FAQ
Frequently Asked Questions
GENERAL QUESTIONS
Q. I am a retailer. Can I purchase your products to sell in my store?
If you would like to become a wholesale partner with us, please complete an application and we will reach out to you with details and qualifications. You can apply here: https://www.theropeco.com/pages/wholesale-account-application
Q. Do you have a warranty?
We have a three-year warranty for craftsmanship and structural integrity under normal wear and tear, with proof of purchase.
Q. Do you have any physical locations?
Currently, we do not have our own retail space. If you would like to know of a retailer near you that carries our products, feel free to contact us at orders@theropeco.com. Currently, we do not have International retailers except for Canada.
Q. How do I clean my Classic doormat?
Cleaning them is very easy. Just lift the doormat, shake, and sweep the dirt away. You can also hose, or pressure wash them down, or use a stiff brush and some detergent to scrub them. You can even use bleach and it will not harm the material.
Q. How do I clean my Soft-Step mat?
Our Soft-Step mats are machine washable using cool water, and either drape to dry or tumble dry low. You can shake out, hose down, or pressure wash your Soft-Step mat also.
Q. What can I do if my doormat tends to slide?
We highly recommend a rug pad underneath our doormats when they tend to slip or are placed on smooth surfaces. This video will show how well this works. You will also notice a way to tack the doormat onto wooden decking as another option.
Q. Can I order custom?
We do offer custom size and custom color combination ordering. For a quote, feel free to contact us at orders@theropeco.com. It is important to note that all custom orders are non-returnable and non-refundable. Also, custom orders can have longer lead times.
Q. Can I add a sentiment to my order? It is a gift.
Yes, absolutely. Just reach out to us at orders@theropeco.com at the time you place your order and we will be sure to add your personal message to the packing slip that will be included in the box. Packing slips do not have pricing on them.
ORDERS
Q. How long will it take for my order to ship?
Orders ship within 2 weeks as many of our products are made per order. At times this can vary, such as during holidays and periods of high demand.
Q. How can I track my order?
Once your order ships, you will receive an email letting you know that your shipping status has been updated. Use the “view your order” link to view the shipping progress and your tracking number.
Q. What do I do if tracking shows my package is delivered, but I haven’t received it?
Occasionally packages arrive atypically late or are left with neighbors. Be sure to check all potential delivery spots. We want to do everything we can to help you, but if the issue persists, we strongly advise contacting the carrier directly to open a claim so they can begin an investigation promptly (see contact information below). Once the claim is made, it would be helpful to notify us so that we can provide the carrier with information needed from the shipper. A resolved or closed claim will determine next steps. The Rope Company is not responsible for lost, held, or damaged packages, mis-delivery errors via carrier, or incorrect shipping information.
UPS Contact Information
Phone: 1-800-742-5877
FedEx Contact Information
Phone: 1-800-463-3339
Q. When do I contact the carrier?
Contact the carrier for the following reasons:
- Report a lost or stolen package
- Tracking information is unclear
- Damaged packages
- To receive an update if delivery is late
- Change delivery address or delivery instructions after package has shipped
- Reschedule your delivery
- Questions about weather delays
- Any other questions or concerns about your delivery
Q. What is the cost of shipping an order?
Shipping is $14.00 flat-rate within the 48 contiguous United States. For orders within the contiguous United States totaling $250.00 or more, shipping is free.
Q. What is your return policy?
Except for custom products or final sale items, orders can be returned within 30 days of delivery date. Products must be in unused, resale condition. Return shipping is the responsibility of the customer. If a return label is requested, the cost will be deducted from the refund. If you use your own carrier to make a return, please contact us for the correct return address. To initiate a return and receive a return label with instructions, please contact us at orders@theropeco.com.
Q. Do you offer exchanges?
Currently we are unable to process exchanges. If a different product is preferred, two transactions would need to take place: a return and a new order.
NOTES ABOUT ROPE
Q. What is the rope made of that is used to make your Classic Doormats?
The rope we use for our Classic Doormats and Baskets is marine grade polypropylene. The same rope lobstermen would use on their boats for lobster traps. It can withstand all types of weather, dries quickly, and is mold and mildew resistant. We use new, unused rope for all our products.
Q. What is the material of your Soft-Step mats?
The Soft-Step mats are made of newly milled polyolefin rope.
SHIPPING
Q. Can I ship an order to Hawaii or Alaska?
Yes, definitely! The cost is $35.00 per unit for orders shipping to Alaska and Hawaii. Your total shipping cost is calculated at checkout.
Q. Do you ship to P.O. Boxes, APO, FPO, or DPO locations?
We are unable to ship using USPS and therefore cannot send your order to a Post Office address. The shippers that pick up at our warehouse daily are FedEx Ground and UPS Ground, so a physical address is necessary.
Q. Do you ship to Canada?
Yes, our website will calculate the additional shipping costs that incur when shipping to addresses in Canada.
Q. Do you ship internationally?
We can ship orders internationally. Contact us at orders@theropeco.com with your shipping address and the items you would like shipped and we can provide you with a quote. It is important to note that you may be responsible for paying customs duties, taxes, and fees on your international shipment.
Q. Can I expedite my order?
Many of our products are made to order and therefore may not be available to ship immediately. Production cannot be expedited. Products do show “in stock” to enable adding them to the cart. If you would like to have your expedited shipping on your order, contact us for quotes on your options before or at the time you place the order. If you decide to proceed, we will add the cost to your order and email you an invoice with a link for payment. Expedited shipping cannot be added after the order has been shipped. It is important to note that once an order is picked up by the carrier, The Rope Co. cannot guarantee it will arrive by the committed time. There are no refunds on expedited shipping costs.
GIFT CARDS
Q. Do you sell gift cards?
Yes, we offer gift cards to purchase on our website.Once you place your order, you will receive a gift card notification via email. Use the “View Gift Card”
link to reveal the card’s code number that is necessary to redeem on our website. You can also print this page to give to the recipient.