Cancellation, Shipping & Returns
Welcome to RusticSinks.com store policies. We are a small operation dedicated to our work. We hope that you love your purchase and that the entire process is smooth one. We do our very best to produce consistent work. However, as each piece is made by hand there will be naturally occurring variations in size, hammering, and finish to each piece – making each an every one a unique treasure. These are standard variances and are acceptable and not defects. The actual color may vary slightly depending on your computer/screen.
SHIPPING, PRODUCTION & LEAD TIMES
Expect production and shipping delays during the holidays. Some products ship within 1-3 days days of order but others made when ordered. Check the availability on the product page details. We can custom make many of our copper and stone products in sizes and designs to fit your budget and project.
Please be advised that our copper products are handcrafted and manufactured to order. These can not be cancelled after the order is in production. They are none returnable. Lead times may vary and are only estimates. Please do not arrange for an install until you have received all correct items from your order. We do not have cut sheets and templates for our copper products due to the handmade nature.
Products that are custom orders require additional time for shipping, along with being non returnable. We ship throughout the United States and most items are free shipping. Our products can be shipped to Canada however you will need to contact us for the most accurate shipping costs.
Contact us for detailed rates to Canada. Some items can expedited so just email the product and we will get a quote for shipping over to you. International shipments does not include any duties and taxes that may be charged to you. If the contents are eligible for Canadian taxes the shipping carrier will collect the duties from you before delivering. Although we do our best to make certain your items arrive when we say they will, we cannot guarantee delivery times. For the same reason stated, we are not responsible for any inconvenience or monetary loss caused by late deliveries.
We ship as soon as the products are made available. For stocked items, shipping usually happens within 3 days after order is processed with few exceptions. See Product availability details on the specific product. Completion and shipping times are estimated but not guaranteed. We have no control over the shipping companies delivery schedule. If you live outside of city limits or a rural area, shipping times can vary. Copper, Custom or special order items ship out as quickly as we can make them within 2-6 weeks. You will receive notification with a tracking number when your order ships. Signature at delivery might be required.
We use various shipping companies (Fed Ex, USPS, UPS or DHL). We do not ship to PO Boxes! A physical address is required. You will receive the order by email and we will need to be notified immediately if it is incorrect. Shipping is available to Canada but you will need to call for rates and duty fees. Please call customer service at 480-877-9838 or email us at email@example.com for more detailed shipping times. Shipping times are close not guaranteed dates of delivery. Heavy items shipping freight are curbside only delivery. If liftgate service is needed this is at an additional cost, please email us ahead of ordering for the cost. Placement of item inside your home is not provided. Please make arrangements ahead of time if you need help moving the items inside your home.
We offer free shipping on orders over $300 in the lower U.S. on our products. Select oversized and heavier items have an additional delivery and handling fee due to crate and freight services. Our in-stock items can be shipped within 2-3 days. We do our best at giving estimated shipping times. This may vary due to shipping companies and out of our control. Custom special products may be up to 2-6 weeks.
Shipping and lead times vary depending on the product due to the unique products and various Artisans along with your location. Holiday times will be slower. Rustic Sinks is continually updating the shipping lead times on each of the product descriptions. Please refer to the specific product details or call us if you are unclear. We reserve the right to add additional charges for any expedited shipping or extra services such as lift gate for large, heavy items.
We will not be held responsible for additional shipping charges incurred for packages that are returned to our store due to customer absence, errors in shipping addresses or package refusal. If you refuse any shipments from RusticSinks.com, you remain responsible for all original shipping charges, and the cost of returning the package to us plus restocking fees. We will subtract this amount from your merchandise credit, if any. We comply with our manufacturers polices which most are non-cancellable, non-returnable. Please see the specific tab on the product page for more details or call before ordering if you are unsure on a specific product.
We do ship to Canada for some items. Please contact us for specifics. The customer will be responsible for all border duties, fees and taxes.The delivery company will contact for payment of these. If they are refused to be paid, the order will be considered a return and all restocking fees along with shipping both ways will be deducted from the order. Custom made products are not eligible for a return or refund.
Each installation is specific to the customer needs. We are not professional installers and cannot recommend any specifics to do so. Since most of our products are custom hand made, we do not have templates or cut sheets on all products due to variations that occur. We always recommend receiving our products before making any cabinet, counter or other cuts as we are not responsible for installation fits. We recommend you use a professional that is qualified.
All orders are automatically processed on our secure merchant processor when they are placed. During this process we incur irreversible fees. Therefore, while we understand that orders might need to be changed sometimes, we are unable to refund the credit card processing surcharge fees of 3.6%-4.6%. We strictly adhere to the following cancellation policy.
Some products can not be cancelled once the order is placed. Please see the product details return tab on the item. If the order can be cancelled BEFORE it has been shipped, you will be assessed a 20% cancellation surcharge fee before credit is issued.
If you cancel your order AFTER it has been shipped the cancellation will have to be treated as a Return with all applicable fees & credit card surcharges.
All copper and bronze products , along with custom orders can not be cancelled once order is placed or returned.
RETURNS AND EXCHANGES
Our return policy guidelines vary on products and manufactures policies. Please see the specific product page return tab for details on returns. Products that are returnable, the policy is if it is returned within the manufacturers time frame, in brand new, uninstalled and unused condition you will pay 15%-35% restock fee and you pay shipping back to us. This varies per manufacturer so please see the product page or call us before ordering to inquire about specifics. Restocking fee will be deducted from refund. If it is a special item, custom product or size or color, we must comply with the artisans or manufacturer's terms, which are not eligible for returns. The actual color may vary slightly depending on your computer/screen. Please give us a call if you are not clear on these policies. Orders begin production immediately upon order. You can not cancel once the order has begun production. If the product is eligible for a return/exchange, prior to shipping your product back to us, you will need a Return Merchandise Authorization number. We will give you specific instructions on boxing and shipping the product back. Shipping charges are non refundable. Please email customer service at firstname.lastname@example.org to request this. It is very important that you inspect the order as soon as it is delivered to ensure no missing parts, nor damage. This will need to be done within 2 days of delivery. If there is any damage or missing parts, please send photos of packaging and product to email@example.com to report this so we can send out a replacement. This will need to be reported to us within the 2 day limit. Any damage claims noted after the 2nd day will not be honored and we will reject the shipment. After receiving your RMA #, you will need to repackage products and all in original boxes with original packaging material and documentation. This is important due to manufacturer return policies. Failure to do so will result in denial of return. Credits will be processed after we have verified all original packaging and confirmed product in in new, unused condition. RusticSinks customer service hours are Monday-Friday, 8:00 AM to 5:00PM Central time. Please contact customer service at 480-877-9838 or email us at info@RusticSinks.com for further instructions on your return or exchange.
Customers must email us within the return window to receive a return authorization before shipping back. Items received without an RMA# will be refused and returned to sender. Buyer is responsible for return shipping to us. RusticSinks.com is not liable for merchandise lost or broken in transit to us. Please make sure and purchase insurance with the shipping carrier.
DAMAGED AT DELIVERY
What if my order is damaged?
If your product arrives damaged please email photos of the box, packaging and multiple photos of the product showing the damage. We will file the claim with the shipping company and get a replacement sent out to you.
Sometimes, despite our best efforts, product arrives damaged or broken. Should this happen to you, please notify our Customer Service via email within 2 days of receipt along with several photos of the product and packaging. Damage claims will not be excepted after 2 days from delivery. If honored, we’ll file a claim with the shipping company + arrange sending a replacement as soon as possible. Do not discard the packaging!
Every piece is inspected for flaws before shipping, but we are only human. In the event of a defective item, notify us with a description of the issue – we’ll diagnose the problem and can ship a replacement upon determination of a defect. Shipping for damaged items is free.
Please note, some products are handcrafted.There may be slight variation in color, texture, finish +/- size. This includes industry standard slight variances in size (+/- ½”), finish, and hammering.These are not considered flaws. We offer no warranty to the finish on the products as they will naturally change over time.