Frequently Asked Questions
General Ames Questions
For questions on our products, browse our technical and safety data sheets.
Commonly Asked Questions
Our products come with various warranties, each specific to the product. Please review the product specific warranty, based on the product used. Ames Research Laboratories also offers a "Product Limited One Year" warranty on all of our products. Please call us if you have any questions or need further assistance with our warranty program. 1-888-345-0809
Hours of operation, location, and phone numbers
We are open 5 days a week and closed Federal and other holidays (check our Facebook for up to the minute information)
Hours of Operation Monday through Friday from 7:30am-4:30pm
We are available on call for emergency questions or orders on Saturdays via calling in. Calls are returned within 24hrs.
We are located in Salem, Oregon
1891 16th Street SE Salem, OR 97302
Main Office and Accounting 503-588-7000
Sales and Product Questions 503-588-3330 or 888-345-0809
Due to COVID we ask that you call us and make an appointment. We ask that you follow all CDC guidelines and if you feel sick to stay home, if visiting please wear a mask.
Third party orders
AMES DISCLAIMER: Ordering products through a third party—
Unfortunately all orders placed through a third party must be handled through that company. We are unable to take returns that were not purchased directly through our website or with our sales team. Please review the return and exchange program for that company and follow those guidelines.
AMES account benefits
Setting up an AMES user account is the best way to get personalized help and customized ordering and reordering. This is a great service for those that order from us often and already have a specialty account set up with us.
Terms and Conditions
Order on-line using a major credit card such as Visa, Master Card, American Express and Discover. We also accept Purchase Orders from Government Agencies, Accredited Educational Institutions, and qualifying companies.
If you are ordering from APO addresses or International addresses shipping prices may vary; we will contact you after you complete your order.
All purchases or sales on a major credit card are final with the exception of our return and refund policy; order cancellation policy; refusals and cancellations; shipping and limited warranty.
Large Bulk Orders & Signing up as a Distributor or Retailer
We are glad to help you with your large projects. Please give us a call directly to inquire.
888-345-0809 or email us email@example.com
Our dedicated Sales Team will gladly handle your inquiry.
Free Shipping Qualifications
Orders of 3 or more 5 gallon pails are eligible for free shipping within the continental (48) United States. This offer is not valid on all products, and cannot be combined with any other offer or discount. Free shipping and returns are subject to restocking fees and Ames return policy. Orders placed through Bulk or Retailer Distribution purchases are subject to separate return shipping terms and conditions. Contact your sales team member for more information.
Free Shipping Promo is on all products not discounted, this offer cannot be combined with any other offer or promotion. Return shipping terms and conditions still apply.
I'm missing a product from my order, what do I do?
Please contact us as soon as possible and we will work to make sure the order is fulfilled. If the order was placed with a third party seller, you must contact them directly. Contact Order/Logistics by clicking here.
What do I do if I receive a faulty item in my order?
Please contact our Customer Service Department 503-588-7000 and we will schedule a carrier driver follow up. All damage claims will be filed by the manufacturer with the carrier. Please keep the original box and packaging material, as this will be needed to file a damage claim with the carrier. A replacement will be shipped once the damage claim is filed and we have a response from the carrier. We are not responsible for orders placed through secondary distributors, ie Home Depot, Ace, True Value etc.
Refunds and Shipping Charges
Where is my order?
All orders are usually shipped same day ground, unless your order contains a custom color. You should receive a conformation email with tracking information on your order. If you do not please contact us and we can send you the information. Please have your order number ready when calling.
All orders can be canceled up until they are sent to the warehouse. Once in the warehouse an order can only be returned.
We have a dedicated Service Team that will handle you requests. Once you have a representative, they will be your point of contact for as long as you conduct business with Ames.
While we will use our best efforts to fulfill all orders, Ames Research Laboratories, Inc. cannot guarantee the availability of any particular product displayed on this Site. Ames Research Laboratories, Inc. reserves the right to discontinue the sale of any product listed on this Site at any time without notice.
Delivery to remote rural areas may require additional time in transit.
Product prices offered on this Site may vary from other advertised prices due to varying conditions in different geographic markets.
The prices displayed on this Site are quoted in U.S. dollars and are valid and effective only within the United States, and such prices do not include shipping and handling or sales taxes, if applicable, which will be added to your total invoice price. You are responsible for the payment of any shipping and handling charges and state and local sales or use taxes that may apply to your order.
While our goal is a 100% error-free Site, we do not guarantee that any content is accurate or complete, including price information and product specifications. If we discover price errors, they will be corrected on our systems, and the corrected price will apply to your order. Ames Research Laboratories, Inc. reserves the right to revoke any stated offer and to correct any errors, inaccuracies or omissions (including after an order has been submitted and accepted).
PRODUCT & STOCK
Who do I talk to about a Product issue?
How do I apply waterproofing coatings and sealants?
Each product, substructure and project has a different requirement for application of waterproofing coatings and sealants. If you search for application guides or check the specific product page you will find the application methods for our products based on the project specific to your needs.
Basement & Foundations:
Bathroom & Tile Projects
Deck, Floor and Patio's
RETURNS AND EXCHANGES
Undamaged, unopened, non-defective items can be returned within 30 days of delivery. Custom colors may not be returned. There will be a 25% restocking fee charged for return or exchange, plus any additional freight costs. Please retain all original packing materials to return the purchase. Please call Customer Service for an RMA (Returns Merchandise Authorization) number and to make return shipping arrangements.
No returns will be accepted after 30 days.
In transactions involving free shipping the customer is responsible for paying the return shipping costs and fees.
Returns from secondary resellers, ie Amazon, are not accepted directly by Ames Research Laboratories. You must follow the return policy where you purchased the product.
Please contact us directly 888-345-0809. If your order has processed and is sent out for shipping, we will have to treat it as a return. Please note that fees will apply which could include a 25% restocking fee.
If you have any questions, please feel free to call or email us.
We will do everything possible to make sure you get the right product for your project. We offer a 30 day return/exchange policy on all of our standard products. All custom color orders are not exchangeable. Any bulk order or dealer order is handled on a case-by-case process with
Most refunds are processed once we receive the returned product. This can be within days or can take up to 7 days, since we are not able to control bank processing time.
What is your policy on data use and information?
Privacy Compliance Certification
Ames has PCI DSS certification.
Collection of your Personal Information
In order to better provide you with products and services offered, Ames may collect personally identifiable information, such as your:
- First and Last Name
- Mailing Address
- E-mail Address
- Phone Number
If you purchase Ames's products and services, we collect billing and credit card information. This information is used to complete the purchase transaction.
Ames may also collect anonymous demographic information, which is not unique to you, such as your:
We do not collect any personal information about you unless you voluntarily provide it to us. However, you may be required to provide certain personal information to us when you elect to use certain products or services. These may include: (a) registering for an account; (b) entering a sweepstakes or contest sponsored by us or one of our partners; (c) signing up for special offers from selected third parties; (d) sending us an email message; (e) submitting your credit card or other payment information when ordering and purchasing products and services. To wit, we will use your information for, but not limited to, communicating with you in relation to services and/or products you have requested from us. We also may gather additional personal or non-personal information in the future.
Use of your Personal Information
Ames collects and uses your personal information to operate and deliver the services you have requested.
Ames may also use your personally identifiable information to inform you of other products or services available from Ames and its affiliates.
Sharing Information with Third Parties
Ames does not sell, rent or lease its customer lists to third parties.
Ames may share data with trusted partners to help perform statistical analysis, send you email or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to Ames, and they are required to maintain the confidentiality of your information.
Ames may disclose your personal information, without notice, if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Ames or the site; (b) protect and defend the rights or property of Ames; and/or (c) act under exigent circumstances to protect the personal safety of users of Ames, or the public.
Tracking User Behavior
Ames may keep track of the websites and pages our users visit within Ames, in order to determine what Ames services are the most popular. This data is used to deliver customized content and advertising within Ames to customers whose behavior indicates that they are interested in a particular subject area.
Automatically Collected Information
Information about your computer hardware and software may be automatically collected by Ames. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the Ames website.
The Ames website may use "cookies" to help you personalize your online experience. A cookie is a text file that is placed on your hard disk by a web page server. Cookies cannot be used to run programs or deliver viruses to your computer. Cookies are uniquely assigned to you, and can only be read by a web server in the domain that issued the cookie to you.
One of the primary purposes of cookies is to provide a convenience feature to save you time. The purpose of a cookie is to tell the Web server that you have returned to a specific page. For example, if you personalize Ames pages, or register with Ames site or services, a cookie helps Ames to recall your specific information on subsequent visits. This simplifies the process of recording your personal information, such as billing addresses, shipping addresses, and so on. When you return to the same Ames website, the information you previously provided can be retrieved, so you can easily use the Ames features that you customized.
You have the ability to accept or decline cookies. Most Web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. If you choose to decline cookies, you may not be able to fully experience the interactive features of the Ames services or websites you visit.
This website contains links to other sites. Please be aware that we are not responsible for the content or privacy practices of such other sites. We encourage our users to be aware when they leave our site and to read the privacy statements of any other site that collects personally identifiable information.
Security of your Personal Information
Ames secures your personal information from unauthorized access, use, or disclosure. Ames uses the following methods for this purpose:
- SSL Protocol
When personal information (such as a credit card number) is transmitted to other websites, it is protected through the use of encryption, such as the Secure Sockets Layer (SSL) protocol.
We strive to take appropriate security measures to protect against unauthorized access to or alteration of your personal information. Unfortunately, no data transmission over the Internet or any wireless network can be guaranteed to be 100% secure. As a result, while we strive to protect your personal information, you acknowledge that: (a) there are security and privacy limitations inherent to the Internet which are beyond our control; and (b) security, integrity, and privacy of any and all information and data exchanged between you and us through this Site cannot be guaranteed.
Right to Deletion
Subject to certain exceptions set out below, on receipt of a verifiable request from you, we will:
• Delete your personal information from our records; and
• Direct any service providers to delete your personal information from their records.
Please note that we may not be able to comply with requests to delete your personal information if it is necessary to:
• Complete the transaction for which the personal information was collected, fulfill the terms of a written warranty or product recall conducted in accordance with federal law, provide a good or service requested by you, or reasonably anticipated within the context of our ongoing business relationship with you, or otherwise perform a contract between you and us;
• Detect security incidents, protect against malicious, deceptive, fraudulent, or illegal activity; or prosecute those responsible for that activity;
• Debug to identify and repair errors that impair existing intended functionality;
• Exercise free speech, ensure the right of another consumer to exercise his or her right of free speech, or exercise another right provided for by law;
• Comply with the California Electronic Communications Privacy Act;
• Engage in public or peer-reviewed scientific, historical, or statistical research in the public interest that adheres to all other applicable ethics and privacy laws, when our deletion of the information is likely to render impossible or seriously impair the achievement of such research, provided we have obtained your informed consent;
• Enable solely internal uses that are reasonably aligned with your expectations based on your relationship with us;
• Comply with an existing legal obligation; or
• Otherwise use your personal information, internally, in a lawful manner that is compatible with the context in which you provided the information.
Children Under Thirteen
Ames does not knowingly collect personally identifiable information from children under the age of thirteen. If you are under the age of thirteen, you must ask your parent or guardian for permission to use this website.
From time to time, Ames may contact you via email for the purpose of providing announcements, promotional offers, alerts, confirmations, surveys, and/or other general communication. In order to improve our Services, we may receive a notification when you open an email from Ames or click on a link therein.
If you would like to stop receiving marketing or promotional communications via email from Ames, you may opt out of such communications by clicking on the UNSUBSCRIBE button..
Changes to this Statement
Ames welcomes your questions or comments regarding this Statement of Privacy. If you believe that Ames has not adhered to this Statement, please contact Ames at:
Ames Research Laboratories
1891 16th st SE
Salem, Oregon 97302
Effective as of March 25, 2021