Shipping and Returns

Purchasing from The New Rustic

Sales Tax: All shipments within Georgia will be charged 7.0% sales tax.

Payment Methods: Payments accepted in US funds by Visa, MasterCard, and Discover or via a certified check, personal or company check. To place a non credit card order, please call us directly at 706-946-2030.

Customer Service: If you wish to place a new order on the phone, or have any questions, please call us at 706-946-2030. We’re open M-F 9:00 am – 5:00 pm EST.

To check on the status of an existing order, or for product questions and other issues, please email us at: orders@thenewrustic.com or call us at 706-946-2030.

Back Orders: In order to avoid excessive shipping charges, any order that contains an item that is on back order will be shipped complete once the back order item is available. If you wish to have the shipment split up, you will be responsible for the extra shipping charges. We will advise if there will be a delay as soon as possible.

Re-stocking fee: A 30% restocking fee will be charged for all items returned unless the item is damaged, defective or shipped incorrectly. The New Rustic is not responsible for items being ordered that are not the right size, not the right color or any other reason that does not pertain to issues stated above with the product.  We make every effort to clearly describe each product on our site and will gladly send customers any additional information they need to make sure the product selected is right for them.

Shipping & Handling:

Delivery Time:

Delivery times vary from product to product.  Many products are custom and built per order, especially if by one of our smaller artisan suppliers.  Smaller items could be delivered immediately larger items can take from 6 to 8 weeks.

STANDARD DELIVERY
UPS Ground 15% Shipping Charge, based on product total

($6.95 min charge)

Delivery Surcharges

Because some items are large, bulky or heavy, our cost to ship these items is higher than other items. Therefore, these large items will have a delivery surcharge listed on the product detail page and is in addition to the regular delivery charges which are outlined above.

We ship to any location within the Continental United States. If you want your order sent to an APO/FPO military addresses, please contact us for a shipping quote before you place your order.

Items typically weighing 130 lbs or more will ship via Motor Freight. Multiple smaller items may also ship via motor freight if that is the most cost effective method.

Motor Freight requires a signature for delivery, and most times, the freight company will call in advance to schedule a time to deliver. Dates given on Freight Carrier’s tracking web site are an estimated delivery date, not a guarantee of the date of delivery. A specific delivery date will be set up when they contact you. Deliveries are scheduled during M-F, holidays excluded.

Motor Freight delivery is delivered “curbside” which is only to the front of the building. This does not include bringing items into the residence or up to an apartment in a multiple floor building, or up stairs if the front door of the building is up multiple steps. In some cases you will be asked to assist in getting items off the truck. If you are unable to help with lifting heavy items, make sure you have someone available to help at the time of delivery. If you have questions about delivery of your items, please contact us before ordering. Some carriers offer inside delivery or lift-gate assistance for an extra fee. This fee is the customer’s responsibility and will be added to your order total. There is also the option of terminal pick-up if that is more convenient. Please note: Most motor carriers require that you take delivery of the order within 48 hours (2 business days) from the date it arrives at their local terminal. Holding deliveries beyond 48 hours may result in the carrier charging you for storage. These charges are set by the carrier and are assessed at their discretion. These charges if assessed will be the responsibility of the customer.

Items weighing less than 130 lbs will usually be shipped via UPS, FedEx Ground or DHL/Airborne.

P.O. Box: UPS will not deliver to US Postal P.O. Boxes (privately owned are ok).

Returns

All items being returned must get a return authorization from us. Round trip shipping charges must be paid by the customer unless we have misrepresented an item. This includes the actual shipping charges for items that are sold as “free shipping” or “shipping included”. All items will be inspected to insure the product is returnable. Once approved for return the credit card will be credited the cost of the item excluding the shipping charges. No returns will be accepted after 14 days of receipt. Some returns may be subject to a restocking fee which is charged to us by the manufacturer. RTA furniture that has been assembled cannot be returned.

Damaged Furniture: If your item is damaged, please send us an email right away.

If there is damage you will have the option to have us replace parts if it is just minor damage, or send an entire new order if there is severe damage. You are also entitled to a full refund if you do not wish to receive a replacement order.

Whenever there is damage you are not responsible for any additional shipping on your order. We will take care of shipping costs for the replacement shipment. However, if the manufacturer requests that the item be returned, we do ask that you assist in getting the furniture back to the manufacturer. If we do not receive the damaged item back to the warehouse, we will have to charge your credit card for the non-returned item.

Order Cancellation: Orders may be cancelled at any time without penalty prior to shipment. Shipment in this case means the day the item leaves the manufacturer, not the day that you’re notified it has shipped. If you wish to cancel your order after it has shipped, you will be responsible for ALL shipping charges, which include roundtrip shipping and any fees the shipper charges to reroute the shipment. Restocking fees may also be charged depending on the manufacturer.

Warranty: All products that offer a manufacturer’s warranty are valid.