Shipping Policy at Carolina Rustica
Our priority is to have your order ship in a safe and timely manner. Please read these details on how how we handle shipping your lighting or furniture.
Free Shipping Requirements
All lighting, ceiling fans and most home accents qualify for Free Shipping with the only restrictions being shipments to APO's, Alaska, and Hawaii, residents of these locales should call us at 800-205-7819 for a shipping quote and to place your order. The product page will have information as to how the item ships and whether or not it is indeed free shipping. Shipping costs for those items that are not Free Shipping are calculated automatically upon checkout. If you add an item in your cart that does not qualify for free shipping, along with an item that does ship free, you will only be subject to one shipping charge. We use UPS ground service unless you contract with us for a higher level of service. Standard UPS shipping procedures apply for our shipments. We do not ship COD.
*Free shipping is available on most items, though there are some restrictions based on price, service level, and/or ship to location. Items that ship for free will specifically mention it on the product page, otherwise shipping is additional. Free shipping may include curbside deliveries as well as white glove service with in-home set up. Sorry, we cannot ship free to Alaska, Hawaii, Puerto Rico, or internationally, residents of these locales should call us at 800-205-7819 for a shipping quote to a freight forwarder of your choice and to place your order.
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. Delivery is super easy with our In-Home White Glove delivery service. The delivery team will bring your new furniture into your home and into your room of choice. They will also unpack it, set it up, and then also remove all the packaging materials for you. (Delivery is up to 2 flights of stairs. Additional arrangements are subject to charge by the delivery carrier.) 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.
Truck Line Service Levels
If you have ordered a large furniture item, you should be prepared for a vehicle of considerable size arriving at your residence. If you think there may be a problem with shipping access, please notify us when you place your order. You, or someone acting on your behalf, must be at the shipment address to receive and sign for the delivery. Freight will always be shipped pre-paid, meaning you do not have to pay anything to the freight company. "Curbside Only" deliveries require you to bring the item into your house yourself. The driver will not go up stairs or elevators. If you ask the driver to bring your product into your home, and we are invoiced for that extra service, we will charge you the exact amount that the additional service cost us.
Shipping Restrictions and Exceptions:
We ship via UPS to Alaska and Hawaii. Shipments to these locations do not go free freight, residents of these locales should call us at 800-205-7819 for a shipping quote and to place your order. At this time, we are not able to ship to APO's due to damages. Even if you are not charged shipping at checkout, a customer service representative will call you to arrange additional payment. We only charge our actual cost. Please contact us for details at 800-205-7819.
Shipping Damages
Once in a great while, products may get damaged in transit. If your order arrives and there is visible damage to one or more of the boxes, please refuse receipt of those boxes and notify us immediately. You will not be held responsible for any damages, but signing that a box was received damage helps us immensely in the claims process. We will have the manufacturer send a replacement and we will handle the shipping issues on our end.
For local North Carolina deliveries, please call our store at 800-205-7819.
Local Shipping Charges
Our Free Shipping policies apply to local deliveries as well. If you order online and pick up from our store, shipping charges will be waived, but we will charge you NC state sales tax.
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