Shipping & Returns

We have a flat rate shipping fee of $25 within Canada for packages under 30 x 30" and 25 lbs. If you package exceeds this size/weight we will contact you with updated shipping cost. International rates will be calculated separately.

We pack all our frames/panels/tondos in plastic for shipping. We used recycled boxes, so you never quite know what type of box it will show up in, but we think that's part of the fun.

We make our best efforts to properly pack the pieces, however sometimes damage can happen in transit - if something shows up damaged please message us right away and we will make sure to send you a replacement. 

If your item arrives damaged in shipping, or has a building defect, please let us know within 72 hours of receiving your shipment, and we will replace damaged or defective items.

As we make everything by hand, small variations can occur - our tolerances are within 1/16" of an inch within any direction. Replacements will only be provided if the measurements are out more than 1/16" in any direction.

Please note that as we use natural materials, there are variations in the wood that can occur. These include knots on the secondary wood (or interior of the oak), different graining patterns, and variations in wood colour. These are considered aesthetic elements, and not defects.

If you receive your shipment and you are dissatisfied with an aesthetic element that does not effect the usability of the frame, we may offer a replacement at our discretion. In this case, the customer is responsible for return shipping, and Rustic Burl will cover the shipping for the replacement.