Policies

We take pride in emphasizing the natural beauty and character of our hardwood products. These products may exhibit color, texture, grain and tone variations.  Additionally, imperfections such as cracks, knots, splits, minor warping and stains are expected with distressed and reclaimed wood. We do not try to hide these characteristics, since we believe they enhance beauty and uniqueness.

Minor wood movement (expansion and retraction) due to temperature and humidity changes is expected. Each piece is created in such a way to allow for this movement. Even so, there will be natural movement.  As such, cracks in wood surfaces may appear and disappear due to normal humidity and temperature changes.  Worn edges and uneven planks, dents, nicks are considered typical distressed characteristics and are not considered defects or damage.  At times, some natural defects may require filler, while others we leave to enhance the beauty and personality of the wood. 

Cast iron items are manufactured by pouring molten iron into cast. Cast iron products are then powder or clear coated and sometime intentionally distressed.

Many of our items, including wall art and furnishings, are hand-crafted and one-of-a-kind.  Given their uniqueness, the item you receive will differ slightly in color, tone and distressing when compared to the image shown on our website.  If you are concerned about variation, we can often provide images in advance of your purchase.

Shipping Policies

Rustic Deco Incorporated will provides FREE Standard Shipping for ALL orders over $99.  Items booked for Standard Delivery will be delivered to your address. 

For furniture, our freight company will notify you of the delivery date.  If you are unable to be at your home or place of business (and if it is safe to leave the item), the carrier will bring your package to the front door. If it is not advisable to leave the item unattended.  The shipper will often accept alternate delivery instructions. We do our best to ensure timely delivery, but on occasion, delays can happen.

We provide several additional delivery services.  Threshold (first dry area of the home or garage), Room of Choice, Debris Removal, and Assembly services are available for an additional fee. To learn more about our additional delivery services, please contact a Customer Care associate at (865) 357-3876 or email us at Customer.care@rusticdeco.com. 

Over-sized items, especially to remote locations, may not qualify for Standard Shipping, and additional fees may apply.  Please contact a Customer Care associate at (865) 357-3876 to verify or email us at Customer.care@rusticdeco.com

For furniture, we only ship within the Continental United States.  For decor, we can often arrange overseas shipping for an additional fee.  

Most products ship within 1-2 business days. Once your order ships, you will receive shipping confirmation along with tracking information via e-mail.  Please allow 5-7 business days for transit. 

We will make every attempt to complete the delivery of an item. Multiple attempts will be made by the freight company to notify you of your delivery.  If you are unavailable or an incorrect delivery address is provided, our Standard Return Policy applies. Please contact a Customer Care associate at (865) 357-3876 (or email Customer.care@rusticdeco.com) to make any necessary adjustments for ensuring successful delivery.

 

Return Policy 

We have an unconditional 14-day return policy for undamaged items.  You have up to 14 days to initiate the returns process with a total of 30 days to physically complete the return. Customers are responsible for all return costs, including insurance, handling and freight.  To initiate a return, contact customer care at (865) 357-3876 anytime between 9 a.m. and 5 p.m. (EST) Monday – Friday.  Or email us anytime at Customer.care@rusticdeco.com

For damaged items, notify Customer Care immediately and document a description of the damage on the Bill of Lading (BOL).  If damage or suspected damage is not documented with the carrier at the time of receipt, we cannot guarantee a refund.  These actions will help assure replacement or repair by the shipping company. 

If you discover a problem after you have accepted delivery, please email us at Customer.care@rusticdeco.com.  A Consumer Care associate may be able to help resolve the problem.  Please note, we may request for you to email/send pictures of damaged or defective parts to facilitate processing of the replacement parts.  This information helps us to identify the parts that may have been damaged and to expeditiously resolve the problem.

We take pride in emphasizing the natural beauty of our hardwood products, such as variations in color, texture, contour and grain.  Also noting, characteristics such as cracks, knots, stains and minor warping are typical with distressed and reclaimed wood.  It is important that you consider these characteristics when evaluating your item's condition.

For assistance regarding your order or additional shipping information, please contact customer care at (865) 357-3876 anytime between 9 a.m. and 5 p.m. (EST) Monday – Friday.  Or email us anytime at Customer.care@rusticdeco.com

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