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.
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 (Note: Your credit card has not been charged, although you may see a temporary authorization).
- 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 polies 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 (Curb Side Pickup)
- 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 curb side return.
Please email us at firstname.lastname@example.org or call 1-866-878-2525, Option 1 (Monday to Friday 9AM-5PM EST) to make your return arrangements.
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: email@example.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.
Special Order / Custom Sizes
- Special order rugs may be subject to a restocking fee or may not be eligible for return
- Custom order rugs and custom size rug-pads are non-refundable
Hardwood – Luxury Vinyl – Laminate – Cork – Tile – (Carton/Boxed Goods)
Alexanian Stocking Lines
- No charge upon cancellation or return within 30 days if item is still in original undamaged packaging
- Single cartons and open boxes are non-refundable
Special Order Carton Goods
- 30% restocking charge on material if order cancelled.
- 30% restocking charge applies on multiple carton/box returns of the same colour and quality within 30 days.
- Minimum return of 3 or more cartons, all cartons / boxes must be unopened and in the original packaging with no visible damage
Please advise us by email: firstname.lastname@example.org 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.
Roll Goods (Carpet & Vinyl) – goods must be in original pre installation condition
Alexanian Stocking Lines
- No charge if goods have not been cut to customer’s order, otherwise 50% charge applies.
Special Order Roll Goods
- 50% restocking charge on material only if order cancelled and has not yet been cut.
Moldings and Accessories
- In stock moldings and accessories are returnable within 30 days
- Special order moldings and accessories are non-refundable
- Special order shutters and window coverings are non-refundable