FREQUENTLY ASKED QUESTIONS

If you don't see an answer to your question, please contact us for a quick answer.

I DON'T KNOW WHERE TO START

Click Here To Get Started

I NEED HELP DECIDING

We've got you covered! Our design consultants are here to ehlp you pick the right style, size, and customization options for you, your family, your space, and your budget. Give us a call at (207) 229-0617 text us, or email us. We're passionate about connecting families around the table, so don't hesitate to reach out.

WHAT SHOULD I KNOW ABOUT ROLLINS RUSTICS BEFORE ORDERING?

Rollins Rustics is a garage started, locally owned furniture company that loves connecting families around the table. Rollins Rustics custom tables and furniture are hand-built by a small team of local craftsmen at our shop in Maine. We also offer a collection of furniture that we source responsibly and hand-finish onsite.

CAN YOU HOLD OR STORE MY FURNITURE IF I'M NOT READY FOR IT

We will be reaching out to you before we start production on your custom furniture to confirm 1) the details of the order are correct and 2) you are ready to receive your custom furniture. This is your opportunity to delay production if you are not ready to receive your furniture. If we have received confirmation from you, and we finish your furniture and are ready to deliver it, we cannot hold or store your furniture under any circumstances.

What Payment Options Do I Have?

We have an assortment of payment options for you to choose from.

Pay In Full Here On The Website.
Pay A 50% Deposit + 50% Upon Completion Of Your Furniture (Not upon delivery, but upon notification of the completion of the furniture.) This will have to happen over the phone or by appointment at our showroom location.
Credit Or Debit Card
Paypal
Venmo
Check
Paypal Credit (You can get 0% financing for 6 months if you have an account)
Klarna Financing (See Option At Website Checkout)
Affirm Financing (See Option At Website Checkout)

How do I use the 0% Financing to purchase my furniture?

Answer: Once you get to the payment method at checkout, be sure to click on "Slice it. Pay over time with Klarna." You will be rerouted to their page to fill out some information to see if you qualify. If it all works out, Klarna will go ahead and pay our company in full, and then you will be responsible for making minimum payments to them each month and paying off your furniture in full.

I have a really specific question about color, design, or size, how can I get in touch with you?

Answer: You can email us at RollinsRustics@gmail.com , call or text us at (207) 229-0617 or message us on our facebook or instagram pages. A representative will get in touch with you within an hour during the business week.

DO YOU HAVE A WARRANTY?

Yes, We call it our Iron Clad Promise.

DO I HAVE TO PAY EXTRA TO HAVE MY FURNITURE STAINED?

You only pay extra for a few specific stain options or if you choose to distress your furniture or if you want fully stained chairs instead of a paint + stain combo.  

HOW DO I PROTECT MY FURNITURE AND KEEP IT LOOKING GREAT? 

Learn About Our Finish Here

HOW LONG DOES IT TAKE TO RECEIVE MY FURNITURE AFTER I PLACE MY ORDER?

Our waiting list can range from 8 -14 weeks sometimes it takes a little longer and sometimes a little less. This of course does change a little bit depending on how many orders we already have in line as well as how many pieces you order. All lead times given are PURELY ESTIMATES, sometimes we can get your furniture to you faster, sometimes it takes longer... Our primary goal is to make sure you have a high quality product that you're going to love for years to come.

DO YOU MAKE EXTENSIONS OR TABLES WITH LEAVES?

Yes! We offer a select few styles and options, message us for details and options.

WHAT ABOUT PRODUCTS THAT ARE ON BACKORDER?

Find everything you need to know about our Backordered Policy Here.

I HAVE ALREADY PAID FOR MY FURNITURE, BUT NO LONGER WANT OR NEED IT. CAN I HAVE A REFUND?

See Our Refund Policy Here.

I NEED MY ORDER NEXT WEEKEND FOR A HUGE PARTY, CAN I GET IT BY THEN? 

Honestly, It just depends. We do offer rush orders for a fee. The fee depends on how soon you need the piece(s), they are usually between $250-$750. Sometimes there is just no way to rush orders, we do try our best to get you what you the piece on time, but sometimes its just not possible.  

Question: What if I get my table and don't like the colors? 

Answer: Every piece we make is made to order. That means you choose the size, style and color. Keep in mind that every piece of wood is different! Every board will stain slightly differently, please understand this before ordering with us.   It is not something we have control over.

*** ALL SALES ARE FINAL THIS INCLUDES DEPOSITS ******

POLICIES ON WARRANTY, DELIVERY, PRODUCT VARIATION, & COMMUNICATION

-Our Warranty-

Our warranty covers all manufacturer defects in regards to products not functioning correctly. Example - Joints in the wood of the product are insecure or wobbly or wood is coming apart or breaking naturally.

What our warranty does not cover: anything that has occurred due to mishandling of furniture, such as damaging the finish, force to the wood causing it to break, or natural tendencies of wood when treated to extreme humidity & temperature changes (Twisting, bowing, warping). Wood is a natural product and we have no control over it moving over time, especially in different temperature and humidity.

-PRODUCT VARIATION-

-Distressing: The majority of the furniture we make by hand is ordered with distressing being one of the most important things a customer wants. We do this all by hand, meaning that no two points of distress will look the same. This is normal and to be celebrated, and there will not be any refunds given for the distressing not matching or for the level of distressing not being what was expected by the customer when the order was placed. We do not heavily distress anything unless it is asked for the customer. Please view our photos to get an idea how we distress our furniture before placing the order.

-Stain variation: All wood accepts stain differently. We unfortunately don't have ultimate control over how wood will accept the stain you choose. We do offer different types of wood for many of our products. We cannot guarantee that your product will look exactly like a product on our website or an example that you've shown us. That's part of the beauty of custom furniture though, as there will never be another item made just like yours. There will be no refunds given or rework done for the color of the product being slightly different than expected. With that being said, we strive to always do our very best to match your expectations.

-COMMUNICATION-

-importance of notes: When you place your order here on the website, there is a place to leave special notes for us. If we've communicated via phone, text, facebook, or any other place about special/custom things regarding your furniture, these things MUST be included in the notes section. With 20-40 orders passing through our shop each month, we will not remember something that was said in passing on a phone call or in a text message. Please help us help you by doing this.

For example: You messaged us on facebook asking if we could build a different style table top for your table than our standard table top design. We say that we can do it, but it is never confirmed by you that it is in fact what you want. You place your order and don't leave any notes. We get to your order and build the top as we normally do, because there are no notes to tell us otherwise. You come to pick up the table and it's not what you thought, but there was a breakdown in communication. If there had been notes on the order that simply said "Would like the different style table top that we spoke about and sent a picture of on facebook. Please see that message when beginning production", then we would have referred back to our conversation when we began building your table.

If you don't want your table distressed or you want a special paint color, it MUST be included in the notes during checkout.

This saves us all from being frustrated by the product not being what we had thought (both on our end and on your end.)

Please note that we cannot rework your furniture because of this. If there are special details they MUST be placed in the notes section. We will not be held liable to ideas that were mentioned in passing and never written down.

-STAIN & PAINT COLORS-

This must be determined at the time the order is placed and if it is something different than our standard options, must be placed in the notes so we know exactly what to do.

IF YOU WANT TO MAKE CHANGES TO YOUR ORDER

If you want to make changes to your order, we must be notified of these changes within 48 after the order is placed. Otherwise there is a chance we have already begun on your items and it is a waste of material and labor to do something different. We will not grant requests made to an order after the 48 hour mark.

If you don't see an answer to your question, please contact us for a quick answer.