FAQ

What type of thin-set to use to install my EZ-NICHES?

Polymer Modified Thin-set mortar. Download installation instruction here.

How to adhere the divider/shelf to my EZ-NICHES?

Apply any type of silicone adhesive to on back of divider to hold divider/shelf in place while tiling.

What type of thin-set to use to install my Surprima Membrane?

Unmodified Thin-set mortar. Download installation instructions here. 

Shipping and Handling

When will my order ship?

Orders are typically fulfilled and out the door within one to two business days. It all depends on how many orders are in line in front of yours.
If you selected an expedited shipping method like 2nd Day Air or Next Day Air, your order will typically ship within one business day.
All Alpinebay® orders ship from our warehouse in San Francisco, California.

What are my shipping options?

Standard shipments within the United States 48 States are usually sent via UPS. If you choose an expedited method such as 2nd Day Air. We'll email you a tracking number after the order has been shipped.

We partner with UPS because they are committed to excellent service AND reducing emissions, no small task for a company this large. As with EZ-Niches®, small changes do add up. UPS shed 30 million miles from its delivery routes in 2007, and three million gallons of gasoline, after drivers cut back on their left-hand turns, producing a giant cut in carbon dioxide emissions of 32,000 metric tons. That’s equivalent to removing 5,300 passenger cars from the roads for an entire year.

How long will it take for my order to get to me?

The map below provides estimated delivery times for standard ground service during non-peak periods. Expedited methods with tracking are suggested if your order is time-sensitive

 

map

Shipping Charges

We provide a shipping charge specific to your order based on the size and weight of the package, as well as your ship to location. To see what shipping charges will be for your order, add the desired items to your cart and proceed to checkout. A shipping charge will be provided in the checkout process prior to the time when you submit your order for processing.

U.S. Sales Tax

Alpinebay collects sales tax in California only.

APO, FPO, PO Boxes

UPS will not deliver to PO Boxes, APO or FPO Boxes. US Postal Service delivery is available to PO Boxes, APO or FPO Boxes when orders are placed by phone.

Rural Delivery

On occasion, in very rural areas expedited UPS delivery is not available. In such cases please allow an additional 3-4 business days for delivery.

International Orders

International orders ship via USPS and our rates include transportation and customs clearance, but do not include any import duties or taxes of the destination country. Shipping charges are based on the weight of the item(s) shipped to the country of destination. Duties, taxes, and fees (if any) are the recipient's responsibility and are due upon delivery. Shipments to individuals will be identified as "Personal Use Only" in an effort to minimize destination costs, however, this is still subject to the determination of local laws. These charges MUST be paid upon receipt of your order. Be sure to verify the additional cost you may incur with the authorities of the country the order is being shipped to. Transit times for international orders typically take 7 to 14 days* depending on transportation service level and country of destination. *Some orders may take a little longer than these times due to Logistics.

Return and Exchange

Your satisfaction is very important to us, which is why our return policy is as easy and convenient as possible. If you aren't satisfied with your purchase, simply follow the instructions below:

1. Call us at 1-415-822-8698 or email us at info@alpinebay.com to let us know that you plan to return the product within 30 days of the date of purchase.

2. Make sure that your product is in its original packaging. If you do not have the original packaging, pack all items safely and securely for shipping and include a copy of your email receipt. We recommend that you send the package via a traceable and insurable method.

3. Once your return is received and inspected by the warehouse fulfillment team (usually within 24 hours of receipt), your refund will be processed and a credit will be automatically applied to your credit card or original method of payment within 7 days. Please note that depending on your credit card company, it may take an additional 2-10 business day after your credit is applied for it to post to your account.

4. Please note that shipping charges are not refundable, and the customer must pay return shipping. The credit will be processed against your original form of payment. We will notify you via e-mail once your return has been processed. Damaged, modified or previously installed products will not be considered for return.

Keep ALL damaged goods, container and packaging until you are advised to dispose of them. All claims must be reported within 5 business days of receipt of merchandise.

Should a truck or motor freight shipment arrive visibly damaged, customer should REFUSE THE SHIPMENT & sign the delivery receipt 'package received damaged', as ALL VISIBLE DAMAGE MUST BE NOTED AT TIME OF RECEIPT. Should you receive a truck or motor freight shipment with hidden damage, the carrier must be notified within 24 hours of delivery. Keep ALL damaged goods, container and packaging for the carrier's inspection. For all shipments under a customer's collect carrier account, the customer must file the claim directly with the carrier. Call 1-800-986-1280 for assistance and/or to place a replacement order if required

Privacy Policy

This policy applies to the operation of our website (www.alpinebay.com) and all associated services
provided by Alpinebay® and any of its affiliated companies. Our company and its
affiliates are committed to respecting and maintaining the privacy of all personal information,