FAQ


Ordering

How can I place an order?

Orders are placed on this website by creating a unique account with your own login and password. Create an account by using the “Login” link at the top of the page, then clicking “Don’t have an account,” or at checkout, an account can be created from the information requested. When you return to this site, logging in will automatically recall your billing and shipping information. This process allows A+R to provide a high level of security for your personal information, and it enables you to personally and securely update your billing and shipping information and other necessary details. It also allows you to keep track of your orders, update your billing and shipping information and other useful data. If you prefer not to create an account with us, you can place an order by phoning 800-913-0071 x1, between the hours of 9:30 and 4 p.m. PST, Monday through Friday.

In addition, you may also choose to checkout as a guest, without creating an account. In this case only information related to your order will be stored and no account will be created.

What forms of payment do you accept?

A+R accepts Visa, MasterCard, American Express, Discover, JCB, Diners Club and PayPal. Wire transfers and check payments are also available by special arrangement (please contact us at 800-913-0071 x1). Trade orders may be subject to a surcharge if paid by credit card; please contact your sales associate for details.

Mobile Orders may be paid with the credit cards listed above, and in addition Shopify Pay, Apple Pay and Google Pay.

How is my information secure?

Security is a priority, and A+R maintains several security measures to protect your personal data. SSL [Secure Sockets Layer] encryption technology is used on all pages of the A+R website. A+R uses the shopify platform, which means we are fully PCI compliant and never store payment information. See www.shopify.com/pci-compliant for more details.

How can I track my order?

Upon placing an order, an email will be sent to you confirming your order. A second email containing tracking will be sent to you once the order is shipped. You can also check the progress of your shipment by logging on to your account and going to “Order History” which displays on the main page of your account after logging in. You can click your order number to view order details, such as tracking.

Many orders of furniture and larger items will ship freight, in this case we will communicate with you via phone and/or email to advise shipping and delivery schedules.

What if the item I want is not available?

If your order includes an item or items not in stock, we will contact you within two (2) business days with the anticipated lead-time. At that time, if you choose not to wait, reply to the A+R email about your order to receive a complete refund.

What about items that show a longer lead-time?

Items with a longer lead-time are listed on the product page or on the selection of an option on the product page. These items will be considered a special order (see next section regarding special order terms).
Lead times are approximate and based on our experience ordering the product. After we receive an order for such an item we will confirm the lead time with the manufacturer and inform you of it. At this point you will have the choice to cancel the order if you so choose. Depending on the order, you may be asked to sign a special order form acknowledging our terms and conditions.

What is a special order?

A special order is a product or option that is not regularly stocked and that is non-returnable and non-refundable.
Special orders may require a signed agreement between the Client and A+R. Cancellation is only accepted within 48 hours of receipt of the signed agreement, regardless of when the cancellation falls during the 7-day week. Cancellation requests must be submitted in writing via email to orders@aplusrstore.com.

A+R cannot be held responsible for loss, delay, damage or cost involved with any delay associated with the product shipment or delivery. A+R makes no implicit guarantee of delivery date or arrival times for special order purchases. A+R will make every effort to maintain a timely delivery of a special order within the time frame agreed upon and in keeping the Client informed of any possible delays. In the case of damages caused by shipping, Client must notify A+R in writing with photographic evidence within 48 hours of signed receipt of the order. Before receiving and signing for a shipment/delivery, A+R strongly advises Client inspection of the shipment/delivery for outward signs of damage.

Will I be charged sales tax?

Regulations and laws regarding taxation of merchandise, freight and handling are unique to state and province. Your shipping address determines the sales taxes estimated on your order which, if required, is applied at checkout. Generally, sales tax is always applied to orders shipping in California, whereas most out of state shipments are not subject to sales tax.

Can I cancel an order?

Orders can be canceled within 24 hours of being placed and no later. Please contact us with your order number to cancel an order. For policies regarding Special Orders, please refer to the section above.

What if I forgot my password?

On the Login page, click on "Forgot Your Password" link. The reset link will expire if not used within 24 hours.

Shipping

How do I qualify for free shipping?

Most orders totaling more than $100, pre tax, qualify for complimentary shipping in the continental United States.
Some special orders or bulky products, including furniture, rugs or lighting, can incur a shipping surcharge. If shipping charges apply, these will be applied at checkout.

Freight shipping includes only standard curbside delivery and does not include “white glove” service, inside delivery, or furniture assembly. In most instances, we can arrange for inside or “white glove” delivery; please email us at orders@aplusrstore.com with your order number for more details, or contact us prior to placing the order. On orders shipping via freight, you will be contacted in advance to schedule a delivery window during weekday business hours.

How quickly will my order ship?

Orders for in-stock inventory typically ship within 48 hours (Friday, and some weekend and holiday orders might take slightly longer). Shipment times on special orders and back order items vary. Please check product page or contact a representative for details. If we cannot ship a complete or partial order that shows in stock at the time of order within 48 hours we will inform you on the next business day with the new shipment date via email.

What about partial shipments?

Inventory levels or some special orders might make it necessary to ship partial orders. In those cases we will inform you by email of the shipment details. Shipment charges are not affected.

How can I get it faster?

Most shipments travel UPS ground (average 5 business days). For faster service, UPS 3-day, 2-day and overnight options are available. Please contact orders@aplusrstore.com with your order number or talk to your A+R Design Adviser for a quote.

Do you ship internationally?

We are happy to ship internationally, please contact us to receive a quote for international shipping at Orders@aplusrstore.com

Returns

What is the policy on returns?

Customer service is a priority at A+R, and we strive to take care of clients fairly and reasonably. We hope you will be fair and reasonable with us, too. Most purchases can be returned for a full refund, less shipping fees, within 21 days from delivery date as long as product is in its original, unused condition and returned to us with the packing, inserts and tags in original, saleable condition. Purchases during the holiday season (November 14-December 24) can be returned with receipt until January 14 of the following year.

Returns or exchanges are NEVER accepted on the following:

  • Special orders, defined as orders of products that are not normally stocked, or those that require upholstery or other custom, individual or non-standard finishes, are non-returnable.
  • Personal products, including bedding, beauty products, intimate apparel, sexual well-being wares or other products that cannot be resold for health and sanitary reasons. This policy helps us maintain quality control and safety guidelines, and ensures that these personal products are in 100% original, pre-opened condition.
  • Products involving assembly that are assembled are no longer considered to be in original condition and may not be returned under this policy.
  • Products available at reduced prices are final sale. They cannot be returned or exchanged for product or credit.

All returns require pre-authorization, and client is responsible for shipping costs associated with returning the product to A+R address authorized as the location to return. Shipping charges assessed when placing an order should not be deduced as an estimate for return shipping costs. On orders of more than $500 with free shipping and on orders of furniture, lighting or rugs, A+R reserves the right to charge a restocking fee of 20%, payable at the time return is authorized (if the item is not subject to special order terms). Once returned purchase is received at an A+R location, please allow 1-2 weeks for processing. Refunds are made in the same form as the original payment.

International orders are non-returnable.

How do I return an item?

Please email us at returns@aplusrstore.com with the order number, details on the item(s) you want to return, the reason for the return and photographs if necessary. If item is a gift and the order number is unavailable, please provide your name and address. You should receive an email with instructions within 3 business days from the receipt of your request. Returns are processed according to A+R policy terms. Gifts purchased online and returned are not redeemable for cash; a credit will be issued that can only be redeemed online via aplusrstore.com. Online credits cannot be redeemed in-store at A+R. For shipments sent back to any A+R location as "Return to Sender," all shipping fees and any restocking fees assessed by the receiving warehouse or showroom will be deducted from refund.

What if the product arrives damaged?

Before receiving and signing for a shipment/delivery, A+R strongly advises Client inspection of the shipment/delivery for outward signs of damage, which should be noted on the delivery slip and confirmed with delivery personnel. If a problem exists, contact orders@aplusrstore.com within 48 hours of shipment receipt with a brief description and order number (a photograph of the damage might also be required). Please keep the damaged product, original packing material and merchandise tags until a replacement is arranged. In cases where the damaged product must be returned to A+R, you may have to provide supplementary packing materials if the original packaging has been compromised during the original delivery to you.

A+R will not be liable for damages that are reported more than 48 hours after delivery.

Privacy Policy

What is your privacy policy?

A+R is committed to protecting your privacy. To process a purchase on our site, we collect your email, shipping, billing and credit card information.For more details see www.shopify.com/legal/privacy.

During the cycle of the purchase, it might be necessary to contact you by e-mail or by phone to respond to customer service questions you have submitted, to address an issue affecting your order or your use of the website, or to send you a confirmation message upon completion of the account registration process.

Does A+R share information?

No. We will never sell, rent or disclose this information to any third party. A+R is committed to the guidelines and practices adopted by the Direct Marketing Association's "Privacy Promise to American Consumers.”