Shipping & Returns
Lead Times Currently due to COVID 19 Pandemic are approx. 7-10 Business Days
At this time, items are only available to ship within the United States and Canada.
Return Policy: Returns are subject to prior authorization
Regular Orders are subject to a 25% restock fee and return freight costs.
Sample Orders are considered Final and we do NOT offer returns on sample orders.
Cancellation Policy: Alexander James only accepts cancellations within 24 hours from the time your confirmation email is sent. Outside of this time-frame, orders cannot be cancelled.
Small Parcel vs LTL Freight
Samples + Orders less than 150 lbs. ship Small Parcel Ground
Orders greater than 150 lbs. ship via LTL (Less than Truck Load) Freight
Freight Deliveries are scheduled “residential” with lift gate and pallet jack for CURBSIDE delivery only. IF you are delivering to a commercial business address, please contact us to get a freight quote. Shipping company will schedule a delivery appointment window. There must be someone at the delivery location to receive and sign for the shipment. It is your responsibility to bring the tile from the curb inside. Delivery drivers will not break down pallets or deliver tile inside. Keep in mind, tile is heavy, weighing as much as 50lbs per box.
Packing Slip will be attached to your shipment. Please review your packing slip closely as it contains the number of items in your shipment. Be sure that you have received all items prior to accepting your shipment. For freight, the shipper will have a bill of lading (BOL) which should match our packing slip
Inspect for Damage
On the day of your delivery, inspect your shipment for any signs of damage, including damaged boxes and any other external damage. Torn or distressed boxes and/or packaging may indicate internal damage. This damage inspection should be made prior to accepting your shipment. Please note: It is considered acceptable that 2% - 4% will be received slightly damaged, chipped, or scratched. Tiles are predominantly hand-picked and hand packed. Slight surface marks are standard. It is recommended to order at least 15% more than your project requirements to allow for these issues, as well as installation cuts, breakage, and future repairs.
Claims: Should your shipment contain any damaged boxes or items and/or if your shipment is missing any items, please note this carefully on your BOL/Delivery Receipt. You then must hand your noted BOL/Delivery Receipt to your delivery person for processing a damage or missing claim. Should there be any damaged or missing products you can call/email us to arrange for replacement. It is required that you check your shipment and make sure all the product is there upon delivery of your shipment. Any claims for missing or damaged products must be received within 48 hours of your delivery day.
All inspection of tiles must be done prior to installation.
Installation constitutes acceptance of the materials.