Shipping
We believe that genuine customer service should be at the core of every authentic company. That’s why we support everything we craft with a team of friendly customer representatives. No matter your journey, we want you spending more of your time on the trail. To ensure you’re not held back, we fully inspect, package and ship our pieces directly to you and always in a timely manner.
Many of the products we sell are hand-made to order. If your order contains one of these items you will see the "handmade" icon on the product page. On these pages, you will also see a 'production batch date' listed where available. You can rely on this date as your ship date when purchasing a handmade or personalized item. If your order contains another item, such as a pen or accessory that is not on our hand-made list, we typically ship those orders within 1 to 3 business days from the order date.
We do not guarantee shipping timelines after your product is in the hands of the shipping carrier. We cannot issue refunds on shipping that is delayed by carrier.
After shipment, delivery timeframes vary by destination and depend largely on the shipping method you select at checkout.
FREE SHIPPING offers are only available to addresses in the United States.
Returns
Our returns policy lasts 30 days. If 30 days have gone by since you received your purchase, unfortunately, we can’t offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it.
We do not accept returns on shipping, gift cards, custom orders, orders that have been personalized, or items that vary slightly in leather color from website photos (color variances occur naturally with the tanning processes we use.) Only regular priced items may be refunded, sale items may be exchanged only for a product of equal value to the purchased price.
Gift sets may only be returned in their entirety and cannot be returned if personalized.
Please be aware that the customer will be responsible for the cost of any return shipping.
To return an item, fill out our return merchandise authorization form.
Top-grain leather, although extremely durable, is susceptible to scratches. The leather we use is not highly treated, so small scratches and scuffs from handling are to be expected, especially with our Dark Brown hides. Generally, these can be easily buffed out with a damp cloth. We embrace all leather characteristics, including scratches, not just because they are typical of unprocessed hides but because they make an item uniquely yours.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, a credit will automatically be applied to your credit card or original method of payment, typically within 3 business days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet when you were expecting one, please check your bank account or credit card after 3 days as it may take some time before your refund is officially posted. If you’ve done this and still not received your refund, please contact us at retail@rustico.com.
Exchanges (if applicable)
We exchange or replace items if they meet the above terms or if they are defective or damaged.
More questions? The easiest way to get further support is by starting a new conversation on our online chat.
You can also contact us here, by sending an email to retail@rustico.com or by calling 1-866-426-4957
