Please allow 2-3 business days for order processing and 3-7 business days for shipping.
All Terrafirma Ceramics orders are custom, so please allow 6 to 8 weeks for design and development.
Returns and Exchanges
At Alexander Scott Home, we value and appreciate every customer and we want you to be completely satisfied with your purchase. If your order fails to meet your expectations, please return the merchandise within 14 days of purchase for a refund or exchange (excluding shipping charges). Refunds will be credited to the original form of payment; gift returns will receive a merchandise credit. Merchandise must be unused, in sale-able condition and in original vendor packaging. Special orders, personalized/monogrammed, seasonal and sale merchandise are not returnable.
- No international purchases are eligible for return.
- Custom orders are not eligible for return or exchange.
MISSING OR DAMAGED ITEMS
Before reporting a missing item, check your packing slip first! Certain orders require shipping from multiple locations. If this is the case for your order, we will check off the items that you received and leave you a note regarding the remaining products.
Please report any damaged or missing items to email@example.com within 14 days of delivery.
If you have a package that was marked as delivered yet you did not receive it, we ask that you follow these steps:
- Check with your neighbors or front office (if applicable) to see if the package was left there.
- Reach out to your local post office or FedEx facility.
- Contact our team at firstname.lastname@example.org and include your order number.
Please report your lost or stolen shipment within 3 days of the marked delivery date. If an order is lost after being shipped out from our warehouse, we are unable to take responsibility for the package once it is marked as delivered. In these instances of lost or stolen packages, the third-party delivery service will be responsible for your missing order.
Please note, Alexander Scott Home is not responsible for refunding or reshipping lost orders due to an incorrect address at checkout.