RusticHorseShoe's Shop Policies
Welcome to The Rustic Horseshoe! Thank you for visiting us today. If you have any questions that aren't covered here, please contact us. We love custom orders...so please share your ideas of what you would like and we can work with you to create your special one of a kind item.
Personal Check (Check must clear prior to shipping the item)
Money Order (must also clear prior to shipping the item...fraudulent ones are very difficult to tell from real ones and take 10 days to clear the bank)
Cash for local orders
If paying by a check or money order the payment must be received within 2 weeks of your "initial purchase". Your order is not placed on my schedule until payment is received. Your order will be cancelled if payment is not received within 2 weeks of the 'purchase' date.
PLEASE NOTE: If you have previously visited my shop you will notice a significant increase in shipping rates. I had to raise my shipping rates due to an increase in my FedEx rates as the corporate discount I was connected with is no longer available. I had previously passed my discounted rates on to my customers for the best possible rate (especially since my larger items ship in rather large boxes!). I'm bummed about this, but shipping rates are what they are.
Any SHIPPING OVERAGES paid minus the cost of packaging supplies will be refunded. It can be difficult to list the most accurate shipping rate when the actual shipping rate depends on your location in relation to mine.
Stick Horses can ship at a 2 for 1 rate, 3 or more must ship in an even larger box and the cost is significantly higher. The rate listed in the "ship with another item" may not be accurate. I am happy to set up a reserved listing for you if requested, otherwise shipping overages will be refunded.
We ship First Class through the USPS for smaller items. This will take approximately 3 to 5 business days once the USPS has received the item, for locations within the USA. Larger items are shipped via FedEx ground and will take 2 to 5 business days to arrive or USPS Parcel Post and may take up to 8 business days to arrive for locations in the USA (The carrier chosen is determined by which one offers the best rate, if you want the fastest delivery time via FedEx ground, the rate may be higher and I can accommodate your preferred shipping upon appropriate payment). FedEx does not count Saturdays as a business day. Sundays are not business days for USPS or FedEx. Holidays are also not business days.
Express shipping is available upon request and payment.
USA shipping rates listed are for the continental USA, additional shipping may be necessary for Alaska, Hawaii and Puerto Rico. Please contact me prior to purchase for your shipping rate.
We will ship to other countries, please contact us for a quote and reserved listing if the listing doesn't already have your location listed. Shipping rates listed are for USPS First Class, which can take 10 business days or longer. You may upgrade shipping, contact me for a quote.
No shipping will be charged (or it will be refunded) on orders in Sedona and Verde Valley if you pick up your order, you can enter coupon code 4LOCALPICKUP for free shipping...for items picked up from my location or an agreed upon location only.
**PLEASE SEE "ADDITIONAL INFORMATION" BELOW FOR EXPEDITED ORDERS/RUSH ORDER FEES**
Refunds and Exchanges
Our items are packaged carefully. We are not responsible for items damaged or lost by the USPS, FEDEX etc. If you want insurance on your item, please let us know, the cost will be added to your bill. FedEx shipments already have insurance included.
******REFUNDS ON CANCELLED ORDERS*****
If you have either purchased a standard or custom listing or made a written agreement, i.e. via convo, for a purchase or custom order, you may cancel your order within 5 days of the purchase or written agreement without incurring cost on items made to order and only prior to shipment on items that are Ready to Ship (which may be mailed out less than 24 hours after purchase, once mailed, the item(s) must be returned undamaged and unused for a refund minus shipping fees). If you cancel beyond 5 days of purchase for made to order items,, you will be assessed a 15% fee based on your purchase price for reasons including that your order fills a slot on my schedule and I often turn other orders away due to a full schedule.
If your made to order item is a CUSTOM ITEM (colors, etc) that I likely won't be able to resell easily or at all due to the choice of colors, style, etc, you may not receive a refund if special fabric/materials have already been purchased and/or if the item has already been partially or completely made to your specifications. The refund percentage, if any, in these cases will be deemed on a case by case basis depending on the progress of the order, purchase of special fabric/materials, etc. If you receive your custom item and aren't satisfied with it, you and I will discuss individual solutions to your specific situation.
If for any reason you need to retun an item already received, please contact me. I will work with you to resolve any issues; however, the item must be post marked for return within 5 days of the confirmed delivery through the parcel service provider. The item must be approved for return by me/Rustic Horseshoe prior to it being shipped back. The buyer is responsible for the return shipping fees unless otherwise agreed upon. Once the item has been returned in satisfactory condition, a refund will be issued for the product total, shipping fees will not be refunded. This policy is subject to change under special circumstances. SOME CUSTOM ORDERS MAY NOT BE ELIGABLE FOR RETURN/FULL REFUND, they will be handled on a case by case basis depending on the resaleability of the custom item.
If you are not satisfied with an item, please contact us immediately and we will work with you until a reasonable resolution is met.
Additional Policies and FAQs
*****MADE TO ORDER ITEMS*****
I am unable to put your item on my schedule and/or begin working on it until it has either been paid in full or an agreed upon deposit has been made. Contacting me via convo, etc, and discussing details does not secure your item on my schedule. The listing MUST be purchased before I can schedule your item to be made. Delaying purchase may delay the time frame and may make an agreed upon delivery date unworkable.
******EXPEDITED ORDERS/RUSH ORDER FEE******
It is with great reservation that I have made the decision to implement a RUSH ORDER FEE. I realize my time frame can be rather long, which is due to order volume (and thus a full schedule) and I am so very grateful for every single order. Taking on orders that are needed prior to the current advertised processing time requires me to spend very late hours and weekend hours getting orders processed to meet deadlines.
If an order is required to ship prior to the current advertised processing time, a minimum Rush Order Fee of $15 may be implemented if it requires me to work beyond my regular schedule. The fee may be higher depending on the size and/or complexity of the order and thus the time required to complete the entire order by the given deadline. If I am able to get your order worked in comfortably within my regular schedule and still meet your deadline, I may choose to waive the Rush Order Fee.
Please contact me PRIOR TO PURCHASE with your order request and deadline for approval if I can even feasibly meet your deadline. Once approved, a Rush Order Fee amount will be given and must be paid prior to your item being placed on my schedule.
Once again, thank you to each and every customer, your business is greatly appreciated!!
Currently, due to order volume and the significant cut in pay for selling at a wholesale rate, I am not taking any wholesale orders. I keep my items priced very reasonably considering the cost of quality materials that goes in to making them and the time involved to create them one by one.
Please note: substitutions on fabric and other materials becomes necessary at times due to availabily or adjustments in the product. Any substitutions will be equal to the current listied item as far as color scheme, etc, or if largely different, approval will be gained prior to completion of the product.
My days of opperation are Monday through Friday excluding major holidays. I will respond in a timely manner to convos on these days...please keep in mind the time difference from my location to yours. I am on Arizona time.
Convos and orders made/sent on Saturday or Sunday may not be acknowledged or responded to until Monday; however, I may respond intermittently throughout the weekend. I try to give myself one full day off per week, generally a Sunday, in which case I don't check in to my shop and will respond to any convos and orders on Monday (unless it is a major holiday). Thank you for understanding!
I'm always available for questions and can work with you...so please don't hesitate to contact me. If calling me, please be mindful to any time differences and call Monday through Friday between 9am and 7pm Arizona time as my business phone is also my personal cell phone. Thank you!
I generally check my Etsy convos/messages numerous time throughout the day and evening during my business week...this is the best way to communicate with me. I also respond to orders, etc through Etsy convos/messages, not generally through direct e-mail, so please check your Etsy messages.
I generally check my e-mail about once a day during my business week as well as messages on my Facebook page.
If you haven't received your item, please:
1. Check your Etsy receipt for the scheduled to ship by date and if it has been marked shipped in which case a tracking number has generally been provided.
2. Check your Etsy messages, it is my general practice to confirm each order placed with the current advertised processing time and scheduled ship date
3. Feel free to message me (see Communication above)
I realize my processing time can be long at times, this is in direct relation to my current order volume and I work hard to properly process orders in a timely manner in direct relation to order volume. I make my processing time information available in each listing and in my shop announcement- information is available prior to purchase. I try to make sure you read and are aware of my processing time by a confirmation message after purchase.
RusticHorseshoe [!at] Live.com
PO Box 33, Cornville, AZ 86325
Last Updated December 5, 2013