions are applicable to all gift voucher purchases made after the changes. Changes to our returns/refunds policy, however, will apply to any sale in which a gift voucher is redeemed after the change in our returns/refunds policy.
• You understand and agree that these terms and conditions, along with our privacy policy, returns/refunds policy, and accepted payment methods are subject to change without prior notice.

If you are interested in purchasing rugs for resale, please contact Pak Persian Rugs and list the types/qualities of rugs, the quantity (by square feet/meters), and the shipping method (e.g., DHL/FedEx/UPS delivery, airport-to-airport, sea) you are interested in.

Listing particular rugs (by number) from our web site or adding them to a shopping cart is helpful. If you add rugs to a shopping cart, please be sure to send us your shopping cart's reference number (or, once you have added rugs to a shopping cart, use our inquiry page to contact us).

Pak Persian Rugs will respond within 24 hours with the rates per square foot/meter.

11.1 Using The Search Function

To find rugs of a particular size, design, color, or country of origin (in addition to other criteria), please click on the "Search" link located at the bottom of the left-hand-side menu of our web site or near the top of each page on our site. Enter the characteristics of the kind of carpet you are looking for and click the "Search" button. If your search is unsuccessful (i.e. no results are displayed), please modify your search criteria and try again.

Alternatively, we are quite happy to help you search for rugs. Please send us an e-mail (info@pakpersianrugs.com)stating your requirements and we will try to find the kind of rug you are looking for, with no obligations attached.

If you saw a carpet you like in a store but do not remember the design name, try looking through our Visual Index of Designs page to determine the rug's design.

11.2 I can't find a carpet I previously saw on your web site...

If you can't find the carpet you were looking at during an earlier visit, it has most likely been sold or put on hold for a customer.

However, the carpet may become available again if the other customer decides against purchasing the rug or does not follow through with the purchase for any other reason. In addition, there is a possibility that Pak Persian Rugs will be able to find you another almost identical rug.

We recommend, therefore, that you inquire about the rug, even though it may no longer be listed on our web site. When inquiring about rugs that are no longer listed on our web site, please provide us with the rug's identification number, or describe the rug's size, colors, and design.

11.3 I saw a carpet in a store with a number on it. Will I be able to find the rug on your web site with the same number?

Unfortunately, the answer is no. The numbers labeled on rugs from other stores/carpet dealers do not have any significance to Pak Persian Rugs.

If you are looking for a similar carpet, try to note the design name, the colors, the country of origin. With these details, we will be able to find you a similar rug.

Pak Persian exports carpets to dealers and retail stores all over the world.

In order to maintain good relations with our dealers and retailers, however, we have decided that it would be inappropriate to list their locations.

Instead, Pak Persian Rugs offers a full refund policy. If a customer is not satisfied with their purchase for any reason, they may return their purchase within one week of receiving their rug(s). Please note that conditions apply, for more information please read our Returns/Refunds Policy.