FREQUENTLY ASKED QUESTIONS
WHO ARE YOU?
Jen and Brian Shuck, great to meet you! Together we design, create, package and sell carved and laser engraved wooden signs from our home and shop in Snoqualmie, WA.
Jen is a stay-at-home mom to three elementary children (ages 7, 9 & 11) and is responsible for sign designs, customer communication, photos, our website, marketing, and sign making. Whew! Brian is a full-time civil engineer and thinks like one: his mind is constantly churning out new product ideas, and he keeps the numbers straight! Jen spends her days juggling kids' school & activities, housework, customer communication, and designing/cutting/painting/carving signs in our home shop. We work in the shop together in the evenings and weekends.
DO YOU USE VINYL OR PAINTED LETTERING?
No! All our signs feature a painted piece of wood with the lettering carved into it and left the light wood color.
WHAT PAYMENT METHODS CAN I USE?
We accept credit cards through Etsy and PayPal.
DO YOU CHARGE SALES TAX?
Yes. Some states collect sales tax and this will be calculated automatically based on the state you order is shipping to.
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.
HOW MUCH DOES SHIPPING COST?
We currently offer free domestic shipping for all orders over $35.
WHEN WILL I RECEIVE MY ORDER?
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 check our shop announcement to be sure.
WHAT SHIPPING SERVICE DO YOU USE?
USPS Priority Mail (with tracking numbers). Once shipped, your order should arrive within 2-3 business days.
WHAT ABOUT INTERNATIONAL SHIPPING?
We will gladly ship to international locations! However, because our signs are heavy and relatively large, shipping internationally is very expensive. You can easily check shipping rates in the “Shipping” tab in each listing.
Just contact me within: 14 days of delivery
Ship items back to me within: 30 days of delivery
But please contact me if you have any problems with your order.
Because of the nature of these items, unless they arrive damaged or defective, I can't accept returns for:
WHAT IS YOUR RETURN POLICY?
Non-personalized items in new condition can be returned within 30 days for a full refund minus the cost of shipping. 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.
WHAT IF AN ORDER IS DAMAGED IN 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 A SHIPMENT 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 remake the item. We ask that you pay for the shipping & we will remake the item at no charge and ship back to you.
WHAT IS YOUR CURRENT TURNAROUND TIME?
Our average production time is 2 weeks AFTER proof approval, if applicable. We will send you a digital proof of your personalized sign within 3 business days after you pay for your order. If our current production time is longer than 2 weeks, we'll post it in our shop announcement in the header of our main shop page.
An exact image of the digital proof you receive is used to make your sign, therefore we're not responsible for spelling errors or date errors on the sign. Please double check the proof!
DO YOU MAKE CUSTOM SIGNS?
Yes! We gladly accept custom orders... please convo us and let us know what you have in mind and we can make it happen! The charge for custom orders will depend upon the size of the sign and the type and amount of lettering/design requested.
Complex & custom orders may take longer than the stated turn around time, depending on how busy we are at that time.
Information We Collect
To fulfill your order, you must provide us with certain information (which you authorized Etsy to provide to us), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide us with additional personal information (for a custom sign order, for example), if you contact us directly.
Why We Need Your Information and How We Use It
We rely on a number of legal bases to collect, use, and share your information, including:
- as needed to provide our services, such as when we use your information to fulfil your order, to settle disputes, or to provide customer support;
- when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for our mailing list;
- if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
Information Sharing and Disclosure
Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:
- Service providers. We engage certain trusted third parties to perform functions and provide services to our shop, such as delivery companies. We will share your personal information with these third parties, but only to the extent necessary to perform these services.
- Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers, or others.
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. I describe these rights below:
Access. You may have the right to access and receive a copy of the personal information I hold about you by contacting me using the contact information below.
Change, restrict, delete. You may also have rights to change, restrict my use of, or delete your personal information. Absent exceptional circumstances (like where I am required to store data for legal reasons) I will generally delete your personal information upon request.
How to Contact Us
For purposes of EU data protection law, Rustic Pine Designs is the data controller of your personal information. If you have any questions or concerns, you may contact us at email@example.com. Alternately, you may mail us at:
Rustic Pine Designs, 8325 Mountain Ave SE, Snoqualmie, WA 98065 USA
We love custom orders! Just send us a convo with your idea and approximate size, and we'll be glad to work with you if we can.
Because we use solid wood and because of the way Etsy calculates shipping, getting the sign(s) to you can seem pricey! Please know that we do NOT make a profit on shipping, and if you end up overpaying in shipping costs, we'll always refund the difference after we ship an order.
If you're sending a gift to someone, please be sure to edit the shipping address accordingly. We are also happy to include a gift note for you; just convo us with the message! We do not include packing lists or receipts with shipments, so the gift recipient will need some way of knowing who the gift is from!
All our signs feature carved lettering instead of the vinyl lettering or painted lettering that most other signmakers use. We cut and paint the wood, then use a wood router mounted to a CNC machine to carve the words/lettering into the sign. This lettering is left the natural wood color and is not painted.
Because our signs are made from pine boards (not manufactured MDF), there will be knots and other imperfections that aren't considered "defects". We believe this adds to their rustic 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.