Returns & Cancellations
Each customer is responsible for confirming their order accuracy and quantity at the time of purchase and contacting us by phone immediately with any discrepancies or changes needed. Once an order is placed the fulfillment process for that order starts immediately. After the order has been processed and fulfilled the ability to change or cancel the order is not guaranteed but we will do our best to do so.
RETURNS FOR EXCHANGE
Any customers that wish to return and exchange an order may do so within 10 days of their received order receipt, some restrictions apply. The customer must fill out a return exchange claim form within those 10 days and receive our approval to do so. Once we receive the claim form we will notify the customer with instructions once their claim is approved. Any return exchanges must consist of 5 or more unopened and undamaged cartons/boxes of flooring. All return exchanges will be inspected for any damaged once we receive them and the customer will be assessed a 25% non-negotiable restocking fee. All cost and shipping arrangements for any return exchanges are the sole responsibility of the customer. Once approved we will notify the customer with instructions on how to properly return exchanges.
RETURN FOR REFUND
Any customers that wish to return an order for a refund must submit a return claim form within 7 days of their received order receipt, restrictions apply. Returns are only valid for non-promotional products. The customer must fill out a return claim form within the 7 day period and wait to receive confirmation of our approval for a return. Only 5 or more unopened and undamaged cartons/boxes of flooring can be returned after our approval confirmation. No returns will be accepted without our approval confirmation. Only after our approval can the customer send their return for a refund. All returns will be assessed a 35% non-negotiable restocking fee. Once we receive the customers return claim form that they submitted we will notify the customer and give instructions on how to send their return. All approved returns will be inspected once we receive them for any damage or distressed marks to the products. Once we inspect and approve the customers return they will receive a refund. All approved refunds will be processed within 15 days of the return confirmation and will be refunded to the original method of payment. All cost and shipping arrangements for a return is the sole responsibility of the customer. Once a return claim form is approved we will notify the customer with instructions on how to properly return an order.
Customer’s responsibilities for a return include, but are not limited to the following:
Must first fill out and submit a return claim form and wait for our acceptance approval for the return.
All applicable cancellation and/or restocking fees.
All associated actual freight costs, which may be different from order receipt.
All cost of items returned is the responsibility of the customer; including refused deliveries.
Properly preparing material for prior approval to return items.
If a customer wishes to cancel an order they are required to call us immediately. Order cancellations must be initiated over the phone. Orders cancelled prior to being shipped will be assessed a 15% non-negotiable cancellation fee. Orders cancelled after being shipped will be assessed a 35% non-negotiable cancellation fee plus any associated freight charges. Any order that has been delivered cannot be cancelled.
All refunds will be processed within 15 days of return confirmation and will be refunded to the original method of payment.
All flooring accessories; molding, trim and/or transition items.
Installation materials; adhesives and trowels.
Promotional products; including Odd-Lot, Truckload Specials, Discounted, Discontinued, Blowouts, Weekly Specials and Clearance Items.