FAQ List
- General Question
- Orders
- Policies/Warranty
- Product Care
- Steam Showers
- Walk In Tubs
- Bathroom Vanities
- Whirlpool Bathtubs
- Freestanding Bathtubs
- Toilets
Do You Have A Showroom?
Do You Offer International Shipping?
How Can I Know When The Latest Ariel Products Are Released?
How Do I Reach Ariel Customer Support?
How Long Have You Been In Business?
My Item Arrived Damaged / Defective
We work hard to ensure items arrive in perfect condition, but we understand that isn't always the case
Damaged Item: Please inspect your package upon delivery. If damage has accrued on the way, please let the freight carrier know that you refuse the package. This allows us to file a claim against the damaged item. Please contact our Customer Service immediately (must be within 5 days) by sending an email to: support@arielbath.com or call 800-509-5070. We will handle the issue immediately. *Please be prepared to send photos/video of the issue.
Defective Item: If your item is defective please contact our Customer Service immediately by sending an email to: support@arielbath.com or call 800-509-5070. Defective items must be reported within 1 year, per our warranty period. *Please be prepared to send photos/video of the issue so we can review and troubleshoot.
*NOTE* Customers with a riel account can login and send an email to Customer Service.
Receiving And Inspecting A Large Item By Truck (Bathtubs, Vanities, Steam Showers, Etc.)
Where Can I Follow Ariel On Social Media?
Where Do The Products On Ariel Come From?
Canada Shipping
Delivery Contact Phone Numbers
Do I Need An Ariel Account To Check Out?
Do You Charge Sales Tax?
Do You Offer International Shipping?
Freight Company Called And Said They Are Delivering A Different Item Than What I Ordered?
How Can I Track My Order?
How Long Will It Take To Receive My Refund?
How Long Will My Order Take To Arrive?
Your order will leave our warehouse within 1-3 business days if the item is in stock. You’ll know when it ships because we’ll send you the tracking number
Expect your small parcel package to be delivered within 1-3 business days if you live on the West Coast and within 7 business days if you’re on the East Coast.
If you’re expecting a large or heavy package, the trucking carrier will call you to schedule a delivery appointment on a day and time that works for you. Please provide us with a valid and or alternate contact number to avoid delays with your order.
I Received An Incomplete Order
I Received The Wrong Item
My Item Arrived Damaged / Defective
We work hard to ensure items arrive in perfect condition, but we understand that isn't always the case
Damaged Item: Please inspect your package upon delivery. If damage has accrued on the way, please let the freight carrier know that you refuse the package. This allows us to file a claim against the damaged item. Please contact our Customer Service immediately (must be within 5 days) by sending an email to: support@arielbath.com or call 800-509-5070. We will handle the issue immediately. *Please be prepared to send photos/video of the issue.
Defective Item: If your item is defective please contact our Customer Service immediately by sending an email to: support@arielbath.com or call 800-509-5070. Defective items must be reported within 1 year, per our warranty period. *Please be prepared to send photos/video of the issue so we can review and troubleshoot.
*NOTE* Customers with an Ariel account can login and send an email to Customer Service.
What Payment Methods Do You Accept?
When My Order Is Delivered, Will It Be Brought Inside My Home?
My Item Arrived Damaged / Defective
We work hard to ensure items arrive in perfect condition, but we understand that isn't always the case.
Damaged Item: Please inspect your package upon delivery. If damage has accrued on the way, please let the freight carrier know that you refuse the package. This allows us to file a claim against the damaged item. Please contact our Customer Service immediately (must be within 5 days) by sending an email to: support@arielbath.com or call 800-509-5070. We will handle the issue immediately. *Please be prepared to send photos/video of the issue.
Defective Item: If your item is defective please contact our Customer Service immediately by sending an email to: support@arielbath.com or call 800-509-5070. Defective items must be reported within 1 year, per our warranty period. *Please be prepared to send photos/video of the issue so we can review and troubleshoot.
*NOTE* Customers with a riel account can login and send an email to Customer Service.
Order Cancellation
Receiving And Inspecting A Large Item By Truck (Bathtubs, Vanities, Steam Showers, Etc.)
Shipping Restrictions
What Are Your Terms Of Service?
What Does UPC / CUPC Testing Mean?
The Uniform Plumbing Code™ (UPC™) and Canadian Uniform Plumbing Code™ (cUPC™) are designated as the American and Canadian national standards, respectively. These codes are designed to provide consumers with safe and sanitary plumbing systems. Commercial construction projects, as well as many residential construction projects, normally require specified products to be certified. Most of our Ariel sinks, faucets and bathtubs are UPC/cUPC certified, facilitating their use in all types of projects. Please click on the link below for iapmo's website and you can type in the model # for items and view product certificates.
http://pld.iapmo.org/default.aspx
What Is Your Return Policy?
We understand purchases don’t always work out. Items may be returned for refund or replacement within 30 days of shipment provided items are in a condition qualified for resale.
An item cannot be returned if:
- it has been altered or mishandled
- it is custom-made at the time of sale
- it is marked as a non-returnable, non-refundable sale
- it has been installed or shows signs of installation
- it is a final sale
How to initiate a return
Please email customer service at support@arielbath.com or call (888) 610-6612 and indicate whether you'd like to receive a credit or a refund in the original form of payment. We will then send you an email with the Return Authorization Number.
When returning a product, the customer is responsible for the return shipping charge. Shipping charges (if any) are non-refundable. Note that we do charge a 15% restocking fee.
Small Packages
Carefully pack the item in its original shipping box, or a sturdy, plain cardboard box. Print the Return Number and return address label included in the email and attach it to the box. Visit your local FedEx or UPS store to ship the item back to us.
Large Packages
Large items (tubs, vanities, etc.) need to be returned by truck. There is a flat fee of $180 for returning large items, which will be deducted from your original payment. To initiate your return, email customer service at support@arielbath.com or call (888) 610-6612.
Credit or refund
After your package arrives at our fulfillment center, please allow 5 business days for the item to be processed back into our inventory. For refunds, allow another 10 days for your financial institution to credit your card.
What Is Your Shipping Policy?
SMALL ITEMS Free shipping on all orders via standard ground service anywhere in the continental US. Orders ship via UPS.
GROUND SHIPPING:
1-7 business days, not including 1-3 days of processing time. If you would like your package to be delivered on a Saturday please contact our customer service team at (888) 610-6612 Monday through Friday 8 am to 5 pm PST.
EXPEDITED PROCESSING:
Expedited processing is available at an additional charge. In-stock orders placed by 1pm EST (10am PST) Monday through Friday will leave our warehouse the same day. Please also contact our customer service team to ensure your order meets the cutoff deadline at (888) 610-6612 Monday through Friday 8 am to 5 pm PST.
LARGE ITEMS
FREIGHT SHIPPING:
Orders for large or heavy items ship via trucking carriers. We offer free shipping on all orders. Freight delivery is typically 2-7 business days (Monday through Friday). Allow extra time for delivery to remote addresses.
FREIGHT DELIVERY
Expedited processing for large items is not available right now on arielbath.com. For additional information, please contact us at support@arielbath.com.
ORDER TRACKING
Once your order leaves our warehouse, we’ll send tracking instructions automatically. Tracking codes take one business day to activate.
DAMAGED PACKAGES
We ship our products in tripled-down, super secure packaging. You should absolutely expect your package to arrive safely, but please inspect it upon delivery. If damage has accrued on the way, please let the freight carrier know that you refuse the package as this will allow us to file a claim against the damaged item. Please email us within 5 days at support@arielbath.com and we’ll handle the issue immediately.
SHIPPING TO CANADA
At this time, we do not offer direct shipping to Canada, however, we can ship your item(s) to a freight forwarder of your choice. Please email support@arielbath.com or call (888) 610-6612 for more information.
INTERNATIONAL SHIPPING
Please email support@arielbath.com or call (888) 610-6612 for questions on international orders and shipping.
RESTRICTIONS
We are currently unable to ship to P.O. boxes and military APO/FPO addresses.
What Is Your Warranty Policy?
Under our warranty, all items are free of manufacturing and mechanical defects and covered for 1 year from date of purchase. This warranty covers replacement of defective parts only, not the complete product, unless deemed necessary by a customer service representative.
The warranty does not cover: damages incurred as a result of installation, replacement or repair; damages due to improper cleaning, misuse or neglect; or "living finishes." This warranty is non-transferable and is only offered to the original owner.
If your merchandise is damaged during shipping, please contact us within five business days. We will assist file a claim with the carrier and send a replacement to you.
Please contact us at support@arielbath.com with any additional questions.
Bathtubs
It is recommended to wipe out the bathtub after each use to help prevent a buildup of soap or bath products. To care for your acrylic bathtub clean it regularly with a mild cleanser and a soft sponge or brush.
Avoid any harsh cleaners or chemicals on the acrylic finish and if exposed, rinse away immediately. Do not use any cleaner that is not safe for acrylic or plastic as stated on the container.
To maintain the shine on the acrylic, wax and polish the surface with car paint wax. This can buff out any minor scratches and restore a dull surface. Do not wax the areas where you would walk or stand as it will be slippery and can cause falls.
Granite
The granite counter top com pre-sealed from the factory and does not need to be resealed.
The maintenance on your granite countertop is easy. Do not use any cleaners or soap that will leave a film behind. Granite and stone cleaner is recommended and follow all instructions on the bottle.
Do not let any products sit on the granite surface for too long. Wipe away any spills so they do not stain the stone.
Do not use any steel wool or abrasive cleaning tools to rid of tough stains, this will scratch and dull your stone.
Marble
The marble stone vanity top is polished smooth and has an initial protective sealant applied. It is important to reseal your marble within the first year of purchase. Before applying the sealer, all areas need to be clean and dry. A high quality stone sealer will be available at your local hardware store. Follow manufacturer instructions on how to seal your marble properly.
Routine maintenance is recommended using water and soap to clean the marble top. As needed, use a stone spray cleaner or polish. Follow instructions found on the bottle or container. Do not use abrasive or acidic cleaners that contain bleach or vinegar on the marble surface. Do not use abrasive sponges or rough cleaning pads on the marble surface.
Liquid spills should be wiped up promptly to prevent staining. Some liquids with high acidic contents can etch the marble surface if left for any length of time. Common products that need to be wiped away promptly include: Rubbing Alcohol, Nail Polish Remover, Shaving Cream, Toothpaste, Perfume/ Cologne, Hair Color, Shampoo, Drain Cleaner, etc.
Marble is a fragile stone, do not stand on it or place excessive weight on the top. To prevent scratching, place protective pads on the bottom of heavy objects, pottery or any other object that could scratch the surface.
Quartz
The maintenance on your quartz product is very simple. It does not need to be sealed ever and can be cleaned with mild soap and water. Avoid using any harsh chemical cleaners on the counter-top as well as sponges or brushes that are abrasive and could scratch the surface.
Avoid direct contact with heat, this includes hair styling tools that are hot and exposed directly to the quartz.
To maintain the beauty of your counter-top avoid excessive weight or force on the counter-top paying special attention to edges and seam locations. Although it is a tough surface, it is not indestructible to cracks, chips or pitting.
Steam Generator
It is recommended to clean the steam generator every 20 uses or every 4 months, whichever is soonest. If using quite frequently or under hard water conditions it is recommended to clean the steam generator every 10 uses or about once a week.
Power off the computer system for a minimum of 30 minutes before proceeding to the next step. The system needs adequate time to flush out any water inside.
Create a solution of citric acid and warm water. Combine 1.5 liters of warm water with 2 tablespoons of citric acid. Stir the mixture until all the powder is dissolved. You may add 1 more tablespoon of citric acid to the mixture.
Pour the solution into the steam cleaning port until full. Allow the mixture to sit in the port for 10 to 30 minutes.
Turn on the steam function with the solution still in the cleaning port then immediately turn it off. Be sure to have the computer system off before any steam can be generated. This step will flush out the solution from the steam generator.
Once the solution has drained out, turn on the steam function again. The generator will intake fresh water. Before steam can be produced, turn the computer system back off again.
The steam generator will flush out the water. This step rinses out the cleaning solution.
Wait until the water is drained, then step 5 two more times. This will ensure that the solution is sufficiently drained and rinsed out from the steam generator.
Steam Showers
Our Steam Showers are easy to maintain if you follow these guidelines and cleaning recommendations.
ARYLIC
To treat the ceiling, flooring or wall of the steam shower is it recommended that you rinse it out after each use to help prevent a buildup of soap or bath products. To care for the acrylic clean it regularly with a mild cleaners and a soft sponge or brush.
Avoid any harsh chemicals or cleaners on the acrylic finish and if exposed, rinse away immediately. Do not use any cleaner that is not safe for acrylic or plastic as stated on the container.
To maintain the shine on the acrylic, wax and polish the surface with car wax. This can buff out and minor scratches and restore a dull surface. Do not wax the areas where you would walk or stand.
GLASS
To avoid soap deposits or hard water build-up on the glass, wipe dry after each use. We recommend using a squeegee after each use.
Cleaning the glass regularly or weekly, we recommend using a daily cleaner, such as Tilex Daily Shower Cleaner. Using this will delay and fight the build-up of soap scum and hard water spots. You may also use any natural cleaner or daily cleaner that will not harm your shower. Remember to also clean the outside of the glass as well. Use Windex or another glass cleaner and wipe way with a soft cloth or towel.
It is inevitable; you will get hard water sports and a build-up of shower product on the glass of your stream shower. When this happens, try a natural solution first before turning to a harsher chemical. Use an equal solution of Dawn dish soap and vinegar. Allow this to sit for 5 to 10 minutes on the build up before using a sponge to scrub. Rinse with cool water. If the spots still persist, use a product designed for calcium and lime deposits. Follow all instructions on the container.
To help combat watermarks, spots and build up, you may use Rain-X on the glass only. Follow instructions on the bottle.
METAL
To prevent a buildup of water and shower product, it is recommended to wipe down the tracks each time you use the steam shower. Drying the area will combat a buildup and/or mold.
Cleaning the metal tracks and pieces on your steam shower can easily be done. One tip is to fill the bottom track with vinegar, careful to plug any holes so it can sit in the track overnight. Rinse the vinegar away in the morning and wipe clean.
Another tip is to use a cleaner designed for the shower that is safe on metal and use a toothbrush or small soft bristle brush to get in the hard to reach places. Once you finish scrubbing, rinse and dry the area.
Toilets
To clean the porcelain on your toilet, mild abrasive cleaners may be used including bleach based products. Do not use harsh chemicals with abrasive applicators, this can scratch and dull the porcelain.
Most toilet bowl cleaners are safe to use on the porcelain, follow directions on the label. Wipe any splashes of cleaner solution from the plastic or plated surfaces immediately.