Frequently Asked Questions

Where does the name Rustic Marlin come from? 
Founders Melanie and Brian wanted a name that reflected both the product and their personalities. As self-proclaimed DIYers, originally working with product from their New England home, “rustic” was a natural fit. Incorporating Brian’s passion as a fisherman made “marlin” an appropriate second choice—plus, it makes a great logo!

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!  A personalized gift message and gift wrap may be included for a nominal fee. Please make that selecting when adding each item to the cart. The invoice is only emailed to your email address and we do not include pricing with our shipments.

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

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

Can your products be hung outdoors? 
Our products are treated with an indoor/outdoor water based protective coating. Many can be used inside or out, however a sheltered location is recommended. All products should be brought inside during inclement weather.

When will my order ship? 
All orders ship via UPS Ground within approximately 2 weeks upon placing your order (or receipt of proof approval when required). If you need to receive the item by a specific date, we offer the following rush options:

Rush Processing Options (per item):
            $20 Rush Fee: ships within 6-10 business days
            $40 Rush Fee: ships within 3-5 business days

Note: Rush processing is for production only. If you require expedited shipping, please contact us upon placing your order. You will incur the additional cost.

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.

I ordered an item with a spelling or date error. Can you fix it?
We are sorry to hear of the mishap with your piece. Every Rustic Marlin piece 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?
No. The blocks within a Marlin Classic are attached to the entire sign and are 1” thick compared to our Rustic Blocks that are a separate product created to be 2” thick to stand on a shelf.

May I order frames for Rustic Blocks purchased?
Rustic Blocks are created to stand alone 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.

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 508.376.1004 or info@rusticmarlin.com right away and we will do our best to assist you in making any changes. Please note that once an order is in production or has shipped, cancellations and order changes may not be able to be accommodated.

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.  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.  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 here.

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.

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 is your return policy?
All orders are made to order and are considered final upon order receipt by Rustic Marlin. No unauthorized returns will be accepted. We only accept returns if product arrives damaged or personalization differs from the information provided. Please inspect all items at time of delivery.

If your product arrives damaged or with discrepancy, please contact us right away at info@rusticmarlin.com. If you are able to include pictures, please do.

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

What if I have a question on my charges?
Click the "My 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 “Account” link, then click the link “Register” in the New Customer section.

What if I forgot my password? 
Click on the “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?". 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 "My Account" link at the top right hand side of our site to print invoices. 

How much is my shipping? 
Shipping is calculated based on the weights and dimensions of the items in your cart and is visible before 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. 

Can I sell your product in my store?  
Please see our Wholesale Page for more details in becoming a potential retailer.