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Shipping PolicyUpdated 3 days ago

WHOLESALE SHIPPING & DELIVERY POLICY

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This Shipping & Delivery Policy applies to all wholesale orders placed through RusticStrengthWholesale.com. By placing a wholesale order, you agree to the terms outlined below.

SECTION 1 – SHIPPING RATES & ELIGIBILITY

1.1 Shipping Tiers
Shipping eligibility is based on the order subtotal after discounts, credits, and rewards are applied:

  • Orders $0 – $999.99: Standard published shipping rates apply.
  • Orders $1,000 – $2,999.99: $250 Flat Rate Shipping applies.
  • Orders $3,000 and above: Free Shipping applies.

Rustic Strength reserves the right to select the carrier and shipping method for all Flat Rate and Free Shipping orders.

1.2 Eligibility Limitations

Shipping thresholds apply only to orders placed directly through RusticStrengthWholesale.com.

Policy applies only to shipments within the continental United States.

Orders shipping outside the continental U.S. are subject to standard carrier rates.

If an order total falls below a shipping threshold after discounts or adjustments, the applicable lower-tier shipping rate will apply.

1.3 Address Accuracy
The customer is solely responsible for providing an accurate shipping address and contact information at the time of order. Any fees resulting from incorrect, incomplete, or outdated information, including reconsignment, address correction, storage, or redelivery, will be billed to the customer.

SECTION 2 – PROCESSING TIME & SHIPPING TIME

2.1 Order Processing Time
Processing time refers to the internal handling before carrier pickup, including verification, preparation, manufacturing (if applicable), packaging, and palletization.

  • Standard processing time: 5–7 business days.
  • High-volume periods (promotions, holidays): 7–10 business days.

Business days are Monday through Friday, 8:00 a.m. to 4:00 p.m. CST, excluding U.S. federal holidays. Processing time does not include carrier transit time.

2.2 Shipping / Transit Time
Transit time begins once the carrier has taken possession of the shipment. All delivery dates provided at checkout are estimates only and are not guaranteed unless Overnight Air service is specifically selected and guaranteed by the carrier. Rustic Strength is not responsible for carrier delays caused by weather, natural disasters, accidents, labor disruptions, high shipping volume, or other events outside our control.

SECTION 3 – SHIPPING RATE CALCULATIONS
Shipping rates and estimated delivery timelines are calculated at checkout using real-time carrier data (e.g., UPS, USPS, LTL freight carriers). Rates are based on:

  • Weight and dimensions
  • Origin and destination
  • Shipping method selected
  • Carrier-provided service levels

The delivery dates or timeframes shown are estimates, not guarantees. They reflect the carrier’s typical transit times under normal conditions and do not account for delays caused by weather, high shipping volume, holidays, accidents, or other unforeseen events. Once a package leaves our facility, delivery timing is determined by the carrier. Carriers do not guarantee delivery dates for standard shipping services. The only shipping method with a guaranteed delivery timeline is Overnight Air, per carrier policies. We always ship orders as quickly as possible and provide accurate tracking once your package leaves our facility, but the carrier ultimately controls actual delivery times.

SECTION 4 – RUSH PROCESSING
Rush processing is available for a $150 flat fee. The order will be moved to the front of the line. Depending on when the request is made, the order will typically leave either the same day or the next business day. Rush processing does not include expedited shipping. 

SECTION 5 – TITLE & RISK OF LOSS
Title to and risk of loss transfer to the customer upon pickup of the shipment by the carrier at Rustic Strength’s facility. Once the carrier takes possession of the shipment, the customer assumes all risk of loss, delay, or damage, subject to the carrier’s claims process.

SECTION 6 – SHIPMENT CONFIRMATION & TRACKING

6.1 Small Parcel (UPS / USPS)
A Shipment Confirmation email containing tracking number(s) will be sent once the order ships. Tracking may take up to 24 hours to activate. Multi-package shipments may arrive on different days. If tracking indicates delivery but packages are missing, allow 1–2 additional business days before contacting us.

6.2 Freight Shipments
Freight shipments will include a PRO number for tracking. Tracking activation may take up to 24 hours. Before booking freight, Rustic Strength will confirm shipping details and expectations. Once the shipment has departed our facility, changes to the Bill of Lading (BOL) may result in additional carrier fees.

SECTION 7 – RECEIVING DELIVERIES

7.1 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.

7.2 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.

7.3 What to Expect at the Time of Delivery

Liftgate Delivery:

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

Offloading and Placement:

  • The driver should offload the pallet’s contents.
  • The driver will move the offloaded items ONLY inside the first door of your store.
  • They only move the pallet or items across the first threshold. If this threshold is upstairs or otherwise 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).”

7.4 Potential Additional Charges

  • Shipping Address Change: $65 
    • Please verify that your shipping address is accurate.
  • Re-consignment (Address Change & Terminal Relocation): $300 - $500 
    • This applies when a shipping address change requires redirecting the shipment to a new terminal.
  • Driver Detention: $90.75 
    • This applies if the driver exceeds the allotted time for unloading and delivery (15 or 30 minutes, depending on weight).
  • Redelivery Fee: $167.00 - $526.00 
    • This applies if a scheduled delivery is missed or refused.

BOL Correction Fee: $47.35

Any change to the bill of lading once the shipment has left our building.  

7.5 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.

7.6 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 showed up.

 

SECTION 8 – DAMAGES | MISSING | WRONG ITEMS 
Please contact [email protected] and include these items in your email.
• The email that is associated with your account, so we can quickly pull up your information and assess your order.
• Order # (this is different than a confirmation number.)
• Item(s) that are damaged, missing, or wrong
• Pictures of wrong or damaged item(s), including packing material and the damaged item(s).  This helps us when we file a claim with the carrier.

If you experience an issue with your order, please contact our Customer Care team first so we can assist. We are committed to listening, investigating, and resolving concerns as equitably as possible. Failure to provide documentation may delay resolution. Rustic Strength reserves the right to determine the resolution, which may include replacement, a refund, or a carrier claim submission.

SECTION 9 – CHARGEBACK POLICY
Customers must contact Rustic Strength in writing and allow a reasonable opportunity to resolve any shipping-related issue before initiating a chargeback. Initiating a chargeback without prior written notice and resolution attempt may constitute a breach of the Wholesale Agreement and may result in:

  • Suspension of shipments
  • Revocation of wholesale privileges
  • Recovery of dispute-related fees

SECTION 10 – LIMITATION OF LIABILITY
Rustic Strength shall not be liable for indirect, incidental, consequential, special, or business interruption damages arising from shipping delays, carrier performance, or product loss during transit. Liability, if any, is limited to the replacement of the product or refund of the purchase price, at Rustic Strength’s sole discretion.

SECTION 11 – SHIPPING MATERIALS

11.1 Pallet Wrap
Industrial pallet wrap may be used to secure shipments. Where applicable, returnable materials may be sent back under the Close The Loop program.

11.2 Ratchet Straps
Ratchet straps used for barrel shipments may be purchased for reuse. Customers wishing to retain straps should clearly mark them upon receipt.

11.3 Gaylord Boxes
Gaylord boxes are not currently available for purchase. Barrels cannot be placed inside Gaylord boxes. Additional packaging materials or pallet configurations may require additional charges.

SECTION 12 – CUSTOMS, DUTIES & TAXES

For international shipments, the customer is responsible for all customs duties, taxes, tariffs, brokerage fees, and related charges.

SECTION 13 – INTERNATIONAL SHIPPING

International shipping is available upon request. Customers must contact [email protected] for coordination prior to placing an order.

 

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