Shipping & Returns Policy
How will my order reach me?
Most orders are palletized and shipped by a freight carrier. Small orders may be shipped via UPS ground or FedEx ground.
How long does shipping take?
Most in-stock orders will arrive within 7-14 business days from order being placed. Most trim/molding pieces will take 3-4 weeks to ship as they are usually custom made pieces. Shipping times vary depending on stock of the material and the distance it must travel to reach you. Floorzz is unable to offer a guaranteed delivery date and delays may occur once the 3rd party shipping carrier has your order or as a result of an item being backordered longer than expected.
What if a delay occurs?
Floorzz will make every effort to notify you as soon as possible should delays occur. We will work with you to determine the best options for your circumstance. *Shipping companies do not include guaranteed timed deliveries. (or they may only have this as an option with an additional charge which is required at time of sale. Please ask your Floorzz sales person about this.) Shipping companies will not refund your shipping costs unless the freight is lost or damaged. Should this occur, Floorzz will issue refund or replacements. Please see Damaged Order section for further details.
Why hasn’t my order shipped?
Floorzz welcomes your inquiry regarding status updates. It is possible that your material has shipped but we are working to obtain the tracking data. Also, when we book freight shipments, a pick up is scheduled and the tracking is not available until 24 hours after the freight is loaded onto the truck.
Will I need to be present to accept my delivery?
Since the majority of our shipments will ship via freight, you will need to be present so you can sign off on the delivery. Most ground shipments will be left at your door and not require signature.
How does a freight shipment work?
If your order is shipped via freight, your delivery will arrive via semi-truck for a “curbside” delivery. If you live on a cul-de-sac or dead end road, there's not much room for the truck to turn around. You may have to meet the driver before your cul-de-sac or dead end road to get your shipment and then you will be responsible for getting it to your house.
Freight deliveries are quoted with a lift gate service if the load is over 150 lbs. The driver will lower the pallet with the liftgate and then use a pallet jack to place the order on your property. If driver’s equipment will allow, they will place this pallet in your garage for residential deliveries. If you have a special circumstance regarding delivery, please discuss with us prior to placing your order as additional carrier charges may apply and we want to plan for a smooth process.
What if I live in a muIti-family condo or high rise building?
Your freight delivery will be made to ground floor. When you are notified by the freight company to set an appointment, please discuss this with them at that time and make sure that you have a communication plan for delivery day so that you can meet the driver downstairs to inspect and sign for the freight. Delivery delays can occur without warning. Floorzz can assist in communicating with the freight carrier should you need assistance.
What should I look for while inspecting my delivery? What if I see damage?
Damages during transit can occur and you can do your part to help identify the damages at time of delivery and document with the carrier. ***PLEASE DO NOT EVER REFUSE ANY PART OF THE ORDER. THE FREIGHT COMPANY IS NOT RESPONSIBLE FOR INITIATING A CLAIM OR REPLACING YOUR DAMAGED GOODS.*** Floorzz will be happy to replace any materials damaged during transit within 30 days if you follow these simple steps and inspect your shipment for damages upon arrival.
- Make sure the pallet is intact
- Cut the shrink wrap and inspect the boxes for damage
- Verify you received the correct product and amount of product
- If you find any damaged goods or see visible damage to pallet (i.e fork lift stabs) simply note the item and quantity damaged on the bill of lading while the driver is there.
- Email photos of the damage and the noted bill of lading to email@example.com and please do your best to quantify the damage for us. If damage is found after the driver leaves, please notify us within TWO days of receiving the material. If it has been 30 days or more, we are not able to offer any refund or replacements. ***Please do not ever refuse any part of the order.***
Our policy lasts 30 days. If 30 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 unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Trim pieces, adhesives, underlayment, moldings, cleaning supplies, special order or non-stocking items are non-returnable.
Additional non-returnable items:
* Products that have been previously installed
* Products can not be clearance/liquidation/closeout
* No less than 3 cartons of product may be returned
To complete your return please contact our customer service department.
Please do not send your purchase back to us without receiving a return authorization from our customer service team first.
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.
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.
Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged. If you need to exchange it for the same item, contact our customer service team and we'll gladly assist you.
To return your product, you should contact our customer service team before shipping anything back to us.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund and a restocking fee of up to 30%, depending on factory or vendor policies from which your product originated.
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.
Returned materials must be secured to a pallet if this is how they were originally delivered.
Within 24 hours:
Should you need to cancel your order within 24 hours of order placement, we'll issue a refund minus 3% of the total to cover administration and merchant processing fees. Tracking of your order is a manual process, and in many cases, the tracking number is provided from a distribution center after the order has physically shipped out. A Floorzz representative will need to confirm that your order has not shipped before we can approve a cancellation and issue a full refund. Floorzz can assist in making the transaction smooth by checking the stock of items before you order, and avoiding any surprises around availability.
24 hours or more after order placement:
Should you need to cancel your order after 24 hours of order placement, we will confirm that the order has not shipped out, and issue a refund minus 5% of the total to cover administration and merchant processing fees that have already been incurred. Floorzz is a small family business that strives to provide an excellent customer service experience.