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Arteriors

Customer Care / FAQs

Search commonly asked questions prior to contacting the Customer Care department. You just might find the answer you need! 

General Questions

Q: How do I interact with Arteriors through Social Media?
Arteriors is a very social company, and we are actively engaged in a variety of venues. From Facebook to Instagram to Pinterest, there are a number of ways for you to share ideas, comments and images with the Arteriors community at large. Clicking on an icon will take you our page where you can choose to participate or just hang out and see what all the buzz is about. We hope you’ll join in the fun!
Q: How do I find a Sales Representative?
You can search for your local Home or Contract representative on our Find Us page. Home representatives service Retail and Residential clients and Contract representatives service Hospitality and Commercial clients.
Q: What is the California Title 20 compliance surcharge and how does it effect me?

Title 20 is a law intended to drive down electrical energy consumption in the state of California. It establishes minimum performance standards for appliances, including lighting. 

 

Portable Luminaires with E12, E17, or E26 screw-based socket are required to be prepackaged and sold together with one screw-based compact fluorescent lamp or screw-based LED lamp for each screw-based socket on the portable luminaire.

 

In order to comply with California Tile 20 requirements, Arteriors is including required energy efficient light bulbs in the table lamp and floor lamp boxes for orders shipped into the state of California. These customers will see a surcharge line on their invoice to handle this additional requirement. If you have additional questions on this requirement or this surcharge, please contact customer care.

Q: Can you send me a catalog?
Our catalogs are available to the trade only. You may submit a request online to receive a catalog. In an effort to reduce negative impact on the environment wherever possible, we encourage you to view our current catalogs here.
Q: How do I remove my name from your catalog mailing list?
Please Contact Marketing to remove your name from the mailing list. Be aware that this process may take up to 30 days.
Q: Do you sell direct to consumers?
Arteriors product is available to the design trade only for residential and commercial environments. Find your local residential or contract representative here. Consumers may locate a retailer in their area on our Find Us page. In addition, as a registered consumer you may design and purchase any of the Mottega by Arteriors lamps
Q: What is Arteriors’ Privacy Policy?
You may view our privacy policy here.

Product Questions

Q: Is Arteriors product available for customization?
Customization is available through our private label programs and contract/hospitality department. Contact privatelabel@arteriorshome.com for more details on private brand and acontract@arteriorscontract.com for contract/hospitality.
Q: How do I know which items are available immediately?
All items have an availability status. You can view this on each product detail page or Quick Look, as well as filter your product search on a specific availability. If the item is not in stock, an inventory status and expected ship date will appear on the product detail page.
Q: Where can I find assembly instructions?
Many of our products include online Assembly/Installation instructions. Go to the product detail page and look for a downloadable file in the specifications section. Not finding what you need? Please contact Customer Care.
Q: What do I do if I purchase an item requiring assembly that is missing parts?
Contact Customer Care immediately. Please provide us with the SKU/Item number of the piece that needs replacement hardware.

Account Questions

Q: My company has an account with Arteriors, how do I add my email address to it?
To add your email address to an existing Company account. You must contact Customer Care.
Q: I created an account online, but I still don’t see Trade Pricing, what happened?
Each account is approved by our Customer Care department after registration. This process may take up to 72 hours. During this time you may browse our site, add items to your cart or portfolio. You will receive an email once your account has been approved for Trade Pricing. If it has been 72 hours and you have not received approval, please contact Customer Care or call 972.488.9800
Q: I am an Arteriors retailer, how do I add my location to your Find Us page?
The Find Us part of our website uses an automated monthly process to evaluate each retail storefront account in our system, and will publish retailers who exceed a minimum level of annualized sales with Arteriors.  High volume retailers that stock a significant amount of Arteriors products will be denoted as a Premium retailer on our Find Us web page.
Q: How do I create an account?
Create a new account at our Create an Account page. Please note, that if you already have an account, you only need to sign in with your existing username (your email) and password.
Q: I forgot my password; how do I reset or change it?
Go to our sign in page and reset your password in a few simple steps. Start by clicking the link titled “I forgot my password” next to your login ID.

Upholstery Questions

Q: Where is the product made?

The Arteriors’ Upholstery Collection is made in the USA.

Q: What styles are available?

We currently offer 10 designs in the 2015 collection.

Q: What is the warranty on the product?

Frames and springs, when subjected to normal use under normal conditions, are warranted for as long as the upholstered product is covered in its original fabric or leather.  Fabric is not included in the warranty.

Q: Of what materials are the frames made?

Each piece in our debut upholstery collection has been created with the highest attention to detail. Handcrafted by artisans in the USA, each frame is constructed with FSC-Certified, kiln-dried hardwoods that have been sustainably sourced. Built to last, our frames feature reinforced, double doweled stress joints and heavily braced corner blocks for added durability.

Q: What type of seating support do you offer?

The Christophe Sofa, Christophe Bench, Duprey Settee, Duprey Chair, Lucia Chair, Lucia Settee, Mustique Settee, Mustique Chair all feature our No-Sag Seating System. The No-Sag system consists of 8-gauge sinuous springs that are placed in a lateral direction along the length of a chair or settee. Two 8-guage runners are mounted side-to-side for additional support. While the industry standard is to place springs 7-10 inches apart, our springs are placed every 3-4 inches for extra reinforcement and added longevity.

Soft Edge Seating 
Featured on the Rupert Sofa
Soft Edge uses the same 8-gauge sinuous springs placed laterally and side-to-side. Because the Rupert design features a more robust frame, an additional row is placed along the front edge of the sofa for added flexibility.

Webbing Suspension 
Featured on the Vernon Settee
Bands of webbing are woven throughout the seat, back and frame. The webbing is composed of both natural and synthetic fibers. This allows for a sleeker, lower-profile deck.

Q: Is custom framing available?

We are not currently offering custom framing options.

Q: What type of fill is used and are there custom options?

The Arteriors’ upholstery collection is designed with premium materials to provide a perfect balance of comfort and style. All Arteriors’ upholstery pieces include standard hypoallergenic foam wrapped with polyester Dacron fill.  Several pieces offer alternative seating fill options. All pillows are a 90% Goose feather/10% Goose-down blend. We only use goose feathers in our products which are smaller and softer to provide a more luxurious experience.

The Mustique Chair, Mustique Settee and the Rupert Sofa are offered with two options of fill - one of these options must be selected when placing an order.

Cloud Fill (Option on Mustique and Rupert)
Our Cloud Fill is a low-maintenance option that provides both comfort and durability. The Cloud Fill seat consists of a foam core wrapped in two layers of polyester Dacron fiber for extra softness. The polyester is air-spun so it will not clump or crumble over time.

Feather Fill (Option on Mustique and Rupert)
Feather Fill is softer and more luxurious than our Standard Fill. The same foam core insert is enveloped with a mix of 45% goose feathers, 5% down and 50% polyester fibers. Channels prevent shifting and clumping. To reduce dander and provide a more luxurious experience, our goose feathers and down are pre-washed and air-blown at the factory.

Q: How many fabrics are offered?

We are currently offering 4 Fabrics choices – Velvet, Linen, Muslin and Leather.

Q: What are the color options on the fabrics?

We are currently offering 13 color options in 3 fabric choices: Harbor Velvet, Mink Velvet, Sage Velvet, Sand Velvet, Sangria Velvet, Sharkskin Velvet, Ash Linen, Oatmeal Linen, Spa Linen, Stone Linen, Charcoal Leather, Graphite Leather, and Moss Leather. Samples are available to order in 4” x 4” cuts and 8X8 swatch rings. Please contact customer service to order.

Please note: Because every computer monitor & every web-browser displays colors differently, Arteriors cannot be responsible for variations between actual product color and how it is displayed. Swatches are available to ensure the color is what you expect.

Q: Is every style available in every in-line fabric?

Yes. You can purchase any of our 10 designs in any of our 13 fabric/color choices.

Q: What are the expectations with dye lots? Will they match? If I try to match a piece at a later time will the dye match?

There are slight variances between dye lots. While the differences shouldn’t be extreme, we cannot guarantee a perfect match.

To ensure that different pieces coordinate, we recommend placing the order for the pieces at the same time.

Q: Do you have fabric and frame sample swatches available? Is there a charge?

We offer 4” x 4” fabric samples for our customers at no charge. 8X8 swatches and wood chips are available on a ring for $25. You can order these samples through our customer service department. 

Q: What wood stain options are available?

All exposed wood can be hand-stained in one of two low VOC wood stains – Dark Walnut & Grey Ash. We use a WOCA natural oil stain, which is plant-based, sustainable, and contains no artificial pigments or preservatives. These naturally durable stains also help protect against scratches and indentations better than a standard urethane finish.

Q: Can the wood and/or wood veneer be changed or customized?

At this time, we are not offering custom finishes.

Q: How can I place an order?

There are a variety of ways to buy the Arteriors Upholstery Collection – your local Arteriors Sales Representative, online at arteriorshome.com/upholstery, one of the Arteriors Showrooms, or at any of the Arteriors retailers

Q: What is the minimum order? Is there a piece, style, or volume minimum?

We do not currently have a minimum order requirement.

Q: From where is the product shipped?

In order to give our customers the fastest shipping times available, we will be shipping from our warehouses. Please contact your customer service representative if you have questions regarding your shipping destination.

Q: What are the delivery options?

Arteriors’ upholstery will be delivered using White Glove delivery, which includes inside delivery, specific room placement and debris removal. We use the best upholstery specialized carriers to ensure fast, safe delivery of your product.

Q: How is the product packaged for shipping?

Velvet product will be packaged in custom boxes. All other fabrics will use standard furniture packaging designed to protect the product during shipping. We use specialized furniture carriers to ensure fast, safe delivery of your product.

Q: What are the shipping costs?

All Arteriors upholstery items will be delivered using White Glove delivery. All items will be paper wrapped, poly bagged, and supported with high density cardboard. We are using specialized furniture carriers to ensure fast, safe delivery of your product.

Q: Is assembly required?

no.

Q: Can I select my own carrier? What carriers are used?

We use a network of preferred carriers who specialize in shipping upholstery. If you choose to select a carrier outside our preferred network, it will be shipped at your own risk.

Q: What type of QC is performed on the product?

Every piece of Arteriors upholstery is inspected upon delivery to our warehouse.

Q: What is the return policy on in-line product?

As with other upholstery manufacturers, all sales are final.

 

Q: What if I don't like the finished product upon arrival?

As with other upholstery manufacturers, all sales are final.

Q: Will the items ship on skids/pallets?

No. The Velvet product will be custom boxed. The rest of the collection will be packaged in standard furniture packaging. All delivery is White Glove delivery.

Q: Is there a time-frame to file a claim for damage?

Please notify us immediately if there is damage or defect upon delivery. Claims must be made within 72 hours of delivery, otherwise we will consider the sale final.

Q: I need a product right now – can I rush it?

We will stock an assortment of product in our warehouses \. The best way to get an item quickly is to select something in stock. These items will ship from our warehouse in 7-10 days.

Q: What is the recommended care for the framing?

Dust and dirt promote premature wear to fabric and leather. Arteriors recommends that you vacuum the surface of your upholstery regularly, including the deck under the cushions, with the upholstery attachment of your vacuum cleaner. In instances where your upholstery requires more extensive cleaning, Arteriors recommends the use of a professional upholstery cleaning service, many of which use a certified wet-extraction method.

Q: What is the recommended care for fabric?

Direct sunlight may cause some fabrics to fade over time, so care should be taken to limit your upholstery’s exposure to direct sunlight.

Arteriors’ fabrics are not treated with a stain guard. Application of a stain guard to fabrics will void all warranties on fabric. 

All Arteriors’ fabrics are pre-washed and pre-shrunk unless otherwise stated. Gentle steaming 20-30 seconds removes marks resulting from packing process.

Q: What is the recommended care and cleaning of the leather?

Leather is a treated animal hide and as such, it naturally varies in shade, texture hand, and markings both within each hide and from hide to hide. Natural human body oils help cure leather, and while these oils may temporarily stain leather, over time these stains and other markings, including light scratches, will help give the hide natural oils to create a desirable patina.

Arteriors’ leathers are not treated with a stain guard. Application of a stain guard to leathers by a Customer or end-user will void all warranties on fabric. 
Although the cleaning methods below are accepted industry standards, Arteriors is not responsible for damage incurred by cleaning. 

• Leather should not be exposed to direct sunlight, as sunlight will dry leather, causing it to crack and fade.
• Wrapped / packaged leather pieces received in shipping should under no circumstance be left exposed to sunlight. The clear packaging tape magnifies light and can cause fade patterns.
• Heat will dry out leather, so it is important to keep all leather furniture an appropriate distance from heat sources such as heaters.
• Never use harsh chemicals, soaps, or solvents, including stain removers, turpentine, shoe or furniture polish, saddle soap, or other unsuitable liquids as these chemicals may change the PH balance of the leather and cause premature cracking, discoloring, or other damage to the hide.
• Always avoid abrasive scrubbing or strong rubbing.
• Remove dust with a soft clean cloth. Clean leather regularly with a vacuum cleaner.
• Leather will stain if spilled food and liquids are not removed quickly. Treat spills immediately by dabbing the liquid with a soft cloth or slightly damp sponge with mild soap. Perfume-free and dye-free baby wipes may also be used to gently clean or dust leather, but leather should be wiped dry immediately with a soft cloth.
• Pen marks can be treated with mild soap and water.

Q: Are there brochures available on the product?

You can download these here

Q: Are images available on the product?

Yes. If you need an image of the product for use in PR or advertising, please contact the Arteriors Marketing Department at marketing@arteriorshome.com

Q: Can images be shown on my website from which to take orders?

Please contact your local Arteriors’ representative or your customer care representative to discuss this request.

Ordering Questions

Q: Is my online credit card order secure?
You can safely enter your credit card details via our secure server, which encrypts all submitted information. We store your credit card details so that when you make a new purchase your details are already available.  Your credit card number is not visible to Arteriors staff, and credit card numbers are encrypted to the highest security standards set by the credit card industry.

What is my Secure Care number? Visa / MasterCard

Flip your card over and look at the signature box. You should see either the entire 16-digit credit card number or just the last four digits followed by a special 3-digit code. This 3-digit code is your Card Security Code.

American Express Credit Card Users

Look for the 4-digit code printed on the front of your card just above and to the right of your main credit card number. This 4-digit code is your Card Identification Number (CID).
Q: When is my credit card charged?
Items are charged to you when they ship, which is usually within two business days for in-stock items. If an item is temporarily unavailable, you will not be charged for the back-ordered item until it ships
Q: I have a catalog, how do I order an item from it using the website?
Use our Product Search field (at the top of every page) to provide the item number directly from our catalog. Once the item number has been entered, hit the "Search” button to submit the information. If you don't have the number handy, enter the name of the item or another  keyword for a quick search, then click on the appropriate search result.
Q: What is your tax policy and will I be charged tax?
If you are a residential trade customer (Retailer, Designer) and have a valid Resale Certificate filed with us, you will not be charged sales tax. Consumers, shopping online from AZ, CA, CO, FL, GA, IL, NC, NV, NY or Texas will be charged a Texas Sales Tax of 8.25% on the total order (product total + shipping).
Q: How will I know that you've received my order?
A confirmation page thanking you for your order will appear after selecting “Purchase” from your shopping cart. You will receive an email order confirmation shortly after completing your order that includes a summary of your transaction. Please be certain that we have an accurate email address. We will send subsequent email(s) when your product ships, including tracking information (if available).
Q: What is your purchasing policy?
Your first online purchase (new accounts only) must be made with a credit card. For subsequent orders, you can set up your account for payment terms by downloading our Credit Terms application. For International purchases, please contact International Customer Care.
Q: What forms of payment are accepted for online purchases?
Online payment forms include: Mastercard, Visa, and American Express  cards. If you have approved terms with Arteriors, you may purchase using a purchase order. You may apply for terms by downloading and returning a completed application.
Q: I have items in my cart that show "zero" stock available. What does this mean for my order?
You may still place items that are currently unavailable in your cart and purchase as you would any other item. You will be notified via email when the item is in stock and ready to ship. You will not be billed for the out of stock item until it ships.  Backordered items remain in your cart unless you remove them before you place the order.To remove an item from its backordered status once you've placed the order, contact Customer Care
Q: How can I find out the status of an order placed online?
You may view order status and history simply by logging in to your account. If you have additional questions, please contact Customer Care.
Q: How can I change or cancel my order?
To change or cancel an existing order, please contact Customer Care.
Q: What is Arteriors’ return policy?
Arteriors will accept returns on defective or damaged merchandise however, a 25% restocking fee will be applied for returned merchandise deemed not defective. Initial shipping charges are not refundable. Your product refund will be processed at the time of receipt of the return.  We require that product be returned to us within 30 days of a return shipment call tag being issued.  In the event that there are errors in the prices, descriptions or images of certain merchandise, we reserve the right to restrict the return of those items. Contact Customer Care for more information or access the return form in your account within the order summary.

How long does my refund take?
Arteriors makes every effort to credit your account within 7 business days from receipt of your return.  To receive a check for the amount of refund owed, you must contact our Accounting Department. Items returned without a Return Authorization are subject to 25% restocking fee. Please be sure to include your RA# with any return!
Q: How do I return merchandise?
We are happy to assist you with item returns or exchanges. Contact Customer Care for more information or access the return form in your account within the order summary. You may also download our return form to complete and return offline.

Domestic Shipping Questions

Q: What are my shipping options?
In the continental United States, we ship via the best ground rate. This option is charged at a percentage of total order size, with the percentage varying on the ship to location as well as the size of the order.  These percentages start at 13% of order value (for orders over $2,000), and increase depending on shipping distance from Dallas.   Please see our Terms and Conditions document that details these freight fees.

Hawaii and Alaska
For shipments to Hawaii and Alaska, contact Customer Care to receive a freight quote.
Q: Do you offer expedited shipping services?
Expedited North American Shipping: 
Shipments which require shipping within two business days of order receipt are subject to an “expedite fee” in addition to applicable expedited freight charges based on order value. The warehouse expedite fee starts at $50, and increases with the size of order. This fee will guarantee the order will be ready FOB Dallas within two full business days of Arteriors Home acknowledgement of the order. 

Expedited freight options, including Next Day Air and Second Day Air are available. To receive a quote for your order, please contact Customer Care.

Upon request, Customer Care can arrange for special freight services such as Call Ahead, Lift Gate Required, or White Glove services.

Mexico and Canada
If we ship to a US based freight forwarder, the same domestic percentage rates apply.  If you would prefer a “door-to-door” freight service, that service can be quoted by contacting Customer Care.
Q: Can I ship to an address other than my listed "bill-to" address?
Shipping to another address that is different from your billing address is easy. Simply enter the desired destination on the shipping information page at checkout. If you're a registered user, the address will be automatically added to your account. *Note – if you are sending to a residential address other than your billing account address you will be charged a drop ship fee of $25.
Q: Will all of my items be shipped at the same time?
We make every effort to ship your order in one shipment.  However, shipments requiring multiple packages or back-ordered items may be shipped separately.
Q: I live in the Dallas area, if I place an order online can I pick it up locally?
We do offer local pickup. You may select this option at Check Out, and Customer Care will contact you when the order is ready. Please allow up to 24 hours to process and prepare your order.

International Shipping Questions

Q: For shipments to international countries, how do Duties and VAT work?
The processing of Duties and VAT vary slightly by geography:
For EU member countries:
Duties will be charged based on the type of merchandise on the order at time of order.  Customers will be required to provide their VAT ID at time of order.  Products will be shipped to our European warehouse in the Netherlands, where our European team will shift the VAT expenses to your VAT account upon pickup in the Netherlands or delivery to your place of business.   
For non-EU European countries, Russia:
Products will be shipped to our European warehouse in the Netherlands, where our European team will create a T1 document to provide to Arteriors (or the customer’s) freight forwarder to enable delivery to countries like the Russia, the Ukraine, Norway, etc.  The freight forwarder then perform the final delivery will collect the appropriate duties and VAT.
Q: What are freight fees for International shipping?
For Europe, Russia, Ukraine and Kazakhstan:
Arteriors has a scheduled monthly fractional container service that offers reduced rate shipping to our warehouse in the Netherlands.  Freight fees start at 13% of order value, and increase from there based on the distance from the Netherlands (with freight fee percentages increasing for small orders).  Please contact your local Arteriors sales representatives or our Arteriors International Customer Team for more details or for expedited shipping options

For Australia:
Arteriors delivers large shipments to our Australian distributor frequently to reduce shipping costs to “down under“.  Please contact Boyd Blue directly for inland freight shipping fees to Australian or New Zealand delivery locations.
Q: Can I purchase items for delivery outside of the U.S.?
Arteriors provides CE Marking on the majority of its product line which declares our product complies with the essential requirements of the relevant European health, safety and environmental protection legislation.  We have also completed testing of RoHS materials for our product line. Certain items in our product catalog may be unavailable for international shipping due to specific wiring certifications by country. In addition, some items may be unavailable for shipping due to the individual policies of specific destination countries.

For shipments outside the United States, please phone our Customer Care Service Center at +1-214-483-7482
or contact us via email at international@arteriorshome.com.

Please note that Alaska, Hawaii and Canadian customers are not considered international.

Technical Questions

Q: What settings or software are recommended to view and use the Arteriors website?
Our website is optimized for the latest versions of Chrome, Internet Explorer, Safari and Firefox on Windows and Mac OS X. Our site is responsive and easily viewable on smart phones, iPads and other tablets. It is recommended that you update your computer or tablet with the latest browser version to avoid any viewing issues. We have noted that some users on Chrome and older versions of Safari have difficulty viewing Mottega items.

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Need to make a return?

We are happy to assist you with item returns or exchanges.

Please download our return form and return to Customer Care.