Frequently Asked Questions
What are your gallery hours?
We are open Monday through Saturday, 9:00 a.m. until 5:15 p.m. Central Standard Time. We are closed on Sunday. You can shop any time on our website.
What happens after I place an order using a secure online transaction?
Once you have placed your order online or by fax M.S. Rau confirms your order and you will receive an e-mail confirmation by the next business day. If the item can be sent to you by UPS, it will be processed and shipped out within 3 business days (usually the next business day) of payment confirmation. You will receive a printed invoice by mail (or by fax if you prefer). If the item is too large to ship via UPS and requires shipment by private carrier, or if you need to make special shipping arrangements, your sales consultant will contact you. You can also choose to place your order over the telephone.
How can I find out what the shipping cost will be on an item?
We have made every effort to include the shipping cost for each item listed in our online catalog. The shipping cost for many pieces, however, varies depending on its final destination. Those items are marked "pending" under shipping cost and can be determined once we know where you would like the item delivered. Your sales consultant will contact you within one business day to confirm the shipping quote and then charge your credit card for the purchase. Your credit card will not be charged until we receive approval on the shipping cost from you. All shipping costs are based on delivery within the continental United States. Foreign shipping costs must be determined on an individual basis.
When will my order arrive?
Items that can be shipped via standard, insured UPS will be sent within three working days (usually the next business day) of payment confirmation. These deliveries usually take 3-7 business days to arrive. If you would like to have your item shipped using an express service, please contact M.S. Rau to make special arrangements.
Will I receive a written receipt?
After you have placed your order, you will see a final receipt with all of the information concerning your purchase. You should print this page for your files. You will also receive an e-mail confirmation of your order within one business day. If you place your order via fax or over the phone, you will receive an e-mail confirmation and a final receipt with all of your purchase information. You may print this out for your records. A copy of your invoice will arrive with your item by mail (or by fax if you prefer).
What if I place an order for an item that has already been sold?
While we have made every effort to prevent this from happening, the rare occasion may arise when you place an order for an item that has been sold. In this unlikely event, we will contact you by e-mail within one business day and your credit card will not be charged.
How can I find out about items before they become available on the web site?
One of the best ways to add the finest items to your collection is to have access to them before anyone else does. By creating and account with M.S. Rau and completing your Collectors Profile, we can give you that advantage...and the service is FREE and confidential. Once you have joined, we will send you updates about newly acquired pieces, and particularly pieces that interest you.
What if my order arrives damaged?
M.S. Rau has been shipping items around the world for more than 80 years safely and expeditiously. While almost all of our items arrive without a problem to their final destination, we have prepared for the unlikely event that a piece is damaged in shipment. Every piece that is shipped is fully insured. If your item arrives damaged from UPS, please DO NOT throw away the box and packing materials. Contact your local UPS office and M.S. Rau as soon as possible. A UPS claims agent will come out to inspect the damage. They will contact us and together we will decide the best way to proceed. If your piece arrives by private carrier, it is ESSENTIAL that you carefully inspect the piece upon arrival. The driver will ask you to sign that you have approved and accepted the item. Once you have signed for the shipment, the insurance coverage is legally terminated. That's why it is very important that you inspect your items. If something is damaged, please contact M.S. Rau as soon as possible and we will work with the shipper. If your item is damaged you will have the option of receiving a full refund, having the piece repaired at no cost to you or exchanging the item for something else in our store. The choice is yours. Regarding the few reproduction pieces offered by M.S. Rau, including outdoor ironwork, chandeliers or lanterns, if your item arrives damaged, we will replace it at no extra charge to you.
Would M.S. Rau be interested in buying an antique from me?
If you have an item you would like to offer to us, please call a sales consultant for instructions on sending descriptions, photographs and your asking price. We cannot consider items unless you provide an asking price.
How can I check on the status of my order?
You can check on your order by calling your sales consultant directly.