FAQ's

We sure do! We can ship products to most countries around the
world.

Please be aware that different countries have unique customs rules and regulations. Unfortunately, if your package gets held at customs you will be responsible for communication and any additional costs required to release your item(s).

When your order ships you will receive a separate email providing you with a tracking number to track your order. Sometimes this email gets sorted into spam or promotions folders so be sure to look in there if it feels like you have been waiting a little too long.

You can also log into your account and click on the order in question to see the status.

If you have multiple pieces in your order, sometimes they arrive on different days.

*Please note that sometimes the tracking can take a day or two to be updated by the carrier.

Currently, Shopify does not allow us to change an existing order. If you need to change a size, you will need to place another order with the correct size, and we can cancel that other size from your order.

I already placed my order but forgot to add an item. What do I do?

1. Fill out a Customer Care Ticket with your order information to alert the customer care team that there will be an addition.
2. Place an additional order with your extra item(s).

What about shipping for the second order? Can’t they ship together?

In many cases, we will combine the orders and issue a refund for the second shipping cost. Here are some example scenarios:

1. The original order is over $3000 and includes free shipping.
IF - the wholesale team is alerted of the addition before the order is fulfilled
and palletized.
THEN - The item(s) will be added to the pallet with the original order, and
shipping on the additional order will be refunded.

2. The original order is under $3000 but qualified for Flat-Rate shipping.
IF- the wholesale team is alerted of the addition before the order is fulfilled
and the addition does not bring the total to over $3000.
THEN - Item(s) are added to the original order, and the shipping for the
addition is refunded.

3. The original order is under $3000 and qualified for Flat-Rate shipping.
IF - the wholesale team is alerted of the addition before the order is fulfilled,
boxed, and ready for shipping. and IF the addition brings the item total
over $3000.
THEN – Item(s) are added to the pallet with the original order, and the Flat-
Rate shipping plus the shipping for the addition will be refunded.

4. The original order is under $1000 and does not qualify for Flat-Rate shipping.
IF - the wholesale team is alerted of the addition before the order is fulfilled,
boxed, and ready for shipping. and IF The addition brings the item total
over $1000. Item(s) are added to the order and Flat-Rate shipping will now
apply.
THEN - The difference in shipping over $250 as well as the shipping for
the addition will be refunded.

5. The original order is under $1000 and does not qualify for Flat Rate shipping.
IF- the wholesale team is alerted of the addition before the order is fulfilled,
boxed, and ready for shipping. and IF the addition does not bring the total
over $1000.
THEN – Item(s) are added to the order. Shipping for the addition will not
be refunded unless the addition can safely be packed into the same
shipping box as an item from the original order.

6. If the request is put in after the original order is fulfilled, the addition will remain a second order and will be filled and charged on its own.

7. If the request is put in after the original order is packed and / or palletized and prepared to ship – even if it has not yet been fulfilled in the system – the addition
will remain a second order and will be filled and charged on its own.

The first thing you should do is make sure all your packages arrived. UPS will repack items if they break in transit. Sometimes they won't even tell you they broke. Take pictures and send them to customercare@rusticstrength.com

Contact us at the above email and let us know what was missing from the order. We will get a replacement out to you ASAP.

If it's been marked delivered and it's only been one day-sit tight! Sometimes the carriers scan it before it gets to you. Keep an eye out for the next few hours!

If the tracking hasn’t been updated in an unusually long time or if it was never updated since it was made, chances are it was lost in transit.

Please file a claim with the carrier. If there is no conclusion after two weeks, please let us know and we will investigate replacing or crediting you
for your order.

Just send an email to customercare@rusticstrength.com tell us your name, order number and which product the scent was incorrect on.
We will get it changed and send you the correction.

Return, Refund, Missed Shipment, & Damages Policy

Damaged-in-Transit Orders: If an order is damaged in transit, please let us know. We will ship you a replacement at our expense and file a claim with the shipper.

Returning Items: Products no longer wanted can be returned in new, un-opened condition. We do not cover the cost of return transit. Once the item arrives back it will be inspected and once approved, we will give you a full refund of the item, minus our original shipping cost and a 25% restocking fee.

Refunding Orders: If you would like to refund an order before it has shipped you can do so by contacting customer care. We will provide a full refund minus a 5% processing fee.

Missed Shipments: If a shipment carrier exhausts its delivery attempts the items are returned to us by default.

• To re-ship the order: an invoice will be sent with the shipping charges. If your address is commercial, we recommend changing it to a residential one so that the carrier will leave it if no one is present to receive it.

• To refund the order: we will perform an inspection to make sure the items are still in sellable condition after their journey. We will then provide a full refund minus our original shipping cost and a 25% restocking fee. The shipping cost deduction applies even to orders that qualified for free or flat-rate shipping.

Return Address:
403 North Oak Avenue, Mansfield, MO 65704

Return Inquiries:
customercare@rusticstrength.com

If you are shipping an item please consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item. If your returning item is damaged or destroyed in transit you are responsible for filing a claim- having tracking or insurance greatly facilitates the claim filing process