Carolina Rustica Customer Service

Call: 800-205-7819
Monday - Friday: 9 am to 5 pm ET

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Our Customer Pledge

We 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.

Canceling or Change Orders

Most items are ordered directly from the manufacturer where they quickly enter production and are shipped. Because we work diligently to make sure that your order is processed and sent to the manufacturer as soon as possible, orders may be canceled within 1 business day from when the order was placed. Any requests to cancel an order outside of 1 business day will be subject to our standard return policy. Please be advised that items with Express Delivery cannot be cancelled due to our fast processing and shipping times.

Order cancellation requests must be submitted to customer support. Once we are able to cancel your order, we will send you an email confirmation of the cancellation.

Refunds will be made to the original method of payment and will be processed within 5 business days. Please be advised that it could take your credit card company an additional 2 business days for your refund to be reflected on your billing statement.

Delivery Process

A. 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 your 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 may be subject to additional delivery fees.

Delivery Policy

Deliveries 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 Deliveries

Curbside 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.

Returns & Exchanges

Returned or Refused Non-Damaged Orders

Returns must be requested within 7 calendar days from the date of delivery. You will be subject to round trip shipping fees and a 25% restocking fee. Please note that if your delivery was free, you will be charged the outbound shipping costs paid by CarolinaRustica as part of the round trip shipping fees. For furniture delivered via Front Door Delivery/Curbside Delivery, the Furniture item must be new, unused, unassembled and in the original packaging with all product literature to be eligible for a return.

For furniture delivered via White Glove Delivery (In Home Set-Up), the item must be in new, saleable condition to be eligible for a return.

Most furniture items are returnable excluding custom made items (such as, but not limited to Amisco, Lane Upholster, Klaussner, Palliser, Uwharrie Chair, Eastern Accents Beds and Matouk Linens) or any item with a fabric, color or configuration selection. Custom made will be notated in the Features field under Details on the product page. Clearance & Overstock Items, unpackaged linens, and monogrammed linens from Sferra and Matouk are also final sale and are unable to be returned or exchanged.

Furniture Items must be determined by the shipper, manufacturer and CarolinaRustica to be free of any manufacturer defects or shipping damage (please see our Damage Policy.)

Item(s) will not qualify for the Non-damaged or Non-defective return if: -- You receive an item that is not the expected finish, fabric or leather on an item previously purchased, on any samples seen or received, on any item which may have been seen locally, on a photograph, printed material or digital image viewed on a computer monitor or any other electronic device -- You or a CarolinaRustica representative, on your behalf, places an order through the CarolinaRustica website and the item(s) listed are incorrect. You are responsible for reviewing the email order confirmation details and notifying CarolinaRustica within 24 hours if either, you did not receive the email order confirmation, or of any discrepancies on the order confirmation.

Furniture dimensions and sizes are posted on the website under each item's product page. It is your responsibility to review the dimensions and to ensure that the furniture item(s) will fit into your home through any doorways, up or down any stairways and into any rooms. You accept responsibility to ensure that the furniture fits into your home or office. For any refused items due to the furniture not fitting into your home or office, you will be responsible for any and all fees under our Return Policy.

Furniture Return Request Process

To request a return, you must fill out the Return Request Form within 7 days from receiving delivery. CarolinaRustica will provide you with a quote for total return charges via email which must be agreed to in writing. Once you agree to the return charges CarolinaRustica will provide you with a return authorization number and arrange return with our partner carrier.

Returned items must be tendered to our deliver partner within 14 calendar days from when the return authorization number was provided to you.

Once the furniture arrives to our facilities, the furniture item will be inspected by our warehouse team. Upon passing inspection, a refund will be issued to your original method of payment less the round-trip shipping fees and 25% restocking fee within 5 business days. (Please be advised that it could take your credit card company an additional 2 business days for the refund to be reflected on your billing statement.)

In the event that the furniture does not pass inspection we will reach out to you within 2 business days and we will ship the item back to you at your cost.

If you elect to arrange return of the furniture yourself, you will only be subject to outbound shipping fees and a 25% restocking fee. The furniture must be received within 30 calendar days from when the return authorization number was provided to you. If the carrier you elect, damages the item, you will be notified once the item arrives to our warehouse. It will be your responsibility to work with your elected carrier on a damage claim and no refund will be issued for the product.

Our Linens Guarantee/Return Policy

Our guarantee is simple; purchases are refundable for 30 days from delivery. Returned merchandise needs to be in the original packaging, unopened and in new, saleable condition with all original product literature. Customers are responsible for shipping the product back to us. Since we ship from multiple locations, please be sure to contact us for a return address. No refunds will be issued for any item shipped to the wrong address. The item must be received by our facilities within 30 days from delivery for the return to be accepted. Credit will be given to the original method of payment within 5 business days from product return arrival. Any items returned after 30 days from delivery or with evidence of use, or damage to the product or packaging will not be accepted. We will reach out to you and charge outbound shipping charges to ship the item back to you. No refund will be given.

Clearance and overstock items, unpackaged linens, and custom ordered product (such as, but not limited to, Matouk Linens and monogrammed linens from Sferra are final sale and unable to be returned or exchanged.

Refusal of Delivery (Non-Specified Reason)

If you refuse an order without notifying CarolinaRustica of any damage or manufacturer defects, CarolinaRustica will reach out to you over a period of no more than 5 business days requesting a reason for refusal. If contact cannot be made within 5 business days from the date the order was refused, the order will default to our Non-Damage & Non-Defect Return Policy at which time you will be automatically charged round trip shipping fees and a 25% restocking fee and the order will be returned. If the item you refused falls under the custom made category, no refund will be issued.

Damage Policy

If an order is deemed damaged by the shipping company, manufacturer and/or by CarolinaRustica, we will work diligently to have the issue resolved. CarolinaRustica will only accept responsibility for a damaged item where you notated damage on the delivery receipt and you reported the damage to CarolinaRustica within 1 day. Failure to note damage on the delivery receipt and notify CarolinaRustica within 1 day will relinquish CarolinaRustica, the shipper and the manufacturer of all liability. Please be advised that there are different procedures for accepting delivery depending on the delivery service level that you have chosen. Refer to your order confirmation to confirm the selected level of service.

Front Door Delivery/Curbside For front door delivery, any damage and/or imperfections on the packaging must be noted as damage to packaging on the delivery receipt before signing the delivery receipt. (If the packaging is severely damaged and damage to the furniture is apparent, please also refuse delivery of the furniture and contact CarolinaRustica within 1 day)

Please open and inspect all furniture immediately. You must fully inspect the furniture including the left, right, top, bottom, back, front, inside, as well as all functioning components including but not limited to doors, drawers, and reclining mechanisms. If damage to any part of the furniture is found during inspection, you must report this within 1 day to CarolinaRustica.

Photographs of the damage will be requested by CarolinaRustica customer service team and are required by the manufacturer. Photographs may be sent via email or by mail. Photographs must include:

1. Furniture packaging showing damage to the packaging
2. Full view of the damaged piece in question
3. Any damages to the furniture
4. Manufacturer label on the furniture item

Once photographs are received, CarolinaRustica will assess the best option for resolving the issue. This may include:

1. Sending replacement parts
2. If the replacement parts are not available, CarolinaRustica will ship a new piece

White Glove Delivery (In Home Set-Up) It is the customer's responsibility to fully inspect the furniture when delivery is being made. Please open and inspect all furniture immediately. You must fully inspect the furniture including the left, right, top, bottom, back, front, inside, as well as all functioning components including but not limited to doors, drawers, and reclining mechanisms.

In the event that there is damage to your furniture, you must note on the delivery receipt, damage to (specify area and description of damage), refuse the damaged item(s) and keep the good item(s). After signing the delivery receipt, you must contact CarolinaRustica within 1 day to report the damages. Do not notate concealed damage on the delivery receipt.

Photographs of the damage will be requested by CarolinaRustica's customer service team and are required by the manufacturer.

Photographs may be sent via email or by mail. Photographs should include:

1. Furniture packaging showing damage to the packaging
2. Full view of the damaged piece in question
3. Any damages to the furniture
4. Manufacturer label on the furniture item

Once photographs are received, CarolinaRustica will assess the best option for resolving the issue. This may include:

1. Sending replacement parts
2. If the replacement parts are not available, CarolinaRustica will ship a new piece

Non-Returnable Items and Final Sale

Custom ordered products (such as, but not limited to, Wesley Allen, Century, Hickory White, Habersham, Palliser, Uwharrie Chair, Meyda Tiffany, and all custom produced upholstery and case goods) are not returnable due to the specific nature of the product. Ready-to-Assemble (RTA) product that has been assembled, Clearance and Overstock Items.

Damaged and Defective Returns

In the event there is damage upon delivery, all details of the damage or defect need to be clearly noted on all copies of the Bill of Lading and/or 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 on the Bill of Lading (BOL) or shipping document "refused due to damage" and contact Customer Care immediately at 800-205-7819.

Damage or Defects found after Delivery and Inspection

If 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 either issue a replacement or authorize a return.

Warranty

All 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.

Disclaimer

Carolina Rustica nor the manufacturer of the product cannot and does not guarantee that any particular finish, fabric or leather on any item will match exactly to the same finish, fabric or leather on an item previously purchased, on any sample seen or received, on any item which may have been seen locally, on a photograph, printed material or digital image viewed on a computer monitor or any other electronic device.
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.
Delays: Orders are placed with the manufacturer immediately. Every effort is made by Carolina Rustica, the manufacturer and the delivery agent to deliver an order within the estimated time frame. However, delays may happen for various reasons, including, but not limited to 1) the manufacturer has sold out of a product prior to receiving our order; 2) the manufacturer is out of stock of various components such as fabric, leather, frames, etc.; 3) the delivery agent has over-committed; has mechanical issues, has traffic issues, has experienced weather delays, etc. These delays are beyond our control and do not constitute a reason for compensation, cancellation or return. A refusal of an order because of a delay will fall under our return policy.

Sales Tax

We will display the current prices for products available for purchase. The prices do not include applicable taxes and fees that we are legally required to charge you. We will inform you about any such taxes and/or fees before you are able to complete a purchase order.

We collect sales tax on orders where we are legally required to do so. We currently collect in Alabama, Arizona, Arkansas, California, Colorado, Georgia, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maryland, Massachusetts, Michigan, Minnesota, Nebraska, Nevada, New Jersey, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Pennsylvania, Rhode Island, South Carolina, South Dakota, Tennessee, Texas, Utah, Vermont, Virginia, Washington, West Virginia, Wisconsin and Wyoming. But while we won't tax you, your state might. Check with your local taxing authorities on your specific regulations. More Information

Many more questions are answered in our comprehensive FAQ section. Please also review our Terms and Conditions for more information about our site. 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.