Carolina Rustica Customer Service
Monday - Friday: 9 am to 6 pm EST
Saturday: 10 am to 6 pm EST
Our Customer PledgeWe want you to enjoy doing business with us and to be delighted with your product, plain and simple. Our policies are designed to be friendly and fair to both of us. We will always work with you, the customer, to make sure your experience with Carolina Rustica is a good one. Your reading and understanding the terms and conditions will greatly aid in making the transaction go as smoothly as possible. After all, we would like nothing better than for you to tell other people about us! Please read through our Terms and Conditions below and let us know if you have any questions.
Terms and ConditionsCarolina Rustica warranties that goods delivered will meet the manufacturer’s warranty standards. It is the responsibility of the customer to thoroughly inspect all items at the time of delivery. If your furniture arrives damaged, it will be the responsibility of Carolina Rustica, the Delivery Agent and/or the manufacturer to repair or replace the damaged goods. Carolina Rustica and the Delivery Agent reserve the right to repair any damages. If a repair is not possible then a replacement piece will be furnished. In the event a replacement item is required or a piece needs to be returned for repair, please be aware the typical time frame is the same as the original order. If a piece arrives with damage, the customer is responsible for indicating the nature of the damage on the delivery paperwork (the "Bill of Lading") at the time of delivery and notifying Carolina Rustica immediately, but no longer than 1 business day either by phone at 1-800-205-7819 or by email at firstname.lastname@example.org. If damages are found at the time of delivery, the item must be returned with the delivery company or you should contact us to see if an on-site repair is possible. If there is damage or a defect, and we are neither contacted nor is the item returned at that time, additional delivery charges may apply. Damages not reported on the delivery paperwork will not be the responsibility of the delivery agent or Carolina Rustica. Returns or refunds, if applicable, relating to damage will only be accepted or issued as a result of our inability to repair or reorder an item. If an item must be returned for repair or replacement, this does not constitute grounds for compensation.
Carolina Rustica will handle any issues with the factory, delivery agent or manufacturer. Please inspect your delivery promptly and thoroughly. Any and all damage or other issues must be noted in writing on the delivery papers prior to signing. It is the responsibility of the customer to notify Carolina Rustica within 1 business day of the delivery of any damages relating to the delivery.
Canceling or Change Orders
An order can be canceled or changed as long as it can be stopped. Just email us at email@example.com or call us during business hours at (800) 205-7819. Most drop ship and stocked orders are ready to ship within 24 hours. Get it Fast and Get it Now items cannot be changed or canceled due to the rapid processing and shipping. We strive to get you your order in the delivery times noted on our product pages.
Returns & Exchanges
Returned or Refused Non-Damaged Orders
Our guarantee is simple, purchases are refundable for 30 days after you receive your order. Returned merchandise needs to be undamaged, in new and unused condition, and include original packaging materials and product literature. Customers are responsible for incurred return trip shipping fees that must be received within 30 days. Credit will be given in 3-5 business days after we receive your returned merchandise. If the item is large or oversized, you can contact us to schedule return pick-up. You will be informed of incurred shipping fees via phone or email for approval of return before pickup is scheduled. Custom ordered product (such as, but not limited to, Wesley Allen, Century, Hickory White, Habersham, Palliser, Uwharrie Chair, Meyda Tiffany and 2nd Ave Design) is not returnable due to the specific nature of the product. To process a return, just call us during business hours at (800) 205-7819.
Of course, if your new furniture is damaged during shipment, we will replace the damaged item or send out a certified repair technician at no cost to you. Just make note of the damage on the shipper's receipt and give us a call within 1 day so we can assist.
To speed up your request, please take photos of the damage and all tags/stickers prior to contacting us as it is required in the approval process.
Non-Returnable Items and Final Sale
Custom ordered product (such as, but not limited to, Wesley Allen, Century, Hickory White, Habersham, Palliser, Uwharrie Chair, Meyda Tiffany and 2nd Ave Design) is not returnable due to the specific nature of the product. Ready-to-Assemble (RTA) product that has been assembled, Clearance and Overstock Items, Unpackaged Linens, and Monogrammed Linens from Sferra and Matouk are final sale and unable to be returned or exchanged.
Damaged and Defective Returns
If the return is a result of damage or defect, we will refund the full cost of the merchandise and shipping charges.
In the event that any of these occur, all details of the damage or defect need to be clearly noted on all copies of the BOL and Delivery Receipt upon your inspection during your delivery in order for us to assist you with a return or replacement. In addition, we must to be notified within 1 business day.
By signing for your delivery without noting the problem with your shipment on the delivery paperwork, you affirm your item was delivered to you with no damage or defect.
If your shipment is severely damaged, please refuse the shipment, note the BOL "refused due to damage" and contact Customer Care immediately.
If you do not have time for an inspection or the driver rushes you, YOU MUST WRITE "subject to inspection" next to your signature on the Delivery Receipt and BOL.
Damage or Defects found after Delivery and InspectionIf you inspect the shipment and there is not any noticeable damage, but you find concealed damage or defects after the carrier leaves:
- DO NOT discard any of the shipping boxes or packing materials, including the pallet the item may have been delivered with.
- DO NOT discard the product itself because it may be necessary for the carrier to inspect the item and report on the damage.
- DO NOT ship the item back to Carolina Rustica without first being instructed to do so. Failure to comply may result in denial of a damaged item claim per the shipping carrier's claims guidelines.
Immediately contact Carolina Rustica to report the situation. Include helpful details, such as package condition, how it was received (left at front door/signed for), and description of the damage. If possible, please take several pictures showing the affected area(s). We will work to resolve the issue and, in our sole discretion, we may:
Arrange a repair or replacement if an item fall under a manufacturer's warranty;
Arrange for and pay the cost for repair of an item that does not fall under a manufacturer's warranty;
Issue a replacement; or
Authorize a return
WarrantyAll product warranties are provided by the manufacturer. These warranties are generally limited to defects in materials and workmanship. The manufacturer’s warranty takes effect at the time of delivery. Carolina Rustica provides no warranties either express or implied including, but not limited to, implied warranties of merchantability or fitness for a particular purpose. Any such warranties are expressly and specifically disclaimed. Carolina Rustica shall not be responsible for any indirect, special or consequential damages to goods or properties. Customers that reside in remote or other areas not accessible by an authorized restoration center will be responsible for any trip and travel charges incurred in the warranty claim process or will have the option of taking the piece to the restoration center.
DisclaimerCarolina Rustica nor the manufacturer of the product cannot and does not guarantee that any particular finish on any item will match exactly to the same finish on an item previously purchased, on any sample seen or received, or on any item which may have been seen locally.
Wood Products: Due to the natural characteristics of wood, variations in color, texture, grain, sheen (level of gloss) and sizes may occur. These variations do not constitute a reason for return or compensation.
Leather Products: Leather is a natural product and markings such as scars, brands, wrinkles, grain variations, textures and sheen (level of gloss) can and will occur. As with any dyed material, dye lots will be different and an exact color match cannot be guaranteed to any sample or product you may have seen. Sample swatches should be construed to show the approximate color, grain, level of gloss and/or texture of a leather. These variations in leather do not constitute a reason for return or compensation.
Wrought Iron and Metal Products: Finishes may vary in appearance due to paint dye lots, climate and the uniqueness of a hand applied application. Many metal items are individually hand crafted and slight variations may occur. These variations do not constitute a reason for return or compensation.
Sizes: Sizes may vary from those listed on the website with any product. All manufacturers have a disclaimer that all sizes published will have a size allowance tolerance, generally +/- 10%, for any sizes listed for their products. Any variances within those tolerances are considered acceptable and are not a cause for return, refusal or compensation. Variances outside of those parameters would be considered manufacturer warranty issues and would be handled as such. While every effort is made to post the sizes published by the manufacturer on our website, Carolina Rustica is not responsible, nor accountable for sizes that may be listed incorrectly, for incorrect sizes furnished by the manufacturer, or for sizes that may have been changed by the manufacturer without our knowledge. If a specific size is required, it is the customer's responsibility to notify us of that. Every effort will be made to verify a specific size, however, we are not able to guarantee the manufacturer will produce or deliver a specific size, as that is beyond our control.
Sales TaxCarolina Rustica will collect the applicable sales tax for any shipment to an address within Michigan, North Carolina, and Utah. Sales tax will not be collected for shipments to other states. It will be the responsibility of the customer to understand and remit sales tax in accordance with the laws of their home state.
DELIVERY PROCESSA. Your furniture will be scheduled for delivery as it is received complete into our distribution center. If you have ordered from several manufacturers, we will generally wait until the last piece is received in before scheduling delivery. If you cannot receive delivery when the order is complete and scheduled, we will warehouse your complete order for 30 days at no charge. After the 30 days is complete, you will be charged 2% of the total order cost per month as a warehousing fee for you furniture.
B. Please make sure we have all available phone numbers to contact you for delivery. A traffic representative may leave a message requesting a return call to discuss scheduling a delivery. If they are unable to contact you, they will attempt to deliver your furniture on the next available delivery to your area.
C. The delivery personnel will unload, uncrate and place the furniture in the requested room setting. Normal setup includes attaching mirror supports, reversing drawer hardware, assembling beds, and dining room tables. They are not equipped to hang mirrors or art on walls or level furniture on carpet. Please have the space cleared for your furniture. It is your responsibility to know the size and dimensions of the furniture you have ordered. The delivery service will not be responsible for furniture that is too large to go into a room, hallway, doorway, entrance passage or stairwell. If it is difficult or impossible to place, maneuver or fit a piece of furniture by a two-man team due to conditions in your home, the consumer is responsible for providing additional placement assistance. The delivery service will not be responsible for damage to your home that results from your request of us to attempt placement in difficult conditions. Delivery personnel will require that you sign a waiver before any attempt is made in difficult situations that risk damage to your home and the furniture being delivered. If placement in the requested area is not feasible, our delivery personnel will place the furniture in an accessible area of your home. Furniture that you have ordered that is too large to fit into your home is not the responsibility of The delivery service and cannot be returned or cancelled.
D. Deliveries will be scheduled approximately 7 to 10 days in advance of the delivery date. Deliveries will be assigned a time window, but due to traffic conditions, weather, truck performance, etc, we cannot guarantee specific times for delivery. Please arrange to have a designated person available to inspect and accept delivery if you cannot be present. If no one is home when we attempt to deliver per the scheduled date and time, you will be charged a re-delivery fee. Carolina Rustica cannot be responsible if conditions beyond our control arise which prevent the delivery from being made at the scheduled time.
E. Furniture cartons will be flattened and packaging material will be placed in a box. Disposal of these items is the consumer's responsibility.
F. Delivery personnel are not responsible for the installation or connection of electronic equipment in the furniture being delivered.
G. The standard delivery vehicle is an 18 wheel tractor or 35' straight furniture delivery truck. It is the consumer's responsibility to inform us prior to delivery if the location to be delivered cannot accept a specific delivery vehicle. Deliveries that cannot be made due to vehicle size or access restriction will be billed as delivered. If a delivery is possible with another vehicle, re-delivery will be made and an additional delivery fee will be charged.
DELIVERY POLICYDeliveries with “White Glove” service are configured for normal delivery conditions. Additional charges may be assessed by the delivery company for any unusual delivery conditions not disclosed at the time of order. Such conditions may include, but are not limited to, areas where the delivery vehicle is not able to access due to road conditions, weather conditions, narrow roads or driveways, very steep access roads or driveways; ferries, excessive toll roads or additional insured certificates required by any association affiliated with the delivery address. Other conditions may include, but are not limited to, very narrow stairways, spiral stairways, stairways with tight turns or narrow transitions, narrow doorways or openings, limited access due to wall configurations.
The delivery agent will contact you within 1 to 10 days prior to delivery to make delivery arrangements. Carolina Rustica does not guarantee any day or exact times of deliveries. Normal deliveries may be scheduled between 8 a.m. to 9 p.m., 7 days per week. Additional charges may be charged by the delivery agent to accommodate specific day or time requests. All delivery times are estimates based on the current lead times provided by the manufacturer or delivery agent. Carolina Rustica will do everything possible in its power to insure that the expected time frames are met, but cannot be held responsible for delays caused by the manufacturer, supplier or delivery agent. Delays caused by adverse weather conditions, traffic delays or mechanical failures of machinery are beyond the control of Carolina Rustica. The delivery agent will make every effort to meet a scheduled appointment or attempt to notify the customer of a delay. Failure of the delivery company to meet a specific delivery time or date does not constitute grounds for compensation to the customer nor does it constitute grounds for cancellation of an order without penalty.
In-home deliveries and set-ups are configured for two person hand carried situations. There are no provisions allowed for ropes, hoists or machinery to be used; nor removal of any fixtures, doors or windows to allow access.
It is the customer’s responsibility to understand the furniture dimensions and to measure to be sure the furniture will fit in the room and through any doors, around any corners, under any low overhead areas and up any stairway or stairway landing. The customer must also have any rooms ready to accept the furniture. Delivery personnel are not authorized to move or remove any existing items from rooms due to liability issues. If additional assistance is required for other than standard delivery scenarios, the customer must assume responsibility of additional charges. Any furniture refused by a customer because it will not fit in a designated room or fit through an opening will be subject to a restocking fee not to exceed 25% plus actual freight charges incurred by Carolina Rustica.
Curbside DeliveriesCurbside delivery service is used for some items. The service is just as the name implies – the delivery will be dropped off by the truck at the end of the driveway. Any item that is delivered by this service should be checked thoroughly for any damage to the carton and if any damage is seen, should be noted on the delivery paperwork at the time of delivery. The contents of the box must be examined as quickly as possible, but no longer than 24 hours after delivery. If there is any concealed damage on the contents of the carton, this must be reported within 24 hours to the delivery company and to Carolina Rustica.
Privacy Statement and Web Site Security (this will bring you to our comprehensive section addressing this important issue)
Many more questions are answered in our comprehensive FAQ section, found by clicking here.. If none of your questions are answered on our site, please call us at 800-205-7819. Please call if you have any questions relating to in-stock inventory or store hours and directions.
Site UsageCopyright Permission Notice:
Copyright in the documents and/or the software provided in this web site is owned by or licensed to Mattress USA, Inc. You are authorized to use this material only for personal, non-commercial purposes. You may download, print and store copies of this material for your own personal, non-commercial use, provided this Copyright Notice and Copyright Permission Notice is included in all such copies. You may not charge anyone for use of the material and you may not publish, retransmit or otherwise distribute the material to others. You may not modify the material in any way, without the prior written permission of the copyright owner. Except as expressly stated in this legal notice, no rights or licenses to the material, or any portion thereof, shall be granted or implied.
The material contained in this web site has been checked for accuracy; however, all material is provided without any express or implied warranties. Neither Carolina Rustica, Mattress USA, Inc., nor its affiliates assumes responsibility for any errors or omissions in the material. In no event shall Carolina Rustica or Mattress USA, Inc. or its affiliates be liable for any special, indirect or consequential damages resulting from any use or performance of, or content errors or omissions in the material, even if notified in advance of the potential for such damages. All users of the material agree that access to and use of the material is subject to the terms and conditions stated in this legal notice, as well as all applicable laws, and such access and use is at the user's own risk. These terms and conditions are subject to change from time to time without notice by updating or revising this legal notice.
ContentHere at Carolina Rustica, we make every effort to insure that the content on our site is current. However, we have many suppliers and thousands of products online, and it can be difficult getting current information from our suppliers. We cannot guarantee that the information contained on this website will not contain errors, inaccuracies or omissions. Such errors, inaccuracies or omissions may relate to price or to product description or availability. Carolina Rustica and its parent company, Matrress USA Inc, reserves the right to correct any error, inaccuracy or omission or to change or update the information contained on our site without prior notice to you and without liability to you. Further, Carolina Rustica reserves the right to refuse or cancel any orders containing any error, inaccuracy or omission, whether or not the order has been submitted, confirmed and/or your credit card has been charged. If your credit card has been charged for the purchase and your order is canceled, Carolina Rustica shall promptly issue a credit to your credit card.
Please be aware that we present our content 'as is'. When an item featured on Carolina Rustica is no longer in stock, we make every attempt to remove that item from the Site in a timely manner. Additionally, some items may have longer lead times than initially estimated. This may be due to manufacturers' import schedules, pre-existing backorders, etc. Our estimate of lead times are just an estimate and does not imply a legal obligation to deliver within a certain time frame.
All purchases and agreements will be governed by the laws of the United States and the State of North Carolina. Any action relating to the agreement must be brought in the federal or state courts located in Cabarrus County, North Carolina, and you irrevocably consent to the jurisdiction of such Courts. This Agreement will be binding on, inure to the benefit of, and enforceable against the parties and their respective successors and assigns. Our failure to enforce your strict performance of any provision of this Agreement will not constitute a waiver of our right to subsequently enforce such provision or any other provision of this Agreement.