Client Services
At Theodore Alexander, we want you to feel confident in your purchase. If something is not right, we are here to help.
Last updated 26 June 2026
You may request a return within 30 calendar days from the date your item is delivered.
To be eligible for return, the item must:
All approved returns for reasons other than damage, defect or shipment error will be subject to a 30% restocking fee, which will be deducted from the refund amount.
Except as otherwise expressly provided under “Return shipping & pickup” (including actual shipping overages or specialised White Glove pickup fees), this 30% restocking fee covers the standard administrative costs for customer-remorse returns.
The following items are not eligible for return, cancellation or exchange unless they arrive damaged or defective:
Please inspect your order upon delivery. If your item arrives damaged, defective or incorrect, you must notify Theodore Alexander within 48 hours of delivery and provide:
If the issue is verified as transit damage, manufacturer defect or shipping error by Theodore Alexander , we will work with you on an appropriate resolution, which may include replacement, repair, refund or return at no additional cost to you.
To request a return, please contact Theodore Alexander Customer Care with your order details. If the return is approved, we will provide return instructions. Theodore Alexander reserves the right to:
For approved returns due to manufacturer defect or transit damage verified by Theodore Alexander , return shipping or pickup will be arranged at no additional charge to the customer.
For approved customer-remorse returns (including but not limited to preference, style, size, fit or access issues), the return is subject to a 30% restocking fee, calculated based on the original purchase price of the returned item(s) and deducted directly from your refund amount. This fee covers standard curbside return transit. However, if the actual return logistics, freight shipping or specialised carrier fees exceed the value of the 30% restocking fee, Theodore Alexander reserves the right to deduct the actual, total return shipping costs from the final refund instead.
If the original delivery utilised, or the return request requires, White Glove Pickup (e.g. inside-home pickup, disassembly or packaging services), an additional, non-refundable service fee of $250 (or the actual third-party carrier quote, whichever is higher) will be deducted from the refund, independent of the restocking fee.
If a delivery is refused for reasons other than visible transit damage or confirmed shipment error, the order will be treated as a customer-remorse return under this policy. The refund will be subject to the 30% restocking fee (or actual return freight costs per Section 07), and any original shipping, delivery or White Glove service fees paid at the time of purchase will be strictly non-refundable.
Theodore Alexander does not process direct exchanges. If you would like a different item, the original item must first be returned and approved under this policy, and a new order must then be placed separately.
Once the returned item is received and inspected, any approved refund will be issued to the original payment method within 7–14 business days. Depending on your payment provider, it may take additional time for the refund to appear on your account.
Customers are responsible for confirming that products will fit through entryways, hallways, staircases, elevators and into the intended space prior to ordering. Returns due to size, fit or access issues remain subject to this Return Policy, including the 30% restocking fee.
To start a return or ask a question, contact Theodore Alexander Customer Care at info@theodorealexander.com, or by post to 2103 Northern Blvd, Manhasset, NY 11030.
