Free shipping is applicable only to the contiguous United States within standard shipping time and on orders over $1999. Any expedited shipping or other shipping fees you will be responsible for.
Depending on the weight of your shipment, it will be delivered through either an LTL (Less than truckload) carrier or smaller carriers such as UPS or FedEx. Shipments around 300 pounds will most likely be delivered though UPS, FedEx, or a similar courier. For packages over 300 pounds, your product will be shipped through an LTL carrier. The carrier will be decided at the time we receive your order. Not all items are available to ship right away. Some items may be backordered by the manufacturer and estimated dates are subject to change. If you chose a product that is backordered, we will provide you with the manufacturers estimated time of product arrival. We are not responsible for any delays in backorders. Tracking numbers are not always available as we use the manufactures to ship directly to the customer. Shipping generally takes 4-10 business days to be delivered, although larger orders may take longer.
Prior to your delivery, the delivery company will contact you to schedule your delivery. You will need to be present at the time of delivery. We recommend that you take down the name of the driver you spoke with on the phone for your reference. You can also choose to pick up your shipment at our warehouse location. You will then receive a confirmation email that includes a tracking number for your shipment. If you have a smaller shipment, you do not need to be present at the time of delivery. When the shipment arrives, please take note of the packaging condition and how the delivery was received. If anything is damaged, you are missing items, or received the wrong item, please contact us immediately.
Typically, larger shipments are shipped on a wrapped pallet for lift gate delivery. The truck will have a lift gate and the driver will lower the product to the ground for you. You will be responsible for moving the shipment into your home. The weight of each box will be disclosed on your receipt. Please plan accordingly as we recommend you arrange extra help to carry the boxes from the truck into your home. The driver is only responsible for bringing the shipment to the back of the truck and moving it to the ground with the lift gate. The product should be placed inside your home to make sure it can be acclimated correctly. Make sure to place the product inside your home, as outside or the garage can cause damage caused by moisture. Failure to store the product properly can void the warranty.
Once your order has been delivered, check that you have received the proper items you have ordered. Make sure it is the proper quantity, item name and color, and any additional items you may have purchased are there. At this time also check if there is any damage or missing items. Please make sure you inspect the product throughly when the driver is still there. We cannot be responsible for any damage or missing items not noted on the drivers bill of lading. Make note of anything damaged or incorrect on the drivers bill of lading and keep all products. Everything must be noted on the bill of lading, that is what the shipping company will look at in order to make a claim, and what we will look at to replace the damaged items. Do not refuse the shipment if the product is damaged. During shipment, the boxes can become ripped or torn and in most cases the product is not damaged. Make sure you make specific notes on the bill of lading about any issues. I.e: 2 boxes damaged, 3 boxes missing, etc. Do not sign the bill of lading until you have inspected your product throughly. If you inspect any damages after the driver has left and you signed the bill of lading, please contact us right away. For any deliveries that do not require a signature, inspect the material right away and call us immediately if you notice any damages. If you miss your scheduled delivery, you will be responsible for fees or charges that apply.
Returning extra or unwanted flooring materials can be costly. Please make sure when placing an order that the product and accessories chosen are the correct style and you have selected the proper amount. If you do have leftover cartons, please save them for future repairs.
Our policy lasts 10 business days. If 10 business days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for a return, your item must be factory sealed, unopened, unused, and in the same condition that you received it.
Some types of goods are exempt from being returned. We cannot accept returns of any transition pieces or accessories, including but not limited to adhesive, underlayment pads, and cleaning and care kits.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
Any item that is returned more than 10 business days after delivery may not be eligible for return. We will do our best to accommodate any return after 10 business days, but we can not guarantee the return of your product and you may be given partial credit.
You will be responsible for any return shipping fees, including choosing a shipping carrier for return shipping. Returns may be subject to a restocking fee.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment. This process may take up to 4 weeks.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
Exchanges (if applicable)
We will accept exchanges on products that are eligible to be exchanged.
Exchanges may be placed within 10 business days of delivery date.
Any item that is exchanged more than 10 business days after delivery may not be allegeable for exchange. We will do our best to accommodate any exchange after 10 business days, but we can not guarantee the exchange of your product and you may be given partial credit.
To return your product, you will be responsible to pay for and arrange shipping with a company of your choosing to return material to a location that we will specify.
Shipping costs are non-refundable. If you receive a refund, the cost of shipping will be deducted from your refund.
All returns are subject to a 25% restocking fee.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
General Ordering Info:
Make sure you have thoroughly reviewed your order and are confident with the products you will be purchasing. If there are any errors, missing information, or incorrect information in your order, please call us immediately so we can fix any errors before your shipment arrives.
If you want to cancel your order, please notify us immediately. Once your order has been placed, there is no guarantee it can be changed or canceled. Any orders canceled will be subject to a 10-20% cancelation fee that is non-negotiable as well as restocking fess and any freight charges and costs exceeding the free shipping amount. If the product is shipped back you will be responsible for any shipping charges and restocking fees for either cancellations or returns.
Once you receive the order, make sure to place it inside your home away from moisture for 3-5 days before install.
If there is a couple of damaged pieces in a box, we recommend using those as cut pieces.
If you have extra boxes, keep them for cut loss of future repairs.
If your items are damaged, a claim must be placed. In order to file a claim, we must be notified of any damages or missing materials within 3 days of your delivery. Also, take several pictures of the condition of the items including the damages. Please contact us so a claim can be filed. All claims must be placed within 3 days of receiving your shipment.