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HOME / Shipping & Returns
OVERVIEW
Floor My Place starts processing orders as soon as they are placed. The shipments generally leave the warehouse within 2 - 5 business days, and our customers receive their shipments within 7-10 business days depending upon the part of the country they reside in. Deliveries are made from Monday to Friday between 8:00 AM and 5:00 PM, excluding federal holidays within the United States. You must be physically present to accept your order. Your shipment could arrive in a large truck, and therefore, your home must be accessible by large trucks. In case, if your home is inaccessible by our delivery truck, you must pick up your shipment from the nearest trucking terminal. No discounts or reimbursements would be given for picking up your shipment from the trucking terminal. It is completely your responsibility to unload the shipment from the truck. The driver of the truck may assist in getting the shipment off the truck for some additional charges. Some of the boxes could weigh as much as 70 pounds, and it would be wise to have some extra help and any unloading tools, gloves, hand truck etc, on that day, would make unloading freight more efficient and less tiring. All deliveries are curbside deliveries only. Lift gate services are available, which would lower the shipment from the back of the truck to a lower level at the curb only. Lift gate services may not be available, once the shipment has left the warehouse, and if available, may carry additional charges, than the initial discounted price displayed on our website. You can expect your shipment in pallets, which are wrapped with padding and then strapped after being shrink wrapped. The moldings come in a tube, which is generally 92” - 98” long. Saturday, Holiday and Inside deliveries may be available at discounted rates before the shipment leaves the warehouse. Goods held at a terminal possession by reason of an act or an omission of the consignee and through no fault of the carrier company will be considered stored immediately and subject to "storage charges." Additional charges will be applied to shipments that are subject to the following definitions - Consignee name change or a change in the place of delivery. Floor My Place uses only reputable trucking companies with good ethical standards to deliver its products to its customers. Floor My Place does not make appointments for the carrier delivery. You must contact the carrier, once you are aware of the shipment notification to schedule any change in delivery date or the time window.
UPON DELIVERY
Do not let the driver leave till you have done the following. While unloading your shipment, make sure that you have received the correct product and the correct amount, free of any visual defects. Open the molding tube and count the number of molding you have ordered. Virtually inspect all the goods for any kind of dents, gouges, rounded corners and broken cartons. If any, it should be brought to the attention of the driver and MUST be signed on the delivery receipt by both of you. Be sure to retain your delivery receipt copy. If a lift gate service was requested, and was not provided to you by the carrier, make a note of it on the delivery receipt. If a box has an appearance that the contents inside may be damaged, open the box and the damage information be mentioned on the delivery receipt. If shortages and damages are not noted on the delivery receipt, Floor My place cannot be held responsible later. In such instances, you would be directed to file directly with the carrier, who delivered your products. Floor My Place ensures that it would replace the missing items or damaged items, provided that this was mentioned in the delivery receipt and was signed by both of you. Do not get rid of the damaged material, however, keep it in the boxes it came in, and any other packaging, inserts, instructions and the bags in a safe place, until everything has been resolved or till the flooring has been successfully installed.
SCHEDULING AN INSTALATION
Floor My Place recommends that you do not schedule your installation until you have received your order completely. Missing and damaged items, weather conditions, manufacturing delays and quality control are just a few to name them, that could delay your order. Floor My Place could not be held responsible for failing to meet the prior scheduled installation or any kind of damages arising due to delayed delivery.
REFUSING A DELIVERY
Never refuse a shipment even if your goods are damaged or missing. You must accept the shipment, however, you must note the damages or the items missing on the delivery receipt, and have the driver sign on your copy. This enables us to file a damage claim with the carrier and replace these items at no charge to you. Any refused delivery, irrespective of what the driver says, is treated as a return. Returned deliveries are subject to original shipping and return costs, in addition to a 10% - 25% restocking fee. Original shipping charge is not the freight charge reflected on your invoice. In most cases, the original shipping costs are much more than the amount displayed on your invoice.
RETURNS & CANCELLATIONS
Please call or email us if you want to cancel your order. You will be provided with a cancellation number if we are able to stop the order from shipping. There will be a restocking fee of 10% - 25% on all refused, returned and cancelled orders. You would be also responsible for the original and return costs, if the shipment has already left the warehouse. All returned orders and partial returns must have a return authorization number. Any return of a shipment without a prior return authorization number will be refused. Only four or more cartons are accepted as a return and should have the original factory seal. You will be advised if the material to be returned needs to be brought to a freight terminal. Any other discrepancies or damages should be brought to our attention within 15 calendar days. The return authorization number must be obtained from us within 21 calendar days from the date of receipt of material. If a claim has been submitted to us for a damaged material, and is not there for us to pick up, you would be billed for the shipping charge and the replaced material cost. Floor My Place must receive the goods at the designated address within 30 calendar days from the day you received it to ensure proper credit.
DEFECTIVE PRODUCTS & CLAIMS
Floor My Place sells only brand new products and they come with their original manufacturers packaging and warranty. We do not sell seconds or damaged products. Indents or scratches caused by high heels, pets or movement of any sharp object across the flooring, buckling, gapping or cupping of flooring because of moisture is not considered a manufacturing defect. Color fading or darkening of some products is a result of natural occurrence caused by exposure to UV rays and is not a manufacturing defect.
If the product has been found defective, Floor My Place will not issue any credit that has been opened after the first two cartons. If a piece or a plank is damaged, the whole box needs to be returned, since partial boxes are non returnable. You will be provided a Return Authorization number and the address where the defective product needs to be sent. The product needs to be packaged according to the requirements of the freight company. You would be responsible for any kind of loss occurring as a result of improper packing. Return the original packing list with the product, however, keep a copy for yourself for your records. You can expect the refund in the same form of payment within 15 days of its arrival and the inspection of the returned goods. Freight costs are refunded as well, once it’s determined that the product was defective.
If your installer discovered any visual defect and still proceeded with the installation, it meant an acceptance of the product on “as is” basis. Products installed unprofessionally are not considered defective. If the product could pass one’s visual inspection, and you discovered that the product was really defective after the installation, we will be glad to take up the issue with our manufacturer on your behalf. You would be required to email us your name and your installers name, phone numbers, address, order number, 4 - 8 digital pictures of the defect from various angles accompanied with a brief description and your desire for a replacement or a credit. If we are unable to satisfy our manufacturer that the product is defective with these pictures, we would require you to send us the samples of the defective product. When this is not enough to resolve the issue with the manufacturer, a third party inspector around your area is hired to come physically where the flooring has been installed to give us a report on the product being defective or not. An inspection fee of $225.00 is charged to a customer, which is later on refunded back to the customer along with any shipping charges for sending us the defective sample product, should the results of the inspection state that the issue was a defective product. If the product had a manufacturing defect, Floor My Place will ship the replacement material at no cost.