FAQs

What is your return policy?

Because our furniture is "made to order", we do not accept returns unless by a very small chance, there is a flaw in the manufacturing. We reserve the right to determine whether we will fix or replace your piece. If your piece is damaged in transit, we will make a determination as to the best course of action to take.

Can I change my order?

Once you place your order, you have 24 hours to make any changes with no charge. After 24 hours, you will be charged for any changes.

Can I cancel my order?

Once you place your order, you have 24 hours to cancel with no charge. After 24 hours, you will have a 15% cancellation fee. From 8-14 days there will be a 50% cancellation fee. After 14 days, there will be no refunds.


How can I find out about the status of my order?

Email us at customerservice@saltriverrustic.com. 


How do I track my order?

When your furniture is shipped, we will email you the contact info for the shipping company and the tracking # assigned to your shipment.

Is it safe for me to use my credit card when purchasing merchandise online from Saltriverrustic.com?

Yes, Saltriverrustic.com is powered by Shopify, one of the most secure web hosting companies on the internet. Shopify includes an SSL certificate that uses industry standard 128 bit encryption technology. This is the same level of encryption used by banks to keep your information secure.

What is your privacy policy?  Do you share my information with anyone else?

Our privacy policy is just that. We will not share or sell your information.


Can I order by regular mail or FAX?

Yes ... If you prefer to fax your order to us, you may print the saltriverrustic.com checkout page directly from our website and fax the completed page to: 801-977-1184


What are your shipping and handling policies?

Salt River Rustic uses large trucking companies and USPS (United States Postal Service) for our standard shipping. We will determine the best method for your shipment based on reliability and price.

A valid street address is necessary for furniture deliveries as carriers will not deliver to P.O. Box addresses. The only exception to this are small items from our Elegant Living Collection

All standard orders are processed within 24 hours on business days. Furniture is shipped within the time frame stated on our Product page. Please note that all pieces may not be shipped together and may ship on separate pallets.


SHIPPING TIMES

Our build time is currently four to six weeks for standard orders and eight to twelve weeks for custom orders. Large orders may take longer than twelve weeks.


Can you ship so our order will arrive during a specific time frame?

Yes - we can usually deliver during a time frame that is convenient for you. Please email customer service at customerservice@saltriverrustic.com.


 

Do you ship to Canada?

Yes, we ship to Canada. Once you place your order, we will email you a freight quote that includes the shipping charge and brokerage fees to Canada. Duties and taxes (if applicable) will be your responsibility but we will let you know before your order ships when the fees are due. We suggest that you consult your local customs office for more details about import duties and taxes.

 

Do mirror frames come with the glass?

Because glass is so fragile we are unable to ship a single order for a mirror frame with the glass--only the frame will be shipped, no glass. However, if you have an order for a piece(s) of furniture and a mirror, the mirror glass will arrive installed in the frame.


I notice variations in the coloring, Why?

Our goal is to provide you with as much information as possible about the products we offer, and we make every attempt to accurately describe our pieces to the best of our ability. However, due to differences in computers and monitors, we cannot be responsible for variations in color between the actual product and what is viewed on your monitor. Please feel free to email us at customerservice@saltriverrustic.com if you have any questions about our products and their descriptions.

How accurate are the dimensions listed?

When considering dimensions it is important to know that all dimensions are approximate. This is due to the fact that all of our furniture is made by hand with natural, real wood.

I want a custom built piece of furniture

Not a problem! Just get us dimensions, a simple "stick" drawing as well as an idea of what you are wanting and we'll go from there.


WARRANTY

We offer a 3 year fix or replace (at our discretion) warranty against any manufacturer's defects.  Unlike "lifetime" warranties that begs the question, "who's life, mine or yours?!", you will know within 6 months if you are going to have a problem with your furniture or not.  We do not warranty against normal, every day use and wear and tear, nor do we warranty against commercial use (hotels/motels).

Please be aware that "checking" or cracks are a part of natural, solid wood and logs and is to be expected.  Much like it is impossible to get granite without cracks and fissures, it is nearly impossible to get solid wood mountain rustic styled furniture without any type of checking.  Please be aware that varying colors are also a unique part of this furniture and that no two items will look completely the same.  One last point about log furniture is that although not common, the presence of bark beetles can make an appearance in the logs.  The reason we use dead standing logs is to minimize the cutting of live, green trees and to promote the health of our forests by removing dead standing trees.  Many of the trees are killed by bark beetles who then move on to the next tree and the next.  We heat treat all of our logs, but every once in a while, a beetle, if even present in the log, survives.  Eventually, they will die without causing harm to your home or any of your other furniture as these are NOT termites.