FAQ

Product Questions

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.

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.

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 Client Support.

Contact Client Support immediately. Please provide us with the SKU/Item number of the piece that needs replacement hardware.

Account Questions

To add your email address to an existing Company account. You must contact Client Support.

Each account is approved by our Client Support 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 Client Support or call 972.488.9800

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.

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.

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.

General Questions
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!

You can search for your local Home or Contract representative on our Representatives page. Home representatives service Retail and Residential clients and Contract representatives service Hospitality and Commercial clients.

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 Client Support.

Our catalogs are available to the trade only. In an effort to reduce negative impact on the environment wherever possible, we encourage you to view our current catalogs here.

Please Contact Marketing to remove your name from the mailing list. Be aware that this process may take up to 30 days.

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

You may view our privacy policy here.

Ordering Questions

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).

 

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
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.
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).
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).

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 Client Support.

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.

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 Client Support.

You may view order status and history simply by logging in to your account. If you have additional questions, please contact Client Support.

To change or cancel an existing order, please contact Client Support.

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 Client Support 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!

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

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.

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 Client Support. 

Upon request, Client Support 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 Client Support.

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.

We make every effort to ship your order in one shipment. However, shipments requiring multiple packages or back-ordered items may be shipped separately.
We do offer local pickup. You may select this option at Check Out, and Client Support will contact you when the order is ready. Please allow up to 24 hours to process and prepare your order.
International Shipping Questions

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.

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.

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 Client Support 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
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.