Frequently asked questions

Questions? We're here to help! Please contact us at service@rustiv.com with all customer service related matters. We will do our best to respond within 24 business hours.

Orders & Products

To track your order status, please visit our Track Order page. If you need further assistance, feel free to reach out to us at service@rustiv.com.

Yes, the price you see is the price you pay. You will not be charged any additional taxes or hidden fees at checkout.

Yes, we offer personalized customization! Please contact us at service@rustiv.com with your ideas. Depending on the complexity of your design, crafting your custom piece typically takes 7-14 days

Yes, they are! We exclusively use responsibly sourced wood and focus on sustainable, long-lasting designs to bring the beauty of nature into your home responsibly.

If your order hasn't shipped yet, we can easily cancel it for you. Please contact us as soon as possible at service@rustiv.com. Once an order has been dispatched, we are unfortunately unable to cancel it.

Shipping & Delivery

Because most of our products are meticulously handcrafted to ensure exceptional quality and uniqueness, please allow 7-14 days for production. Once shipped, delivery takes an additional 15-30 days.

We currently ship exclusively within the Contiguous United States.
Unfortunately, we cannot deliver to the following:

  • P.O. Boxes
  • APO/FPO/DPO (Military/Diplomatic addresses)
  • Hawaii or Alaska
  • Puerto Rico, US Virgin Islands, Guam, or other US territories
  • Any address outside the continental US.

If you need to update your shipping address, please contact our support team immediately. We will do our best to update it before your order leaves our workshop. However, once the order has been dispatched, we cannot modify the address. To avoid delivery issues, please double-check your information at checkout.

Currently, we do not offer a local pickup option. All orders are shipped directly to the shipping address provided at checkout.

We've got you covered. Please take a few clear photos of the damaged item and packaging, and email them to service@rustiv.com. We will gladly arrange a free replacement or a full refund—entirely up to you.

Returns & Refunds

To be eligible for a return, the item must be unused, in its original condition, and in its original packaging. You must initiate the return within 30 days of receiving your item. Returns requested after the 30-day window will not be accepted.

Return shipping costs depend on the reason for the return:

  • We cover the return shipping (and will provide a prepaid label) if: You received the wrong item, the item arrived damaged, or there is a manufacturing defect.
  • The customer is responsible for return shipping (we will provide our return address) if: You simply changed your mind, or you ordered the wrong size.

Once we receive and inspect your returned item, we will process your refund within 3 business days. The funds will automatically be credited back to your original payment method.

Because the majority of RUSTIV orders are custom-made specifically for you, we cannot accept returns or exchanges once the final design has been approved and production has begun.