General Questions
HOW DO YOU MAKE YOUR SIGNS?
All our carved signs are made using real pine wood (not manufactured MDF or plywood). These feature a painted or stained piece of wood with the lettering carved into it using a CNC machine. The lettering remains the light wood color and is not painted. Our laser-cut signs use a mix of pine wood and birch plywood. Materials used in any given sign will be noted in the product description.
NOTE: Because our signs are made from real wood, there will be knots and other imperfections that aren’t considered defects. We believe this adds to their beauty and uniqueness, making each item a true work of art. Be assured that we hand-select each board and do everything in our power to ensure its structural integrity.
DO YOU MAKE CUSTOM ITEMS?
Yes! We gladly accept custom orders… please contact us and let us know what you have in mind and we will try to make it happen! The price for custom orders will depend upon the size of the sign and the type and amount of lettering/design requested.
WILL YOU INCLUDE A GIFT NOTE FOR ME?
YES! If you’re sending a gift to someone, please be sure to edit the shipping address accordingly. We are also happy to include a handwritten gift note for you; just include the message in the "add a gift note" field during checkout! We do not include packing lists or receipts with shipments, so the recipient will need some way of knowing who the gift is from.
Shipping & Delivery
WHEN WILL I RECEIVE MY ORDER?
Because each item is made to order, our turnaround time is a bit longer than other retailers. We strive to ship orders approximately two weeks after cleared payment and approval of your digital proof, if applicable. This lead time may increase during busier seasons so it’s always a good idea to ask us if you need your item by a certain date.
WHAT SHIPPING SERVICE DO YOU USE?
We use both UPS Ground (standard) and UPS 3-DAY AIR (expedited), depending on the speed you choose. Once shipped, your order should arrive within 2-6 business days, and we will send you tracking information.
We do not ship internationally at this time. You are welcome to contact us for details!
WHAT IF MY ORDER IS DAMAGED DURING SHIPPING?
We do our best to package the items as well as possible, but shipments in transit aren’t always handled with the utmost care. If you receive your item with damages, please send us a photo of your damaged product (and packaging) and we will either re-make and send you the item, or refund you the cost of the item. We want to make it easy for you, but also must document the damage for our records. All damage/refund requests must be submitted within 14 days of receipt.
WHAT IF MY ORDER IS LOST OR STOLEN?
We ask that all buyers provide addresses for shipping that are able to be checked frequently. Every so often an item is lost in route or stolen (particularly around the holidays). It is neither Rustic Pine Designs’ nor the customer’s fault. Please contact us immediately so we can initiate a search and remake the item if needed. We ask that you pay for the shipping & we will remake the item at no charge and ship it to you again.
Cancellation & Returns
WHAT IS YOUR CANCELLATION POLICY?
If you need to cancel your order, please contact us within 24 hours of your order being placed. If we have already begun work on a customized item for you, we will not be able to issue a full refund but may be able to work together to find a solution.
WHAT IS YOUR RETURN POLICY?
Non-personalized items in new condition can be returned within 30 days for a full refund minus our cost of shipping the order to you. The customer is responsible for adequately packaging the product and shipping it back to our shop; refund will be issued upon receipt of the product in new condition. Personalized items are not eligible for refund.