Returns and Cancellations Policy
We pride ourselves on having very few customer fulfillment issues. Because we only deal with quality products, suppliers and shippers, it is rarely necessary for us to think about it.
We know that the best way to prevent problems is for us to work together to ensure you get exactly what you want beginning with our first interaction.
As soon as we confirm your order, we begin to fulfill it. So if you realize an error was made in ordering, please bring it to our attention immediately. Once the order is fulfilled, changes become difficult and expensive to manage.
If you need to cancel an order, please call us immediately. These must be initiated by phone.
Prior to Shipment: There are no partial cancellations. You may request cancellation of an order before shipping; however, we charge 3% of the order amount plus any charges imposed by carriers, distributors and/or manufacturers.
After Shipment: You may request cancellation after shipment but subject to a restocking fee of 30%, plus 3% of the order amount, plus any additional shipping fees and charges imposed by carriers, distributors and/or manufacturers.
You may request to return new, unopened merchandise in excellent condition within thirty days of delivery. To do so, contact customer service prior to shipment to coordinate the return. Returns will be subject to a restocking fee of 30%, plus 3% of the order amount, plus any additional shipping fees. Special order merchandise, merchandise that is not usually stocked by our vendors (this will be noted on invoice upon shipping) may not be returned. Stair treads, stair parts and all moldings may not be returned. Amtico and Earthwerks products may not be returned. All glues and adhesives may not be returned.
Missing Item Policy
For Missing Items – If you discover that a shipment arrives and the bill of lading doesn’t match the flooring delivered, please make the notation on the delivery receipt and call us so that we can report the issue and work on the resolution.
Please note that sometimes you will receive more than one shipment where items are arriving from multiple vendors.
Damaged Item Policy
For Damaged Items – please do the following:
Notate the delivery paperwork clearly identifying the missing items. You might want to take pictures of the damage before unloading the items from the truck.
Accept the shipment and separate the damaged goods from the rest of the shipment. Do NOT discard the items.
Call us immediately. You have limited time to submit a claim.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.