Shipping & Returns

LTL shipments usually take 7-10 business days to arrive. Sample shipments usually arrive between 5-7 business days. Unfortunately, things like bad weather, strikes, and breakdowns can cause delays in shipping. We always try to ship orders on time, but sometimes things beyond our control happen.

International Shipping:

At this time, items are only available to ship within the United States and Canada.

Return Policy:  All Returns are subject to prior authorization.

  • You have (14) days from the delivery date to request a return authorization.
  • Upon Return Authorization notification, you have (14) days to deliver your return to the provided warehouse location(s)
  • There is a 35% restocking fee.
  • Shipping is nonrefundable.
  • You will pay for return shipping.
  • Your Return Authorization will provide you with the necessary information to ship your return(s) to our warehouse(s).
  • Contacting the fulfillment center where your order was shipped will nullify your Return Authorization. They do not authorize returns or arrange for return pickups.
  • We only accept complete, unopened cases of tile.
  • Your bill of lading must include our order number(s)
  • You must find a shipping company to ship your return. Unfortunately, we do not provide that service.
  • The cases must be securely packaged on a pallet suitable for shipping and receiving.
  • Your shipping company will provide specific requirements to pick up your order.
  • The returned cases will be inspected for damage before issuing credit. 
  • Our determination of fitness for use is final.
  • Any damaged cases will be deducted from the credit.
  • You will be responsible for recovering any damaged tile from your shipper.
Your refund is based upon the above criteria, and the amount is final.

You will receive an email with the refund amount, followed by a refund notice from our website.

It will take several days from the website refund notice before the refund will be reflected in your account.

Sample Orders are considered Final, and we do NOT offer returns on sample orders.

Cancellation Policy: Alexander James only accepts cancellations within 24 hours of your confirmation email. Outside of this time frame, orders cannot be canceled.

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 get in touch with us to get a freight quote. The shipping company will schedule a delivery appointment window. An adult must be 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. Remember, tile is heavy, weighing as much as 50 lbs. 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 before accepting your shipment. For freight, the shipper will have a bill of lading (BOL) which should match our packing slip.

Inspect for Damage

On your delivery day, 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 before 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: If your shipment contains any damaged boxes or items and/or is missing any items, please note this carefully on your BOL/Delivery Receipt. You must then hand your noted BOL/Delivery Receipt to your delivery person to process the damage or missing claim. Should there be any damaged or missing products,  you can call/email us to arrange for a replacement. You must check your shipment and ensure all the product is there upon delivery of your shipment. Please make sure to receive any claims for missing or damaged products within 48 hours of your delivery day.

All inspections of tiles must be done before installation.

It seems that installation is acceptance of the materials.