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Policies and Security

Company Information
What Happens After I Place My Order?
Shipping Information and Outside Canada Orders
Returns and Risk Free Ordering Policy
Warranty and Damaged Goods
Support
Security
Privacy
Canadian Taxes
Web Site Terms of Use
Contact Information

Company Information

Alexanian Carpet and Flooring has been in business since 1925. Currently we operate 18 retail stores in South and Central Ontario, in addition to our online store. Our head office is located at 601 Main Street West, Hamilton, Ontario, L8P 1K9, Canada.

What happens After I Place My Order?

1.

After placing your order through our secure shopping cart you will be notified by an automated e-mail to confirm your order.

2.A

Your rug will arrive at our shipping department to be inspected and packaged. You will be notified by email that your rug is ready to be shipped. This usually takes 1 to 3 days. Your credit card will be charged at this time, and you will receive a tracking number for your shipment and expected arrival day.

2.B

If the item you selected is on back order, you will be advised of the estimated time your product will be in stock. If the back order date is unacceptable, you may select another product or cancel your order (note: your card will not have been charged at this point). You will be notified by e-mail and offered these options.

3.

Your order will be shipped through Canpar Ground Courier, Canada Post or UPS Standard. Most orders will be delivered within 7-10 business days of initial order. Deliveries are made between 9-6 pm, weekdays only. Unfortunately, the couriers will not specify a time. If you have any questions about your order, simply email us at: estore@alexanian.com with the subject "Order Questions". You may also phone Monday through Friday 9am-5pm (EST) toll free at 1-866-878-2525.

4.

Upon receiving your rug please inspect the packaging for damage. If you notice any tear or puncture in the plastic report it to the courier when you sign for receipt. If upon unwrapping the rug, there is damage, report it to us so we can make an appropriate claim to the courier, and arrange for a replacement rug. When unwrapping your package, remove the plastic carefully with scissors. Do NOT use an exacto knife or other sharp object which could damage the contents.
For quality control purposes, we follow up with an email.

Shipping Information

Canada - Area rugs are shipped free to addresses within Canada for online purchases only, from our Canadian website. Shipping is through Canpar Ground Courier, Canada Post or UPS Standard. Rugs will be delivered Monday to Friday between 9-6 pm. Unfortunately, the courier will not specify a time. Orders should arrive within 7 to 10 days if the item is in stock. Please contact us at: estore@alexanian.com with questions or for special delivery options (for over-size rugs, after 5 pm weekday delivery where available, or Saturday delivery). Please note that over-size rugs (8x11 or larger) or rugs shipped to remote areas of Canada may not qualify for free shipping. We will notify you if there is an oversize shipping problem. Taxes are extra and are indicated upon check-out where applicable. Some of our stores offer more flexible shipping options, for weekend or evening delivery. Check with the stores for details as extra charges may apply.

Continental USA - The prices on our US site (prices shown in US dollars) include all shipping and brokerage charges to the Continental USA. Shipping is usually provided via UPS Standard. Rugs will be delivered Monday to Friday during normal business hours only. Orders should arrive within 7 to 10 days if the item is in stock. Please contact us at: estore@alexanian.com with questions or for special delivery options (for over-size rugs, after 5 pm weekday delivery where available, or Saturday delivery). Please note that over-size rugs (8x11 or larger) or rugs shipped to remote areas of the USA may require an added shipping charge. We will notify you if there is an oversize shipping problem. Also note that some products, such as Chinese rugs can only be imported into the U.S. via Canada as "Personal" shipments (i.e. not for resale).

Other Areas - Currently our online store can only process and ship orders within Canada and the Continental U.S.

Shipping of Other Products - For shipping of products other than area rugs purchased through the Online store, please contact us at: estore@alexanian.com for a shipping quote and other details.

Returns and Risk Free Ordering Policy

1.

We want you to be happy with your purchase, which is a goal that has kept Alexanian's in business since 1925.

2.

If you have made a purchase online and have reconsidered it prior to the shipping notification, you may cancel your order by email (note: your card will not have been charged at this point). Please email us at estore@alexanian.com or call 1-866-878-2525.

3.

If the goods have been shipped, you may still return them for a full refund or exchange (less the return shipping). We would like to be notified within 2 days from receipt of your goods. However, we are flexible and if you need more time simply notify us at estore@alexanian.com or call 1-866-878-2525. You will then have 7 days to return your purchase.

4.

If you wish to return a rug after the full refund return period, you will still be eligible for an on-line store or in-store credit. Up to 30 days.

5.

Please note special order or custom rugs may be subject to a restocking fee or may not be eligible for return. If you have any questions please call us at 1-866-878-2525 or email us at estore@alexanian.com.

6.

When returning rugs you are responsible for the return shipping costs to Alexanian's. US customers will be responsible for the return shipping, brokerage, and handling costs. Save the original packaging if you are sending the rug back to us and we will arrange for the courier to pick up the product. If you would like to save on the return shipping costs, you can return the rug in person to one of our 18 Ontario locations. You must first advise us at estore@alexanian.com with the subject "Rug Return". Please advise us which Alexanian location you wish to return the rug, or we can suggest one that is convenient for you.

Warranty and Damaged Goods

All area rugs are covered by a limited 1 year manufacturer's defect warranty. Abuse, misuse and unreasonable wear and tear are not covered. The warranty applies only to the original purchaser and commences from the date of delivery.

Check your rug thoroughly. If you have purchased a rug that is defective in any way, please notify us upon receipt at estore@alexanian.com with the subject "Defective Rug". We will make arrangements for its retrieval as well as refunding your purchase in full, or replacing the rug. Use the original packaging material to prepare your goods for pick up.

Support

If you wish to contact us regarding online purchases or shipping quotes, e-mail us at: estore@alexanian.com with the subject "Estore Support", or by phone Monday through Friday 9am-5pm (EST) toll free at 1-866-878-2525.

Security

Alexanian's has taken every precaution to protect customer information sent over the internet. All sensitive information is encrypted with the state of the art encryption software (SSL technology) used by our secure server, the same technology used by many financial institutions. The lock icon should appear at the bottom of your web browser or 'https' (s=secure) will appear in the URL address when you are submitting credit card information to our server.

Privacy

Alexanian's does not share any information collected through our web store. All information collected is for the purpose of completing your order.
Following completion of each sale, all credit card info is erased from our server.
You may receive an email from Alexanian's regarding your e-store or in-store purchase, including payment receipts or warranty confirmation.

You will only receive promotional material from Alexanian's if you have requested to receive these messages. Alexanian's will never share your name or email address. If you wish to be removed from our promotional mailing list, simply click remove from list.

Canadian Taxes

GST or HST will be charged on all Canadian orders.
5% GST will be charged on all Canadian orders, except Ontario, Nova Scotia, New Brunswick, Newfoundland and Labrador, PEI.
13% HST will be charged on all orders to Ontario, New Brunswick, Newfoundland and Labrador.
14% HST will be charged on all orders to PEI.
15% HST will be charged on all orders to Nova Scotia.


Web Site Terms of Use

This web site is provided "as is" and used by you at your own risk. All efforts have been made to ensure that the web site contains no errors or inaccuracies.
All content, including without limitation, all text, design, graphics, drawings, photographs, code and software, and all organization and presentation of such content, which forms a part of this web site, are subject to intellectual property rights, including copyright and trademarks held by Alexanian Carpet and Flooring Ltd. All such rights are expressly reserved.
You are permitted to print hard copies of pages from this web site for your own non-commercial and lawful use, provided that such copies clearly display the copyright and any other proprietary notices Alexanian Carpet and Flooring Ltd. No other copying of this web site, in whole or in part, is permitted without the express written authorization of Alexanian Carpet and Flooring Ltd.
This web site may contain links to other web sites. All such other web sites are independent from this web site and from Alexanian Carpet and Flooring Ltd. Alexanian Carpet and Flooring Ltd. has no control over and expressly disclaims any liability for such web sites or their contents.
Alexanian Carpet and Flooring Ltd. and its directors, employees, agents, representatives, successors and assigns shall not be liable for any damages arising from or related to access to or use of this web site, whether or not such damages might be foreseeable and even if Alexanian Carpet and Flooring is informed of their possibility, including without limitations liability for direct, indirect, incidental or consequential damages (including lost profits, lost savings, business interruption or loss of data).

Contact Information

For corporate inquiries: contact@alexanian.com, or call our head office M-F 9-5 (EST): 1-905-527-2857
For online support (including placing an order and shipping quotes): estore@alexanian.com, or call toll-free for live support M-F 9-5 (EST): 1-866-878-2525
For rug cleaning and repair: rugcleaning@alexanian.com, or call toll-free: 1-888-300-8889
For a specific store, follow this link: locations

Alexanian Carpet and Flooring 2015
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