Frequently Asked Questions

Samples for all of our rugs can be ordered online by selecting “Sample” link on each product description page.

Tracking information is sent to the email address you provided at the time of shipment. If you have not received it, please contact us at heretohelp@viarugs.com

Once items have been ordered, a confirmation page will show a summary of your transaction. You may choose to print this for your records. An email version of this summary will be sent promptly, provided that we have an accurate email address. We’ll send a subsequent email(s) when your product ships, including tracking information.

If you are in the process of checking out and decide you do not want to complete the order, you can leave the checkout process at any time by using your browser’s back button, the checkout buttons that return you to the previous step or clicking on the logo at the top of the page. If you logged into your ViA account before placing an order, the items in your cart will remain there for your next visit. If you are not a registered ViA user, or if you did not log into your account before placing an order, your cart will be deleted after 30 minutes of inactivity.

If you have already placed your order and would like to cancel it, please call us at (917) 970-1099.

Samples may be returned within 20 days of delivery with a complimentary shipping label.

Refunds may only be issued in the same form as the original payment.

Please contact us at heretohelp@viarugs.com for your label.

You don’t have to log in to shop on the site. However, registering an account is highly encouraged to facilitate checkout and to take advantage of other personalization features, such as accessing your order history or wish list. Additionally, when we have special offers or new products, our registered users will be among the first to know. Creating an account with us is simple. All we need is your email address and a password. You can create an account here.

You don’t have to log in to make a purchase on the site. However, registering an account is highly encouraged to facilitate checkout and to take advantage of other personalization features, such as accessing your order history or wish list. Additionally, when we have special offers or new products, our registered users will be among the first to know. Creating an account with us is simple. All we need is your email address and a password. You can create an account here.

If you have an account with ViA and are signed in to the same account with which you placed the order, you should be able to view your order online. If you are unable to access your order, please email us at heretohelp@viarugs.com so that we can link your order with your account.

For all custom-sized rugs and runners, please contact us at heretohelp@viarugs.com, and we will happily assist you with your order.

Our rugs are handcrafted for life but will require maintenance to keep them looking good. You can expect a ViA rug to last for many years to come, provided it is well-maintained and cared for.

Our rugs are handmade on looms by traditional artisans in India. Different weaving techniques and weights of yarn create variations in the finished styles and designs. Read more about our process here.

By making our rugs by hand, ViA has chosen to embrace the organic natural variation that is evident. Our rugs are individually produced on traditional looms that are handwoven by artisans.

Machine-made rugs are more likely to appear ‘perfect’ but lack in unique character, while individual weaving techniques give handmade rugs their distinctiveness, like the beauty marks of a truly unique, one-off artwork.

Attend to the spill or stain as quickly as possible to minimize the risk of permanent damage.

To clean a spill, place a damp chamois or paper towel over the spill and apply reasonable pressure to draw up as much of the stain as possible. If the stain is still apparent, passing water through the rug will help ensure the entire stain is removed. The area may be saturated with any amount of water in order to achieve this, provided there is room to drain or a towel to absorb the liquid. First, place a towel or grouping of paper towels underneath the area of the rug with the stain. Slowly pass water from the top of the rug to the towels underneath in order to absorb the stain, patting gently. Avoid rubbing, as this will disturb the fiber.

A rug pad is laid beneath your rug or runner to prevent slipping, provide extra comfort and extend the life of your rug. It is highly recommended for all of our rugs.

A rug pad can be placed on smooth or hard floors (timber, parquet, laminate, tile, stone, marble, cork, and PVC floor coverings) and on heated floors. It can also be used on carpets to prevent rugs from creeping. Newly sealed floors must be completely dry and cured before laying any rug or underlay.

Our underlays measure 0.8″ in thickness with a light adhesive finish on both sides. Underlays should be 2″ smaller than your rug on each side.

Ensure the rug pad is cut approximately 2″ smaller than the size of your rug on all sides.

Clean the floor where the rug will lay so that it is free of dust, wax, and grease. Place the rug pad on the floor and carefully roll the rug out into position. If the rug pad is in many pieces (as will be the case with large-sized rugs), lay them together with no overlap before placing down the rug.

Newly sealed floors must be completely dry and cured. We recommend a curing period of at least four weeks before the installation of any rug pad.

Heavy furniture can flatten a rug’s pile. Using furniture caps and rotating your rug regularly will help to minimize indentation.

For questions, we haven’t answered or information we haven’t provided, please email us heretohelp@viarugs.com. We welcome your comments and suggestions and thank you for shopping with us.