Customer Care




Frequently Asked Customer Service Questions

Frequently Asked Shipping Questions

Frequently Asked Rug Questions

Frequently Asked Bedding & Accessory Questions


Frequently Asked Furniture & Fabric Questions

 

 

FREQUENTLY ASKED CUSTOMER SERVICE QUESTIONS:

Q: How do I check availability?

A: If an item is not in stock, you will see a backorder date.

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Q: Can I track my order?

A: Once your order has shipped, you will receive an email with your tracking information.

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Q: How can I find your sale items?

A: Click on the page heading that says “Sale”.

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Q: How do I see my order history?

A: Click on the My Account page to see the history of the orders you have placed on our website. Orders made prior to September 2014 or sent to us by other means (email, phone, fax) will not be shown in the My Account area. However, you can call our Customer Care department if you have a question about a previous order.

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Q: What are your hours of service?

A: Customer Care office hours are Monday - Friday 8:30 am - 5:00 pm EST

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Q: Where can I buy Company C rugs, furniture, bedding, accessories and pillows?

A: Company C operates three company-owned stores in Concord, NH, Portland, ME and Wayne, PA. Our products are also available through retail stores and interior designers nationwide. Please go to our find a dealer section of our website and enter your zip code to find a store near you. If there is not a store near your home, you can purchase directly on our website, companyc.com or call 1.844.C4COLOR. However, we encourage you to visit a store, so you can experience the colors, textures and fabrics in person!

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Q: What is your return policy?

A: At Company C, we want you to be completely satisfied with your purchase. If you are not satisfied simply call us so we may help you. Company C products are designed with your enjoyment and style in mind. Please reference our Returns page for additional details.

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Q: How is sales tax charged?

A: We are required to collect sales tax on items delivered to the following states: Maine, Massachusetts, North Carolina and Nevada.  Click here to review information about payment, prices and taxes.

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Q: When is my credit card charged?

A: Your card will be charged at the time your order ships.  Click here to review information about payment, prices and taxes.

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Q: Can I change or cancel my order?

A: To make a change or cancel your order, please our Customer Care/Customer Service department. Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

Please note that once an item has left our building, you must follow the return procedures to receive a credit.

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Q: Are all Company C products available on your website?

A: Yes, all Company C products are available online however our retail stores offer additional furniture options and one-of-a-kind accessory items.

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Q: How do I change my mailing or email address?

A: You can always update your account information in the My Account area of companyc.com. You may also contact our Customer Care department and they will be happy to update your contact information.  Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

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Q: How do I remove my name from your distribution list (mail or email)?

A: Please contact our Customer Care department and they will be happy to unsubscribe you from our mailing or email list. Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

If you are looking to unsubscribe from email, you also have the option to use the subscription center, located at the bottom of each email sent.

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Q: How do I join your catalog mailing list?

A: You can sign up online by clicking here or contact our Customer Care department and they will be happy to add you to our mailing list. Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

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FREQUENTLY ASKED SHIPPING QUESTIONS:

Q: Can I place an order for delivery outside of the US?

A: Company C is currently shipping to the US, Canada and the Virgin Islands. If you live outside of those areas, you are welcome to use an international freight forwarder to organize delivery. We would ship to the freight forwarder and they would organize delivery to your home or business. Please contact our Customer Care Department if you have any questions about this process. Note: Customers outside of the US may be charged additional fees for applicable taxes and duty fees.

Exceptions do apply for furniture orders; Company C furniture is only available for delivery in the Continental US. Hawaii, Alaska and Canada are excluded.

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Q: Can my order be shipped to a PO box?

A: No, a physical address is required for shipping.

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Q: Will you hold an order and ship at a later date?

A: Yes, this can be done by calling our Customer Care department.  Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

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Q: When will my item(s) be shipped?

A: In-stock orders will be shipped within 3-5 business days using the shipping method you've selected.

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Q: What is In Home delivery service?

A: In-home delivery is the standard residential shipping method for all 9’ x 13’ and 10' x 14' rugs and furniture orders to ensure the highest quality delivery possible. This service is available in the contiguous U.S. and Canada only. Click here to learn more about in-home delivery services.

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FREQUENTLY ASKED RUG QUESTIONS:

Q: What is GoodWeave?

A: GoodWeave is an international nonprofit organization working to end exploitative child labor in the rug industry and offer educational opportunities to children in India, Nepal and Afghanistan. GoodWeave is the only independent certification organization requiring manufacturers to open their doors for on-going monitoring and inspection. Company C actively uses the GoodWeave label and supports the organization. A percentage of every GoodWeave certified rug sale is given to GoodWeave to support its educational goals. To date, more than 3,600 children have been freed from the looms and many more have been enrolled in one of 13 GoodWeave-sponsored schools. Look for the individually numbered GoodWeave label on Company C's tufted rugs!

Click here to learn more about Company C’s social responsibility.

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Q: How are Company C wool rugs made?

A: Our rugs are handmade in several different rug constructions. In wool, we offer a hand hooked loop pile, hand tufted cut pile and hand hooked/tufted combination.  Our ColorSpree®Indoor/Outdoor rugs come in 2 constructions, 100% polypropylene hooked pile, and woven polyester rugs. The woven rugs are made from recycled polyester PET yarns, which come from recycled plastic bottles. All hooked and tufted rugs have hand surged edges and cotton backing for improved quality and durability.


To view more of our videos, please click here.

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Q: How do I clean and care for my new wool rug?

A: When it comes to wool rug care, the best answer is to keep it simple! Natural lanolin in fibers gives inherent stain repellency. Rugs are actually quite easy to care for - just vacuum regularly, rotate occasionally and spot clean immediately. To extend the life and beauty of your wool rug we recommend using a rug pad, keeping it clean and limiting exposure to sunlight. Here are some of our wool care recommendations:

Rug Pads: A rug underlay pad will help your rug stay in place and provide cushioning and airflow. Airflow reduces moisture buildup between the rug and the floor, extending the life of your rug.

Cleaning: If you vacuum your rug regularly, dirt will not accumulate in the fibers causing wear and tear. On occasion, you should fold back the rug to vacuum under the pad where dirt can accumulate after filtering through the rug. It is best not to use the beater bar, using the floor setting instead. This will reduce the chance of loops or ends being pulled by the rotating brush.
Wool has natural stain repellent qualities, so you should not need to clean the entire rug, just spot clean immediately following a spill. In fact, when cleaning solutions are used, they can leave a sticky residue behind that will attract dirt and dust, making frequent cleanings more necessary. If you need to clean your entire rug, use a professional who is experienced with proper care of wool rugs. Do not dry clean, and do not saturate the rug.

For more information on stain repellent, please click here to go to our "Cleaning & Care" page.

You should not need to stain guard your rug. However, if you choose to, please be sure to consult a professional. We cannot guarantee the rug if it has been treated.

Sunlight: Our rugs are rigorously tested for color fastness. However, direct and sustained sunlight can fade fiber colors over time. To enjoy your rug colors longer, we recommend placing your rug in an area where the sunlight is filtered by window coverings. We also recommend rotating your rug periodically so that any fading that occurs will be less noticeable.

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Q: How do I clean and care for my new ColorSpree® indoor/outdoor rug?

A: ColorSpree® by Company C includes two constructions - 100% polypropylene indoor/outdoor rugs that are hooked, or woven rugs that are made from polypropylene. They require different care and cleaning than our wool fiber rugs. Click here to learn more about properly cleaning and caring for your Company C rug.

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Q: I've noticed "loose threads" on the surface of my hooked rug - what should I do?

A: Our rugs involve many changes of color to create the wonderfully detailed designs. Each time a color changes, the excess yarn is tucked between the loops. With use and vacuuming, these long ends of yarn occasionally come to the surface. Use scissors to clip the yarn even with the top of the loops; do not pull. The majority of these thread ends will show up within the first six months.

If loose threads continue after six months please contact our customer care department at 844.C4COLOR or customercare@compancy.com

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Q: Why  is my tufted rug shedding?

A: Shedding on tufted rugs is completely normal. Our rugs are made of 100% natural fibers, which, like a wool sweater or cotton in the dryer, will give off a certain amount of lint. Company C rugs are made using a cut pile construction and some shedding is associated with this technique. Vacuuming regularly and use of a rug pad should diminish the shedding after six months depending on the level of traffic.

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Q: Are your rugs colorfast? Can I stain guard them?

A: Our rugs are rigorously tested for color preservation. However, with any rug, direct and sustained sunlight can fade the colors over time. We do not recommend using a stain guard on your rug. Wool is a natural repellant fiber and most spills if cleaned up quickly should come up easily. Company C cannot warranty the rug if it has been treated. Click here to learn more about properly cleaning and caring for your Company C rug.

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Q: My wool rug has an odor - is this normal?

A: A slight odor after unrolling a rug is normal. Allowing the rug to air out and using a product such as FebreezeTM should alleviate the scent. We also recommend using a rug pad to lift the rug off the floor slightly and allow for constant air flow. Click here to learn more about properly cleaning and caring for your Company C rug.

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Q: Are your rug pads safe for radiant heat floors?

A: We do not recommend using our rug pad on radiant heat floors. There are rug pads specially made for use with radiant heat.

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Q: Is there size variance on your rugs?

A: All our rugs are made by hand, and as a result the potential for a 3% variance in sizing exists.

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FREQUENTLY ASKED BEDDING & ACCESSORY QUESTIONS:

Q: How do I clean and care for my new Company C bedding?

A: To keep your Company C bedding smooth, soft and beautiful for years to come, follow the washcare tips on your specific bedding label, as these take into account fabric quality, printing techniques, and specialty details. 

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Q: How do I clean and care for my decorative pillows?

A: To keep your Company C pillows beautiful for years to come, follow the care tips on your specific pillow label, as these take into account fabric quality, printing techniques, and specialty details. 

Note: all pillow covers are removable.

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Q: How do I clean and care for my shawls & throws?

A: To keep your Company C throws soft and beautiful for years to come, follow the care tips on your specific product label, as these take into account fiber quality.

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Q: What are the dimensions of the quilts and shams?

A: The dimensions for each quilt style are listed on the product page. Our quilts are generously sized with plenty of drape for the sides and end of your bed. For shams, use pillow inserts that measure 1” longer and wider than our shams.

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Q: What are the dimensions of the duvet covers?

A: The dimensions for our duvet covers and shams are listed on each product page. Use a duvet that measures 2” longer and wider than our duvet cover. Secure in place using our corner ties.

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Q: What are the dimensions of the sheets?

A: The dimensions for our sheets are listed on each product page. Our sheets are generously sized with plenty of drape for the sides and end of your bed. Our fitted sheets have universal elastic for a secure fit and the 15” drop accommodates pillow top mattresses.

Please refer to the selected product page for dimensions and specialty details. 

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Q: What are the dimensions of Euro shams?

A: Our Euro shams are sized at 26"x26" plus border design, which vary per style. Use a pillow that measures 27” x 27” for a full fit. Please refer to the selected product page for dimensions and specialty details. 

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FREQUENTLY ASKED FURNITURE & FABRIC QUESTIONS:

Q: I want to learn more about the Construction and Care of Company C furniture.

A: We take great pride in our quality and craftsmanship at Company C, so we chose to create our custom upholstered furniture here in the USA using hand crafted, time-tested construction techniques. We use kiln-dried, select hardwoods sustainably harvested in the USA. All components of our furniture are constructed with world-friendly components:

  • Kiln-dried, select hardwoods sustainably harvested in North Carolina
  • Water-based adhesives
  • Seat decking and trim pads from regenerated fibers
  • Foam padding and seat cushion cores from at least 20% soy-based ingredients
  • Back cushions are filled with 100% post-consumer regenerated fibers - recycled drink bottles - that are reprocessed into fibers for fluffy cushions.

 

To view more of our videos, please click here.

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Q: Can I create a custom piece of furniture?

A: Absolutely! Company C specializes in custom designed and upholstered furniture! Contact us to learn more about our Custom Shop!

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Q: How do I know that I am buying the correct sectional pieces?

A: Should you have any questions about our furniture, please contact our Customer Care department.  Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

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Q: Can I return my fabric purchase? What if the fabric has been cut?

A: Please notify Company C of any problems no later than 30 days from the invoice date. A Return Authorization number must be received from Company C's customer service department before returning any item. Claims or Returns will not be accepted for merchandise after it has been cut or processed further, or for fabric pieces less than 6 yards. We recommend all fabrics be in your possession and checked for flaws, correctness of pattern, color and differences before any work is started. Click here to review Company C’s entire return policy.

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Q: What is Company C's return policy on furniture?

A: Once we receive your custom furniture order we will send you a summary of your order to confirm. We cannot place your order without your confirmation. After confirmation, we will charge a 50% deposit and process the order as written. After this time, custom furniture orders may not be cancelled. All Company C furniture is custom built to your specifications and therefore lead time will vary. Most orders will be delivered within 8 - 10 weeks of order date, however additional time may be needed based on the options selected. Should you have any questions about our furniture, please contact our Customer Service department.  Their contact information is below:

Phone: 844.C4COLOR (844.242.6567)
Email: customercare@companyc.com

Click here to review Company C’s entire return policy.

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Q: When is my credit card charged for my furniture order?

A: We charge a 50% deposit upon confirmation of your order. The additional 50% and freight are charged upon shipment. Click here to review information about payment, prices and taxes.

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