floor hardwoods samples

Shipping,Returns,Claims

(888) 250-3534

SHIPPING, RETURN AND CLAIMS POLICIES

FloorHardwoods.com takes great care to ensure that freight arrives to your designated location without damage. We have partnered with the industries leading shipping companies such as Fedex and Yellow to ensure on time, proper, and safe delivery of your products. With this in mind, we have set the following policies in place for receipt of materials, claims, and returns.

SHIPMENT POLICY:

All items less than 100lbs will ship via FedEx Ground, or FedEx Home delivery based upon your address. Faster shipment may be requested for additional cost. Please contact our sales team to discuss options. All items over 100lbs will ship common carrier, i.e Yellow Freight. Freight will be palletized for safe shipment. Product will be delivered to curbside using a lift gate and pallet jack. Unless other arrangements are made, there shall be no movement of product inside of property. Some shipment companies offer inside delivery for an extra fee, if you are in need of this service, please contact our sales team to discuss.

All stock items ordered by 10:00am Pacific time are generally shipped the same day. Orders placed after 10:00am will ship the following day. Orders placed Friday after 10:00am through Monday 10:00am will ship Monday. In the event that a product is critically needed for next day receipt, it is advised to contact our sales department to assure shipment.

Orders that contain both stocked, backordered, and special order items will be shipped when all items are available for shipment. In the event that customer wishes to have stocked products shipped separate from backordered or special order stock, client may contact our sales team to discuss shipping options and charges.

RECIEPT OF MATERIALS:

It is your responsibility to be present or have a designated responsible party at the time of delivery. Many freight companies will call to make a delivery appointment. We provide the contact phone number and freight pro number for each shipment. It is recommended to contact the freight company to confirm the details for your shipment. At the time of delivery you MUST inspect and count the product before signing off on the product. In the event that the product is damaged in any way DO NOT refuse the shipment. You MUST notate on both your copy and the driver’s copy of the shipment’s bill of lading that the material is damaged, and how much is damaged. YOU MUST notify us of damage / shortage within 72 Hours of receipt of product. Only then can we work on your behalf on making the situation right.

Freight companies often times will try to rush you to sign and accept materials. You have the right and obligation to take as much time as necessary to count and inspect your product. Do not just sign and accept.

When assessing damage to product, please consider the following:

*Cardboard boxes may appear damaged and torn without there being actual damage of product. Boxes are meant to protect the product during transit, so these tears and rips are quite common.

*When boxes are damaged, and there is visible product damage, generally the whole bundle is not damaged. We ask that you try your best and cut out the damaged parts. In the event that total damage equals more than 1 bundle please contact us.

*Keep an eye out for water stains on the product. FloorHardwoods.com does our best to safeguard against rain or water. If product has been exposed to extreme conditions and shows signs of water damage you MUST notate this on the shipment documents.

In order to assist you, we need the following:

1) Photographs of damaged Materials

2) An exact count of damaged product

3) Description of what the problem is.

When the product is received and not verified FloorHardwoods.com’s options with Freight Company are extremely limited. Therefore in situations where damaged material is found after signed that the material is received in “Good Condition” we will refer you to the freight company to make a claim. FloorHardwoods.com in this situation reserves the right to deny liability of damages.

IT IS YOUR RESPONSIBILTY TO NOTATE ANY AND ALL DAMAGES ON THE FREIGHT COMPANY’S BILL OF LADING. THIS MUST BE SIGNED OFF BY THEIR REPRESENTATIVE TO BE VALID. FAILURE ON YOUR PARTS WILL AFFECT YOUR ABILITY TO RECOVER LOSS FOR DAMAGED MATERIALS. REFUSAL OF SHIPMENT

When shipments are refused for whatever reason, there is no notation of the condition of the materials when they are refused by you. Therefore FloorHardwoods.com has no basis of claim to recover loses for damaged material. In this situation you will be responsible for all shipment charges (coming and going), any and all damage, and the standard restocking fee. If the item was a special order product, or closeout you will not receive a refund of any sort.

In short, before you refuse a shipment make a phone call to our customer service department to discuss. If we made an error, we will make it right.

IT IS YOUR RESPONSIBILITY TO ACCEPT SHIPMENT. REFUSAL OF SHIPMENT WILL RESULT IN YOUR BEING RESPONSIBLE FOR ANY AND ALL CHARGES, DAMAGE, AND RESTOCKING FEES.

RETURN POLICY:

In the event that you bought too much, or the product wasn’t what you expected FloorHardwoods.com makes returning product simple. Below are our policies for returns:

1) Material that has been cut or installed is non returnable.

2) There are no returns of special ordered products (you will be prompted during purchase to alert you to the products on your order that are considered “special order”)

3) No products may be return without a RMA#. To request a RMA# please contact our sales department.

4) RMA # must be requested within 30 days of receipt of product.

5) Products to be returned must be unused in their factory sealed box or container.

6) Customer will be responsible for shipment charges. Customer shall arrange for your own freight, and in the event of materials are damaged during transit, you will be responsible for claims to your shipper.

7) Product must arrive in our warehouse no more than 45 days from date of receipt of product

8) All products will be assessed a 25% restocking fee on top of any and all shipment charges.

9) Shipment charges from FloorHardwoods.com to customer are not refundable under any circumstance other than FloorHardwoods.com’s mistake.

Claims Policy:

FloorHardwoods.com ships only the highest quality products to our customers. In the event that something goes wrong, we are here to help. Below is our policy for claims of defective products.

1) FloorHardwoods.com does not offer warranties either implied or explicit beyond those stated by the manufacturer

2) Copies of manufacturer warranty terms are generally found within product packaging, however they are additionally available upon request.

3) Products that are installed with visible defects are considered accepted, and therefore unable to be claimed under manufacturer’s warranty.

4) Claims of defective material found prior to installation should be made immediately to our sales department

5) It is recommended that purchaser familiarize themselves with proper acclimation and installation procedures for the product regardless of whether

they plan to install the product themselves. You are responsible for the improper acclimation and installation procedures regardless of who installs it.

6) Should a claim be requested, please download a copy of the claim form from us, fill it out, and fax it back to (415) 642-6518 attn: Claims. We will forward the claim to the appropriate vendor for review.

7) You may wish to hire a private independent inspector to inspect your floor in the event of problems after installation. A list of independent investigators can be found at www.woodfloors.org or nwfa.org under certified professionals. Prices can range from $250+ for a inspection and report. This information can be valuable when dealing with manufacturers. Under no circumstances will FloorHardwoods.com be responsible for inspection fees

8) Once the claim has been submitted to the manufacturer, you will be contacted directly from the manufacturer to finalize any and all claims.

9) Manufacturers often reserve the right to choose method of satisfying a claim in the event of product defect. For example if a solid 3/4” pre-finished floor is found to have a defective finish, manufacturer will often pay to have floor sanded, not removed & replaced.