Frequently Asked Questions
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What is the shipping process?
All items are shipped directly from the artisan to you. Smaller items are typically shipped via UPS, FedEx or USPS. The artisans look for the best price for shipping their work. Large items such as furniture may be shipped by truck with a freight company, either crated or blanket wrapped. I will notify you when your piece is complete and ready to ship. The freight company will contact you directly to set up a time for delivery. Unless otherwise arranged, delivery is curbside. You may need to arrange for assistance to bring the item into your home. If you require “white glove” service to have the item carried inside and unpacked, contact me for a quote at 908-741-4317. Furniture shipping to very remote locations or those that are difficult to access by truck may incur extra handling charges.
Is the cost of shipping included?
Since Rustic Artistry features items from many artisans, shipping is determined on a piece by piece basis. Some items have free shipping, while others require an incremental shipping charge. Shipping fees are non-refundable. If you refuse any shipments from rusticartistry.com, you will be held responsible for the original shipping charges, plus the cost of returning the item. This amount will be deducted from your merchandise refund.
Do you ship outside of the United States?
Shipping costs listed on the website are for delivery within the 48 contiguous states. However, it’s often possible to make special arrangements for shipments outside of the U.S. Please inquire before placing your order.
What delivery methods are used?
Smaller items are typically shipped via UPS, FedEx or USPS. The artisans look for the best price for shipping their work. Large items such as furniture may be shipped by truck with a freight company.
How are furniture deliveries handled?
Heavy or large items will be shipped by UPS or FedEx Freight, or by a freight carrier when that is the most economical option. The freight company will contact you directly by phone to set up a delivery date. They will arrange for an approximate time of delivery, usually within a 4 hour period of time. You must be home at the time of delivery. Please note, deliveries are curbside only, so you may wish to have someone available to assist you to move the furniture into your home. Curbside motor freight service does not include unpacking the furniture, placement in your home, assembly, or removal of packing materials. In some cases, however, curbside motor freight delivery can be upgraded to include inside delivery for an additional charge. Please contact Rustic Artistry prior to placing your order if you require this service, and I will do my best to arrange for it.
If your delivery location is in an unpaved area, on a narrow driveway, switchback or other area where a freight truck may not be able to navigate, please advise upon ordering as the freight company may apply additional shipping charges.
How long will it take for my order to arrive?
If the craftsman has the order on hand in their workshop it will be shipped out within two days via ground delivery and should arrive within 10 days from the date you place your order. Items that are made upon order will vary based on the complexity of the piece and the artisan’s schedule. For example, a cutting board can usually be produced within a week and then shipped, whereas a leather and cowhide sofa can take 8-12 weeks plus shipping. If you need something by a specific date just contact me and I will find out if it can be done.
What should I do if my order is damaged during shipment?
Call or email Rustic Artistry upon receipt to make arrangements for a replacement or refund. Retain all packing materials as the artisan will need to file a claim with their shipper.
If you order furniture, be sure to inspect it carefully BEFORE THE FREIGHT TRUCK LEAVES. You may have to open the carton to inspect for transit damage. If damage is noticed, do not accept or sign for the merchandise. Note any damages on the Bill of Lading. Once you sign the Bill of Lading you become the legal owner of the item and neither Rustic Artistry nor the artisan can file a damage claim. This is standard for all trucking companies. Contact Rustic Artistry no later than 24 hours after delivery and I will assist in getting a replacement or repairs provided that the damage was noted on the freight company’s Bill of Lading at the time of delivery. Please retain a copy of the Bill of Lading for your records and to help with any claims processing.
How can I find out the status of my order?
Just call me at 908-741-4317 or email me at [email protected] and I will check with the artisan.
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A NOTE REGARDING HANDCRAFTED ITEMS:
Due to the nature of the rustic materials used for many of the items, each one will be as unique and individual as you are. Your piece will be created to look as close to how it is shown in the photo as possible, but there will be slight variations in grain, color or shape which reflect the beauty of the actual materials used, and are not considered defects or reason for return.
Can I return an item?
Your satisfaction is my number one priority. Good communication up front makes all the difference. Items that an artisan has on hand at the time of order can be returned within 7 days from receipt of shipment for a refund or replacement. The original shipping charges cannot be refunded. Contact Rustic Artistry for the address to ship the return to. Items must be returned in their original packaging and shipped prepaid and insured. Items over $500 may have a restocking fee applied. Because everything is made by independent craftsmen with small businesses, and not by big corporations, custom and made-upon-order items cannot be returned. Please order carefully and ask any questions before you place your order.
Help! My item was damaged
First of all, I hope you never have to say those words! Although damages are rare, they can happen and your item will be insured against freight damage. Should freight damage be determined, Rustic Artistry will arrange to have your item repaired or replaced. Claims for damaged items not delivered by freight truck must be made within 5 days of receiving your order, so please open your package and inspect it carefully upon receipt. Contact Rustic Artistry at [email protected] or call 908-741-4317 regarding any damages. See the Shipping page for information on handling items damaged during freight delivery.
What if I need to cancel my order?
Call me immediately at 908-741-4317 if you need to cancel your order. If the artisan is not yet at a point where he can’t reuse the materials, a cancellation should be possible. Orders that are past that point cannot be canceled.
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What payment options do you offer?
You can order securely using the shopping cart on the website with a Visa, Mastercard, AmEx or Discover card. Make sure that the billing address you enter is the same one used for your credit card, and include the 3-digit CVV (Card Verification Value) code from the back of your card.
In addition, you may pay via your own PayPal account.
If you prefer to order by phone call 908-741-4317. Personal checks, money orders and wire transfers are accepted and your order will be initiated once they are cleared.
Is my credit card information secure?
Absolutely. You can shop at rusticartistry.com with confidence. This store uses PayPal for payments, which automatically encrypts your confidential information in transit from your computer to ours. We use the Secure Sockets Layer protocol (SSL) with an encryption key length of 128-bits (the highest level commercially available); industry leading encryption hardware and software methods and security protocols to protect customer information; and compliance with the Payment Card Industry Data Security Standard (PCI DSS). In plain English, your information is not viewed or stored on rusticartistry.com and only passes through secure channels for processing.
We are committed to protecting your privacy. We respect our customer’s privacy and confidentiality and will make every effort to protect your personal information. We want you to be assured that your personal information is kept confidential whether asking for information or placing an order. The following information is provided in order for you to understand our online information practices.
What information do we collect?
We are committed to keeping your personal information completely private. Any and all information you provide us is encrypted to ensure your information is safe and secure. You are only asked for personal information at the time of purchase to ensure proper billing and shipping of your order. We need your name, email address, mailing address, delivery address, daytime phone numbers, and credit card number with expiration date and CVV (security) code. This way, we can process your order expediently and keep you updated concerning its status.
We collect information from you when you register on our site, place an order, subscribe to our newsletter or fill out a form. When ordering or registering on our site, you may be asked to enter your name, e-mail address, mailing and shipping address, and/or phone number. You may, however, visit our site anonymously.
What do we use your information for?
Any of the information we collect from you may be used in one of the following ways:
• To personalize your experience – Your information helps us to better respond to your individual needs)
• To improve our website – We continually strive to improve our website offerings based on the information and feedback we receive from you
• To improve customer service – Your information helps us to more effectively respond to your customer service requests and support needs
• To process transactions for payment of your order
• To administer a contest, promotion, survey or other site feature
• To send periodic emails
The email address you provide for order processing may be used to send you information and updates pertaining to your order, in addition to receiving occasional company news, updates, related product or service information, etc.
Note: If at any time you would like to unsubscribe from receiving future emails, we include detailed unsubscribe instructions at the bottom of each email.
How do we protect your information?
Our website encrypts your information prior to transmission over the internet using the most up to date secure socket layer (SSL) encryption technology. All supplied sensitive/credit information is transmitted via Secure Socket Layer (SSL) technology and then encrypted into our payment processor (PayPal) to be accessible only by those authorized with special access rights to such systems, and are required to keep the information confidential. After a transaction, your private information (including credit card) will not be stored on our servers.
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Do we disclose any information to outside parties?
We do not sell, trade, or otherwise transfer to outside parties your personally identifiable information. This does not include trusted third parties who assist us in operating our website, conducting our business, or servicing you, so long as those parties agree to keep this information confidential. We may also release your information when we believe release is appropriate to comply with the law, enforce our site policies, or protect ours or others rights, property, or safety.