Frequently Asked Questions About Carolina Rustica

Q: Do you offer any type of financing?
A: We have two easy options for financing! Customers can explore financing opportunities through Brand Source, one of the most widely recognized consumer goods financing companies (operated by Citi). Please call us at 800-205-7819 or click here for details on Brand Source financing. We also recommend the PayPal service Bill Me Later as an alternative, which only requires that you have a Paypal account and are eligible for financing. Please see their website for more information, and remember that you can use this option for online orders as you checkout.


Q: Why do I have to call or email for prices?
A: Carolina Rustica is committed to our suppliers and we respect their marketing policies. The internet has changed the dynamics of furniture shopping, and many high-end manufacturers do not want prices shown to minimize the disruption to their valued dealer networks. As a stocking dealer as well as an online retailer, we appreciate the value these policies have in keeping a "level playing field" among all dealers. Please note that we can respond to email requests for pricing if you leave us your telephone contact information. We are unable to respond to quote requests in writing, due to these same manufacturer restrictions.


Q: Do you have coupons or special offers?
A: Our online prices are the lowest allowable by our valued manufacturers, so in many cases, we are unable to offer further discounts (see our Carolina Rustica Price Match Guarantee. However, we do have ongoing coupons available for select manufacturers that do not have pricing restrictions, or for our own Iron Artistica line. These can be found on many of the most popular coupon sites on the internet. Also, if you sign up for our newsletter, we have specials available to newsletter subscribers only (click here to subscribe). Lastly, look in our Clearance Section for the absolute best deals possible on discontinued items or cancelled orders!


Q: What if I find the same product for less at a store or another website?
A: We have recently implemented the Carolina Rustica Price Match Guarantee. Here at Carolina Rustica, we pride ourselves on offering a wide variety of high-end home furnishings and lighting at great prices and supported by outstanding customer service. However, recognize that we must always be competitive in order to win, and keep, your business. Therefore, we have implemented a Price Match Guarantee for most products sold online. If you find a lower price online before or after you place your order, we will match this amount contingent on the following criteria:

  • • Carolina Rustica will match any price from any competing website for a period of up to five business days from the original date of your order.
  • • Carolina Rustica is both a brick and mortar and online dealer. We respect our brick and mortar competitors and do not offer price matching to local retail stores and showrooms. Price matching will be honored relative to online distributors ONLY.
  • • All fees and charges will be accounted for in calculating your total cost with a competitor. This would include shipping costs, restocking fee and return restrictions.
  • • Most importantly, Carolina Rustica is a strict adherent to the policies and minimum prices recommended by our manufacturers and suppliers. Our suppliers are our partners and we do not "cheat" on minimum pricing.
  • • Purchases made at our retail locations are not eligible for Price Matching.

Please copy and paste the website address (URL) from your browser into an email and send to custservice@carolinarustica.com before or after your purchase and we will review this information and respond immediately. If you have a quote from another online dealer, you can simply forward that to us as well or fax to 704-786-1662.


Q: What are Lead Times all about?
A: Lead times are the estimated time it takes from when you place your order to the time it gets delivered to the customer. These are our best estimations based on what the manufacturer tells us it will be, plus the time it takes for us to process the order and the manufacturer to process the order and ship it. Delivery times can also vary depending on the shipper, time of year and weather conditions to and from the shipping areas. We strive to place accurate lead times on our site in each of the product details. Again, these our the best estimations based on the information we have on hand.


Q: Why does it take so long to get my furniture?
A: In most cases furniture ordered from Carolina Rustica is crafted just for you! When you place an order with us, we turn around and order it from the manufacturer, many of whom keep basic frames and parts on hand but not fully crafted furniture. The artisans will then configure the furniture piece(s) just for your order. When it's ready our delivery company will go pick it up and take it back to their warehouse. Then they have to schedule a route going through your area, since we're based in North Carolina, these routes can take weeks to come together, especially if you live far from us and/or in a remote area. While we enjoy seclusion as well, please understand that it effects our ability to get to you quickly!


Q: What if something goes wrong with shipping?
A: Please see our shipping section for detailed information on shipping your order. We have many years' experience in shipping furniture and lighting across the country and will make sure that the shipping aspect of your order goes as smoothly as possible.


Q: What is your return policy?
A: Customers have the option of returning orders, but since we sell some extremely large and expensive items, our policies are designed to be fair to both you and us. Please see our Customer Service section on Returns and Cancellations for detailed information.

Q: Do you have a store near me?
A: Our retail store is located in Concord, NC and features two galleries with over 20,000 square feet of showroom space dedicated to high end furniture and mattresses. We are the anchor tenant at Gibson Mill, a 100-year old textile plant that has been redeveloped for high-end retail. Our address is 325 McGill Ave, Suite 175, Concord, NC 28027. You can get driving directions here.
If you are in the market for mattresses, you can find a US-Mattress store near you by visiting US-Mattress.com, US-Mattress.com is owned and operated by our parent company, Mattress USA, so you are guaranteed the same outstanding shopping experience as Carolina Rustica.


Q: Do you ship to Canada?
A: As a registered non-resident importer, we are happy to ship to all Canadian provinces. Taxes, duties, customs clearance and shipping charges are all prepaid through Carolina Rustica.


Lead-Time
The average delivery times that are posted on our website are only for orders that are shipping within the contiguous United States. Most orders shipping to Canada will increase transit time due to customs inspection and further distance from the supplier distribution centers*. Please note that we do not currently offer expedited shipping to Canadian addresses. Number of business days that are automatically added to Canadian shipments:
Small Parcel: 5 - 7 Business Days Truck-Freight & White Glove: 5 - 7 Business Days
*Some of our suppliers have warehouses located in Canada. Whenever possible, we will ship from our Canadian warehouses to cut-down on transit time to you!


Taxes & Duties
We are a registered non-resident importer in Canada. This allows us to simplify the purchasing process for our Canadian customers, reduce delays at the border, and prevent unexpected charges at the time of delivery. GST, duty and brokerage fees are paid at the time of purchase for all orders shipping to Canada. All paperwork will be handled by us, and the GST will be remitted for you to the Canadian government. Additionally, we will collect and remit PST for the provinces of Nova Scotia, New Brunswick, and Newfoundland to further simplify your shopping experience. Please note, if you live outside of Nova Scotia, New Brunswick, and Newfoundland you are responsible for remitting any additional taxes that your provinces may collect.* * The "International Fee" that we show in the shopping cart and throughout checkout covers international shipping costs, duties, and brokerage fees.



Please Note:

  • • Certain product warranties may only be valid in the United States
  • • All products on our sites are subject to safety and testing standards as required by the United States and may not be certified for use outside the United States
  • • All prices shown in US Dollars



Q: Is Carolina Rustica a "Green" company?
A: Carolina Rustica is absolutely committed to doing its part in being a good steward of the earth. We have several initiatives in place to make sure we reduce waste, re-use wherever possible, and recycle our disposables. These initiatives are in place as a matter of daily practice, and they are summarized by our mantra of Reduce, Re-Use, Recycle. Please click here to read all about our Green practices and how they are part of our daily operations.

Our commitment to the environment is also closely tied to our own suppliers and manufacturers...We are quick to recognize those suppliers that make a concerted effort to manage environmental manners as an integral part of their business. These companies have policies in place to ensure the environmental integrity of their manufacturing processes. They share our business culture of a deep respect for the fragility of our environment and the limited nature of the resources that we all consume. Some of these outstanding partners are John Boos, Hubbardton Forge, Wesley Allen, and Palecek.


Q: What other assurances do you have that the furniture will meet my expectations?
A: Every day, we ship furniture, beds, and lighting all over the country. Most of our customers buy from us "sight unseen" because of our detailed product knowledge, product descriptions, and unconditional customer satisfaction pledge. We stand behind our wrought iron furniture 100%, and want to make sure you have a good experience doing business with us.


Q: Why buy from Carolina Rustica?
A: Over the twelve years we have been in continuous operation, we have developed an outstanding portfolio of leading brands in the field of furniture and lighting. We feel truly proud and honored to represent companies such as Lexington Home Brands, Charleston Forge, Wesley Allen, Hubbardton Forge, Currey & Co., Casablanca and many, many more. It is our belief that you will find no finer furnishings, home accents, or lighting products anywhere for such competative pricing. We strive to make your purchase as easy as possible, from our great customer service staff to our product guarantees. We want to provide you with as much information as possible before your purchase. It is our belief that an educated customer is a happy customer, and to that end we try to provide as much product information as possible on our site. Please take a look at some of our Customer Testimonials as well as our Customer Service Policies to see how this ethos is put into action.


Q: What are your payment options?
A: We offer many convenient payment options to suit your needs. You can pay online or over the phone using a major credit card (Visa, Mastercard, American Express and Discover). The charge will appear as "Matt USA" on your credit card statement (Mattress USA Inc. is our parent company). You can also pay online with Payments by Amazon, Paypal, and Google Wallet. If you’ve used Google Wallet or Google Checkout before, all you need to do is login with your Google username and password to buy from us. You can also pay by wire transfer or personal check. With personal checks, after you place your order, just mail us a check for the full amount of your balance within 3 days of placing your order. Your check must clear before the furniture is shipped out. If you would like to pay via wire transfer, please contact customer service for our wire information. You will be charged and additional $25 for the wire transfer fee. We can also send you an invoice via Paypal if you place an order over the phone. We also have financing options through GE Capital.


Q: When will my credit card be charged?
A: When you order through our shopping cart or over the phone, in most cases you will be charged in full. We regularly check stock with our manufacturers to assure that the product will be available for shipment to you within a reasonable time frame. Estimated lead times are posted on the product information page. However, some items with custom-ordered finishes, fabrics or other upgrades may take longer. In those cases where there is a longer than normal lead time due to customization or a back-order situation with the manufacturer, we may agree to charge you 50% when you place the order and 50% when the order is picked up by our delivery service. When the order is delivered to you, it will be 100% paid in advance and no money will be exchanged at the time of delivery. Please note that when we do charge your card, the charge will appear as "Matt USA" on your credit card statement (Mattress USA Inc. is our parent company).


Q: What about site security? How will you protect my information?
A: The security and integrity of our site, our processes, and our people is one of our top priorities. Due to greater concern of identity theft and unauthorized use of credit card information, we have dedicated an entire page to these issue which you can find by clicking on this link. We have also passed an extensive security audit mandated by our card processing banks. This audit examined both our physical (office) security and our systems security.
We DO NOT sell, lease, or make available to third parties your personal information. This information is kept internally, although we may use it to send occasional newsletters or special offers. You can very easily opt out of these infrequent emails if you wish. Please see our Privacy Statement for more information. When you transmit your information to us via the internet, it is via an encrypted server on the last page where your card information is actually input. If you cannot see the small yellow lock on that page, you should activate your status bar under "View" in your Explorer options. We use a 128-bit encrypted server with an SSL certificate (your guarantee of safe shopping) issued by Verisign, the leader in SSL Certification.
We also physically protect your information from being misused. We are a small company of ten employees, all carefully screened before employment. Customer information is kept in locked files with limited accessibility, and our office is fully alarmed. Customer card information is destroyed in a shredder when we have processed your transaction. We are probably more secure than many other business who collect such information.


Q: There is a supplier (or product) I am interested in but I don't see it on your site. Can you still get it for me?
A: Some of our best suppliers were recommended to us by our customers! So yes, most likely we can get the product you are looking for. With our national distribution and growing business, we are increasingly able to negotiate with non-regular suppliers to get the product you want. At a minimum, we will try to help you find it elsewhere if we cannot get it for you. If you are looking for a product from an existing supplier on our site, and cannot find it, please inquire by calling 800-205-7819. It may be discontinued or it may be a new product we have not put on our site yet.


Q: Do you sell components or replacement parts?
A: It is our policy to sell components or replacement parts to existing customers. Replacement parts sales are extremely time-consuming and we do this as a service for our existing customers. We do not replace P & P seats if bought through another dealer, nor do we replace lighting or kitchen components when the item is purchase through another dealer other than Carolina Rustica.


Q: What if I realize that I want inside delivery of my order?
A: More often than not, we shipping furniture from Carolina Rustica includes inside, white-glove delivery for your furniture order (smaller items, including lighting and ceiling fans, may ship via UPS). We subsidize this service for you, charging flat rates to different parts of the country and paying the difference ourselves, we feel this alleviates the confusion around shipping costs and different levels of service. There are however, some manufacturers that dropship directly via curbside truckline shipments, including Wesley Allen. We are able to upgrade these deliveries upon request for a nominal fee, we believe the upgraded service is definitely worth the price!


Q: Do you sell to the trade (designers, architects, etc)?
A: Absolutely, but you need to provide us with proper documentation. Please call us at 800-205-7819 for more information.


Q: What if I want actual samples of the iron or wood finish?
A: We get hundreds of requests for finish samples for customers who would like to "touch and feel" before they make their purchase. Unfortunately, it is not possible for us to mail out actual physical samples to all those who desire them. In many cases, our suppliers simply do not make samples, as the digital photography they use is very accurate. We want to make sure our customers make the right choices, and will do everything we can to provide you with descriptions to help make that process easier. In limited situations, we can mail out samples, but the varies with suppliers and availability. You must have already placed an order to receive a sample.


Q: What if I decide I don't want the product when I receive it?
A: We highly recommend that if you have doubts about your order, you cancel it before it is shipped. Otherwise, if you refuse the shipment when it arrives, you will be responsible for all shipping costs and a possible restocking fee. We will refund you the product cost less these charges. Please see our Customer Service section on Returns and Cancellations for more information.


Q: My order was declined. Why?
A: There are two possibilities. The first is that there is a mismatch between your actual billing address and what you have input into the order form. This is known as an AVS mismatch. An AVS mismatch can also occur if the CVV code (the three or four digit number on your card that is not part of the actual credit card number) is not input accurately.
It is important to understand that in the event of an AVS mismatch, your credit card may still be authorized for the purchase amount. An authorization is NOT a purchase. No funds have been charged to your card, but rather, the those funds has been temporarily made unavailable. This funding hold will be removed after five (5) to seven (7) days. This is the issuing bank (your credit card issuer) policy to first authorize then funding hold and then verify address information with our payment processor, Authorize.net. If your purchase transaction has not been successful due to an AVS mismatch, we can release this funding hold by calling your issuing bank, but you will need to provide us with complete contact information.
The second reason for a declined order is unavailable funds. Your purchase may exceed your card-issuing banks credit limit. In the case of debit cards, you may have a daily spending limitation imposed by your issuing bank.


Q: I live close to your Concord, NC store but don't have a truck to take my purchase home with me. Do you provide local delivery?
A: YES, we do have the ability to deliver items to our local North Carolina customers.
Here are our local shipping charges & policies:

  • • If the delivery location is in a 1 hour (50 mile) radius, and they order from us EITHER in the store or over the phone, their shipping charge is $75.00
  • • If the delivery location is in a 2 hour (100 mile) radius, the same rule applies but shipping is $95.00. We will ship to Raleigh/Durham for $115.00.
  • • Items that qualify for FREE SHIPPING also ship free on a local basis
  • • All delivery options include inside delivery. We will not set-up.