It takes on average four weeks to deliver Rustica House products from Mexico internationally, sometimes even longer depending on the product type and customs clearance requirements.
We ship from Mexico once a week as consolidated cargo and clear US customs as such. It takes on average a week from the shipping notification message for the tracking to begin showing shipment movement. Made to order products require even more time for the tracking to become active. The tracking is for delivery from the US/Mexico border to your door and we pay for that part of delivery prior to shipping from Mexico. Within Mexico our products are transported as a consolidated cargo under a single BOL document so the tracking for that part of the delivery is not available for individual orders.
1. You may return most new, unopened Rustica House items within 30 days of delivery for a full refund. Please see store policies for the return procedure.
2. If you are returning your item for any other reason but damage that occurred during transportation, the shipping cost of delivering the product to you will be deducted from the refund. Delivery cost of damaged goods will not be deducted from the refund under the condition the damage was reported to the carrier at the time of delivery. Any damage must be documented on the delivery receipt handed over to you with the product by a delivering driver.
3. You will receive your refund within five days from the day tracking information on the carrier site confirmed delivery date.
4. Made to order and modified Rustica House products cannot be returned for refund unless they were delivered damaged. See paragraph 2 for requirements to qualify for refund including free shipping.
Any freight delivery MUST be inspected by the buyer for damages in delivering track driver presence prior to signing a receipt stating the cargo was delivered in good condition. It is possible that the packaging may not show any damages but the cargo inside has been damaged. Possible causes are careless handling, hitting with a forklift teeth or hard dropping. If the cargo has been damaged include description of damages on the delivery receipt. If possible take photos of the cargo and packaging.
If it is reparable accept the delivery and obtain a written estimate from your local contractor for fixing it. We will refund the repair cost and claim the amount with the carrier.
If the item has been damaged beyond repair, include damage description in the receipt and deny the delivery. Sent us a copy of the receipt accompanied with images showing the damage and your opinion about probable causes. Once the damage claim has been filed with the carrier we will ship the replacement free of charge as well as schedule the damaged cargo pick up.
NOTE: There is specific law in the US concerning freight and damages obligating the consignee as well as the shipper to cooperate with the carrier in minimizing their loses so if the item is reparable it has to be repaired.
If you fail to inspect the cargo, sign the delivery receipt stating that you received it in good condition and afterwords report damage you will not be eligible for any damage repair, refund nor free of charge replacement. Since you certified with your signature that the cargo has been delivered in good condition, the damage occurred after the delivery and the carrier nor the seller are liable.