Product and Company Resources



Because our floorcoverings are woven from Natural Fibers, they have normal irregularities that are considered part of their charm. Variations in weave and shading, for example, create a distinctive, interesting character that makes natural fiber floor coverings unique. What you won't find anywhere is a perfect natural fiber Floorcovering. Our desire is to provide as much information as possible to inform our customer what to expect with our products made from natural fiber...perfectly natural fibers with naturally imperfect characteristics. We also provide general information on some of our general business practices.








Overview of Natural Fibers

Natural Fibers

Care and Cleaning

Care

Fibreworks® Natural Floorcoverings are relatively easy to maintain. Sisal, Coir, and Jute are hard natural fibers that will perform well in most environments with only regular vacuuming. The static-free nature of the fibers will not attract and cause dust to cling. Dirt and grit tend to filter through weave rather than stay on top of the surface, thus reducing abrasion to these floorcoverings. Bacteria will not penetrate the hard fibers of these natural products.

Cleaning

  • Vacuuming - The best care you can give your floorcovering is regular, thorough vacuuming. Proper vacuuming requires both suction and brush action. Either an upright or canister type vacuum cleaner can be used. For best vacuuming results, vacuum from different directions, making several passes over the area. Heavy traffic areas require the most attention and should receive regular vacuuming to reduce soil build-up and prolong the beauty and life of the floorcovering.
  • Cleaning Natural Floorcoverng - Never saturate your carpet with water or cleaner; this will stain the carpet.
  • Removing Spills and Stains - Whenever possible, clean up a spill immediately after it occurs. If liquid, blot up as much as you can with a clean, undyed cloth, pressing firmly all around the spill to absorb as much of the liquid as possible. If the material is solid, scrape up what you can with a spoon or the dull edge of a knife or spatula.

Removing Spills and Stains

Recommended Cleaner:

HOST® DRY CARPET CLEANING SYSTEM:
SPOTLINE 1-800-558-9439
Web address: www.hostcarpetcleaning.com

A Note About Proper Vacuuming

Please insure that your vacuum beater bar is properly adjusted. Damage to the fibers of the carpet can occur if the brushes of the vacuum are set too low. Damage can include excess fuzzing or sprouting of the fibers. The head of the vacuum should be adjusted so that the brushes barely touch the face of the carpet. Do not use a vacuum that automatically adjusts. Dyson vacuums should not be used, as they will cause excess fuzzing. The best care you can give your floorcovering is regular, thorough vacuuming. Proper vacuuming will reduce soil build up and prolong the beauty and life of your floorcovering.

Characteristics of Natural Fiber

Because our floor coverings are woven from Natural Fibers, they have normal irregularities that are considered part of their charm. Variations in weave and shading, for example, create a distinctive, interesting character that makes natural fiber floor coverings unique. What you won't find anywhere is a perfect natural fiber floorcovering.

Sisal Plant

Expect these common irregularities:

  • A Few 'Plugs'

    Fibers that have been tied off during the manufacturing process.
  • Some Irregularity in the Ribs

    Some will be closer together, some farther apart.
  • Sprouts

    Some fibers, such as seagrass and hand woven jute, are short fibers. During handling, they sprout. Clipping sprouts is recommended.

    Sprouting Sprouting

  • Bowing

    This is quite common. We allow up to 2% bowing in our Natural Fiber Broadloom Carpet and Bordered Area Rugs. Due to construction and the nature of the fiber, the following collections have bowing tolerances over 2% and require customer approval before shipping: Taj, Cheena, Cheyenne.
  • Bowing

  • Variation in Loop Size

    Woven Carpets made of natural fibers may have some irregularity in the yarns, which can create the appearance of a variance in loop size (warp or weft yarns). Variations of either thick or thinner yarns within 50% of normal are allowed.
  • Variation in Loop Size

  • Visible Installation Seams

    Especially in patterns that are difficult to seam (e.g. Herringbone, Panama and Diagonal).
  • Color Changes

    All natural fibers eventually return to their original colors. Bleached products darken over time, and colored fibers fade - so avoid direct sunlight on natural fiber rugs.
  • Expansion and Contraction

    The hydroscopic nature of natural fibers means that they adjust to environmental conditions. They're constantly moving! If broadloom (wall-to-wall) floor covering is purchased, it should be loose-laid for 24 hours in the room in which it will be installed, and at the temperature it will typically experience. This will let the fibers get used to their new surroundings. Customers often try to install carpeting as soon as they get it, only to find that they have to tell the installer to come back 24 hours later! To help avoid this situation, please review Fibreworks' How to Put a Carpet in Its Place brochure with your customers or visit The Carpet and Rug Institute web site at www.carpet-rug.com for a comprehensive view of most issues concerning carpet installation.
  • Color variance

    Your showroom samples may not match Fibreworks' current inventory. Call for current dye lot cuts. Dye lot differences are more significant with Natural Fibers than with synthetic ones due to growing seasons, soil conditions, moisture and other factors that occur in nature.
  • Foreign Yarns

    When weaving natural fibers,contamination occurs when fibers from previous production runs find their way into the current yarn. This is due to the nature of the fiber, collection process, and weaving process. Minimal foreign yarn is expected in all natural fiber products.

Customer's Responsibility

It is your responsibility to inspect the goods before any cutting, fabrication or installation occurs. Under no circumstance will an allowance be made after the goods have been altered.

Residential Use

Natural fiber products are recommended for residential use only unless otherwise specified.

For Indoor Use Only

Natural Fibers should not be used in areas where moisture is present or ventilation is inadequate. Never use steam or wet shampoo cleaning methods. For outdoor use, we recommend the Lanai Collection

A Note About Latex Backing...

Natural latex has been used as a carpet backing for years with excellent performance. The increased popularity of wood floors has introduced many new types of finishes and sealants, as well as cleaning agents. These new introductions may affect the performance of latex, including causing the latex to stick to the floor, discolor, or crumble. It is impossible to know how latex may react to the many new substances it can come in contact with. Please consider a rug pad as an protective measure for your floors. Fibreworks cannot be responsible for the performance of wood floors that react to latex.

A Note About Woven Outdoor Carpet...

Woven Outdoor Carpet, such as the Lanai Collection, is designed to simulate the weave of natural fiber floorcoverings but with the additional feature of being suitable for outdoor use. Just like its natural fiber counterparts, it is woven with fibers that tend to have irregularities. This is a purposely inherent quality, created to enhance its natural look. As with natural fiber floorcoverings, you will not find the weave to be perfect because it is designed to have just enough irregularity to give the product a distinctive and interesting character.
Due to the open weave of woven outdoor carpet, there will be some latex that appears on the face of the product. For outdoor performance the latex must be dense, or viscous, in order to withstand the elements. Latex will be more noticeable in darker colored material. Over time, the latex will dissipate from the product.

General Characteristics of Bordered Area Rugs

Because our floor coverings are woven from Natural Fibers, they have normal irregularities that are considered part of their charm. Variations in weave and shading, for example, create a distinctive, interesting character that makes natural fiber floor coverings unique. What you won't find anywhere is a perfect natural fiber floorcovering.

  • All rugs are individually custom fabricated from broadloom carpet rolls.
  • Cuts are generally made by following the valley of the ribs and along the buried thread. Rugs can be slightly out of square when cut due to the natural imperfections of the roll.
  • The variation in size and texture of natural fibers. such as seagrass, will often result in an irregular weave. This means that rug edges will not be perfectly straight.
  • Rugs may not be perfectly straight

  • Some materials have greater bowing or skewing than others due to the nature of the material. Rugs made from these materials will be cut as square as possible, and may require 'jumping ribs'. This is not a border application error. Photos below show examples of natural product skewing and border jumping ribs.

    Jumping Ribs

  • Pattern may be horizontal or vertical due to the size of the rugs or the material.
  • In some areas, backing may not extend to the edges of the rug to acheive the exact size.
  • Never pull rugs by the border.
  • Rugs may be rolled face in or face out depending on border application. Rugs with hand sewn mitered corners will usually be rolled face in to reduce stress on the miter.
  • Like any textile, roll up and shipping may cause borders to wrinkle. After unwrapping, and allowing to relax, carefully iron the border with medium heat and no steam. Adjust heat as needed. Do not iron leather, suede, Sunbrella®, or jute braid borders.
  • Iron Wrinkled Borders

  • Newly opened rugs with latex backing may have the scent of ammonia. This will dissipate within 24-48 hours.
  • The shedding of loose fibers is normal, it's actually a natural result of the process used to create wool rugs. When a rug is produced it goes through a combing process which helps remove short and broken fibers. However, some of these fibers fall onto the surface of the pile and appear as 'fluff'. The effect can vary depending on the material type. The excess fiber is only a small fraction of the total fiber contained in the rug. Shedding is a very common expectation in dealing with hand tufted and shaggy rugs. However even with this process in place it's impossible to prevent it from shedding. Regular vacuuming and proper care will help diminish the shedding over time.
  • A note about cutting rugs...Please be advised we can not hold tight tolerance when cutting natural fiber rugs. Large rugs can weigh as much as 400 pounds. The ability to hold and turn large rugs can be difficult, making it hard to keep tight tolerance on rug dimensions. The dimensions can be off as much as 1/2".

'Shaping' the Character of a Rug...Photo's of Rug Production

Click Here For a Printable Version

Rug Production Rug Production

Overview of Natural Fibers

Natural Fibers

Latex Backing

A note about Latex Backing... Natural latex has been used as a carpet backing for years with excellent performance. The increased popularity of wood floors has introduced many new types of finishes and sealants, as well as cleaning agents. These new introductions may affect the performance of latex, including causing the latex to stick to the floor, discolor, or crumble. It is impossible to know how latex may react to the many new substances it can come in contact with. Please consider a rug pad as an protective measure for your floors. Fibreworks cannot be responsible for the performance of wood floors that react to latex.

Claims and Return Information

Contact Account Managers regarding all claims.

All returns must be approved by Fibreworks®. Return Authorizations are issued by the Fibreworks® Customer Service department. No material will be received without a Return Authorization Number. All returns are subject to inspection.

Restocking Fees and Freight charges may apply:

  • 50% Restocking Fee on Bordered Area Rugs
  • 25% Restocking Fee on Broadloom Carpet and Loose Borders

No material will be received without RA and proper packaging.

Credit Policy

Fibreworks® products are available through retailers, interior design firms, and to the trade locations throughout North America. Contact us for a location near you or for information on becoming an account by calling 800-843-0063 (press #2).

Credit Policies

Fibreworks® accepts all major credit cards, wire transfer, and ACH.

Click Here to Print Your Credit Card Authorization Form

Requesting N30 Day Terms

  • Credit Application Required
  • Approval process requires verification from references, and may take up to 30 days.
  • Updated credit information may be required on an annual basis.

Production Lead Time begins when credit is approved or payment is received.

Freight Information

Approved Freight Lines

Fibreworks® will prepay shipments on Fibreworks approved freight lines. For a list of current approved freight lines, contact your Account Manager. Approved lines may vary without notice.

All other freight line carriers must be shipped on a Third Party or Collect basis. Cross dock charges apply to other carriers. Claims, disputes and all information regarding the shipments on non approved freight lines are the customers responsibility.

Volume Quotes

For larger volumes, Fibreworks® will gladly offer a quotation providing the least cost shipping alternative.

General Shipment Information

  • Call for LTL rates out of Louisville on Approved Freight Lines.
  • Extra charges may result on C.O.D. and Notification of Delivery Requests.
  • Extra charges may result on Residential (residential areas or limited access areas may qualify as Residential) deliveries OR deliveries to Non- Carpet stores (site delivery).
  • Extra charges may result on Island deliveries.
  • Extra charges may result on Oversize shipments (ie: 16'4" wide material)
  • Freight estimates are available for special delivery- i.e. overnight air freight.
  • Extra charges may apply to Expedited Orders
  • Rush charges may apply for expedited orders.
  • Advance payment of air freight charges may apply.
  • Shipment size 8’ x 10’ and under can be shipped UPS (certain charges may apply). Some exceptions may apply based upon UPS restrictions. Contact Fibreworks Account Management for more information. Rugs larger than UPS size restrictions will be shipped by freight line using the Dalton Freight rates.
  • Extra charges will apply when a signature is Required for UPS Shipments. This is an extra sevice and must be requested when you place your order. Please note, UPS does not limit delivery of a package to the person specified as the receiver in the UPS Shipping System. Unless the shipper uses a Delivery Confirmation Service requiring a signature, UPS reserves the right to make a delivery without obtaining a signature.
  • Rates are for continuous 48 states only. Call for Hawaii, Alaska, or Canadian rates.
  • Exception:North Georgia and Atlanta. Call for current rates.
  • For information on shipments made from the Anaheim, CA, or Dalton, GA warehouses, contact you account manager.

Freight Claims

Inspect Before Receiving Label

  • In order to make a claim against a Freight Line for damage or incorrect quantities, the following must be done. Please protect your interest and ours by notifying the freight line of any observed orsuspected damage at the time you receive the shipment. Freight claims are made against the freight line, not Fibreworks®. Freight Line rules require that the following be followed in order for a claim to be considered. If the proper notification is not made, Fibreworks® can not help reclaim the loss.
  • Upon arrival, please inspect for damage & incorrect quantity before signing.
  • Any damage (suspected/observed) to contents should be noted on the Delivery Receipt, without such notice the freight line will not honor a damage claim.
  • Concealed damage must be reported within seven days for a claim against a freight line to be considered.
  • Products should not be received if there is obvious damage. Simply refuse the shipment and contact Fibreworks® immediately.

Products Damaged in Shipping

Fibreworks®' goal is to work with you to ensure that every claim related to freight damage is placed with the appropriate party and is fairly negotiated. If proper steps are followed, freight claims can be easily and fairly negotiated. Without following the proper process, freight lines will not honor a claim. Remember, when it comes to a claim for products damaged in shipping, the claim is against the freight line, not Fibreworks®. We cannot help you recover a loss without proper implementation of good receiving and inspection policies and proper claim processes.

Freight line damage can be segmented into three groups:
  1. Obvious Damage- Product should not be received if there is obvious damage. In the case of obvious damage, do not receive material. Simply refuse the shipment and note on the delivery ticket 'shipment refused, due to damage'. Be even more specific in describing the damage if possible- every detail helps. Make sure you keep a copy of the receipt and the driver has a copy with your notation on it.
  2. With refused shipments, Fibreworks® can immediately process a replacement order because we know that the truck line is responsible for the damaged product. Please contact your Account Manager.

  3. Possible or Suspected Damage- Practically every shipment can have cause for suspicion that damage may be present. There could be dirty or torn packaging, broken or crushed core, indentations in the rug (it left our warehouse round). These are all reasons to suspect damage. You must document your suspicion on the delivery receipt. Write on the delivery receipt what you see (i.e. 'torn and dirty wrapper, possible damage, subject to inspection').

    Without a notation of suspected damage, you are receiving your shipment free and clear, and thus waiving your freight claim rights. It is possible that the freight line will ask that you inspect the shipment during the delivery if you suspect damage- please notate it on the Bill of Lading. This will save everyone time and money in the long run by dealing with the issue at that moment. If you do inspect at that time, and you notice damage, refuse the shipment. Fibreworks® will process a replacement product quickly as we know that the freight line is responsible for the damaged product.

    If you do not inspect the product at the receiving time, then you have- depending on the freight line- approximately 7 days to report any damage. If you do not inspect the product within 7 days and report damage, you are waiving your freight claim rights. If damage is found, please contact your Account Manager immediately so that Fibreworks® can start to negotiate the freight claim. We may be required to get the product returned for inspection. If so, we will authorize the return by giving you a Return Authorization.

  4. Concealed Damage- Occasionally you will inspect the product and receive it free and clear, but later when you open the packaging you will find 'concealed damage.' Concealed damage may be from several sources, such as a broken core that punctured the product, water or grease that has seeped in a hole or tear, or an abrasion from the handling process at the freight lines. A claim can be made when concealed damage is present, but it must be reported within certain time restraints. Because each freight line has different policies, we recommend you open and inspect your packaging within 7 days of receiving your rug. Outside this time frame, there is no recourse against the freight lines. Concealed damage claims have different rules for settlement than obvious or suspected damage. Claims are usually negotiated at 1/3 of the cost of shipment. We may be required to have the product returned for inspection. If so, we will authorize the return by giving you a Return Authorization.

    We will do all we can to help negotiate a claim when we are properly notified (our ability to help will vary depending if the shipment is prepaid or collect).

Damaged Cores

One of the most recurring freight damage problems has been material damaged due to broken cores. Our research indicates three main reasons for broken cores: 1) fork lift poles that are too short to support the length of the carpet 2) fork lifts that are driven too fast, causing the carpet to bounce and subsequently to break the core 3) use of unloading equipment other than carpet poles.

In many cases shipments are received 'free and clear' when the cores are broken in many places. Broken cores can create creases and stretch marks in the carpet, that in most cases make the material unusable. This is not hidden or concealed damage. Any evidence that the carpet is limp or has a sharp angle should be noted.

The freight companies have fair claim processes regarding notated damage or suspected damage. If no notation is made, at best they will pay 1/3 of the cost, based on the assumption that the manufacturer, the shipper or the receiver could have been responsible for the damage. The best protection is to look carefully at the core at receiving.

Our policy is that Fibreworks® will share 1/3 of the cost of the damage caused by broken cores when the claim is reported as concealed damage. There is also an opportunity to receive 1/3 of the cost from the freight line.

Freight Damage Remake

Fibreworks® will provide a 50% discount on any remake due to product damaged in shipping when recourse is not available through the freight lines; provided the first product is paid in full and subject to certain conditions.

For more information on the freight claims process, or our Freight Damage Remake program, contact your Account Manager or Sales Representative 800-843-0063, (press 2 for Account Management).

Residential Delivery Claims

We encourage you to make a special effort to inform your customer of the risk associated with receiving a residential delivery without properly inspecting and recording obvious or suspected damage before signing the Bill of Lading. The conditions for properly filing a freight claim do not change for residential delivery, but the risk can due to the inexperience of the resident. Please inform your customer to be present during delivery, and to properly inspect. The customer is receiving the shipment on your behalf, and the risk for properly receiving is historically greater with residential delivery.

Installation

"How should Natural Fiber floor covering be installed?"

How To Put A Carpet In It's Place Brochure

For complete installation information, visit The Carpet and Rug Institute

Lead Time Guidelines

LEAD TIME - (Guidelines for Production Lead Times)

Broadloom Roll Goods and Cuts: 2-4 working days

Area Rugs: 7-10 working days

Loose Binding: 2-4 working days

Note: Lead times can vary. Contact Account Management for current lead times.

Production Lead Time begins when credit is approved or payment is received.

Lead Time Exception:

  • Durango Collection - Area Rugs Approximately 4 Weeks

DALTON, GEORGIA AND ANAHEIM, CALIFORNIA WAREHOUSES

Selected Fibreworks® products are available for shipping from Dalton, Georgia OR Anaheim, California. Contact your Account Manager for current product availability and prices.

Rug Pads

Custom Cut Rug Pads

In order for your custom cut rug pad to fit correctly, it will automatically be cut 1" smaller than your specified rug dimensions.

Rug pads are 12' in width. Rug pads for rugs wider than 12' will be seamed together, as shown below.

rug pad

Rug Grip #590 Double stick pad that will help hold your rug in place while on a carpeted surface.

Cushion Grip #591 Softer pad that will add cushion and help hold your rug in place while on a hard surface.

Premium Grip #592 Reversible pad with extra cushion and comfort, can be used over hard or carpeted surf.

Specialty Products

BRUSH MATTING ROLLS

Fiber Content Pattern Color Width Backing Roll/Sq. Yard Cut Sq. Yard Pile Height
Coir Brush Matting Natural (101) 6'6" PVC     17MM

HOST CLEANING KIT

Help for Cleaning Natural Fiber Products

HOST SPONGES® Dry Carpet Cleaner is safe for all types of carpet including wool and sisal.

If you have questions or would like to find a HOST professional cleaner in your area, please call HOST SpotLine at 800.558.9439 or visit the website at www.hostcarpetcleaning.com

HOST DRY CARPET CLEANING KIT (#4612)

Special Conditions

Hold Material

All requests for placing material on hold will be for a time limit of 48 hours. Once the "hold" expires, it is the responsibility of the customer to place an order for the material if needed. Extended holds can not be honored. Contact your Account Manager for additional information.

Cuttings for Approval

Orders that require CFA need to be confirmed within 7 days of receiving cuttings or photograph. Verification of approval is required to ship CFA orders.

Will Advise Freight Destination

Confirmed orders without shipping information will be invoiced after the order is completed and ready for shipment. It is the customers responsibility to provide shipping information.

Will Call

For confirmed orders that will be picked up at our warehouse facilities, customers will be notified that the order is ready for pick up. Orders will be invoiced upon notification that the order is ready for pick up.

Confirmed Orders Non Cancellable

Once an order is confirmed, it is non-cancellable. Contact your Account Manager for information. Certain fees may apply.

Approval Required

Some Fibreworks® patterns have manufacturing characteristics that require your approval before we fulfill your order. In most cases, these characteristics are products with excessive bowing, products that are difficult to seam, and products with color variation. Capelli leather borders, Embossed leather borders, Taj, Cheyenne, Cheena®, Durango, Diamonds, Pieterdam and others as needed.

How To Unpack Your Rug

Welcoming Your Rug- A Guide To Unpacking

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