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Welcome to Alluminare.com Support!
Submitted Jan 16, 2009 in About Alluminare
We're here to help
Welcome to Alluminare.com support. We're here to help! Susan and Eric are our product specialists on hand and can answer any questions you may have.
Using Help Resources
Alluminare's help resources are always accessible in the sidebar of your Support home page. We've got the basics but we're adding more! If there is something you'd like to see that's not here yet, log in and submit a feature request! We'd love to hear your feedback about making help as helpful as possible.
- I'm trying to decide and need help Need help on all the little parts that make up your order? Check out our Getting Started articles to get a feel for the basics.
- Need design help? Friday is on hand to answer your design questions. Click here to begin, and see what others have asked as well!
- Are you a member of the trade? If you're a member of the trade, check out our trade resources here.
- Do you have a question after you have received your order? Check out our after your order resources.
What's New?
All in one help: Before, our help resources were all over the place. Now, they're all in one place. Use search to find what you need, or browse our help articles. Find out about known problems, how to report problems, submit and check on requests, all from your Support home page.
Important Announcements: When you click Support from the Alluminare.com website, you'll be taken to your Alluminare.com Support home page. The home page will always have the latest announcements and updates from the Support team.
Ticket Accessibility and History: Alluminare's new Support home gives you access to your requests in one place. You can submit a new request, check on existing requests, and even see closed requests. All of your support requests are linked together, so we have a working account history for every person who has submitted a request for help. This means we always know what's going on with your account, and you only need to submit one request for help.
Contacting Us
Submitted Jan 07, 2009 in About Alluminare
Option 1: Fast & Easy: Open a Support Ticket
By far, the quickest and easiest way to contact us. Check and respond your support ticket online or by email and keep a record of your request - especially helpful for more complex issues. We will assign your ticket to a specialist within 2 business hours and strive to solve your ticket within 4 business hours. Click here to open a ticket.
Option 2: Faster: Chat with Us
Do you have a quick question? Chat is the fastest way to get it answered, and if our chat representatives don't have the answer immediately, they will open a ticket for you on the spot. We're on chat during our normal business hours and can help you right away. Click here to chat!
Option 3: Call Us
We are available Monday through Friday at 866 526 7748. Our team of phone support specialists is small, but can help with more complex questions.
Fax:
Our fax number is 866 986 9966.
Mail:
14525 SW Millikan Way #24152
Beaverton, OR
97005-2343
USA
Fabric Selection: All about Standard Fabrics
Submitted Jan 07, 2009 in Getting Started
About the Fabric Itself
Our standard fabric selection is vast. We offer smooth cotton, linen, suede, paper, wood veneer, cane and bamboo. In general, if a particular fabric does not specify the material in its name (I.e. White Linen, Cranberry Suede, Japanese Cane) then it is made from cotton sheeting.
How long does it take to get a standard fabric order?
It takes any order made with standard fabric 2-4 weeks to produce. Shipping is from Georgia and is in additon to this time. We work hard to ship quicker than expected, so you may even see your products arrive earlier than this.
Can I rush a standard fabric order?
Yes, you can rush a standard fabric order. To inquire about rush service, please follow these steps:
1. Open a ticket to us with the URL of the item you wish to inquire about
2. Tell us when you need it on site and where you are shipping to (City/State or Zip code)
3. We'll check with our production department and find out if rush is available to meet your needs.
Rush service adds 25% onto your order. For instance, a product that costs $400 would have a rush charge of $100 making the product price $500. However, we will honor any current sale pricing before a rush charge is added.
Can I buy just the standard fabric for other projects?
We do not sell yardage of our standard fabrics at this time.
Do you accept Customer's own materials (COM)?
We only produce products with materials we have tested and stock, we do not accept COM.
Can you sell me just the light so I can add my own fabric?
No, we only sell complete fixtures. You cannot add your own fabric.
How true is the color?
Colors vary from monitor to monitor, regardless of the website. If you are unsure and must match an existing item or color, order a sample to work from.
I need a fabric that you used to carry, but I cannot find it on the site anymore, can I still order it?
Our fabric selection changes from time to time, and some materials may go out of stock or be discontinued. If you are looking for something that is not on the site, please open a support ticket with us and we will research it for you!
Fabric Selection: All about Custom Fabrics
Submitted Jan 06, 2009 in Getting Started
About the Fabric Itself
Our custom fabrics are printed-to-order at 720 dpi on 100% cotton sheeting for maximum color saturation and beauty. You can choose from any of our patterns, many of which are exclusive to Alluminare, and then customize your choice with any of our color options. The fabric is left untreated in any way.
How do I clean it?
Our custom fabrics are dry clean only. Using detergent may cause the colors to fade. For spot cleaning, we recommend using a damp cloth.
How long does it take to get a custom fabric order?
It takes any order made with custom fabric 3-4 weeks to produce. Shipping is from Georgia and is in addition to this time. We work hard to ship quicker than expected, so you may even see your products arrive earlier than this.
Can I rush a custom fabric order?
We cannot rush a custom fabric pendant due to the involved production process.
Can I use this on upholstery?
Because of the nature of printing, our fabrics are not recommended for heavy-use upholstery. The pigment ink does not penetrate as deeply as the wetter process of screen printing. With heavy abrasion, one can wear through the surface design to the fibers below. This being said, we have tested our fabric in our own homes and have not had any issues after 1 year so far.
Can I buy just the custom fabric for other projects?
Yes you can! We now offer custom fabric by the foot!
How true is the color?
Colors vary from monitor to monitor, regardless of the website. If you are unsure and must match an existing item or color, order a color blanket or material swatches to work from.
Also, please know that on some monitors the colors in the custom patterns appear to blend together slightly; this is only an illusion in the image display and does not happen in the finished product.
I have an older color blanket sample, can I still order colors that you had then?
If you have ordered a color blanket and then gone to order what you have chosen from the blanket on our website and noticed that a particular color is not listed there, please be aware that it does not mean that the color is no longer being offered.
Place your order online with any custom printed colors, and then open a ticket with us after you place your order. Tell us what colors you would like from the old color blanket. We will change your colors in our order system.