UPS/FedEx Shipping - We ship products via UPS/FedEx when the ordered products are within their size and weight limits. If the ordered products are outside of UPS size and weight limits then we will ship your order via freight truck. Once shipped, delivery is normally 3-10 workdays. Someone must be present to sign for and receive packages.
Freight Truck/LTL Shipping - Curbside Tailgate Deliveries.
This means that the driver will get as close as he safely can to your home and you will unload the furniture there. They will not back a semi-truck into your driveway. The driver will bring your order to the back of the truck; you are then responsible to unload and haul your items indoors. Log furniture is heavy. Orders over 300 lbs. include a Free Lift-Gate. When your furniture arrives it will be most helpful (to your back) if more than one person is present to help you carry the products into your home/cabin. The driver most likely will not carry the product into your house, they are not required to under the terms of the shipping agreement.
If your delivery address is on a road unsuitable for a semi-truck, the delivery company may request that you meet the truck at a different location. If the delivery address specified cannot be reached by a semi-truck or requires additional fees and/or services, you must either provide an alternate delivery address and pay the reconsignment fee or arrange to meet the truck and receive the order. (Certain locations do not permit 18 wheelers, if a dock truck delivery is required, an additional delivery fee will apply.)
Do not refuse delivery; that will void our free shipping agreement and all shipping fees will apply. All shipping charges which we paid on items refused will be deducted from any refund due with no exceptions. We only authorize and agree to pay for delivery to you. Once shipped, delivery is normally 3-10 workdays.
Please Provide the Correct Shipping Address and Phone Number. It is the customer's responsibility to provide us with the correct address for shipping. If an order is shipped to the wrong address provided by the customer, it will be the customer's responsibility to pay any fees related to the "reconsignment" of the order to the correct address.
Shipping Insurance is optional and must be paid for before the shipping date. If you would like shipping insurance please contact us before ordering for a quote. If something was damaged in transit you must contact us within 24 hours of delivery. It is a MUST that buyer saves the ALL packaging materials including the original shipping label in order to start the damaged claim process. Pictures taken of the damaged item are required as well.
Local Pick-Up Customers:
Delivery, Damages & Defects:
Products can sometimes get lost or become damaged in transit. While we hope your experience with Michigan Rustics is never “marred” by unpleasant circumstances, we have policies in place which help guarantee your satisfaction at every turn.
Read on to learn more about our policies regarding Delivery and Damages as they relate to:
Motor Freight/LTL Shipments
…see our handy “Freight Shipment Checklist”, as well
You DO NOT need to refuse UPS or FedEx deliveries which are damaged in transit. Simply report the damage to our Customer Service team within (24) hours of receipt by e-mail or by calling 855-5RUSTIC (578-7842) . We will file a claim, on your behalf, within (7) days and resolve the issue as quickly as possible.
It is extremely important that you notify us of any damage right away to ensure that related exchanges or replacements are not delayed or denied. You should also e-mail us pictures of the damaged goods so that we can use them to process your claim.
Inspect your entire shipment upon delivery and BEFORE SIGNING THE BILL OF LADINGS OR RECEIPT! Once your signature is in place, you accept legal ownership over those packages. It is the customer's responsibility to ensure that any damage is noted on the freight company's Bill of Ladings BEFORE SIGNING so that a claim can be filed.
Contact Michigan Rustics immediately and no later than 24 hours after receiving shipment and we will assist you in getting a replacement or repairs provided that the damage was noted on the freight company's Bill of Ladings at the time of delivery. Please retain a copy of the Bill of Ladings for your records and to help with any claims processing.
If you discover shipping-related damage AFTER you’ve signed on the dotted line, our hands will be tied. Without proper notation, we CANNOT file a claim with the freight carrier on your behalf. You will have to file a claim yourself – within (24) hours of the shipment’s arrival – and that’s no fun!
Freight Shipment Checklist:
Use our handy “Freight Shipment Checklist” when receiving Freight shipments:
√ Inspect ALL packages for damage.
√ Note ANY discrepancies on the bill of lading or receipt.
√ Once you have made necessary notations, sign for your items.
√ Contact us IMMEDIATELY to report the damage. E-mail firstname.lastname@example.org or call 855-5RUSTIC.
√ Send us related images along with a copy of the BOL/Receipt by e-mail (to support your claim and help us to process it as quickly as possible).
Return, Refund and Cancellation Policy:
Due to the fact that all of our furniture is custom made to order, all sales are final.
We have a No Cancellation Policy. A minimum fee of 10% will be assessed to any order refunded.
Cracking and Checking:
This is a natural process with log furniture and is to be expected – it should be looked at as added character, not as a flaw.