We will do our best to resolve any problem and every customer can count on a great service, prompt communication and fair resolution. However to serve you better we need your help.
In case of a claim, the customer is responsible for sending to us product samples and or photographs of the problem. If the samples or photographs cannot identify the problem(s), we will schedule a certified inspector visit to look at the floor. After inspection expect written report on inspector findings. If the product has a manufacturing defect, replacement will be shipped to you at no cost. If product you originally purchased is discontinued or out of stock, you can select a product from similar price and quality products group. If a manufacturing defect will be not confirmed by inspector, the customer is obligated to pay the entire cost for the inspection.
We will not refund labor cost for installed materials. Note: Many manufacturer warranties are only effective as long as a professional installer installed the floor. In these cases, we will require proof in the form of a state license or professional certification from the installer before a claim can be filed. Note: Products not installed correctly will not be considered defective and we are not responsible with any costs associated with wrong installation or installation of damaged or wrong material.
You and/or your installer are responsible to check material before installation. Check: color, finish, any abnormal texture/finish and quality before installation. If for some reason you are not happy with quality of your material do not install the floor and contact us as soon as you can. After opening no more than three cartons, if you notice a possible defect, STOP and contact us right away. Do not continue with the installation. We will not refund you for products that were opened after the first three cartons in the event of a product defect.
Please be aware that moldings will not match exactly, they are designed to be as close a match as possible. Moldings will have color differences and shade variances from the product itself. Moldings not matching the product will not be considered a manufacture defect and no claim can be issued for this reason. If you need to cancel or return your order after it has been shipped out, you are responsible for shipping and return freight charges.
There will be a restocking fee of 20% on all canceled / returned orders. If the product is in transit, you will be responsible for all costs associated with shipping to and from the scheduled destination and back to the warehouse. Product must be in the same condition it was when it was shipped. We are different from other companies because all of our residential shipments are scheduled with liftgate service, so you don't have to unload your order box by box from the truck.
All residential delivery orders are curbside delivery - drivers are unable to enter your home and you are responsible for moving all materials inside the home. It does not cover moving the items into your residence. We will not pay for it and you will be charged for additional service requested at the time of the delivery. You will need to arrange to have your own help available to assist you in moving the items. Each box weighs approximately 35 lbs, so be prepared and arrange help if necessary. Someone must be there to accept delivery. It is highly recommended that you contact the carrier again when the day of your scheduled delivery arrives, so that you may confirm the appointment. Phone number to local terminal is always provided in email confirmation we email to you right after shipment. Estimated transit times are just that, estimates, so wait until material arrives to schedule work/jobs. Shipping times vary, so track your orders and call to schedule drop off’s appropriately.
~LTL Shipments Only~ PLEASE READ: before signing the delivery driver's paperwork, inspect the shipment for any shipping damage that may have occurred. Whoever accepts the delivery must check the outside of the cartons for potential damage, proper quantity and verify you have received right product. If the freight company will not allow you to inspect the item please conduct a thorough visual inspection of the outside of the shipping container and note any issues - no matter how small - on the driver's delivery receipt.
Any damage must be noted on the delivery driver's paperwork in order for an insurance claim to be filed with the carrier. IF SHIPPING DAMAGE IS DISCOVERED AFTER YOU HAVE SIGNED FOR THE ITEM IN GOOD ORDER THEN YOU ARE RESPONSIBLE FOR FILING AN INSURANCE CLAIM WITH THE FREIGHT CARRIER WITHIN 24 HOURS OF THE SHIPMENT'S ARRIVAL.
Naturally if you find unacceptable shipping damage you are free to refuse all or part of the shipment. We've had excellent service from our freight companies in the past and we trust that your delivery will be handled as expertly as possible.
REMINDER: Just before you start your installation you have to check each box of laminate for: Damaged corners / laminate surface – pay attention to damaged cartons verify that the product you have received is free of irregularities like: size, color, thickness, finish, abnormal color variations etc. Double check that this is exact product you ordered Should you notice these or any other problems after opening 1 to 3 boxes, do not install the material. Please contact us right away. If you continue to open more than two boxes without contacting us first, we cannot be responsible for replacing the opened boxes.
NOTE: All products we carry are first class quality and are backed with original manufacturer warranty. Should you have any questions or concerns, please contact us immediately for a timely resolution.