Shipping policy

Shipping Policy

All Rustic Luxe Designs products are custom built to order and ship via ground or freight carrier depending on size and weight. Because of the nature of freight delivery, inspection at the time of delivery is required. Please review the information below carefully to ensure a smooth delivery experience.

Delivery Day Inspection (Required)

Inspection must be completed before signing the delivery receipt. Please do not sign until inspection is finished.

Step 1: Arrival

• The delivery driver is required to allow time for inspection.
• Please do not feel rushed to sign.
• We recommend having at least one additional person available to assist with opening the crate and inspecting the product(s).

Step 2: Inspection

• Open the crate immediately upon delivery.
• Inspect all surfaces, edges, glass, and framing for scratches, dents, cracks, or structural damage.
• Verify quantity, size, and design against your order confirmation before signing.
• If hardware was purchased separately and is missing, you may still accept the doors. Missing hardware must be reported within 24 hours of delivery.

Step 3: If Damage Is Found

If any damage is visible or suspected:

• Refuse the delivery and have the driver return the shipment to the freight terminal. If damage is a minor chip or something you feel you can repair with one of our touch up kits, you can accept, email us right away.
• Clearly write “DAMAGED” on the delivery receipt before the driver leaves.

Once a shipment is accepted and signed for without notation, responsibility for the product transfers to the customer.

Concealed Damage

If concealed damage is discovered after inspection, Rustic Luxe Designs must be notified in writing within 12 hours of delivery. Claims reported outside this timeframe may not be eligible for resolution.

Accepted Shipments

If a shipment is accepted and signed for without noting damage, the customer assumes responsibility for all costs related to repairs, replacements, or return shipping.

Crating & Packaging

• All doors ship on a custom-built pallet with a protective wood crate and paid as non stackable during transit.
• The crate must be opened at delivery to confirm product condition.
• Do not discard the crate or packaging until you are fully satisfied with the product.
• Replacement crates cannot be provided if the original crate has been discarded or damaged.

Scheduling Installation

Please do not schedule installation until your order has arrived and passed inspection.

Rustic Luxe Designs is not responsible for contractor fees, installation delays, or costs associated with rescheduling installation.

Freight & Delivery Responsibility

• Delays in scheduling delivery may result in additional fees, including storage or re-delivery charges, which are the responsibility of the customer.
• Once delivered and accepted, Rustic Luxe Designs and its carriers are not responsible for handling or storage.

International Shipping (Outside the U.S. & Canada)

All duties, taxes, tariffs, and customs fees are the responsibility of the customer.

Refunds will not be issued for items detained or returned by customs.

Important Notice

By placing an order with Rustic Luxe Designs, you acknowledge and agree to these delivery, inspection, and shipping requirements.