POLICIES & FAQ
BUY WITH CONFIDENCE!
Our family has been running Perryhill Rustics since 2014. We started out on Etsy & Amazon. With our changing business and changing practices on those sites, we have decided to expand to our own website in order to offer better pricing and a larger variety of items. We have filled over 30,000 orders between those two sites and average a 5*star rating! When you purchase from us, you not only will receive a beautiful, handmade item that was made with a lot of time and attention, but you will be supporting a small business as well. Thank you!
ESTIMATED SHIPPING DATES:
Upon purchase you will receive an email confirmation with an estimated shipping date of your order (it can vary by 1-3 business days on either side of this date as it is an estimate). If you need it sooner please contact us. We may be able to rush your order but spots are first come first serve and an additional rush cost may be required.
As everything in our shop is made to order we cannot accept returns/exchanges. However, we do want you to be a happy customer! So if there are any issues with your order please contact us so we can work with you to try to come to a solution.
We are happy to accept cancellations at no charge as long as the order has not been started (most orders are started within 24-48 hours of being placed). After that, if a cancellation is made,depending on how far along your item is, it is subject to a cancellation charge depending on the time already spent and cost of materials from 25-50%+ of the item cost. If your order has been completed and/or shipped, we cannot cancel. Thank you for your understanding.
RUSH ORDERS- Please note we CANNOT cancel rush orders once they are placed. We reserve a special time to complete your order, therefore we do not offer cancellations on rush orders.
CHANGES TO YOUR ORDER
Need to change spelling, dates, etc? We can generally make changes to your order within 48 hours of the order being placed (if your order has already been completed or shipped we cannot change the order). Contact us with your order number and what you need to change.
DO YOU SHIP INTERNATIONALLY?
Sorry, at this time, we are not shipping internationally.
MISTAKES MADE ON YOUR ORDER?
While mistakes do happen (we are only human!), they are very rare. In the event a mistake is made on your order, please contact us with your; order information, name and shipping address and a photo of what was received... WITHIN 48 hours of your order being received and we will get it fixed for you ASAP!
MISSING OR DAMAGED PACKAGES AND ITEMS:
Damaged or missing items need to be reported within 48 hours of your order being marked as "delivered" by the carrier.
In the event an item is received damaged in transit, please take photos of the item and packaging and send them to us along with your order information and name and shipping address. Please do not throw anything away! It may still be needed for a claim or replacement.
If your order is past it's expected delivery date, please check the tracking first. Occasionally items can be delayed for a variety of reasons. If your order was marked as "delivered" but is nowhere to be found we do recommend contacting your neighbors for mis-delivery or your local USPS as they will have more information about where the package would have been left. Unfortunately, once a package is marked as "delivered" by USPS/FedEx/Etc. there is not much we can do as we do require that customers have a safe and secure location for package delivery.
UNAUTHORIZED RETURNS/RETURN TO SENDER:
Returns sent back to us that are not authorized will be returned to sender. If an item is sent back to us "return to sender" it is subject to a MINIMUM restocking fee of 50%. If it's personalized in any way or is a custom color combination that is not common, we cannot issue a refund.
If an item is returned to us due to incorrect or incomplete shipping information being provided to us (ex; unable to forward, incorrect address, incomplete address, etc). We CANNOT issue a refund. Customers will be responsible to pay for shipping to reship your order as we print the shipping labels with the information provided to us. We do recommend customers please double check address information! Thank you!
VARIATIONS IN PRODUCTS
Please understand that ALL of our items are made to order and are hand made or hand modified. There WILL be variations between photos, samples and products received. Colors in stains and paints may vary slightly depending on monitor settings and wood characteristics (some pieces stain darker than others). Natural wood characteristics (ex; knots, long wood grain streaks, etc) DO exist and vary from piece to piece. They add to the beauty and individuality of an item. There may also be variations in painted lettering (as no stencils or vinyl stickers are used) in ways such as; line thickness, letter height and spacing, flourishes, curl length, etc.
ADDITIONAL SHIPPING REQUIRED:
We do reserve the right to request additional shipping charges be made if shipping large items (ex; cake stands, seating signs, etc) outside of the continental US (ex; Hawaii or Alaska).