Return and Refund Policy
We want you to be happy with your purchase, which is a goal that has kept Alexanian’s in business since 1925.
IN STORE PURCHASE
If you made a purchase in store, please contact the store where the original purchase was made and speak with your sales representative or the store manager to expedite your return.
ONLINE ORDERS
If you made your purchase online, please follow the return procedures below for the fastest service.
Online promotions, unless stated otherwise, only apply to online purchases.
Online Purchase Return Policy
If you have made a purchase online and have reconsidered it prior to the shipping notification, you may cancel your order by email.
- Special order material may be subject to a restocking fee per our in store/online category policy below;
- Custom order products are non-refundable once customization work has started
If the order has been shipped, you may still return it for a full refund or exchange based on the specific category policies below. Contact us within two business days to obtain a Return Authorization number and to arrange for either a return by courier option, or to set up an appointment for a return to store. You will have 7 days to return your purchase.
Please note that all goods must have original tags, packaging and in pre-installed condition to be eligible for return.
Return by Courier
- When making a return you are responsible for the return shipping costs to Alexanian’s for all goods. US customers will be responsible for the return shipping, brokerage, and handling costs. Save the original packaging and contact us as we can arrange a courier for pick-up.
Return to Store
- If you would like to save on the return shipping costs, you can return the product in person to one of our 19 Ontario locations through a pre-arranged return appointment for a return.
Please email us at estore@alexanian.com or call 1-866-878-2525, Option 1 (Monday to Friday 9AM-5PM EST) to make your return arrangements.
Area Rugs
If you decide your rug is not the right fit for your home after the 7-day full refund return period, within 30 days you will still be eligible for an on-line store or in-store credit.
Please advise us by email: estore@alexanian.com or call 1-866-878-2525, Option 1 (Monday to Friday 9AM-5PM EST) with the subject “Rug Return” and note which Alexanian location you wish to return the rug, or let us help you find one that is convenient for you. NOTE: You must obtain a Return Authorization Number before returning your rug purchase.
Special Order / Custom Sizes
- Special order or rugs 10×14 and larger are subject to a 20% restocking fee*. (See below for details)
- Custom order rugs, custom size rug-pads, and cut-to-size runners are non-refundable
*Restocking fees on oversize and braided rugs that are returned
Kindly be aware that there is a 20% restocking fee for braided rugs, and rugs 10×14 or larger. If you are uncertain about colour, design, or size, we recommend visiting a nearby store. You can also consider ordering a smaller version first to ensure your satisfaction before ordering an oversized rug. We will waive the return shipping fee if you decide to purchase the larger area rug. If no purchase is made, you are only responsible for the return shipping fee, unless you decide to return it to a nearby Alexanian location. NOTE: You must also obtain a Return Authorization Number before returning your rug purchase
Area Rug Under Pad
- Returns within 30 days qualify for a full refund if unopened and in original packaging with no visible defects
Hardwood – Luxury Vinyl – Laminate – Cork – Tile – (Carton/Boxed Goods)
- 35% restocking charges applies on multiple cartons/box (minimum return of 4 or more cartons) returned within 30 days. All cartons/boxes must be unopened and original packaging with no visible defects
Please advise us by email: estore@alexanian.com or call 1-866-878-2525 with the subject “Hard Surface Return” and note which Alexanian location you wish to return the flooring or let us help you find one that is convenient for you.
Moldings, Accessories and Cleaners
- Non-refundable
Roll Goods (Carpet & Vinyl) – goods must be in original pre installation condition
- 35% restocking charge on material only if order cancelled within 30 days and has not yet been cut for installation
- If material has been cut it is non refundable
Window Coverings
- Special order shutters and window coverings are non-refundable
