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FAQ

FAQs

 

Many products in the The Rustic Furniture Store line are hand-made by artisans and craftsmen from around the world using vintage, recycled and natural materials. Therefore, there will be variations in color, size, and finish, as no two products are identical. We believe these irregularities give the pieces character and are part of the design, which enhance the beauty and uniqueness of each piece. If you are unhappy with the variations in your products, please refer to tour Refund Policy.

 

What Is Your Refund Policy?

 

At TRFS, we want you to love your purchase. If for any reason you're not happy with your item, you may return it for a refund of the merchandise total minus shipping charges within 10 days of delivery. Return credits are issued as soon as the item is received and inspected. Please note all items have a 20% restocking fee for returns that are not returned due to damage , and you will be responsible for outbound and return shipping and delivery charges. Refunds will be issued in the form of a credit back to the original method of payment. Please note that shipping charges are non-refundable. All you need to do is CONTACT US first for a Return Authorization Number, and then ship the item back to us in the same condition it was in when you received it (New, unused and in perfect condition in its original, unmarked packaging with all the paperwork for a refund). All returns require return merchandise authorization (RMA) from our company. No returns will be accepted without this number. If you item is not damaged you will be responsible for your shipping charges both inbound and outbound.

Please email us for more information.

 

We highly recommend that you insure all return shipments and use a trackable shipping method as refunds will not be issued in full for items damaged or lost during the return process

Certain sale items marked Non-Returnable like Made To Order Items and Gift Cards are ineligible for a refund. If your item is returned not in resalable condition (not new), we reserve the right to charge a restocking fee of up to 20% of your purchase price on any item, or in some cases, deny your return.

To return an item, please us our CONTACT PAGE.

 

What If My Item Arrives Damaged?

If your item arrives in the mail damaged or with parts missing, please notify us within 48 hours so we may schedule a return, or send you replacement parts as soon as possible. If you ordered a large furniture item via Truck Freight or White Glove Delivery, and it arrived damaged, you must write"Package Damaged" when you sign for delivery. If the package looks significantly damaged, you should refuse delivery. If this happens, please notify us immediately so we can expect your return shipment, and so we can reship you a new item. If you already accepted the delivery and noticed damage after your delivery driver has left, please contact us WITHIN 48 HOURS. We usually only have 48 hours to file freight damage claims with our carriers. Once notified, we will have our carrier contact you to pick up the damaged item, and we will send you a replacement as expeditiously as possible.

 

How Do I Check The Status of My Order?

To check the status of your order, look for your order number in the email we sent you, and CLICK HERE.

 

How Do I Cancel an Order?

To cancel an order, please contact CUSTOMER SERVICE. Please have your order number ready. Please note that if items have already shipped from our warehouse, we cannot cancel your order. You will have to wait until you receive your item, and contact us to schedule a return.

 

Do You Offer Free Shipping?

From time to time we offer Free Shipping for Limited Time ONLY. Under these promotions you will not be charge shipping on items over the specified order minimum. Free shipping applies only to the U.S. and excludes AK, HI, and Puerto Rico

Exclusions: Certain products we offer do carry associated shipping charges either per item or per order amount. The total item shipping charges, if any, will be detailed on the product page under the “Shipping & Returns” tab, or in the shopping cart page prior to checkout.

Order Amount for promotional shipping doesn't include, and offer doesn't apply to gift cards, bulk orders, applicable shipping charges, or sales tax. Please CONTACT US if you need shipping to AK, HI, or a U.S. Territory, as shipping surcharges will apply. Items that have specific shipping charges are not eligible towards the qualifying amount for the reduced shipping rates or free shipping. Other eligible item(s) in your cart at time of checkout will still count towards the qualifying total.

 

You Don’t Charge Sales Tax?

We do not charge sales tax if you are shipping to anywhere other than an address in California. If you are shipping to a California address, we are required by law to charge sales tax.

The Rustic Furniture Store is not responsible for individual states' sales tax reporting laws pertaining to online purchases, so we encourage you to check your state's regulations before you shop. Note to customers shipping to Colorado: Pursuant to Colorado law, the purchaser is required to file a sales or use tax return, and may be required to pay sales or use tax on certain items.

 

Will You Price Match?

Absolutely! See about our Price Guarantee.

 

Will You Send An Order Confirmation Via E-mail?

An order confirmation message will be sent to the e-mail address you provide us for each order you submit. We recommend that you print and save the e-mail confirmation for your records. Please be sure to enter your e-mail address correctly to ensure that you receive your order confirmation. An additional e-mail will be sent when your order is shipped.

 

Shipping Questions?

Can you ship to an APO Address?

At this time, we are unable to ship to APO addresses.  We apologize for the inconvenience.

Can you ship to a P.O. Box?

At this time, we are unable to ship to P.O. Boxes due to the size of our products.

858-880-8073
Help@TheRusticFurnitureStore.com

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