Shipping & Returns Policy
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.
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. Please contact our customer service team if you are in need of receiving your shipment faster than the stated shipping times above.
You will be kept up to date on your order status by a series of emails so you will know exactly when your order should arrive. Since the majority of our shipments will ship via freight, 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.
If your order is shipped via freight, your delivery will arrive via semi truck. These carrier services provide 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 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. 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 identify the damages at time of delivery and document with the carrier. 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).
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
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 email@example.com.
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 25%, 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.