Question 1

Shipping Policy

Accepted Answer

All orders are insured and tracking will be provided at no additional cost to the Consumer and we are able to ship anywhere (excluding Post Office Boxes) within the Continental United States! We reserve the right to use a different carrier than those mentioned below if it will result in a cost reduction. Local Deliveries We are located outside of Pittsburgh, PA. Local Pick-ups are always welcome and FREE! Continental United States: Shipping is calculated by weight. Small packages will be sent through the United States Postal Service, FedEX or UPS and delivery is \*estimated\* between 5-7 business days. Tracking IS included and can be monitored daily until arrival. Tracking is emailed to you upon shipment of your order. Larger items are shipped via UPS or freight depending on size or weight. Delivery is determined by carrier availability. The carriers are only contracted to deliver your larger item "curbside". Due to the nature of our furniture (i.e. solid wood), our products can be very heavy. Please make arrangements for help to assist you in getting the furniture inside your home. Please let us know at the time of ordering if you require “White Glove Service”, (bringing the package inside, unpacking it, and setting it up,) so that we can include it in your shipping quote. The carrier will call you, the customer, to set up a delivery time window. In the event of an unsuccessful delivery, the carrier will attempt to reschedule delivery. If rescheduled delivery of package(s) proves unsuccessful, you may be responsible for any return, storage or re-delivery fees associated with the shipment. Please inspect your items upon delivery. If there is damage, do not accept delivery and note the damage with the driver so they may file an insurance claim. Once they reimburse you for damages, please contact us so that we can rectify the situation with a new product! Penn Rustics is built on you being a happy customer, therefore, your satisfaction is our primary objective . Please contact us right away if you experience any issues receiving your order.

Question 2

Installation Policy

Accepted Answer

None

Question 3

Maker Policy

Accepted Answer

Return policy We want you to be completely satisfied with your order and we constantly strive to make you happy. If by any chance you are unhappy with your order please contact us and we will do our best to resolve the issue. \*Custom orders cannot be returned/refunded. ​Cancelled Orders If you wish to cancel your order, please contact us as soon as possible and we will respond to your request within 48 hours. All canceled orders will be subject to a 20% restocking fee. Once the restocking fee is deducted we will refund the remaining balance of the purchase price. Returned Orders If your order is eligible to be returned, for a refund (minus shipping), the item must be received back at Penn Rustics in the same condition in which you received it. Return shipping costs will be your responsibility and you will be charged a 20% restocking/reprocessing fee for any returned/credited item. Since we strive to keep our customers happy, please contact us before returning an item. Broken, Incorrect, or Defective Produce If you receive your order and find that some of the items are broken, not what you ordered, or are simply defective (i.e. failed joint, broken leg, etc), please contact us in writing within 48 hours of delivery. Shipping Costs Unfortunately, due to the high-expense of shipping our products to you, shipping costs are non-refundable after the item has shipped. No matter what, we want to make sure you are satisfied with your shopping experience at Penn Rustics and we will do our very best to make it happen. \*\*Nature of Using Wood Products\*\* Please keep in mind that due to the nature of handmade items, we CANNOT guarantee perfection on every item you order, but that is what makes them so special and unique. Please respect that each piece is a hand-made and artisanal crafted original - not un-original, mass produced, machine made product. Each item is unique and no two will be exactly alike. Due to variations in fabric, textiles, wood boards used, the finished product you may receive won't be the exact reproduction of what you see pictured. Stain will absorb into wood differently and the natural knots and marks will only add to the beauty and uniqueness of each item. Wood grains, knots and marks are part of the charm of each handcrafted piece. Further, by their nature, wood planks may be somewhat uneven, and may cup, bow or crack slightly over time, which further enhances their rustic one-of-a-kind character. Given its handmade and hand-finished nature, variations in the wood and materials are to be expected and celebrated. Variations in size, color and texture are common occurrences in aged wood and should not be considered a defect. Such features as old saw marks, nail or worm holes, uneven boards, sunspots etc. are what make these tables unique and special. While every precaution will be taken in our finishing process to prevent movement in the wood, fine splits may occur as the wood adjusts to conditions within your home. Our pieces are constructed of solid wood it is not uncommon to see shrinkage and expansion or even see small cracks and splits as the seasons change. The similarities between antiques and our furniture should be expected and appreciated. Our furniture is made out of a material that was once alive, and it will always have some seasonal movement. Normal problems such as these should not be repaired as they reflect the nature of such an authentically made reproduction. Each piece will grow to have its own personality and will become a unique heirloom your family can appreciate for generations. Thanks for your interest and contact us if you have any questions! We look forward to handcrafting something just for you!

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