FAQ

Where does the name Rustic Marlin come from?
Founders Brian and Melanie O’Neil wanted a company name that reflected both their product and their personalities. As self-proclaimed DIYers, they wanted to create a line of products that embodied the style of their home’s décor, making “rustic” a natural fit. Incorporating Brian’s passion as a fisherman, they agreed that “marlin” had a great ring to it – and they knew the logo would be cool! We still agree on both counts. 

I plan to send my order as a gift.  How do you send the order and is pricing included?
Rustic Marlin signs make wonderful gifts!  All orders are wrapped in our Kraft paper and you may include a personalized gift message can be included on a note card at no extra charge.  Simply make this selection upon checkout. The invoice is only emailed to you. The receiver will not receive a hard copy of any pricing with their gift.

Where can I send a photo of my Rustic Marlin piece?
We love customer photos! Please email your photos to: rmlove@rusticmarlin.com and you could be featured on our social feed or website!

What kind of wood do you use in Rustic Marlin products?
All of our products are made of rustic New England Pine.

Can your products be hung outdoors? 
All our products are treated with an indoor/outdoor water based protective coating. When exposed to weather and sun over the years, you may opt to reapply an outdoor sealer.

May I order my frame in a different color?
Currently, all frames are available as shown on their respective product detail page.  Most items are only available in either our Natural or White color options.

I ordered an item with a spelling or date error. Can you fix it?
We are sorry to hear of the mishap with your custom sign. Since each Rustic Marlin item is made to order, we only accept returns if the product personalization differs from the information you provided while submitting your order.

Are the blocks in a Marlin Classic removable?
The blocks within a Marlin Classic are attached to the entire sign and are 1” thick compared to our Rustic Blocks which are a separate product created to be 2” thick to stand on a shelf.

May I order a frame for Rustic Blocks purchased?
Rustic Blocks are created to be standalone items on a mantel, shelf or other location.  Our Marlin Classic signs appear to have Rustic Blocks inside of them due to the similar block appearance, but our framed signs are a completely different item.  Marlin Classics are half the width of Rustic Blocks and this weight allows them to be hung on a wall more effectively.

Can I order by telephone?
You can always place an order by telephone Monday thru Friday 8:00 am - 5:00 pm (EST) by calling 508.376.1004. Orders may also be placed by emailing info@rusticmarlin.com or fax at 1.866.559.9539.

How can I check my order status?
You can call 508.376.1004 or email info@rusticmarlin.com, Monday thru Friday 8:00 am - 5:00 pm (EST) and we are happy to provide an update on your order status.

How do I change quantities or cancel an item in my order? 
If you made an error upon order entry, please contact us at info@rusticmarlin.com right away and we will do our best to assist you in making any orders changes.  However, please note that all items are made to order and moved into production almost immediately upon receipt.  If your order has begun processing or has shipped, no changes or refunds can be processed. 

Will I receive a digital proof of my order?
We will send a digital proof for all truly custom images. However, standard items such as Marlin Classics + Rustic Blocks are produced without a digital proof. Please allow up to 2-4 business days to receive your digital proof.

May I pick up rather than ship my order?
We definitely appreciate your desire to pick up your order.  If you would like to find a location where you can order a sign and pick up in person, please visit any of our retailers that carry Rustic Marlin products.  You may find the complete list of stores at http://www.rusticmarlin.com/apps/retail-locator. Due to insurance reasons we are not able to allow customers to pick up orders at Rustic Marlin’s headquarters as we are a true manufacturing facility with respective liabilities.  

May I schedule a tour of Rustic Marlin’s headquarters?
We would love to offer tours of Rustic Marlin!  However, we are a true manufacturing facility and due to safety and insurance reasons we are not able to offer tours at this time.  Feel free to view our products in person at any time by visiting one of our retail stores: http://www.rusticmarlin.com/apps/retail-locator.

How do we hang our piece at home?
Glad to hear that you love your new Rustic Marlin piece.  We have attached hooks to the back of the sign that can be hung on screws drilled into the studs of your wall.  The hooks on the back of the sign can be moved a little if you need to adjust them to each land on a stud.  You can just use a drill to remove the screw in the hook and slide right or left as your measurements require.  If no studs are available, there are also several types of wall anchors available at any hardware store. We hope this helps to provide some insight.  If you have additional installation questions, please feel free to let us know.  Good luck hanging the piece and we would love to see a photo once you have it up!

What if my item does not look like the photo on the website? 
All items are handcrafted and distressed to create a rustic and weathered appearance. Each item is unique and final products may vary from photos shown.

What if I received the wrong product or if an item is missing? 
If you feel that you have received the wrong product or that an item is missing, please contact us at info@rusticmarlin.com within 48 hours of receiving the product. 

What is your return policy?
All items are made to order and are non-returnable.  If your item arrives damaged, contact us at info@rusticmarlin.com or 508.376.1004 and we would be happy to assist you. 

Do I have to pay sales tax? 
You only have to pay sales tax if your shipping address is located in Massachusetts. 

When will my credit card be charged?
Your credit card will be charged within 24 hours prior to shipment of your item(s).  

What if I have a question on my charges?
Click the "Your Account" link at the top right hand side of our site to review your orders. You may compare your order history on our website with your financial records. If you have further questions or concerns, please contact us at info@rusticmarlin.com for further assistance.

How do I sign up for a customer account?
In the top right hand corner of the website, click on the “Your Account” link, then click the link “Sign up” next to “New Customer.”

What if I forgot my password?
Click the “Your Account" link at the top right hand side of our site. Under the login box you'll see a link that says, "Forgot your password? Click here". That link will send an email to you with your password.  

How can I receive a copy of my receipt/invoice?
You will receive a copy of your invoice after your order ships.  If you would like to retrieve another copy, you may click the "Your Account” link at the top right hand side of our site to print invoices. 

How much is my shipping? 
Shipping is automatically calculated prior to submitting your payment information.  Simply add items to your cart and proceed to the Checkout page where you will be offered Shipping Method choices and their prices. 

Do you ship globally?
Yes! We are so excited to spread RM love around the world! Due to the nature of our products (wood = heavy) we need to charge an international shipping surcharge. We know you won’t be disappointed though!  Feel free to contact us at info@rusticmarlin.com or 508.376.1004 and we would be happy to assist you. 

When will my order ship? 
Items will ship in approximately 1-2 weeks. If you need to receive the item by a specific date, please contact us before purchasing. After placing your order, you may click the "Your Account" link at the top right hand side of our site to track the status of your order. You will receive a shipment confirmation when your order has shipped and tracking information within 24-48 hours of shipment.

Can I sell your product in my store? 
Yes!  Please see our Wholesale Page for more details.