Frequently Asked Questions

Q: What is origin of the products and where they are shipped from?
A: All our products are made in Mexico and shipped from Mexico.

Q: How can I view the status of my order?
A: Go to the Customer Service, Account Information page. This page lists all your orders. Click the date of the order whose status you wish to view.

Q: What are your shipping costs?
A: You can view an estimate of shipping costs by viewing your cart.However, final shipping costs will be displayed on the Invoice you see before confirming your order.

Q: How long dose it take to make a custom product (cooper range hoods, table-tops, hand painted sinks, talavera tile murals, iron table bases, etc.)?
A: It takes on average ten business days to make a custom product.

Q: What method Rustica House uses to deliver outside of Mexico?
A1: We ship once a week consolidated cargo from central Mexico to the US/Mexico border, clear US customs and hand over deconsolidated cargo to US based carriers for further delivery.

Q: What is the handling time?

A: We need ten business days to collect the product from the manufacturer, professionally pack it, prepare the paperwork and shipping label and then deliver from our own to the carrier's warehouse in central Mexico.

Q: How long dose it take to deliver from Mexico to my address?
A1: On average it takes a week to deliver within Mexico, 4 weeks to the US, 6 weeks to the rest of the world.
A2: Estimated delivery time might change if the item is selected by the customs for individual inspection.

Q: Am I going to receive any tracking number?
A: Yes, it will be sent out automatically by the carrier at your email address you used for making the payment.

Q: When my product is going to be shipped?
A1: stock items: We ship from Mexico on average once a week and tracking numbers are generated within ten business days from clearing your payment.
A2: custom items: the tracking numbers are generated within seven days the items were delivered from the production to our warehouse (about 2 weeks from the payment date).

Q: I received the tracking but it doesn't show the item ever entered the carrier's system?
A: The tracking is for the delivery from the US side of the border to the destination only. It takes at least a week to deliver from central Mexico to the carrier's office in the US and the tracking number to become active.

Q: I received only part of the order?
A: Often packages shipped the same day for some reason are delivered apart. Please check the tracking number on the carrier site for the remaining items delivery status.

Q: Is the tracking available during the transit to the US within Mexico?
A: No, we ship consolidated cargo consisting of many cartons transported under a single BOL so there is no individual tracking available for each item within the cargo.

Q: Who is going to pay my country's custom and taxes?
A: The cost of clearing US customs is included in the delivery cost. Buyers from outside of the US are responsible for paying any applicable fees in their countries.

Q: I don't live in the US nor Mexico. How much I will have to pay in custom fees and whether there is any import tax on the purchases made in Mexico?
A: Every country has its own policy concerning importing by its citizens. Please contact your country customs for the answers.

Q: Can I return the product for refund?
A1: Yes, it has to be shipped back within 7 days from receiving it in its original packaging at the buyer expense by the carrier offering online tracking.
A2: The refund will be issued within 7 days once the product has been returned in perfect condition less the shipping and Mexican customs costs.

Q: What is the return address:
A: Rustica House
Recreo No 11 # 367
Centro 37700
San Miguel de Allende, Gto.
Mexico

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