Shipping PolicyUpdated 2 months ago

IMPORTANT! PLEASE READ FULLY

Accurate address and phone number information is crucial for successful delivery.
Refill Shop Owners are responsible for verifying these details on each order.

Free & Flat Rate Shipping Policy

• Orders under $1000 receive our regular rates

• Orders between $1000 - $2999.99 receive a flat rate of $250

• Orders above $3000 are eligible for FREE shipping (we will choose the best option – freight or UPS).

Policy only available on RusticStrengthWholesale.com

Policy applies for only continental USA. 

Regular rates apply for areas outside continental USA.

Domestic Shipping Policy

We send out tracking information with every order.  Please follow the link to track your packages

Shipping rates & delivery estimates
Shipping charges for your order will be calculated and displayed at checkout.

* Overnight delivery is only available for orders with delivery addresses within the continental United States.

Delivery delays can occasionally occur because of weather, lost packages, or human error.  Please be patient with the carrier.  They do the best they can.

Shipment to P.O. boxes or APO/FPO addresses

We discourage using a PO Box whenever possible. Shipments to PO Boxes and those using the USPS network have had an extremely high rate of delay, loss and damage. If you have the ability to accept a UPS delivery, we highly recommend the use of a physical address.

Rustic Strength Wholesale ships to addresses within the U.S., U.S. Territories, and APO/FPO/DPO addresses.

Shipment confirmation & Order tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.

Customs, Duties, and Taxes
Rustic Strength Wholesale is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). 

Damages
Rustic Strength is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Please save all packaging materials and damaged goods before filing a claim.

RECEIVING DELIVERIES:

FOR UPS DELIVERIES
UPS delivery days include Monday - Friday and Saturday (in select areas), excluding UPS holidays. UPS may make up to three delivery attempts at its discretion at your address on regular UPS delivery days. After the final attempt, undeliverable parcels will be returned to the sender.
In the event that the parcel is returned to Rustic Strength, you will be responsible for any associated charges.
To prevent your parcel from being returned or to make alternate delivery arrangements, track your parcel. If you want to collect your parcel at a UPS Customer Centre, your request must be received by 7 p.m.

FOR XPO/FREIGHT DELIVERIES - XPO Freight Tracking

Delivery Timing:
We try to time the shipment to arrive on days you are open, but delays can change the delivery date. Transit times can vary depending on holidays, weather conditions, and other factors. It is your responsibility to be at your facility at the time of arrival, even if you are not open.

XPO Delivery Notification:

• XPO will anticipate the delivery date and contact you when the pallet is nearing your location. 
• XPO will inform you of the scheduled arrival day.
• They will ask for your preferred delivery time and deliver within a 3-hour window. This is a time range, not a guaranteed time, due to other deliveries in the region.

Delivery Scheduling Options:

• If you cannot accept delivery on the scheduled arrival day, you can reschedule for the next business day.
• Rescheduling beyond the next business day will incur a daily storage fee of $66.25/day for the first three days, followed by $221.00/day thereafter.

Example: The pallet is set to arrive on Tuesday. You can set the delivery appointment window for Tuesday or Wednesday. If you set the appointment for Friday, the daily storage fee of $66.25/day for the first three days, followed by $221.00/day thereafter, will be incurred and we will charge you for this storage fee.

WHAT TO EXPECT AT THE TIME OF DELIVERY

Liftgate Delivery:

• The delivery truck will be equipped with a liftgate and hand truck (2-wheeled dolly).
• The liftgate will lower your pallet from the truck to ground level.

Offloading and Placement:

• The driver will offload the contents of the pallet.
• The driver will move the offloaded items inside the first door of your store, ONLY.
• They only move the pallet or items across the first threshold. If this threshold is upstairs or in any other way not immediately accessible, the driver will leave the pallet as close as possible to the threshold.

XPO Limitations:

• XPO adheres to strict delivery guidelines.
• Drivers are unable to provide services beyond the described offloading and placement.

Example: The driver is moving a box. They are not allowed to set the box on a shelf, even if the shelf is right next to your door.

We appreciate XPO's friendly staff and reliable service. However, they operate under strict policies. Requesting services beyond the standard delivery scope may result in additional shipping charges (see driver detention).
If the pallet is not delivered in 3-4 business days, please call your local terminal and speak to a human about the anticipated delivery time. The easiest way to find the number for your local terminal is to Google search “XPO freight terminal (enter your city and state)”

POTENTIAL ADDITIONAL CHARGES:

• Shipping Address Change: $65
  o Please verify that your shipping address is accurate.
  
• Re-consignment (Address Change & Terminal Relocation): $300 - $500
  o This applies when a shipping address change requires the shipment to be redirected to a new terminal.
  
• Driver Detention: $90.75
  o This applies if the driver exceeds 30 minutes for unloading and delivery.
  
• Redelivery Fee: $167.00 - $526.00
  o This applies if a scheduled delivery is missed or refused.
  
• BOL Correction Fee: $47.35
  o Any change to the bill of lading once the shipment has left our building.

In the event any of the aforementioned situations occur during delivery, an invoice will be generated and sent to you.

AT DELIVERY

Make sure all items are present and undamaged before signing the paperwork. If there are any issues, have the driver notate them on the delivery ticket. If there is no notation on the paperwork, we are not able to file a claim for reimbursement of damaged or missing items.

PLEASE NOTIFY US BY EMAIL IF

• The driver does not bring items inside through the first door.
• If no hand truck was used to move the items off the truck (this is not for your use but for the driver). Please have your own hand truck available for moving items around inside your store.
• An appointment was not set before the driver showing up.

SHIPPING MATERIAL USED

• Pallet wrap:
• Pallet wrapping is required for items such as buckets, Eco Jugs, bag-in-box products, and mixed or miscellaneous boxes. These pallets must be wrapped using our readily biodegradable plastic wrap.

  Proper wrapping is a safety requirement. Without plastic wrap, items can shift or fall during transit, creating hazards for drivers and at distribution terminals. Wrapping the entire pallet keeps all items stable and secure throughout shipping.

  While ratchet straps work well for uniform items like barrels, they are not sufficient for pallets containing mixed products. In these cases, plastic wrap is necessary to ensure safe handling and delivery.

  Our plastic wrap is both biodegradable and recyclable. It can be recycled at any Walmart location with a plastic bag return station. If it were to enter the environment, it is designed to fully biodegrade in approximately two years, breaking down into humus.

  We are deeply committed to sustainability and eco-friendly practices. However, in certain shipping situations, plastic wrap is the safest and most responsible option to ensure products arrive intact and people remain safe.

• Ratchet Straps:
  Our ratchet straps are reusable and can be purchased for ongoing use with our Close The Loop system. To ensure your straps are returned to you specifically, please mark them with your name using a marker or paint pen after you receive your order. This will help us avoid confusion with the straps from our other Close The Loop participants. Ratchet straps are used with barrels only!

• Gaylord boxes: Not available at this time
  Gaylord boxes are available for purchase as an alternative to pallet wrapping. They are ideal for items unsuitable for ratchet straps, such as eco jugs, buckets, bag-in-box, and miscellaneous items. Please note: barrels cannot be placed inside these boxes. For example, an order of three barrels and twelve eco jugs would require two separate pallets. If you purchase a Gaylord box, the eco jugs will be placed inside it.

International Shipping Policy

Inquire for rates