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Aico Furniture :: FAQ

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FAQ



Frequently Asked Questions about AICO FURNITURE

Q: What is the AICO Warranty?
A: Please refer to our Warranty page for more details

Q: When are you going to post pictures of AICO new collections?
A: We hope to have images available of the new collections as soon as possible after first showing, however, often revisions on pieces are needed, and therefore, we do not want to post anything until the product has been fully completed and ready for sale.

Q: What is the Your Best Price Guarantee?
A:  If you find the identical product elsewhere, within 10 days of purchase, for a lower total price (product price plus shipping and handling fee), we will match the total price or gladly refund the difference plus $1. (Sale or promotional prices are not included.)
In order to qualify for The Online Store Best Price Guarantee, your request must meet the following conditions:

  • Compared items MUST include the product price plus shipping & handling charges when calculating the competitor's total price.
  • The Online Store Best Price Guarantee requests must be submitted within ten (10) days from the date of purchase at The Online Store
  • Please be aware that The Online Store only sells the newest models delivered directly from the manufacturers' warehouse and we do not accept price match for re-manufactured, re-furbished or counterfeit products.
  • To request a Best Price Guarantee with the current order, simply provide the competitor's total price information in the comment section in the checkout page. To request the Best Price Guarantee after purchase, simply email a link to the competitors page and we will gladly honor the difference plus $1.

Q: Are all products featured on your website in stock?
A: From time to time AICO factory sells out of a particular item and we do our best to inform our clients before they order that an item is out of stock. If however, after your order is placed we check with the manufacturer and find out that the item is on back order, you will have the option to cancel your order if the time frame does not fit in with your expectations. If you have any concerns about an item being in stock we suggest that you call our toll free number 1-888-760-0067 or you send us an email BEFORE you place an order.

Q: When is my credit card charged?
A: Please note your credit card will be billed as soon as your order is received. No additional shipping charges will be added to orders shipped within the United States, excluding Hawaii and Alaska. Please give us a call if you would like to arrangement shipment outside of the continental United States.

Q: :When will my furniture be delivered?
A: We estimate the delivery time based on the current information we have from the manufacturer warehouses.

Orders that are in stock typically take 7-10 business days for delivery when shipped by regular Truck Delivery Service. White Glove Delivery can take anywhere from 2-4 weeks depending on your location.  Online Store Inc does not take responsibility for manufacturer/shipment delays and we do not offer any discounts in the event that your shipment is delayed.

Q:W hat is the shipping process and what do I do when my furniture arrives?
A: Your delivery process will vary based on the shipping level of service included with your purchase. Please check our product pages or contact Customer Care to find out the level of delivery service included with your order. For your convenience we included detailed delivery instructions:

WHITE GLOVE DELIVERY:  White Glove delivery is included on all orders over $1500. White Glove Delivery provides in-home delivery and assembly and is performed by a two men team of qualified furniture delivery and assembly professionals. Transit time vary from 2-4 weeks depending on the destination location. In order to ensure complete satisfaction with your delivery please follow the instructions below.

  • 1) Verify your address and contact phone number. Please make sure that the information you provided with your order is correct. If any information on your receipt appears to be incorrect, please contact us immediately by responding to your receipt or calling Customer Care at 1-888-760-0067.
  • 2) Schedule your appointment. Once your order is released by the factory to the shipping company, your order is taken to the shipping terminal for dispatch. The shipping company will call you to inform you of the projected delivery date and schedule your appointment. Please note that delivery time will vary based on the availability of trucks going into your area.
  • 3) Confirm your appointment. Once the delivery truck arrives in your local area, the driver will call you to confirm your appointment.
  • 4) Delivery Process. Our qualified delivery specialists will exercise due care at all times while in transit, on your property or residence. Upon delivery, the shipping company will safely bring your merchandise into your residence, unpack it and set it up in the room of your choice leaving no debris or packaging materials behind.
  • 5) Delivery Receipt. Please carefully inspect your merchandise and confirm that you have received all items specified on the truck delivery receipt. You will be required to sign a Proof of Delivery receipt. Please inspect the merchandise thoroughly prior to the delivery agent's departure.
  • 6) Report Damage. If any merchandise appears to be damaged in any way, please make sure to note this on your receipt and notify us immediately. If any merchandise is damaged and cannot be set up, please refuse this item and note refused due to damage on the receipt. If possible, please take photos of the damaged merchandise and email them to cs@OnlineStoreInc.com .
  • 7) White Glove Delivery Service is available in most areas within Continental US. Delivery is not available to Alaska or Hawaii. Estimated delivery is within 4 weeks unless otherwise stated on the item page.

TRUCK DELIVERY: Most individually shipped items ship with Truck Delivery. We include liftgate service on all orders that weigh over 150 lbs. Truck delivery is curbside delivery performed by one driver. Transit times vary from 1-10 business days. Please note that regular truck delivery companies are not authorized or insured to provide inside delivery. If you require inside or white glove delivery, and your item does not indicate that it is included, please contact us to upgrade your delivery. For all Truck Deliveries, please follow instructions below to ensure your satisfaction.

  • 1) Verify your address and contact phone number. Please make sure that the information you provided with your order is correct. If any information on your receipt appears to be incorrect, please contact us immediately by responding to your receipt or calling Customer Care at 1-888-760-0067.
  • 2) Appointment Confirmation. Once in your local area, the shipping company will contact you at the number you have provided to schedule delivery.
  • 3) Upon Delivery please check the number of cartons against the number specified on the truck delivery receipt.
  • 4) Any cartons that appear to be mutilated in any way should be opened and inspected. Please open the carton in front of the driver if you suspect any damage.
  • 5) If any carton appears to have been opened and resealed, it must be noted on the freight bill as a shortage. All notations regarding damage or shortage must be made on the delivery sheet and signed by the Driver before you sign the receipt. Insist that an inspection report be made and notify us immediately of the damage claim.
  • 6) If damage is not noted upon delivery, your claim may not be fully honored. Please notify us immediately at 1-888-760-0067 or at cs@OnlineStoreInc.com. Manufacturers may request a photo of damaged pieces prior to sending replacement. Any claims must be made within 2-5 days of delivery or The Online Store Inc and the delivery service are not responsible. Replacement piece(s) may take as long as the original merchandise to arrive at your home. If you decide to keep an item(s) to repair rather then refusing the merchandise, The Online Store Inc does not reimburse you for time spent/material used to make the repair.  Replacement pieces are shipped at no cost to you.

FEDEX OR UPS DELIVERY: Various small item, parts and swatch and wood samples ship by ups and FedEx delivery services. Transit times vary from 1-5 business days.

  • 1) If any merchandise is received in damaged condition, please refuse the carton(s) and report it to us immediately.
  • 2) If you received the merchandise in damaged condition and the shipper has already left your premises, please report the damage to us immediately. Please keep the damaged item(s) in the original carton and packaging. If other items are packed with the damaged merchandise, remove all other items and hold carton for possible UPS or FedEx inspection and/or pick up. Manufacturers may request a photo of damaged pieces prior to sending replacement. Any claims must be made within 2-5 days of delivery or The Online Store Inc and the delivery service are not responsible. Replacement piece(s) may take as long as the original merchandise to arrive at your home. If you decide to keep an item(s) to repair rather then refusing the merchandise, The Online Store Inc does not reimburse you for time spent/material used to make the repair.  Replacement pieces are shipped at no cost to you.
  • 3) By signing the delivery receipt you are accepting that the merchandise was delivered to you in good condition and waive your right to a return/refund based on delivery damage. If you are unable to inspect your merchandise at the time of the delivery you must make a note on the receipt stating “Subject to Inspection” before the shipper leaves your premises in order to qualify for any potential damage freight claim.

Q: What do I do if I don't like the merchandise and want to return it?
A: If you are not satisfied with your purchase you may return the item, at your expense, within 30 days. A restocking fee applies to all custom order returns unless merchandise damage was noted at the time of delivery. Cancellations and returns must be authorized in advance. All items must be inspected upon delivery and if the merchandise arrives damaged, a damage report must be filed/noted with the carrier to obtain full credit. Once we confirm the receipt of your merchandise, we will process a refund. If you would like us to assist you with the return process, please call our customer service at 1-888-760-0067

What is your Return Policy
If we are able to cancel your order before it is produced and/or shipped, there is no charge for the cancellation. If the product has been shipped, you will be responsible for all inbound and outbound shipping charges. These charges will be deducted from your refund. A restocking fee applies to all custom order returns unless merchandise damage was noted at the time of delivery. Cancellations and returns must be authorized in advance. All items must be inspected upon delivery and if the merchandise arrives damaged, a damage report must be filed/noted with the carrier to obtain full credit. For more information please call our Customer Service at 1-888-760-0067.

Please refer to our Return Policy for more details >
 

Q: Is the site accurate 100% of the time?
A: Online Store Inc may have prices, descriptions, and text that are not accurate because of typographical/photographic errors or changes not yet reflected in the product descriptions that appear on the site.  We are not responsible for descriptive, typographical, or photographic errors.  The product colors and finishes shown on our website may vary due to the scanning process and differences in color monitors.  We do make every effort to insure that all products are accurately represented, but in some cases, variations may be dramatic.  Completion of an order constitutes a waver of any claim due to dissatisfaction with the product colors, textures, stains and grains.  You are encouraged to review samples of actual fabrics or finishes before ordering.  When a manufacturer does not supply samples in advance, and you are unsure of colors and textures, The Online Store Inc advises that you try and find and then examine a fabric or product before ordering through The Online Store.

Q: What about Mail and Fax orders?
A: Our 24 hour fax line is: 800-595-9460
If you prefer to send your order via the US Mail, the address is:

Online Store, Inc.
8385 Canoga Ave
Canoga Park, CA 91304

Please include the following:

Billing Address
Shipping Address
E-Mail Address
Telephone Number
Payment, ie: Visa/MasterCard, Discover, American Express, Check, PayPal or Money Order.
And, of course, the item you are ordering.

 
 
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