FREQUENTLY ASKED QUESTIONS
How did you choose the name “Rustic Marlin”?
The company’s founders – Melanie and Brian O’Neil – wanted a name that reflected their products as well as their character. As self-proclaimed do-it-yourselfers, the very first signs they made were crafted from high-quality reclaimed wood from their New England home, so “rustic” was a natural fit. Brian’s love of fishing made “marlin” the perfect complement. And so, Rustic Marlin was born.
Can I change my order once it’s been placed?
We work hard to process your order quickly and efficiently, so you receive your product as soon as possible. Orders cannot be interrupted to accommodate any changes once they have been submitted.
Can I send my order as a gift?
Yes! We’re thrilled that you chose Rustic Marlin for your gift-giving needs! During the checkout process, you will be given the option of adding a gift note to your order for a more personal touch. Rest assured that we do not include pricing in our shipments (only the invoice – emailed to your email address – will include pricing.)
Can I hang your signs outside?
While many of our wood signs can be displayed inside or outside, a sheltered location is recommended. Even though our products are treated with an indoor/outdoor protective coating, they should be brought inside during extended inclement weather. NOTE: Sun exposure can fade, discolor and damage wood. We suggest treating our products with a water-based polyurethane if you’d like extra protection.
When will my order ship?
All orders ship within approximately two weeks. If you need to receive the item by a specific date, please contact us at info@rusticmarlin.com before placing your order. We offer the following rush processing 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.
How much is my shipping?
Shipping is $10 on all orders under $100. Free Shipping on orders 100+
Do you ship internationally?
Unfortunately at this time, we cannot ship outside of the US. We are so sorry for any inconvenience.
What should I do if I received the wrong item or if an item is missing?
In the unlikely event that we’ve sent you something you didn’t order, or an item is missing from your order, please contact us at info@rusticmarlin.com within 48 hours of receiving the product so that we can quickly and efficiently resolve the issue.
Can you fix an item that has a spelling or date error?
We are sorry to hear that your piece didn’t meet your expectations. Because every Rustic Marlin piece is made to order, we only accept returns if the product personalization differs from the information you provided when the order was submitted. NOTE: Rustic Marlin is not responsible for typos and/or mistakes made by the customer at the time of purchase, that is why it is so important to double check every detail before submitting your order.
Are the blocks in a Marlin Classic removable or interchangeable?
No. These blocks are attached to the sign and are 1” thick. While they do look similar to our Decorative Wooden Blocks, the Decorative Wooden Blocks are 2” thick and created to stand on a shelf or mantel.
May I order frames for Decorative Wooden Blocks purchased?
Decorative Wooden Blocks are created to stand alone on a mantel, shelf or other location. Our Marlin Classic signs appear to have Decorative Wooden 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 Decorative Wooden Blocks and this weight allows them to be hung on a wall more effectively.
Will I receive a digital proof of my order?
We do not send out digital proofs but we do have multiple quality checks along the way and are confident you will receive exactly what you ordered. NOTE: Rustic Marlin is not responsible for typos and/or mistakes made by the customer at the time of purchase, that is why it is so important to double check every detail before submitting your order.
Can I pick up my order instead of having it delivered?
Yes! We offer free curbside pickup! During checkout, simply select the pick up option under “Delivery Method” to pick up your order at our Corporate Headquarters at 389 Columbia Road in Hanover, MA. We have a designated Customer Pick Up Area in front of our building to accommodate 24/7 pick up.
Can I schedule a tour of Rustic Marlin’s headquarters?
We are a true manufacturing facility and, due to safety and insurance reasons, we are unable to offer tours at this time. You can, however, stop by the outside of our headquarters at 389 Columbia Road in Hanover, MA and browse our 24/7 honor-system shop.
How do we hang our piece at home?
All hanging products include a keyhole or hooks on the back of the sign for hanging. If you have any trouble hanging your piece please email us at info@rusticmarlin.com or call us at 508.376.1004, Monday through Friday 9am-5pm (EST).
What if my item does not look like the photo on the website?
Our products are made to capture unique rustic charm. We call it "perfectly imperfect". The final product may vary slightly from photos shown or previous items you have received, but you can rest assured knowing you will not find your exact piece anywhere else!
Where can I send a photo of my Rustic Marlin piece?
We love customer photos! Please email your photos to: info@rusticmarlin.com or tag us on social @rusticmarlin and you could be featured on our social media channels or website!
What kind of materials do you use in Rustic Marlin products?
All of our wooden products are made of rustic pine. We use premium-quality cotton-based materials for our textiles. See product description for full content and care information.
What is your return policy?
All items are made to order and are considered final sales 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 within 48 hours of receipt at info@rusticmarlin.com and please include photos.
Do I have to pay sales tax?
You only have to pay the 6.25% 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 website 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.
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.
Yes! An eGift Card is a digital Rustic Marlin gift card sent via email that your recipient can redeem online, at our 24/7 kiosk or at participating retailers. Simply choose an eGift design, add a personal message and the amount you’d like to give, enter an email address, then hit send.
Can I sell your products in my store?
We are thrilled that you’d like to sell our products in your store. Please email partners@rusticmarlin.com or complete the application on our Wholesale Page and we will be in touch!
Where do you get all of your beautiful lifestyle photos?
Sisters Margaret Heinke and Natalie Colbert are the duo behind the lens of Ladybug Photography: Rustic Marlin's official photographer. Their business specializes in newborns, families, product photography & styling, high school seniors and headshots. Click here to visit their website, contact them via email at ladybugfoto@mac.com or check out their Facebook page!