When I find a tile, I like, and then I click on the ‘Sample’ in the Select Type option, it states “Variations.” My question is, when my order is being put together, what I want to see is the variations between the colors. So if I order four samples of the 2×8 and four samples of the 5×5, would you be able to include a sample of the more gray tiles, a sample of the more cream, and a sample of the more white so I can see how much they vary?

When a product has variations, as this one does, we recommend (3) samples because that should give you a good indication of what color shifts you can achieve on your walls and or floors. One thing to remember about selections with variations: it will broaden your color pallet, which may be something you like.

Please note that when you order a sample, you will receive (1) sample of the ordered tile. You will not receive a selection of samples unless you place an order for multiple samples. Tile Samples are to be used for color and texture purposes only.
 

The delivery time for a sample varies too:
    

•    Your location with respect to our warehouse location.
    

•    Shipping method generally ground UPS or FedEx, and the number of samples you request. 
  

 •    Our tiles are strategically located to reduce shipping costs, including the shipping of samples, but not all samples are available at all of our warehouses.



Generally, it takes between 5 to 7 business days from the date of your sample order. Larger orders generally that will ship Less Than Full Load (LTL) will take 7-10 business days.

Shipping time will vary from 2-7 business days. We want to make sure that the samples reach you in a timely fashion because it is important for us to grow our business together with you. It might take anywhere from 7-10 business days for an LTL shipment. A number of factors may hinder the delivery of your samples. We cannot guarantee a certain day or date when your package will arrive.



Due to the volatility trucking industry, it is difficult to provide you with a closer approximate shipping date, which could take longer.

At Alexander James, our goal is to provide customers 100% satisfaction if you received incorrect or defective products.

The major shippers, FedEx, UPS, Roadrunner, XPO, and alike all have unique tracking systems. If your order is small, most likely, you will receive your order via FedEx or UPS. 



For a delivery requiring a pallet size order, T-Force, Roadrunner, and XPO, but there are many more, will most likely be the carrier your order will arrive. Pallet deliveries are known as Less than Truck Load or known as (LTL). When you receive your order shipping confirmation, a pdf document containing delivery instructions, please take the time to read, follow and document the delivery of your order.



In the event you need to submit a claim, it is required that you document any issues you have with the order. You must take photos and the count of broken or damaged items. Also, take photos of any packaging damage. Please contact us and send your descriptions, photos, and any other relevant documentation to [email protected] within (7) days of delivery, or the shipper won’t honor your claim. This will expedite the recovery process, reorder the damaged items and get you back on track.

Please contact us and send your descriptions, photos, and any other relevant documentation to [email protected]. This will expedite the recovery process, reorder the damaged items and get you back on track.

Always inspect the tile before installation for discoloration and misshapen variations. In the event you do find an abnormality with your tile, please contact us immediately at [email protected]. Please have photos of the tile issue(s) and the quantity of tiles that need replacement to send us.



Damage tiles require filing a damage claim with the shipper to recover the costs. In this situation, we will need photos of the damaged tiles, all packaging materials, including boxes, bags, and pallets, and the number of replacement tiles you need. We must receive this information within (7) days of delivery, or the claim will not be honored. This stipulation is from the shipping companies we use to deliver your tile order.

The samples that arrived were of different thicknesses. I checked the website, and no thickness specifications were on the listings. I’m interested in a limestone 12 x 12 honed tile, but I need it to be 3/8″ thick. Is that available? Please contact [email protected] for more information.

You would like to add more items to your previously ordered, such as this amazing tile trim. Unfortunately, we cannot add anything to your previous order. We need to make sure that you’re getting your item as soon as possible, which is why it is so important for us to process and ship everything at once rather than making you wait longer for something that might be canceled and refunded. Please contact us at [email protected] for more information.

Due to our rapid inventory turnover, keeping our site’s inventory up-to-date is challenging. Rarely, but it does occur, an item or items will be out of stock or may be discontinued, and the site does not reflect the inventory change. Part of processing your order is to verify we have enough inventory, beyond samples, on hand for a few hundred sq. ft. This practice ensures we can provide you with the tile you want without waiting for stock to be replenished.

We have three options when we discover an item(s) are out of stock.

First, we confirm that item(s) are out of stock and then notify you of the situation with an estimated time for delivery (ETA). At this point in the order process:

1. You can inform us whether you want to wait and have us split your order, ship what is available, and ship the balance of your order when our inventory is replenished. We will update you when the item(s) ship.
2. You can elect to cancel the item and receive a full refund for the item(s). The remainder of your order will ship as soon as possible.
3. We can investigate and try to source your or similar tile(s) from a different source. If you accept this choice, you will receive a replacement sample(s) for your inspection. This option will delay the delivery time while we are sourcing the complementing sample tile(s) and updating you when possible.

We have two options when we discover an item(s) is discontinued.


1. You can elect to cancel the item and receive a full refund for the item(s). The remainder of your order will ship as soon as possible.
2. We can investigate and try to source your or similar tile(s) from a different source. If you accept this choice, you will receive a replacement sample(s) for your inspection. This option will delay the delivery time while we are sourcing the complementing sample tile(s) and updating you when possible.

Grout has changed rather dramatically over the last three years. It used to be two choices. It is sanded or non-sanded. That was easy to decide as sanded grout was for grout joint sizes 1/8” or more prominent, usually up to ½.”

Non-sanded grout was for tight grout joints, 1/8” or smaller, or used when scratching the tile was a concern. Glass, specific polished stones, and some ceramic tiles would fall into this category.

There have been “newer” grouts that have come out recently that do the job of both sanded and non-sanded. Tile distributors have moved to these types as it is more accessible from an inventory stance. Custom Prism and Tec Power Grout are examples.

They are usually lightweight and do not require sealer, which is nice considering the traditional type of grout did require sealer after installation. As always, it is essential to consult your tiler.

They will have their preference based on local supplies and the in-field knowledge to get you the best outcome…My advice for any of the above choices is to apply it gently, making sure not to scratch the tile. Sand can do this.

If you need your information rapidly, call us at 866.498.4140.

We use a sophisticated phone system to receive your calls. Please remember to leave; your name, order number, email address, and phone number so we can contact you.

If you are calling for someone, it’s essential to make sure all relevant parties are included in your message. That way, we reduce unnecessary errors during the research or dissemination process, and we’ll know exactly whom to contact.

As with any tile or grout, hard water will leave chemicals that attach to the surface, causing discoloration. Depending upon how well the surface is dried off after use will determine the rate at which the build-up will occur.
 
Our in-house tile Guru says to try Acid Magic and Bar Keepers Friend. He recommends testing a small area before doing the entire floor.
 
Having a few extra pieces of tile for testing purposes is a smart move.

• There is a 35% restocking fee.
• You have 30 days from the date of this email to deliver your return(s).
• We only accept complete unopened cases of tile.
• You will pay for return shipping.
• Your bill of lading must include our order number(s)
• You must find a shipping company to ship the cases. We do not provide that service.
• The cases must be securely packaged on a pallet suitable for shipping and receiving.
• Your shipping company will have specific requirements to pick up your order.
• Before issuing credit, the returned cases will be opened and inspected for damage.
• Any damage to the tile in a case, the whole case will be deducted from your credit. We can not resale partial case(s)
• You will be responsible for recovering any damaged tile from your shipper.