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Frequently Asked Questions

Contents:


1. Customer Service

Are you open to the public?

Yes, we are open to the public. Appointments are preferred.

Which showroom is closest to me?

View your nearest showroom location by clicking on the Find a Showroom link at the top of this page.

What should I bring with me to my appointment?

Please bring plans, pictures or other ideas of items you are interested in, as we will be better able to assist you.

Do I have to work with a designer or an architect?

It is highly encouraged that you work with an architect or interior designer on any project, but not required. As it is easier for a designer to better assess your individual needs with regards to space, light, colors, textures and lending a flow to your overall home environment.

Do you install products?

We do NOT install products. ANN SACKS is your product partner and leaves the installation to the professionals in this field.

What are the lead times for in stock items?

All in stock items are stocked in various warehouses located around the country and delivery times vary. If an item is in stock, it will generally take 5-14 business days for shipping.

What is the difference in lead times for in stock and special order items?

Stocked items usually ship within 1-3 days after the order is placed. Shipping for special order, or non-stocked, items will vary depending on product ordered, quantity and destination. Please contact your nearest showroom or authorized dealer to determine the approximate time it will take to receive your order.

Can I purchase products on your website?

Currently, purchases cannot be made over the Internet. Please note that not all products available are represented on the ANN SACKS website. Please see showroom for the latest product offerings.

How can I get an ANN SACKS catalog?

You may purchase an ANN SACKS catalog directly from our website, by calling 800.278.8453 or visiting an ANN SACKS showroom or authorized dealer.

I saw an ANN SACKS product in a magazine - how can I get more information?

Please go to the Contact Us page and send us an email with the name, month, and page number of the magazine. Also, please describe which piece it is that you would like information on and we would be happy to reply to your request.

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2. Purchase Considerations

What should I consider when purchasing tile and plumbing?

You must always verify that the tile is suitable for the intended use. Some tile is appropriate for walls but not floors. Some considerations are indoor/outdoor, wet areas, countertops, and commercial projects. Other common considerations are design style, available colors, price, and material type. Material types include ceramic, glass, metal, concrete and stone among others.

Key factors that should be considered include:

Design Style: ANN SACKS offers products to fit a range of traditional, transitional and modern design styles offering flexible choices for any project.

Functionality and Quality: ANN SACKS products are engineered using precision valves and cartridges internally while engaging the finest craftsman in the industry to work and finish the surface.

Price Point: ANN SACKS offers a range of products from moderate to luxury price points.

Comprehensive Options: ANN SACKS collections offer a complete program of components including a selection of tiles, mosaics, trims, sinks, consoles and bath accessories to properly complete your project.

Flexibility: ANN SACKS plumbing collections offer flexible options including wall or counter mounted faucets; deck, wall or floor mounted tub fittings that can work with freestanding tubs; versatile shower systems that can include handshowers, massage sprays or rain shower heads in concealed or exposed pipe configurations.

Finishes: ANN SACKS plumbing collections offer a range of standard finish options including Chrome, Polished Nickel, Brushed Nickel and Brass. We also offer a range of specialty finishes to add unique character to your project including Pewter, Charcoal, Gun Metal, Weathered Copper, and Weathered Brass.

Is it possible for ANN SACKS to match or customize a design I already have installed?

Ann Sacks Collection(ASC) manufacturing welcomes custom colors. Send an example of the color you are trying to match and we will do our best to blend the finish as closely as possible to the finish sample that you have selected. In 2-3 weeks, a sample will be sent back to the showroom for your inspection.

How can I get a sample of tile to see if it matches my design?

Please visit your local showroom or authorized ANN SACKS dealer to obtain samples.

What colors and finishes are available for plumbing?

ANN SACKS plumbing collections offer a range of standard finish options including Chrome, Polished Nickel, Brushed Nickel and Brass. We also offer a range of specialty finishes to add unique character to your project including Pewter, Charcoal, Gun Metal, Weathered Copper and Weathered Brass.

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3. Ordering, Shipping & Returns

Can I return products?

Returns of stocked items are allowed within 30 days, but will result in a 25% restocking fee plus return shipping. Custom or made to order items cannot be returned.

How can I order replacement pieces?

Please contact your nearest showroom to see if the product is still available and process your request.

Does ANN SACKS ship to international locations?

Yes, ANN SACKS ships to international locations. Please call your local showroom for additional freight costs that may apply.

What are the customs, duties and exchange rates for Canadian residents?

Canadian residents that purchase ANN SACKS products pay in Canadian dollars the equivalent to US dollars (the most current exchange rate).

How can I place orders?

Please visit your local showroom or authorized ANN SACKS dealer to place an order.

How do you accept payment?

ANN SACKS accepts cash, check and credit card (Visa, MasterCard, American Express).

What are shipping costs?

Shipping costs are determined by the weight, quantity and destination of product.

What is your return and exchange policy?

See terms and conditions.

What is the warranty on ANN SACKS products?

See warranty information.

What are your payment terms?

ANN SACKS offers cash before delivery or net 30 terms upon credit approval.

How will my material ship?

Material weighing greater than 125 lbs will ship via LTL (ABF, FedEx Freight West, etc). Material(s) weighing less than 125 lbs will ship via UPS.

How will my material be delivered?

LTL deliveries are curbside delivery unless a lift gate truck and/or pallet jack are requested. UPS deliveries will be delivered via standard package delivery.

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4. Product Care

How do I care for my ANN SACKS tile and stone?

Stone

Normal maintenance requirements are similar to wood floors or carpet where routine sweeping or vacuuming is done for removing dirt. Stone surfaces should be resealed when water no longer beads on the surface. The frequency of resealing will depend on traffic and use. Stone, like any other natural product, will age and patina over time adding to its beauty and character.

Tile

Ceramic tile can be cleaned with common household cleaner or with Tile Care product that we provide.

Antique Terra Cotta

Antique Terra Cotta is shipped in the same condition in which it was reclaimed. Intense cleaning is a likely necessity before installation. Mold may be present upon receipt of material. If so, clean with a solution of vinegar and water. It is important to allow the terra cotta to dry completely for approximately 1 week before sealing.

Variation in size and thickness will occur from lot to lot, shipment to shipment and tile to tile. Dry lay the material prior to installation to allow for variation and color blending. When ordering, order 10% to 15% extra to ensure you will have enough material from one lot. There are no guarantees that the next lot will blend with your current lot. Original mortar may be present on the backside of the tile.

What is the best method to clean countertop surfaces?

Clean up spills immediately using only mild detergent and warm water to clean. Never use acidic or abrasive cleaners. Consider products that seal and restore marble and stone.

What is the best method to clean decorative surfaces?

The cleaning method for special or decorative finishes will be unique for each product. Specific care and maintenance information is available for specialty materials and must be followed to ensure long-lasting beauty. It is typically recommended to stay away from abrasive cleaners and to only use chemical cleaners as recommended.

How do I cut and work with glass tiles?

Each glass tile will have installation guidelines unique to that particular line. Read and follow these directions exactly. Some things that may be required are: Scoring and cutting with a glass cutter or cutting the glass with a diamond blade wet saw. Glass is installed on a crack suppression membrane using white thinset. Each piece should be back buttered.

What are suggested products to seal stone?

Sealing stone is strongly suggested as it will create a barrier between the stone and dirt and stains. Even if a sealer is used, this is not going to make the stone bullet proof and totally resistant to stains. Any staining agent that comes into contact with the stone should be removed immediately. Sealant and cleaner should be included on every stone order. We sell the Miracle Sealant Company products because they are widely considered the best available.

Sealant is easy to apply. Use a sponge brush, paint brush, or roller to spread it evenly over the surface of the stone. Traffic and use will effect the need to reseal a surface but resealing annually is a safe time frame.

ANN SACKS recommends the following sealers:

Porous Plus makes very porous surfaces more resistant to stains, hardens the surface and increases the static coefficient of friction while retaining the surface's natural look.

Mira Matte is designed to enhance the natural color and texture of honed, flamed, split face and textured natural stone. This product enhances the natural color while leaving the stone with a beautiful matte finish. Use this product in conjunction with Porous Plus.

Miraclean is a concentrated cleaner developed specifically for marble, terrazzo, granite, tile and masonry surfaces.

How do I care for my ANN SACKS plumbing products?

For best results, keep the following in mind when caring for your ANN SACKS plumbing product:

Always test your cleaning solution on an inconspicuous area before applying to the entire surface. Wipe surfaces clean immediately after applying cleaner and do not allow cleaners to sit or soak. Rinse the product completely with water after applying solution using a soft, dampened sponge or cloth. Never use an abrasive material such as a brush or scouring pad to clean surfaces.

What is the proper way to clean a glass sink?

Do not use bristle brushes or abrasive sponges as they will scratch some glass surfaces. Never use abrasive cleaners and do not let cleaners sit or soak on surfaces. Rinse and wipe fixtures after cleaning to prevent soap buildup.

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