FAQ's

Frequently Asked Questions

 

General Information

  • Do you offer free shipping?

We do offer free standard shipping on orders over $50 delivered within the 48 contiguous United States. Additional charges apply for shipments to Alaska and Hawaii.

  • Do you offer shipping to Alaska, Hawaii?

Yes, we do. Shipping charges on orders delivered to Alaska or Hawaii will have an additional charge of $350.00 per pallet. Unless otherwise stated on the quote, payment of these charges is the sole responsibility of the customer. If you have any questions at all, please contact Customer Service at 800.454.BATH (2284).

  • Do you offer expedited shipping?

Yes, expedited shipping is available for an additional fee.  Many of our smaller items are in stock and can be expedited.  The customer will be responsible for any additional drop-ship or express shipping charges. Please note that Expedited Shipping does not include weekend delivery and any items not delivered by expected ship date is not the responsibility of American Bath Factory. To arrange for expedited shipping or for information and pricing, please call Customer Service at 800.454.BATH (2284).

  • When will my purchase ship?

Most of our items are made to order but usually ship within 15 business days if not sooner. To get more accurate lead times please call Customer Service at 800.454.BATH (2284)

  • Will my purchase be placed on backorder?

Even with all the customization available for your American Bath Factory product, all our products should ship within 15 business days. If for some reason your product is on backorder, we will provide you with a reasonably estimated shipping date, and you will have the option of canceling your order for a full refund.

  • Where are the items shipping from?

Products ship from our Southern California factory in Corona, CA.

  • Do you charge sales tax?

Items purchased and shipped to California and orders from our outlet center  are subject to sales tax

  • How do I change or cancel my order?

Please call Customer Service at 800.454.BATH (2284) as soon as possible. We are usually able to cancel your order or make changes within an hour of you ordering.

  • Will I be notified before delivery?

Large or heavy items ship via a Freight carrier.  Freight shipments typically take 2-5 business days, please allow extra time for remote or rural areas. The freight carrier will contact you to schedule a delivery. Appointments are available during normal business hours (Monday-Friday) and usually have a 4-hour time window. Extraordinary delivery requirements may create additional delivery charges.

To ensure you receive the product in good condition, a signature is required for freight delivery. The buyer must inspect the merchandise immediately upon receiving the delivery.  In order for the buyer to be held blameless upon receipt of goods, any visible damage to shipping container must be recorded on receiving receipt. Additionally, claims associated with shortage, loss or shipping damage must be reported within 24-hours after receipt of shipment. Damage claims made after these time periods may be rejected by the carrier. If you find damage, defects or missing parts, please contact our Customer Service at 800.454.BATH (2284). Please be sure to save your box and all packing materials in case an inspection or a return is needed.

  • Are there any special delivery instructions for freight deliveries?

Our prices include the packaging, freight and curbside residential delivery within the 48 contiguous United States. With curbside residential delivery, your item will be delivered via tractor trailer. You are responsible to remove the item from the truck and arrange for it to be brought into your home, garage, etc. (Please be advised: cast-iron clawfoot tubs are approximately 225 - 500 pounds; acrylic tubs are approximately 180 - 350 pounds each, showers range from 150 to 500 lbs) The driver is not responsible for bringing freight into your home, garage, etc. and does not assist with unpacking, set up or clean up.

Liftgate service is also available (additional charges apply). With this added option, the driver will lower the pallet from the truck via lift gate to the ground and place it at your curbside. You are still responsible for making arrangements to have item(s) brought into your home, garage, etc.

Remember, if you do not add the liftgate service option when ordering, you will need to arrange for the item to be lowered from the truck at the time of delivery.

  • What should I do upon delivery of my freight shipment?

Please Read Before Signing the Delivery Receipt

The Truck Drivers are instructed to allow you to inspect  the product at time of delivery, if you should have any problems with the inspection call ABF immediately.

NOTE: American Bath Factory does not shrink-wrap our boxes; shipments received this way should be thoroughly inspected before signing or accepting delivery. Any concealed damage or missing items must be reported within 24 hours. Your signature is acknowledgment that items were received in full and in good condition.

This shipment may include individually boxed items inside. It is your responsibility to inspect this shipment prior to signing the delivery receipt.

Before you sign the Delivery Receipt for your bathtub

  1. Take two minutes to examine the crate in front of you. Look for:
  2. Any obvious damage or defect on the crate (such as broken pieces or the crate does not appear to be intact).
  3. Rectangular-shaped holes where a forklift may have penetrated a crate side.
  4. Shoddy-looking repairs to the crate.
  5. Any indication that the crate has sustained a tip-over, or a strong impact anywhere.
  6. Inspect box for any obvious damage, open top and do a general inspection. If you are unable to fully inspect note on the delivery receipt: "One Crate received - contents not fully inspected"
  7. If the box is damaged, but upon general inspection you do not see visible damage to the bathtub, note on the delivery receipt: "One crate received damaged - contents not fully inspected"
  8. If you do see damage to the bathtub, please call American Bath Factory before you sign for or refuse the bathtub. An ABF customer service rep. will talk you through the damage and try to determine if it is simple minor damage that can easily be repaired or if the damage is extensive and the tub should be refused. Having a digital camera on hand for delivery and taking pictures of any crate damage is a great idea, and so is writing additional details of crate damage on the delivery receipt, however, neither is necessary.

Remember: Your signature on a written document has real legal power! Signing a delivery receipt means that you are acknowledging receipt of an item in good condition, unless you noted otherwise on the delivery receipt (you can read your delivery receipt yourself to verify this). It also means that the freight carrier will use the document you signed to reject any damage claims that American Bath Factory will make on your behalf.

 

After you have signed the Delivery Receipt for your bathtub

You have 24 hours to uncrate the bathtub and carefully inspect it for hidden damage. Most freight carriers in the US will not honor hidden damage claims after 24 hours from delivery, no matter how you signed for it.

If not installing tub upon receipt; make sure tub is stored in a safe, dry place, and out of the elements.

Please call our Customer Service Department at 1-800-454-2284 if you have any questions M-F 7:15 am to 4:00 pm PT.

  • What do I do if my delivery location is not accessible for my freight delivery?

If the delivery location is not accessible to tractor-trailers, the customer is responsible to inform American Bath Factory at the time of order, or the carrier when scheduling delivery, so that appropriate modifications (delivery or pick up location, type of truck required, etc.) can be made in advance. Please consider items such as small gravel roads, low hanging trees or anything that would impede a tractor trailer from making the delivery.

If after shipping it is discovered that the freight company could not deliver the bathtub to your residence, you will be contacted by the freight company or our customer service department. We will either arrange delivery to another location or hold the tub at the nearest terminal for up to three business days. (Additional charges for storage and redelivery may apply.) If the tub remains undelivered, it will be returned to American Bath Factory and the customer will be billed for the total storage and shipping charges (both directions).

  • What do I do if I receive items that were damaged during shipping?

Freight claims must be reported within 24 hours of delivery. Please make note of damages on the delivery receipt, or if there is excessive damage you may also opt to refuse the delivery due to shipment damages. Please call our Customer Service Department at 1-800-454-2284 if you have any questions M-F 7:15 am to 4:00 pm PT.

  • Can I Return my order?

For purchases made through our dealers, please contact them for return info and policies. Purchase made through our clearance center Please refer to Info below.

 

Cleaning and Care

  • How do I clean and care for my AcraStone™ tub?

Your bathtub's surface is very easy to clean. There are no pores for dirt to penetrate, so dirt will just rinse off with water. For sanitary purposes, you should occasionally clean your bathtub with a non-abrasive soap. Dishwashing detergent such as JOY™, PALMOLIVE™, IVORY™, etc., is all that is required.

IMPORTANT DO NOT CLEAN YOUR BATHTUB WITH THE FOLLOWING: PAINT THINNER, GOOF OFF™, SCRUBBING BUBBLES™, ACETONE, LACQUER THINNER, M.E.K.™ or other chemicals that attack the structural integrity of plastics (including, but not limited to acetone). Use of these chemicals will destroy the surface of your tub and void your warranty.

  • How do I remove scratches from my AcraStone™ tub?

If you should dull, scratch, or chip your bathtub, the appearance can be restored back to its new look. Small superficial scratches and dulling can be removed with a liquid polisher such as Gel-Gloss®. Deep scratches or burns can be removed by sanding the area using progressively finer grits (600, 800, 1200, 2000) of wet/dry sandpaper and water as a lubricant until the repair area is smooth. Finish your repair by polishing with a liquid polisher such as Gel-Gloss®. This repair should not take more than 10 minutes.

  • How do I clean my Champagne Massage bathtub?

Champagne Massage should be flushed at least once a month. Fill the bathtub with approximately 1/2" of water. Add 1 cup of household bleach and let mixture stand for 15 minutes before draining. Refill the bathtub with water to normal operating level and run the blower for five minutes, then drain your bathtub with the blower on for 3-5 minutes, to blow out any water and dry out the lines.

Day to day operation. Prior to turning on the Champagne Massage blower, fill bathtub with water to desired level. After your bath we recommend that while the bathtub is draining, turn on your air blower with the heat setting on for 3-5 minutes to blow out any water and dry out the air channels, even if you did not use the Champagne Massage feature.

  • How do I clean my whirlpool bathtub?

Whirlpool jets should be flushed at least once a month. Fill the bathtub with hot water only (just enough to run the whirlpool system). Add 2 teaspoons of low foaming liquid dishwasher detergent such as Calgon or Cascade, to hot water. Run the whirlpool system for 10 to 15 minutes. Rinse and then drain the system.

The whirlpool system magnifies the foaming properties of soap. Small amounts of low foaming bath crystals can be used during operation. Mineral bath salts, such as Epsom salts, will not harm the pumps or fittings. However, we recommend the bath be flushed with freshwater after every 10 mineral baths, and run for 10 minutes to flush out any solid residue which may build up.

  • Is there anything that I should use to clean my bathtub feet?

A dry clean cloth should be all you need to clean up your feet. For Old World Bronze or Old World Copper feet, please keep feet dry to avoid discoloration.

  • How do I care for my faucet finishes?

They should be wiped down to prevent water spots. Use products that are safe for faucets, using care to not to use anything that may harm the faucet or bathtub's surface.

  • How do I care for my Sistine Stone™ items?

DO NOT CLEAN STONE WITH PAINT THINNER, ACETONE, LACQUER THINNER, M.E.K. or Other chemicals that attack the structural integrity of Resin Based Stone (including, but not limited to acetone). Use of these chemicals will destroy the surface of your Stone and void your warranty. Soapy water, ammonia based cleaners or commercially available solid surface cleaners will remove most dirt and residue from all types of finishes. Stubborn residue will require a little stronger cleaner. Sistine Stone is naturally waterproof and will not absorb spills or soil, simply wipe away soil or spills with a damp sponge. Periodic cleaning with a sponge and warm, soapy water will remove any buildup of dust or grime.

  • How do I care for my Art-Cast™ Metal Bowl?

We recommend that you use the protective sealer included in your "Care and Maintenance Kit" every 4 to 6 months. Before installing and using your "Living Finish" bowl in a high use area, please keep in mind that "Living Finishes" require more care and maintenance than a traditional porcelain product. If spotting should occur, use the protective sealer more frequently. We also recommend that you keep the basin clean and dry by wiping with a soft cloth after use and do not allow toothpaste, carbonated beverages, or other corrosive household products to remain on the surface.

  • How do I care and maintain my furniture?

DO NOT CLEAN CAPE MANSION™, LE CHATEAU, Manor House FURNITURE WITH PAINT THINNER, ACETONE, LACQUER THINNER, M.E.K. or Other chemicals that attack the structural integrity of Paint (including, but not limited to acetone). Use of these chemicals will destroy the surface of your Furniture Paint and void your warranty. Also, do not use excessive amounts of water to clean the furniture as 75% of the furniture is made up of MDF (particle board) and will swell if exposed to water. If the customer wants to polish up their cabinet the use of Pledge and a soft cloth is all you will need.

  • How do I care for my Franciscan Bowl?

DO NOT CLEAN STONE WITH PAINT THINNER, ACETONE, LACQUER THINNER, M.E.K. or Other chemicals that attack the structural integrity of Resin Based Stone (including, but not limited to acetone). Use of these chemicals will destroy the surface of your Stone and void your warranty. Soapy water, ammonia based cleaners or commercially available solid surface cleaners will remove most dirt and residue from all types of finishes. Stubborn residue will require a little stronger cleaner. Sistine Stone is naturally waterproof and will not absorb spills or soil, simply wipe away soil or spills with a damp sponge. Periodic cleaning with a sponge and warm, soapy water will remove any buildup of dust or grime.

  • How do I care for my Franciscan Ahqua™ Spout?

The patented spout-less Ahqua faucet has one of the simplest and compact designs in the industry. The care for it is even simpler. Once in awhile, you′ll want to clean the aerator inside the faucet. First unscrew the aerator housing. When removing the aerator housing from the faucet, the aerator should come out with the housing. The rubber washer and the semi-circle washer should all come out together. Use a fine bristle brush to clean out any dirt or debris from the aerator. To reassemble the faucet, place the aerator back into the aerator housing, as positioned before. Reverse the directions for disassembling the faucet head.

 

Bathtubs

  • What is AcraStone™?

AcraStone is our proprietary technology, that makes your bathtub a product that you can rely on to be beautiful and dependable for years to come. AcraStone starts with a thick acrylic base, then reinforced with an ABS backing, a stone/resin blend, another layer of ABS backing and finished with a second sheet of thick acrylic. Our bathtub construction provides our customers with a tub that is strong, thick and warm to the touch. Our process also makes for a sturdy tub without excessive flex. We put in twice the labor required compared to a conventional bathtub.

  • What are the specs of the Champagne and Whirlpool Pump?

Both the Whirlpool pump and Champagne Massage blower holds 115 Volts and 10 Amps.

  • How do I choose my blower location ?

For tubs with an end drain If you were sitting in the bathtub with your feet at the drain, you would choose your blower to be on the right "RH" or left "LH" side, depending on what side your wall is on. Double ended bathtubs use "C" center drain location only.

  • Can I remove the feet off of my bathtub?

We do not recommend that customers remove their feet from the bathtubs with the feet already attached. When the feet are put on, we make sure that the bathtub is level. This is a long and tedious process and can be very frustrating for a customer to have to do. If they think it is because they do not think that they can get it through a small doorway, remind them that just like they would a refrigerator or a couch, they should swivel the bathtub through on its nose. Make sure to protect the bathtub and floor during the process. If your tub comes without the feet attached, we recommend attaching the feet once you move it into the room (if  tight spacing may be an issue).

  • What is this bag of sand for?

Southern California is known for our beaches and we know that not everyone will be able to visit one of our beaches, so we send a little piece of our So Cal beaches with every tub. We hope that everyone can visit our beaches but until then we sent a little teaser.  We also hope you’ll be able to repurpose it. Use it to clean up an oil spill, to steady a mug that you need to glue the handle back on, add a small amount in a narrow bottle with soapy water to help clean the narrow neck or use it to hold a candle outdoors.

 

Showers

  • How do I chose a left or right threshold for a corner shower?
  • On our corner showers you will need to choose either a left or right threshold location. The threshold location will be determined by which side won’t be touching your bathroom wall. If you opt for a hinged door that will always be located on the front curb/threshold. So for example a left threshold would have a right hand door and vice versa. Please see image below.

    • I am missing a drain jam nut, can you send me one?

    Old school drains rely on rubber gaskets, jam nuts, and plumber's putty to seal along the top and bottom of the pan. This sometimes causes problems if the pans thickness around the drain flange isn't perfectly even, the rubber gasket will not seal and will leak, plumber's putty isn't flexible and that leads to more leaks. Also, these types of drains are impossible to remove once the shower is installed since the jam nut is on the bottom making them irreplaceable. With the advent of high quality silicones, plumbing techniques like plumber's putty and jam nuts are not needed. Our drains do not have a jam nut on the bottom. Our drains rely on an internal jam nut and a rubber seal to seal the drain pipe as well as Silicone to seal the drain to the pan. This leads to a dependable 100% leak-free seal, and the drain could still be removed from the top if necessary.

    Feel free to call us at (800) 454-BATH (2284) with any questions. External drain jam nuts are not necessary on our pans; however, if you would like to apply an exterior jam nut, simply call our Customer Service to order one. Installation of an exterior jam nut will require pan modification. You will need to countersink the underside of the pan around the drain hole evenly. Silicone installation will still be required around & inside the interior of the pan drain. Please Note: Modification of the pan, as with any part, may void the warranty.

    • How tall are the showers?

    Our showers are 80” tall unless otherwise noted.

     

    Faucets

    • My F900A Deck Mount Faucet has a 6" spread but my bathtub faucet holes are 7"

    There is an easy solution to this problem. Please remove the legs(risers) of the faucet and switch the legs  to the opposite side.

    • What is a Pressure Balanced valve?

    A pressure-balance valve features just one handle controlling both volume and temperature, as well as a dial or set-screw that sets the stop-point for the handle (the maximum ratio of hot to cold). Pressure is balanced by way of either a sliding disc on a piston, or a spool, that react to changes and maintain the pressure ratio. When some cruel soul flushes the toilet while you're busy rinsing, cold water is sent to the toilet tank, reducing the cold water pressure arriving at the shower valve. The mechanism inside the pressure-balance valve will move to reduce (or cut off) the hot water, maintaining the balance between hot and cold flows: temperature should not fluctuate more than a few degrees. Always keep in mind that a pressure-balance valve doesn't pay attention to temperature, so with the valve set at maximum temperature, and the handle turned all the way to “hot”, the water coming out of the shower will be as hot as the water heater has to offer (which could be even higher than the setting on the thermostat).

    • What is a Thermostatic Valve?

    Thermostatic valves have two handles: one controlling the volume and the other one for the water temperature. This is because thermostatic valves react to the temperature, not the pressure of the water. With our F600 you can change the flow volume without affecting the temperature, which makes water conservation easy: just turn down the flow while shampooing or shaving! This is all possible due to a wax element inside the valve that expands or contracts in reaction to heat. When water exceeds the maximum set temperature, the element expands to reduce the flow of hot water, and allow more cold into the mix. Should either hot or cold supply fail, the valve will close off flow from the other side. The advantage with thermostatic valves is the direct control over output temperature; while your water heater can be set to 120° F, the water coming out of your shower will range between 70° and 115° F (Pre-set temperature is set on the valve to 105° F).

     

    Clearance Center

    • How do items become available on the clearance center?
    1. Returns & Cancellations: American Bath Factory manufactures items to order and we do not keep inventory of special order items. To avoid the costs of large warehousing facilities and high inventory levels when products are returned or canceled we make these products available direct. This helps us keep the distributors cost down by not imposing a no return policy on them.
    2. Model and Style Changes: American Bath Factory has been innovating for over 35 years, to keep our product fresh this often requires change. The most popular and fresh items are sold through dealers and distributors. Unfortunately, it is impossible for our dealers and distributors to represent our 6 million item choices. American Bath Factory has invested money into engineering, molds and parts inventory for items that are not represented through distributors. We can still manufacture these items and in order to recapture cost we sell through the clearance center or special request from our dealers.
    3. Volume Inventory: Special volume inventory products that were manufactured for dealers or distributors and they have stopped ordering those products and we are left with a high volume that needs to be liquidated.
    • How do I see the items in my cart?

    Now that we have a new website, we update, maintain and add new content daily. If you need help with viewing your cart simply clear your internet cache, or hit Ctrl + F5 (for PC) and Command + Shift + R (for Mac).

    • I am in the checkout section, but I can't enter my card?

    In order to complete your purchase online, Javascript needs to be enabled on your computer.

    • Do you charge sales tax?

    Items purchased and shipped to California and orders from our outlet center  are subject to sales tax.

    • What forms of payment do you accept?

    American Bath Factory currently accepts Visa, MasterCard, American Express and Discover cards.

    • Where is my tracking information?

    Updating tracking numbers take place Monday - Thursday. If your item is shipped on a Thursday, you may not receive tracking information until Monday the following week. If you have any questions at all call our Customer Service Department at 1-800-454-2284 if you have any questions M-F 7:15 am to 4:00 pm PT.

    • What is a blem item?

    Because many of our items are made by hand, we have some items that don’t pass our quality control checks. So those items become available to you at a very minimal price. Since we do price those items so low, please note that these items are a FINAL SALE item and are sold AS-IS. We try our best  to properly and clearly describe the blemishes and take accurate, close-up photos. Occasionally these blems will be almost impossible to photograph and can only be seen or felt in person. So please make sure to thoroughly read descriptions and look at the photos prior to purchasing. Should you need more information, photos  or details about a blem item please contact Customer Service or send us an email and we will be happy to assist you. Please note all blem items are First Come First Serve. We can not hold these items. Coupon Codes can not be used for FINAL SALE OR AS-IS ITEMS.

    • Do you have a showroom?

    We do have a number of items on display at our Factory in Corona, CA. Appointments can be made by calling us at 800.454.BATH (2284)

    Factory Hours:

    Mon-Fri: 8 AM to 3:30 PM (PT)

     

    Clearance Center Returns

    • No Hassle Returns

    We know how disappointing it can be when purchases don't work out, and we do everything we can to make the returns process fast and simple. Items may be returned for a refund or replacement, provided that you contact us within 30 days of shipment and items are in sellable condition. Shipping charges apply and are non-refundable.

    • Truck/Freight Delivery Items:

    If you need to return a large item (tub, shower, etc.) that was delivered by truck, contact customer service at 1-800-454-2284. Please note that there is a flat fee of $175 for all truck delivery returns.

    • What can’t be returned?

    American Bath Factory cannot accept a return for or refund the following:
               • Special-order items not listed in our catalog or on our website

    • Items with custom work or painting at time of sale
    • Items purchased as a Final Sale or As-is Item
    • Items that have been altered or mishandled
      • Items that have been installed or show signs of installation (markings, scratches, plumber's putty, etc.). If an installed item is defective, please contact Customer Service for assistance.
    • Returning your order

    All items must have a RMA number, so please contact Customer Service to get your Return Merchandise Authorization code at 800-454-BATH (2284) or request your return here. Pack the item in its original shipping box, if possible, or a sturdy, plain cardboard box. Remove or cover any pre-existing labels or stickers. Print the RMA Number on the box. Seal the box completely, making sure the item is secure for shipment.
    For returns please note that expedited shipping charges are non-refundable.

    • Your Refund

    Allow 7-10 days for your package to arrive at our warehouse. Within 48 hours, your return will be processed back into our inventory. Your financial institution will credit your card 2-10 business days later. Once your return has been received, you'll get an email confirmation that your return has been processed.

    • Damaged during transit

    If your items are damaged during shipping, please contact us immediately. We will assist in filing a claim with the carrier and sending a replacement to you.

    Furniture

    • What type of Materials is the Cape Mansion™ product line composed of?

    The Cape Mansion furniture line is composed of MDF, Poplar, Birch, and/or Pine wood. MDF = medium-density fiberboard. MDF is commonly used in Bathrooms because it is resistant to warp, moisture and compression.

    • Are the Cape Mansion™ doors made to open Right or Left?

    The doors can be opened either way as the knob hole is located directly on the halfway mark on the door.

    • Do the Cape Mansion™ furniture items come pre-assembled?

    The furniture does not come pre-assembled; therefore assembly is required for the Cape Mansion furniture line.

    • What type of Materials is the Le Chateau product line composed of?

    Le Chateau vanity body section is composed of MDF and the feet are composed of solid wood. MDF = medium-density fiberboard. MDF is commonly used in Bathrooms because it is resistant to warp, moisture and compression.

    • Do the Le Chateau furniture items come pre-assembled?

    The furniture does come pre-assembled; therefore assembly is not required for the Le Chateau furniture line.

     

    Website

    • Do I need to create an account on American Bath Factory's website?

    No, you do not have to create an account on our website to view our products. When making a purchase through our site, you will automatically be given an account, so you may receive updated information about your products. This will include shipment status.

    • The website is doing strange things, or has a blank screen, is this normal?

    If American Bath Factory's website is acting weird, please feel free to let us know through our Contact Us Page.