Residential Delivery:
Material will be on pallets. To deliver to your residence, there must be a clear path big enough for a semi to reach your driveway and to turn around. The truck WILL NOT drive on to your driveway and the driver WILL NOT bring the material into the home or the garage/ carport. The freight service provider will call the homeowner when the material reaches the nearest terminal. The freight must be delivered within 3 days or there will be storage charges.
When receiving your order, be prepared to assist the delivery driver in unloading your order. All shipments over 9 cartons of material will be quoted with liftgate. The driver WILL NOT assist you in unloading the truck or carry into the house. Freight carriers are not allowed to move material into your home or garage. Cartons can weigh up to 80 lbs, depending on the product. The order confirmation received lists all the materials and quantities ordered. Examine the pallet(s) and count each item to make sure everything ordered has been received.
Visually inspect the condition and entirety of the shipment before accepting it. If there is any sign of distress or items missing make sure to notate that on the Bill of Lading and ACCEPT the delivery. Please take a photo of the paperwork with notations of damage. Please also take pictures of the damaged areas while still on the pallet as well as any damage to the boxes.
DO NOT allow the delivery driver to leave until you have verified shipment.
Residential deliveries require an appointment.
Business Delivery:
Business deliveries are available to verified business addresses ONLY. THIS DOES NOT INCLUDE HOME BUSINESSES. To avoid a liftgate charge on a business delivery, there must be a dock or a forklift available to remove the pallet(s) from the truck. If there is no dock height door and pallet jack or forklift available at the premises, a liftgate will be required for an additional fee. If business hours are not standard and an appointment is required for delivery, additional fees may be charged. Visually inspect the condition and entirety of the shipment before accepting it. If there is any sign of distress or items missing make sure to notate that on the Bill of Lading and ACCEPT the delivery. Please take a photo of the paperwork with notations of damage. DO NOT allow the delivery driver to leave until you have verified shipment.
Terminal Pick-up:
The freight terminal will call when the material is ready for pick-up. It must be picked up within 3 business days or storage fees will be charged. Please be prepared to assist in loading the material into the vehicle. Please make sure the vehicle can hold the material by asking for box sizes and weights if there is a question of whether the vehicle can carry the material. Inspect material and notate with the warehouse manager if there is any damage to boxes and take photos as well. Confirm cartons and material are correct before leaving. Please take a photo of the paperwork with notations of damage. If picking up from the terminal is an option from you, check-out locations we can ship to here.
IF THERE IS DAMAGED OR THERE ARE INCORRECT ITEMS:
ALWAYS ACCEPT THE SHIPMENT UNLESS IT IS DEEMED A TOTAL LOSS BY THE TERMINAL OR DRIVER!
Once we have the images of the damaged product, we can help you figure out if you will need replacements or if the material is usable. If the material is not usable i.e. cannot be used for start or end row pieces or if there is more than one or two boxes “damaged”, then we will wait until the end of the job to see if you need replacements. We do not want to send out replacement cartons if you are going to have extra, because 7% of what you order should be considered waste accounting for cut pieces. You will need to cut pieces anyways for your job, you may be able to use most of the boards from any damaged cartons as those cut pieces. We cannot issue credits or replacements if damage is not notated with the driver at the time of delivery and images are not sent to us.
Once unloaded, we STRONGLY recommend storing the material in the location it will be installed. This will allow the flooring to acclimate and reduce the number of times you will have to move it. Failure to store the materials properly can result in voiding the product warranty.
Our shipping times vary by product. Most items are in stock and we will display stock quantities if we have a live and active stock feed from one of our partner warehouses for an item. Stock information is not available for display for all items – some of our partner warehouses do not report stock status to us daily – if stock is not listed for a product and you would like to know its availability before placing your order, please call or email us for approximate times. If you place an order for an item which is not available to ship immediately you will receive an email notifying you of the expected ship-date. Most items not in stock can be sourced direct to the manufacturer if needed to minimize the lead time for you.
All deliveries are made with an independent trucking and logistics company. We address any problems with material handling directly with the carrier company. Any issues between driver, dispatch, and customer are outside of our control.
Within the lower 48 states, orders are typically delivered within 10-14 business days. This allows 2-3 days for order and payment processing and 7-10 business days to arrange and execute transit. Additional transit time may apply on deliveries outside the lower 48 states. All delivery dates are estimated; we cannot guarantee specific delivery dates under any circumstances. Seasonal weather conditions may impact transit and cause unexpected delays. The best advice we can give is that you NOT plan your installation date until the flooring has been delivered to you.
We can ship anywhere within the continental United States.
Some items are non-returnable *custom* ordered products. Some of these brands include but are not limited to: Mullican, Provenza, and Somerset.
Returns can be made within 30 days minus a 25% re-stocking fee plus the cost of shipping the material back to our warehouse.
ALL TRIMS ARE NON-RETURNABLE.
