FAQs

We offer discounts to the trade (architect, interior designer & builder). We require that the trade-person either show a resale tax ID number or a professional website in order to receive a discount. If you are purchasing online, sign up for a trade account HERE to receive your trade discount.

We do not offer a stocking program. All our products are Made-To-Order and have an associated lead time which varies by manufacturer.

Lead times vary by manufacturer. Lead times may be anywhere from 4-6 weeks to 10-12 weeks. Please ask your salesperson about lead times to better guide your purchase. If you are shopping online, we intend the lead times to be noted.

We may offer a local referral upon request only in our showroom service areas. Please understand any referral is not directly associated with Alexander Marchant. We do not take responsibility for the interaction with or the outcome of the work done by an outside contractor.

MADE-TO-ORDER:

Please take time to inspect your order as soon as you receive it.

Be assured, our team performs product quality control prior to shipping orders. Should there be any issues, or you simply change your mind, you must contact Customer Support within seven (7) business days from the original delivery date.

Returned items MUST BE unused, have not been installed, and are in their original factory condition and packaging or they will not be eligible for return. Items specified as non-returnable will not be accepted except when the determined item has a manufacturing defect and falls within the manufacturer’s warranty policy.

Accepted returns are subject to a restocking fee of up to 40%, except in the cases of manufacturer’s warranty.

If an item has been installed, and is determined to be faulty, malfunctioning, or otherwise defective, please report this issue to Customer Support  immediately upon discovery so that we can proceed with warranty replacement or repair.

This process, and the warranty limits, may vary by manufacturer. Most items are covered for factory defects from one year of date of purchase. Alexander Marchant will then provide a return-shipping label for defective products.

Any claim of damaged or defective items that Alexander Marchant or the Manufacturer determined due to installation error, will not be considered for return of product or refund. Any resultant repair for damage, i.e., surrounding surfaces, other fixtures, in the home that is determined to be the fault of an installation error, is not the financial responsibility of Alexander Marchant.

Many of our products may require additional ‘parts’ to make your purchase operational. If your purchase falls into this category, the item will not be considered defective.

Should there be any issues, or you simply change your mind, you must contact Customer Support within seven (7) business days from the original delivery date.

We will provide you with a Return Goods Authorization Form (RGA) form for your return. Please include this copy of your original packing list inside the box. Do not write the RGA # on the original packaging.

All shipping arrangements and charges for a return are the responsibility of the purchaser.

Please ship via UPS, FedEx or USPS with SIGNATURE REQUIRED upon delivery. We cannot guarantee any refund if the items are not verified as delivered.

Please allow up to thirty (30) days for a refund.

We will ship you order complete. If you have items with varying lead times, we ship once the lead time for all items is complete. Unforeseen issues with manufacturing and/or supply chain can occur impacting the status of your order. These issues are out of the control of Alexander Marchant and may impact your anticipated lead time.

We will do our best to communicate with you if your order experiences any delay outside the stated lead time.

Alexander Marchant allows up to 48 hours from the date of purchase to make changes to, or cancel your order. 

If you decide to cancel your order after 48 hours, a 10% cancellation fee will be deducted from your refund.

Please contact Customer Support.

We accept all major credit cards American Express, Discover, MasterCard and Visa. If you prefer to pay with Check or ACH, please contact Customer Support.