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- Frequently Asked Questions
Frequently Asked Questions
Need answers or assistance? Please view our Customer Service FAQ's to see if your question is answered there.
If you can't find an answer, feel free to contact us. It's the best and fastest way to contact our Customer Service Specialists.
Q: How do I check the status of my order?
A: You can quickly check the status of your order by clicking on the My Account link located at the top of every page on the site and by clicking here. You will need your registered email address and password to check your order status.When you place an order at aghomestore.com you will receive an order confirmation e-mail immediately that will include your order number and summary.
If you do not have your order number please refer to your e-mail confirmation or contact us by clicking here or email: customerservice@aghomestore.com. We can also be reached toll free at 1-877-791-4201, Monday to Friday, 11am to 5pm (PST).
Q: What do I do if my furniture arrives damaged?
A: We request that you inspect your item(s) upon delivery. You have 72 hours from time of delivery to contact customer service to report the damage item(s). Please contact us using our damaged form for assistance or via email: damages@aghomestore.com on any damaged items issue. Please include digital images of damages with your description. We will immediately process your claim and determine the best plan for repair or replacement. We provide refunds and substitutions only if the item(s) that you have purchased are no longer available. It is imperative that you keep all packing materials and the damaged pieces so that a pick-up/call tag can be issued for the damaged items.If, during delivery, it is obvious that there is damage, you may ask the driver to open the carton and inspect the contents with you. Upon inspection, if damage is found you may refuse the shipment and write, "Refused, due to damage" on the delivery receipt. Be sure to keep a copy of the delivery receipt with your damage notations and contact customer service within 24 hours of receipt of the item.
We will file any damage claims necessary and will choose to repair or replace the damaged product. We may require digital images of the damage or defect before a repair or replacement can be arranged. After accepting delivery, please keep all packaging materials for 30 days in case you discover damage or defects after delivery. You are responsible to save the damaged items either until someone comes to pick up or inspect the damage, at our discretion.
Returned items that are found to be in working condition or shipped as ordered may not be eligible for a refund. In such a case we will email you for your decision on whether to ship the item back to you at your expense or be refunded with a 50% restocking fee and store credit.
Q: What is your return policy?
A: All product(s) must be returned within 30 days of original delivery date. All returns must be in original packing and in new condition. The actual shipping cost is non-refundable and there is a 15% restocking fee from the original product price. Please see our return policy, for details.
Q: Do I need a RMA for returns or exchanges?
A: Yes, any merchandise returned to us unauthorized will be refused. Please contact us for a RMA number. Please ship your parcel back to us freight prepaid! We suggest that you use FedEx Ground Service "Insured". Sorry, we cannot accept COD or freight-collect shipments. No goods will be accepted for exchange or return without authorization.
Q: How do I return an item?
A: If you wish to make a return or exchange, please follow these steps:
- Returns cannot be accepted beyond 30 days from the original delivery date.
- Custom Order items are sold as is and are not subject to return, except for damaged or defective merchandise.
- All return items must arrive back to aghomestore.com in resalable condition. Products must be new, unused, unaltered and uninstalled. The items must arrive with the original packaging and accessories. Products not in original condition will not be accepted for return.
- Please Contact us or call toll free at 1-877-791-4201 or email: returns@aghomestore.com for a Return Authorization Number prior to returning the product. Products will not be accepted without a Return Authorization Number.
- Indicate your Return Authorization Number on the packing slip and include your packing slip with your return.
- Write your Return Authorization Number on a blank piece of paper and securely tape it to the outside of the package to be returned.
- Returns must be shipped prepaid and insured directly to Artistic Gallery Store. If the return is due to Artistic Gallery Home Store error, we will pay for the cost of shipping. Please contact us or email: returns@aghomestore.com for return authorization and instructions.
- Our item(s) are shipped "Free Shipping," we will charge our "actual" outbound shipping charges. All returns for any reason are subject to a 15% restocking fee. The restocking fee is only waived if there is an exchange for an item of equal value or greater, or a store credit. Round trip “actual” shipping charges will still apply. Shipping and handling cannot be reimbursed, so please be aware that our actual shipping costs will be deducted from your return refund.
- Ship returns to:
Attn: Returns
16441 Magnolia Street Suite B
Westminster, Ca 92683
Q: Is it safe to use my credit card online?
A: Yes. Whenever you place an order on our website, your credit card (or other payment) information is protected by Secure Sockets Layer (SSL), a sophisticated technology that encrypts all your private information as it travels over the Internet. For details on this and other ways we protect your security, see our privacy statement.
Q: Will I have to assemble my furniture?
A: Most furniture requires some assembly using everyday household tools such as screwdrivers and wrenches.
Q: What if my product is backordered or discontinued?
A: We do our best to ensure products are in stock but they can, from time, to time, become backordered or discontinued by our suppliers. We will notify you as soon as we become aware of a backorder or discontinuation. You will be given the option to keep your order (if backordered) or cancel for a full refund (in either case).
Q: Will my item look exactly like the picture?
A: Artistic Gallery Home Store makes every effort to provide high quality images, and measurements to assist you in selecting your order. However, images may vary in color depending on your monitor color settings. Sometimes measurements are rounded off, and occasionally they will vary slightly from the description. If precise dimensions or colors are critical to your order we suggest contacting us by phone or e-mail in order to further assist you. Please note: We are not responsible for color variations or measurements that slightly off (three inches or less). All Returns will be subject to our return policies & fees.
Q: Do you charge sales tax?
A: There is no sales tax collected on any order shipped outside of California. Artistic Gallery Home Store will collect the appropriate sales tax for orders shipped within CA State.
Q: How long will it take to receive my order?
A: Some items are shipped directly to you from the manufacturer; others are shipped from our California Warehouse. Once an item is put on the truck, delivery usually takes from 5-14 business days. Many items are in stock and will be shipped within 7-10 business days of ordering. However, please allow up to 4-6 weeks since some items may be on backorder or must be ordered specifically for you. Our shipping department will email you tracking information for your order when it ships.
Q: How will you ship my order?
A: Artistic Gallery Home Store offers nationwide delivery within the 48 US contiguous states. Shipments weighing less than 150 lbs. are usually made using common carriers such as FedEx, UPS, and DHL. Items shipped via common carrier will normally take about 5-7 business days or less to arrive to the customer's home once it has shipped. Common carriers do not normally call in advance to schedule a delivery. If the customer is not home, the carrier will generally leave the package at the front door with no signature required.Items weighing more than 150 lbs. are usually shipped by the freight company. Items shipped via Freight usually take about 7-14 business days to arrive to the customer’s home once it has shipped. The delivery agent will contact the customer to set up a delivery time which is most convenient for the customer.
Q: What about delivery confirmation?
A: We send tracking numbers through our automated e-mail system. This will allow you to track your order to your door. You will usually receive a phone call for large items that ship via Freight to work out shipping details.
Q. What is your cancellation policy?
A. We go out of our way to ship as quickly as possible and will make every attempt to cancel your order. However, many of our products ship direct from the manufacturer to you.Cancellations will only be accepted within 24 hours of orders being placed if item has not shipped.
We will need to confirm with the individual manufacturer that your order has not been shipped. Once we have confirmation that your order has been cancelled, we will credit your original credit card. Orders already in transit can't be canceled.
Requests to cancel your order can be accepted by calling customer support at 1-877-791-4201 or contact us by clicking here or by emailing us: customerservice@aghomestore.com
If we were not able to cancel your order and it has already been shipped, please do not refuse the shipment as this could result in cancellation fees being assessed. Please contact Customer Support for return instructions.
Q: Do you ship internationally?
A: Sorry, but we do not deliver products internationally at this time.
Q: Do you deliver to APO/FPO?
A: Sorry, but we do not deliver to APO/FPO at this time.
Q: What is free shipping and how do you ship those orders?
A: Free shipping is that, its free! When shipping smaller furniture we typically use ground carriers like UPS or FedEx. For larger items we will use a freight company to deliver it to the threshold or first covered space.
Q. When am I charged for my order?
A. All orders placed begin to process immediately with our manufacturers, therefore, your card is charged at the time you submit your order.
Q. What forms of payment do you accept?
A. Visa, Master-card, Discover, American Express, Paypal, Check, Cashier’s Check and Money Order.
Q: What is In-House delivery?
A: This option is only available for local Delivery, based on your zip code and its proximity to our store, located in Westminster, California . Upon delivery, our friendly delivery professionals will bring the item into your home, place it where you want it, inspect it, and remove packaging materials as needed. Assembly is not included. Please be available to witness the removal of the packaging material from the item. In the event you see any damage to the box and/or the item itself, please contact us immediately before accepting the product.In-House deliveries are typically made 1-2 weeks from the date of shipment between 9:00 AM and 5:00 PM, Monday through Friday. The delivery agent will call to schedule a 4-hour window for delivery. A specific time for delivery can be arranged for an additional fee.
Q: What is acrylic gel texture framed art?
A: Acrylic texture-glazed framed arts are becoming more popular in today's contemporary art trends. Acrylic gel texture finish provides a canvas like appeal without glare or reflection. Acrylic gel texture arts comes hand-finished with a nonreflective 100% acrylic polymer coating that protects the art image. This is not the traditional glass or plexi-glass glazing but rather a highly textured gel-coat finish. Images are framed and ready-to-hang.
