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Customer Service

Our Customer Service team is able to answer your questions or address any concerns you may have. Please let us know if we can help in any way.

Frequently Asked Questions

Useful questions for your flooring related doubts
1Can pets damage my new laminate floor?
Yes, it is possible for dogs and cats to damage any type of flooring, including laminate flooring. Although Royal Laminate Floors are extremely durable they can be scratched by untrimmed pet claws. Keeping dogs and cats claws trimmed will help your floor look beautiful for many years.
2How can I remove scratch marks from my laminate floors?
For minor scratches in your laminate floor there are special, color–coordinating pencils that may be used to fill in scratches. See your Royal Laminate Flooring dealer for more information. By using some common sense precautions you can help keep your floor looking like new. Use walkoff mats in front off all doorways and felt pads under all furniture legs. Never drag heavy objects over the floor, instead place 1/4” underlayment or plywood down first and then slide the heavy object across the underlayment panels. For more information see our Laminate Floor Care.
3Can a chip in my laminate floor be repaired?
If the damage to the plank is too severe you can have the damaged plank replaced without destroying the rest of the floor. For plank replacements there are special tools, router bits, and wood splines available to make the job easier. We suggest you leave plank replacement up to a professional installer.
4Can a Royal Laminate Floor be installed over my existing flooring?
Royal Laminate Floors can be installed of many types of existing floors, such as ceramic tile, vinyl, and hardwood. Have your local Royal Flooring dealer make an inspection to determine if the existing flooring is suitable for this purpose. Never try to install a floating floor over another floating floor.
1Can I buy a Royal carpet direct from the factory?
Royal believes that carpet is a custom installed product for each consumer and installation. An Authorized Royal Retailer is trained to provide advice on the type of product suited to your lifestyle, to assist you in selecting the proper underlayment (carpet cushion), and to arrange for proper installation by trained installers. Therefore, Royal does not sell residential carpet direct to individuals.
2What is carpet twist?
Carpet twist is the number of turns put in the carpet fiber or yarn. Almost all carpets have twisted yarns. As a general rule, the more twist or turns on a fiber, the better performance you can expect. Yarns that are twisted tighter have a different “feel” than those that are less tight.
3Does a rating system insure that I get the right carpet?
A rating system developed by a manufacturer is their own evaluation of products based on their set of standards and “testing” methods. These Rating Systems cannot be compared across manufacturers since most are based on people’s opinion and not strict testing methods.
4If I know the weight or other technical specifications, can I compare products?
Using technical specifications of a product can give you a guide, but there are many other factors that can alter the comparison. For example, two carpets made to the same specifications but made with different fibers will perform, look, and feel differently in the same environment.
5If I bend the carpet and see the backing does this mean the carpet is low quality?
No. All carpets, except woven carpets, are made with spaces between the tufts (ends). Remember, except for stairs, carpet is flat on the floor. You can feel the thickness or density of different carpets by sticking your fingers in the pile, but do it on a flat surface. As a general rule, thicker, tighter, denser carpets perform better.
6I’ve heard that you can save money by buying an unbranded yarn as opposed to a branded yarn. Is it true that you get the same thing, but you don’t pay extra for the brand name?
As a rule, similar products with unbranded yarns can be less expensive but that does not mean you get the same thing. Just like the difference between buying a Royal branded carpet and an unbranded carpet, branded fiber brands and treatments such as Stainmaster®, Wear–Dated®, and 3M Scotchgard® Protector Advanced Repel Technology are manufactured to strict standards set by the company. Using branded fibers can also give you extended warranties backed by the fiber company and the carpet manufacturer. By using both branded fiber and unbranded fiber, Royal can offer you a wide variety of styles, colorations, and price points.
7Can I save money by buying a less expensive carpet and putting the best cushion under it?
There is no question that a good cushion is critical to carpet performance, but remember that you walk directly on the carpet so you want carpet constructed to meet your needs and lifestyle. If you buy a cheaper carpet that doesn’t meet your needs, you’ll have a cushion that feels great, but you may not be satisfied with the look or wear of your carpet.
1Can I install Mohawk Hardwood Flooring over radiant heat?
Yes, Mohawk Engineered & Longstrip (glueless) Hardwood Floors are suitable for installing over a radiant heated concrete slab. Caution: The slab surface must never exceed 85 degrees F in temperature. Before installing over a radiant heated floor, turn off heat and wait until the floor has reached room temperature. After installing the floor return the heat to the previous setting.
2Can I install Mohawk Hardwood Flooring over a concrete slab?
Mohawk Engineered & Longstrip (glueless) Hardwood Floors can be installed over most concrete slabs (not solid hardwood). The concrete slab must be fully cured for at least 60 days, free of structural defects, clean and visually dry with no history of moisture problems. When testing for moisture, Mohawk suggests utilizing the industry–standard calcium chloride test or the Tramex Moisture Encounter (5 max). Note: All 3/8” solid products may be glued to a concrete slab using Mohawk’s approved glue and sealant system. Light–weight concrete that has a dry density of 100 pounds or less per cubic foot is not suitable for Mohawk hardwood floors.
3Can I wet mop my Mohawk Hardwood Floor?
You should never wet mop a hardwood floor, this will raise the grain and may permanently damage the wood’s surface. Use Mohawk Floor Care Essentials Hard Surface Products to clean and protect your hardwood floor. Always apply the Mohawk Floor Care Essentials Hard Surface Cleaner directly to the terry cloth flooring mop, not the floor.
4How can I restore the finish on my Mohawk Hardwood Floor?
If your hardwood floor’s finish becomes dull and scratched you can restore the finish by a light screening and recoat of the urethane.
5Where can I purchase Mohawk Floor Care products?
Mohawk Floor Care Essential Products are available through your local Mohawk dealers. See the Store Locator for the store nearest you.
6Do I have to keep the room temperature and humidity controlled all year round?
All hardwood floors can be adversely effected by extreme changes in humidity. During the hot, humid weather a de–humidifier may be required. Although engineered wood floors are less effected than solid wood floors, in the dry, heated winter months humidification may be necessary to prevent surface checking.
7How can I repair a chip in my floor?
If the damaged area is smaller than an inch in diameter you can use ColorFill Putty to repair the defect. If the damaged area is too large replacing the plank may be required. See the Installation Guidelines for additional information and recommendations.
8Can I install Mohawk Hardwood Flooring below grade (in a basement)?
Mohawk Engineered Hardwood Floors may be installed on all grade levels. See the Installation Guidelines for additional information and recommendations.
9Can I wax my Mohawk Hardwood Floor?
No wax, no mess. Mohawk Hardwood Floors are very easy to maintain. Simply use Mohawk Floor Care Essentials Hard Surface Cleaner and a specialty terry cloth flooring mop available from your local Mohawk flooring store. See the Store Locator for a Mohawk flooring dealer nearest you.

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Carpet, Hardwoord and Luxury Vinyl
Carpet, Hardwoord and Luxury Vinyl