Delivery and Shipping Policy

Adco/Artco wants the shoppers to have the best online shopping experience possible. We have arranged with a freight carrier for you to receive the best possible prices with the best possible quality.  All of our shipments are also insured for you and can be replaced in case of damage.

Shipping Cost:

Shipping cost is calculated based on the destination's zip code and quantity ordered. Some of our competitors offer 'free shipping', when in reality it is an averaging device that moves shipping expenses into product's price and leaves certain customers paying for others' shipping bill. Instead of this, we look at each order separately and are able to give a price that is only yours, paying no more than is required to deliver the merchandise to your door. While shopping around always look on final cost of delivered product.

Flooring, tile and some of our other bigger fragile items are shipped to you by UPS freight because these “LTL” (less then truckload) carriers have much better track records with such goods.  It is difficult to send such fragile goods by regular currier or mail that is why shipping prices would probably be too high to order a small amount. However, if you are looking to receive samples please contact a representative who will help you do that. It is hard for us to calculate shipping for multiple products online and many times we are able to give a better shipping quote then listed online. If you would like to know if you can combine products on one shipping charge please let us know.

Default Charges:

In our charges we include a residential charge, this is because we assume that it is a residential order, if you are placing a commercial order please contact us and we will remove that charge. We DO NOT automatically add in a lift gate. If you need a liftgate to added to your order because it will be too heavy, you have to request it. Do so by talking to one of our representatives at (818) 550-9600

Delivery options:

We provide several delivery options for our customers.

• Delivery to a commercial location specified by customer: This location should be equipped with a loading dock and all necessary tools to unload the freight. It is assumed that this location is available for delivery during normal business hours, so no advanced notification from shipping company is expected.
• Residential delivery: Somebody should be at home at the time of delivery to accept the freight. The shipping company will call the Customer at least 24 hours before delivery to notify about delivery date. They will not deliver until they talk to the Customer.
• Pick up from the shipping terminal: The customer may pick up from the nearest shipping terminal. The shipping company will call to notify you when freight is available for pick up.
• Pick up from local warehouse: the customer may pick up from our or our distributor's warehouse. When picking up, the customer pays nothing for delivery but local sales tax may apply.

Lift Gate:

We do not automatically add in a lift gate if your order will be too heavy for you to pick up please order a lift gate for an additional charge. The delivery people do not take your order inside for you, it is your responsibility. Add on a lift gate or get advise on this by talking to one of our representatives at (818) 550-9600. Please make sure you specify this during your order.

Delivery time:

Most items will be shipped same or next day after the order is paid for. We can postpone the shipment until a date specified by the customer. There are 2 time related options:

• Regular delivery: Shipping companies claim that 90% of deliveries are on time but the shipping date and time is not guaranteed. It is our experience that this is a true estimate and usual delivery time is in 3-4 business days. To be on the safe side, however, we suggest leaving up to 9 business days. If delivery date and time is crucial for you consider the On time delivery option.
• On-time delivery: With this option, date and time of delivery is specified by the customer and guaranteed by the shipping company. Please call us for quotations and arrangements.

Accepting shipment:

Please inspect your shipment at the time of delivery or pick up. Make sure that boxes are not ripped and not damaged. In the rare occasion that the shipment is damaged the following procedures will apply: Please notify how many boxes are damaged in the bill of lading (the acceptance paper, which you have to sign). If most of the shipping is damaged then refuse the shipment. If only a small portion is damaged then accept the shipping with damage notifications. If you did not notice the damage at the time of delivery you still have 72 hours after delivery to report it. Call us and we will immediately schedule a free replacement delivery to you. Make the same time estimates for replacement as you have for the initial shipping. We cannot guarantee any special conditions for delivery of replacement beyond those that you had for the initial shipment.

Additional Help

We are always here to help you if you have any questions at any point in your ordering process feel free to Contact us at (818) 550-9600

Return Policy

• All returns require a Return Merchandise Authorization (RMA) from our Customer Service Department. Please call (818) 550-9600 to obtain an RMA. No returns will be accepted or any credit granted without an RMA. To provide any credit or exchange products we must first have a chance to receive and completely inspect your return.
• All returns will be accepted within 15 business days of product receipt. Shipping charges on a return shall be the responsibility of the customer and all returned items must be returned in new or like new condition, in undamaged original manufacturer's packaging and with all original product manuals. After the product is received, inspected and verified to be in like new condition, a full refund will be provided for the product purchase price. Original shipping charges are not refunded and there is a 25% restocking charge. For products sold with a Free Shipping Promotion the actual freight cost to originally ship the product will be deducted from your refund.
• We cannot accept returns on less than 4 cartons of tile, hardwood floor, laminate floor or any other product.
• We cannot accept returns on moldings, trim pieces, grout and setting materials, glue, underlayment, installation materials, decorative pieces or other accessories.
• We cannot accept returns on special order items. Our Customer Service Department will let you know at the time of purchase if your order is placed as a special order. If such products are damaged during shipment, we will assist you with freight claims.
• If you think that the product is defective, of low quality or poor grade, please call us at (818) 550-9600 and we will contact the manufacturer of the product. A representative of the manufacturer will either inspect the product at your site or ask you to send them a sample. It will be your responsibility to cooperate with the representative by all means necessary to inspect the product. You will then receive an official response from the manufacturer. If the problem is confirmed, we will issue an authorization number (RMA) and will process a refund or replacement in accordance with the rules specified in the manufacturer's warranty. Please do not send the product back to us without an authorization number as we will not be able to accept the freight.
• If you refuse an item delivered by a commercial shipping company for any reason other than damaged merchandise or a shipping error by us, the item will be treated as a return and charges described in Section 2 above will be applied.

If you have any questions, please contact us at (818) 550-9600.