FAQ

Ordering

What payment methods do you accept?

Floorzz accepts all major credit cards as well as PayPal.

Do you charge sales tax?

Yes, if you reside in the state of Florida.

How can I check the status of my order?

We will send order updates via email to keep you updated on your order. You may also contact our customer service team via phone, email, or chat for order updates & inquiries.

Can I confirm my order was submitted successfully?

Of course! After you submit your order you should see an order confirmation page. If you did not see this or do not remember it you can reach out to our customer service team and we'll gladly assist you!

Does Floorzz price match?

Yes, we will price match to the best of our ability. Please contact our customer service representatives for more details.

Do your products carry a warranty?

Yes, all of our products are covered by their individual manufactures warranty.

When should we schedule an installer?

We recommend waiting until your full order has been received and inspected for damaged product before scheduling your install.


Shipping

When will my order ship?

Most orders will arrive within 1-2 weeks from order being placed. Shipping times may vary depending on stock of the vendor. Most wood trim pieces will take 3-4 weeks to ship as they are usually custom made pieces. Sometimes there are unforeseen circumstances that may delay shipping. The customer will be immediately informed if these circumstances occur (i.e., weather delays, out of stock products, manufacturer backorder). The customer will be emailed a shipping confirmation via email with a tracking number.

How will my order ship?

Floorzz uses various carriers to ensure your package arrives by the estimated delivery date. Most orders are palletized and shipped by a freight carrier. Small orders may be shipped via UPS ground.

Do you offer expedited shipping?

We do offer expedited shipping for some products, please contact our customer service team with all expedited orders.

Do you ship internationally?

At this time we only ship within the contiguous United States.

Do I need to be present for the delivery?

Yes, you will need to be present so you can sign off on the delivery. You may not have to be present if your order is being shipping ground.

Do I need to inspect my shipment before the driver leaves the delivery site?

Yes, please do not sign for the shipment until you inspect the entire delivery. Damages during transit can happen when transporting flooring materials. However, you can do your part to help prevent it and Floorzz will be happy to replace any materials damaged during transit 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 upon inspection simply note the item and quantity damaged on the bill of lading while the driver is there. Then notify Floorzz customer service at once for a replacement order. Please do not ever refuse any part of the order(s).

Tracking

How can I track my order?

After placing your order with us you will receive a series of notification emails that will keep you updated along the way. 

Expect to receive these emails after placing your order:

  • - Order confirmation - sent moments after placing your order and contains all of your order details
  • - Shipping confirmation - sent once your order has shipped and will include tracking information if available
  • - Shipping update - only sent if tracking #s are updated

 


Returns

Can I return products?

Yes, we do accept product returns. Please read our return policy below:

  • - You may initiate a return for any item(s) within 30 days
  • - Returns are not allowed for trim pieces, adhesives, underlayment, moldings, cleaning supplies, special order or non-stocking items.
  • - Product must not have been previously installed
  • - Products can not be clearance/liquidation/closeout
  • - All returns are subject to a 20% restocking fee

Do you charge a restocking fee?

Yes, a 20% non-negotiable restocking fee, plus any associated return freight charges, will be deducted from all general flooring credits.

Which items are not eligible for a general return?

All of these items are not eligible for a general return, and may only be returned if defective:

  • - Special order and/or custom flooring
  • - Flooring molding, trim, and transition pieces
  • - Underlayment & adhesives 
  • - Cleaning supplies
  • - Sale or promotional items

What is the process for returning defective material?

Please read our defective material return policy below:

  • - You must check you delivered material as soon as possible (even before the delivery company leaves, if possible) to check for any possible damage.
  • - If you do find damage, please contact our Claims Department immediately (within 48 hours).
  • - You will need to provide photographs of the defect(s).
  • - We will work with the manufacturer to find the best solution and resolve the issue as soon as possible, but this can still take up to 3 business days.

How long does it take to receive my refund?

In most cases your account will be refunded within 5-10 business days after your refund is submitted.


Security

Is my personal information safe with Floorzz?

We take privacy extremely serious and have adopted many measures to minimize any potential security risks, including:

  • - Our entire website is secured by SSL (secure socket layer) encryption, not just in the checkout.
  • - PCI compliant shopping cart and hosting - Meeting all 6 categories of PCI standards. 1. Maintaining a secure network 2. Maintain a vulnerability management program 3. Regularly monitor and test networks 4. Protect cardholder data 5. Implement strong access control measures 6. Maintain and information security policy

How will my information be used?

Floorzz takes your personal information very serious. We will not use any information you provide to us for purposes other than to contact you about your order, or to notify you of products that we believe may be of interest to you (if opted in). This information is not shared with anyone outside of our company.

 

 

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