- Lead Times
- Shipping/Returns/Damaged or incorrect item
- Policies & FAQ
UPDATED 4/15/22- Please see below for lead times for different items. Questions? Please don't hesitate to contact us (use the "contact us" page above).
Please understand, that while orders are STARTED very soon (usually within 24 hours) after the order is placed, they do take time to create, stain, dry, paint, etc. We do also generally do orders in the order received and we receive a large number of orders during most months. Once your order is placed, your spot on our schedule is held and confirmed. Once the order is started we cannot cancel and refund in full. Please contact us with any lead time questions!
RUSH OPTIONS: We do offer rush options to ship sooner on a case by case basis, depending on what item you want to order. These spots are LIMITED and first come first serve! Contact us through the contact page with the item(s) you wish to order and any other information we need (ex; color, size, etc) as well as when you need it by and where it would be shipping to...PRIOR to placing an order! Please note, rush orders generally are an additional cost and do not qualify for discounts/coupon codes. Thank you!
CURRENT LEAD TIMES
*Please note our lead times are estimates and can vary by 1-3 business days on either side. They DO NOT include delivery times!
♥Acrylic Signs (smaller ex; 16x20 and smaller); 2 Weeks
♥Large Acrylic Signs & Custom Acrylic signs (larger ex; Sizes larger than 16x20); 2-3 weeks
♥Wood Signs (smaller ex; up to 6x22/8x10/10x12) AND seating signs with twine; 2 weeks
♥Wood Signs (larger ex; 16x20 and up). THIS DOES NOT INCLUDING TWINE SEATING SIGNS (see above for timing on those); 2 weeks
♥Cupcake Stands and Cake Stands:
BLANK; 1-2 weeks
SQUARE PAINTED (cake and cupcake stands); 2 weeks
ROUND cake stands 2 weeks
♥Donut Stands (varies depending on quantity, size and color ordered). Message us if needed sooner to see if we have it ready to go; 2-4 business days for most orders- it depends on sizes/color/quantity ordered. We will contact you if your order requires additional time.
♥Charcuterie Boards; 5-10 business days
♥Stained chests, boxes, trunks, keepsake chests, ring boxes, etc; 2 weeks
♥NON stained items (ex; cake toppers, buckets, tablet/cookbook stands, etc); 4-8 business days
♥Barnwood coat racks & towel racks, railroad spike hooks; 3-5 business days
♥Don't see what you're looking for? We're happy to help, simply shoot us a message with the item you're interested in.
LARGE ORDERS: If you are placing a large order ($500+) please contact us prior to placing your order with the items you are wanting, we are happy to offer a discount! Please allow an additional 4-7 business days to make your order if it's for many items!
Lead times can vary by up to 3 business days before or after estimated lead times above. We are a home based business and only have 2 people that build, design, stain, paint and ship everything! We do our best to get items out as quickly as possible without compromising the beauty or quality of your order.
We do offer RUSH options to make/ship out sooner. It depends on our schedule and the item, quantity, color and your location. There is an additional cost to "rush" the order as it does require additional time in the day outside of normal business hours to get those orders made. Message us if you are interested. To expedite your request, please include any needed information (ex; item, size (if applicable), color (if applicable) and full shipping address it will be shipped to).
NOTE: RUSH ORDERS may not qualify for current discounts offered.
♥We generally ship USPS and UPS. Delivery usually takes 2-5 days for USPS and 3-7 days for USPS* Want a specific carrier? Message us PRIOR to ordering as we'll have to set that up for you
♥We are currently not offering international shipping. Sorry! HOWEVER, if you are wanting to ship a larger item to Alaska or Hawaii we can set that up for you with custom shipping costs.
*Some items may not be available to ship outside of Continental US. If an item is not available to ship outside of Contiguous US, please contact us and we can set up a listing with appropriate added shipping charges. Please understand that we are not responsible for delays in shipping due to carrier delays as we cannot deliver the package ourselves.
ITEM RECEIVED INCORRECT OR DAMAGED:
♥We do our best to safely and securely package and ship your order and do so correctly. In the rare occurrences that an incorrect order or damaged item is received please;
1. Contact us within 48 hours of delivery.
2. Take photos of the item received, the box it was shipped in (and any up close if there's damage to the box), and the packing materials it was shipped with. We will need these to file a claim with the carrier.
3. Hold on to any damaged items AND packaging for 14 days in case of needed pick up to process a shipping claim. DO NOT file a claim. We will take care of that* (applying for a claim on your end with the carrier will result in us not being able to proceed with a replacement from our shop*)
4. We will do our best to replace your item ASAP.
♥Please understand that we do expect our customers to maintain a secure and safe location for packages to be delivered to. We are not responsible for lost/stolen packages once they are marked as "delivered" by the carrier/service. Due to high instances of mail theft and scams, we are not able to assist once the carrier marks the package as delivered.
♥If your order has been marked as "delivered" but can't be found please contact your carrier/delivery service for more information on where the package was delivered to around your home/business and when. They will be able to help you in a more direct manner as they can track this information directly with GPS package tracking. We do also recommend checking with neighbors, around the home and with others in the house.
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 DO NOT accept returns/exchanges. However, we do want you to be a happy customer. If there are any issues with your order please contact us within 48 hours of receipt so we can work with you to try to come to a solution. Photos of your item and any mistakes, etc will be requested. Please never throw anything away, including shipping boxes until the issue is resolved!
-We are happy to work towards a resolution for issues such as; damaged items (please keep item AND send photos of damage) or things that are mis-spelled or made incorrectly by the instructions/description provided.
-As a small family business, we work hard and do our best to ship out beautiful, personalized items. Much of the time handmade/hand painted for you. So please understand there is not much we can do about issues related to wood grain variation, wood characteristics on items (ex; knots, natural wood slits, etc), variations in shading on items, color variations, etc. Each piece is unique and different. None will match photos identically. Due to the handmade nature ALL dimensions are approximate and may vary slightly from advertised dimensions.
-We treat our clients with the utmost respect. We expect the same treatment in return. We never send items out carelessly or "thrown together". Please understand that any threats, accusations, swearing, bullying, or unbecoming behavior will be met with emails/messages that will not be answered. "Always be kinder than necessary"-James M. Barrie
-Please understand we cannot refund rush orders that arrive later than expected. Rush orders are paid to ship by a certain date. We cannot control the carrier, only when the item is given to them.
We can only honor cancellations requested within 24 hours after the order has been placed as many orders are started the next day (they do take time to build, stain, dry, etc) to refund in full.
After that, if a cancellation is made the order will be subject to a 20%+ cancelation fee for any time/materials already spent/used on your order, depending on how far along your order is. We CANNOT cancel orders that have already been completed OR personalized orders in which your personalized information has already been added to the item.
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.
If an item is returned to us unauthorized (ex; refused, returned to sender, etc) or is returned due to an error in address (we ship to the address you provide- please double check for accuracy!) it is subject to a 50% MINIMUM restocking fee if not personalized. Buyer is responsible for paying to reship item returned due to incorrect or incomplete address.
Unauthorized returns of personalized items, depending on the nature of the item, are not entitled to ANY refund if the item cannot be reused due to personalization. Buyer can pay to reship items returned due to incomplete or incorrect address or forfeit item purchased.
Please note, in the VERY RARE instance where a correct address is provided (which the delivery company can confirm it's correct or not) and an item is returned to us, we will work it out with the buyer on how to move forward. In over 30,000 orders we've only had this happen once and USPS confirmed it was correct and paid to re-ship the item.
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.
Need to change the shipping address? As long as we're contacted with sufficient time PRIOR to shipping your order, we can usually change shipping addresses without any issue.
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.
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).