A: Our online prices are the lowest allowable by our valued manufacturers, so in many cases, we are unable to offer further discounts (see our Carolina Rustica Price Match Guarantee. However, we do have ongoing coupons available for select manufacturers that do not have pricing restrictions, or for our own Iron Artistica line. These can be found on many of the most popular coupon sites on the internet. Also, if you sign up for our newsletter, we have specials available to newsletter subscribers only (click here to subscribe). Lastly, look in our Clearance Section for the absolute best deals possible on discontinued items or cancelled orders!
Q: Why do I have to call or email for prices? A: Carolina Rustica is committed to our suppliers and we respect their marketing policies. The internet has changed the dynamics of furniture shopping, and many high-end manufacturers do not want prices shown to minimize the disruption to their valued dealer networks. As a stocking dealer as well as an online retailer, we appreciate the value these policies have in keeping a "level playing field" among all dealers. Please note that we can respond to email requests for pricing if you leave us your telephone contact information. We are unable to respond to quote requests in writing, due to these same manufacturer restrictions.
Q: What if I find the same product for less at a store or another website? A: We have recently implemented the Carolina Rustica Price Match Guarantee. Here at Carolina Rustica, we pride ourselves on offering a wide variety of high-end home furnishings and lighting at great prices and supported by outstanding customer service. However, recognize that we must always be competitive in order to win, and keep, your business. Therefore, we have implemented a Price Match Guarantee for all of our products sold online. If you find a lower price online before or after you place your order, we will match this amount contingent on the following criteria:
Carolina Rustica will match any price from any competing website for a period of up to five business days from the original date of your order.
Carolina Rustica is both a brick and mortar and online dealer. We respect our brick and mortar competitors and do not offer price matching to local retail stores and showrooms. Price matching will be honored relative to online distributors ONLY.
All fees and charges will be accounted for in calculating your total cost with a competitor. This would include shipping costs, restocking fee and return restrictions.
Most importantly, Carolina Rustica is a strict adherent to the policies and minimum prices recommended by our manufacturers and suppliers. Our suppliers are our partners and we do not “cheat” on minimum pricing.
Purchases made at our retail locations are not eligible for Price Matching.
Please copy and paste the website address (URL) from your browser into an email and send to email@example.com before or after your purchase and we will review this information and respond immediately. If you have a quote from another online dealer, you can simply forward that to us as well or fax to 704-786-1662.
Q: Do you ship to Canada?
The average delivery times that are posted on our website are only for orders that are shipping within the contiguous United States. Most orders shipping to Canada will increase transit time due to customs inspection and further distance from the supplier distribution centers*. Please note that we do not currently offer expedited shipping to Canadian addresses. Number of business days that are automatically added to Canadian shipments:
Small Parcel: 5 - 7 Business Days Truck-Freight & White Glove: 5 - 7 Business Days
*Some of our suppliers have warehouses located in Canada. Whenever possible, we will ship from our Canadian warehouses to cut-down on transit time to you!
Taxes & Duties
We are a registered non-resident importer in Canada. This allows us to simplify the purchasing process for our Canadian customers, reduce delays at the border, and prevent unexpected charges at the time of delivery. GST, duty and brokerage fees are paid at the time of purchase for all orders shipping to Canada. All paperwork will be handled by us, and the GST will be remitted for you to the Canadian government. Additionally, we will collect and remit PST for the provinces of Nova Scotia, New Brunswick, and Newfoundland to further simplify your shopping experience. Please note, if you live outside of Nova Scotia, New Brunswick, and Newfoundland you are responsible for remitting any additional taxes that your provinces may collect.* * The "International Fee" that we show in the shopping cart and throughout checkout covers international shipping costs, duties, and brokerage fees.
Unless otherwise noted, we accept returns on all orders that ship to Canada. All orders fall under our Standard Return Policy. Please note: duties and GST will be refunded, however, all actual shipping costs and brokerage fees are non-refundable.
Certain product warranties may only be valid in the United States
All products on our sites are subject to safety and testing standards as required by the United States and may not be certified for use outside the United States
All prices shown in US Dollars
Shipping Damages Once in a great while, products may get damaged at the factory or in transit. If your order arrives and there is obvious, visible damage to one or more of the boxes, please refuse receipt of those boxes and notify us immediately. You will not be held responsible for any damages, but signing that a box was received damage helps us immensely in the claims process. We will have the manufacturer send a replacement and we will handle the shipping issues on our end.
Our commitment to the environment is also closely tied to our own suppliers and manufacturers...We are quick to recognize those suppliers that make a concerted effort to manage environmental manners as an integral part of their business. These companies have policies in place to ensure the environmental integrity of their manufacturing processes. They share our business culture of a deep respect for the fragility of our environment and the limited nature of the resources that we all consume. Some of these outstanding partners are John Boos, Hubbardton Forge, Wesley Allen, and Palecek.
At this time, we have no plans to open any more stores, but you never know!
Q: Why do I have to call or email for prices? A: Carolina Rustica is committed to our suppliers and we respect their marketing policies. The internet has changed the dynamics of furniture shopping, and many high-end manufacturers do not want prices shown to minimize the disruption to their valued dealer networks. As a stocking dealer as well as an online retailer, we appreciate the value these policies have in keeping a "level playing field" among all dealers.
Q: What are Lead Times all about? A: Lead times are the estimated time it takes from when you place your order to the time it gets delivered to the customer. These are our best estimations based on what the manufacturer tells us it will be, plus the time it takes for us to process the order and the manufacturer to process the order and ship it. Delivery times can also vary depending on the shipper, time of year and weather conditions to and from the shipping areas. We strive to place accurate lead times on our site in each of the product details. Again, these our the best estimations based on the information we have on hand.
Q: I am uncertain about making such a large purchase over the internet without having first seen your product. Where can I see your products? Do you have any stores in my area? A: For those of you within driving distance of the greater Charlotte, North Carolina area, we invite you to visit our newly expanded showroom located in the just-renovated Gibson Mill in Concord, NC (click for directions). We are particularly excited about this showroom as it allows us to showcase some of our most popular, in-demand product lines, like Bob Timberlake and Trump Home from Lexington, Palecek, Fine Art Lamps, Wesley Allen and more. Click here for pictures of our new retail store
Carolina Rustica represents dozens of brand-name manufacturers. We are authorized dealers for every line that we sell. Other competing stores near you may carry the same lines, but we do not have specific information as to who they are and what they have in stock. That being said, we will do everything we can to familiarize yourself with our products and to make sure you have complete information before you order from us.
Q: What other assurances do you have that the furniture will meet my expectations? A: Every day, we ship furniture, beds, and lighting all over the country. Most of our customers buy from us "sight unseen" because of our detailed product knowledge, product descriptions, and unconditional customer satisfaction pledge. We stand behind our wrought iron furniture 100%, and want to make sure you have a good experience doing business with us.
Q: Why buy from Carolina Rustica? A: Over the twelve years we have been in continuous operation, we have developed an outstanding portfolio of leading brands in the field of furniture and lighting. We feel truly proud and honored to represent companies such as Lexington Home Brands, Charleston Forge, Wesley Allen, Hubbardton Forge, Currey & Co., Casablanca and many, many more. It is our belief that you will find no finer furnishings, home accents, or lighting products anywhere for such competative pricing. We strive to make your purchase as easy as possible, from our great customer service staff to our product guarantees. We want to provide you with as much information as possible before your purchase. It is our belief that an educated customer is a happy customer, and to that end we try to provide as much product informatin as possible on our site. Please take a look at some of our Customer Testimonials as well as our Customer Service Policies to see how this ethos is put into action.
Q: When will my credit card be charged? A: When you order through our shopping cart or over the phone, in most cases you will be charged in full. We keep many of our products in stock and are able to ship out most within 10 days. However, some items with custom-ordered finishes or upgrades may take longer. We will always state the projected lead time on the product to prepare you for the anticipated wait. In some cases of long lead times or very large orders, you may request that your order be charged a 50% deposit instead of 100% in advance. Products from Century Furniture, Habersham, Hickory White, Lexington Home Brands, Hooker Furniture, Charleston Forge, Palecek, AICO, Bradington Young and others are all eligible for a 50% deposit.
Q: What is your return policy? A: We have a hassle-free, no restocking fee policy. If you are not satisfied with your purchase, we will exchange the product or refund the cost of your purchase. However, you will be responsible for paying back the outbound shipping to you and the cost of returning the product to us. In other words, Free Shipping only applies if you keep your order. We may apply a restocking charge equivalent to 10% of the purchase price for returns of custom-ordered items. Clearance items are not eligible for returns. .
You need to obtain a Return Merchandise Authorization from Carolina Rustica before returning a product. You have up until 30 days from receipt of your order to request an RMA, although exceptions may be made on a case-by-case basis. In these instances, a store credit may be issued in lieu of a refund. You may obtain an RMA by contacting Customer Service by email or by telephone at 800-205-7819. Products that you wish to exchange or return must be in original factory-new condition, and must include all packaging materials, and accessories. The RMA number must be written on the outside of the box otherwise we may refuse it. Please ship your order back to us via UPS if possible.
We are sorry, but this does not apply to custom items, which require a 100% prepayment.
Q: What about site security? How will you protect my information? A: The security and integrity of our site, our processes, and our people is one of our top priorities. Due to greater concern of identity theft and unauthorized use of credit card information, we have dedicated an entire page to these issue which you can find by clicking on this link. We have also passed an extensive security audit mandated by our card processing banks. This audit examined both our physical (office) security and our systems security.
We DO NOT sell, lease, or make available to third parties your personal information. This information is kept internally, although we may use it to send occasional newsletters or special offers. You can very easily opt out of these infrequent emails if you wish. Please see our Privacy Statement for more information. When you transmit your information to us via the internet, it is via an encrypted server on the last page where your card information is actually input. If you cannot see the small yellow lock on that page, you should activate your status bar under "View" in your Explorer options. We use a 128-bit encrypted server with an SSL certificate (your guarantee of safe shopping) issued by Verisign, the leader in SSL Certification
We also physically protect your information from being misused. We are a small company of ten employees, all carefully screened before employment. Customer information is kept in locked files with limited accessibility, and our office is fully alarmed. Customer card information is destroyed in a shredder when we have processed your transaction. We are probably more secure than many other business who collect such information.
Q: There is a supplier (or product) I am interested in but I don't see it on your site. Can you still get it for me? A: Some of our best suppliers were recommended to us by our customers! So yes, most likely we can get the product you are looking for. With our national distribution and growing business, we are increasingly able to negotiate with non-regular suppliers to get the product you want. At a minimum, we will try to help you find it elsewhere if we cannot get it for you. If you are looking for a product from an existing supplier on our site, and cannot find it, please inquire by calling 800-205-7819. It may be discontinued or it may be a new product we have not put on our site yet.
Q: Do you sell components or replacement parts? A: It is our policy to sell components or replacement parts to existing customers. Replacement parts sales are extremely time-consuming and we do this a service for our existing customers. We do not replace P & P seats if bought through another dealer, nor do we replace lighting or kitchen components when the item is purchase through another dealer other than Carolina Rustica.
Q: What if something goes wrong with shipping? A: It is an unfortunate fact that, once in a great while, products may get damaged at the factory or in transit. If your order arrives and there is obvious, visible damage to one or more of the boxes, please refuse receipt of those boxes and notify us immediately. You will not be held responsible for any damages, but signing that a box was received damage helps us immensely in the claims process. If your order consists of several boxes, it is okay to accept the undamaged boxes and refuse the damaged ones . We will have the manufacturer send a replacement and we will handle the shipping issues on our end. Typically, these replacement orders take much less time than the original order. Please see our shipping section for more detailed information on shipping.
Q: Why does it take so long to get my furniture? A: While we do keep a good inventory of items in our retail store, it is impossible to predict who will order what. This means that in many cases, your order will have to be hand-forged by the blacksmith just for you! We quote lead times of 4 to 6 weeks because there are many steps involved in getting the product to you before and after its made. However, your order may actually be shipped earlier than our quoted lead times. We will always let you know when it ships.
Q: I see that you accept all major credit cards, but what if I want to pay by check? A: No problem! After you place your order, just mail us a check for the full amount of your balance within 3 days of placing your order. Your check will clear before the furniture is shipped out. Personal checks are okay.
Q. What if I realize that I want inside delivery of my order? A: It is extremely important that customers understand we charge very very low freight because 1. we absorb much of the freight costs ourselves, and 2. we have contract with our carriers for "curbside delivery" only. If you want enhanced service such as inside delivery, you have two options. If your order has not shipped, you can contact us beforehand and we will give you a quote on the enhanced service. Typically, for inside deliveries, a $50 surcharge applies. If your order has already shipped, you will have to work with the trucking company directly, as you will be paying the driver when he arrives. We will always give you all the necessary contact information for the trucking company beforehand.
Q: Do you sell to the trade (designers, architects, etc)? A: Absolutely, but you need to provide us with proper documentation. Please call us at 800-205-7819 for more information.
Q: What if I want actual samples of the iron or wood finish? A: We get hundreds of requests for finish samples for customers who would like to "touch and feel" before they make their purchase. Unfortunately, it is not possible for us to mail out actual physical samples to all those who desire them. In many cases, our suppliers simply do not make samples, as the digital photography they use is very accurate. We want to make sure our customers make the right choices, and will do everything we can to provide you with descriptions to help make that process easier. In limited situations, we can mail out samples, but the varies with suppliers and availability. You must have already placed an order to receive a sample.
Q. My order was declined. Why? A: There are two possibilities. The first is that there is a mismatch between your actual billing address and what you have input into the order form. This is known as an AVS mismatch. An AVS mismatch can also occur if the CVV code (the three or four digit number on your card that is not part of the actual credit card number) is not input accurately.
It is important to understand that in the event of an AVS mismatch, your credit card may still be authorized for the purchase amount. An authorization is NOT a purchase. No funds have been charged to your card, but rather, the those funds has been temporarily made unavailable. This funding hold will be removed after five (5) to seven (7) days. This is the issuing bank (your credit card issuer) policy to first authorize then funding hold and then verify address information with our payment processor, Authorize.net. If your purchase transaction has not been successful due to an AVS mismatch, we can release this funding hold by calling your issuing bank, but you will need to provide us with complete contact information.
The second reason for a declined order is unavailable funds. Your purchase may exceed your card-issuing banks credit limit. In the case of debit cards, you may have a daily spending limitation imposed by your issuing bank.
Q: I live close to your Concord, NC store but don't have a truck to take my purchase home with me. Do you provide local delivery? A: YES, we do have the ability to deliver items to our local North Carolina customers.
Here are our local shipping charges & policies:
• If the delivery location is in a 1 hour (50 mile) radius, and they order from us EITHER in the store or over the phone, their shipping charge is $75.00
• If the delivery location is in a 2 hour (100 mile) radius, the same rule applies but shipping is $95.00. We will ship to Raleigh/Durham for $115.00.
• Items that qualify for FREE SHIPPING also ship free on a local basis
• All delivery options include inside delivery. We will not set-up.