Return Policy

Is the item you received not what you expected? Did it not fit as well as you hoped in your space or match your décor? Whatever the reason, you won't be stuck with an item you cannot use or that you do not want. We are proud to offer one of the best return policies in the online business. You may return your purchase for any reason within 20 days of receipt for an exchange or a refund of the purchase price excluding our shipping and handling costs as well as restocking fees. Any upgraded shipping costs will not be refunded. Some of our products are offered with free shipping, so please be aware that if you return one of these products our actual outbound shipping costs will be deducted from your return refund. In addition some of our items carry up to  a 30% restocking fee which will be deducted from your refund should you wish to make a return.  Please keep in mind that once an order has shipped from the manufacturer, it cannot be cancelled. If you refuse an order, it will then fall under our standard return policy , where roundtrip shipping costs will be deducted from your refund. Exchanges within the same manufacturer will incur a 10% restocking fee rather than the full 30% restocking fee.

All returned products must be in original condition and packaging; otherwise, additional charges may be applied. Unfortunately, we cannot take returns of products that have been assembled or modified. Additionally, certain products cannot be returned because neither we nor our suppliers can take them back due to the custom nature of the product; If you have any questions about whether a product can be returned, please call us. Certain manufacturers do no allow returns and we do not stock their product at our warehouses or are discontinued, therefore, some brands will have a no return policy. Vinyl flooring is non-returnable due to dye-lot variation in the floor. Your floor dye-lot might not match the current dye-lot that the manufacturer is currently stocking and will not be able to be resold.

EFFECTIVE 9/10/2011 - Duchateau Orders cannot be returned due to the new policy enforced by DuChateau, we highly recommend Sampling before purchase to ensure this floor is the floor you want as they will not accept returns on any products. We do not stock DuChateau, therefore, we don't accept returns on DuChateau.

What If My Order Arrives Damaged?

Our products are well-packaged to withstand damage during shipping. We double-box many items, and refuse to carry products that are easily damaged during shipping. We will make every effort to help you obtain the necessary replacements as quickly as possible at no extra cost to you. If your order is shipping by Truck Freight, or White Glove, please note the important instructions below. If Shipped via Truck Freight or White Glove

• Even if the package appears only slightly damaged, write "Package Damaged" when you sign for delivery. This is VERY important. If the package looks significantly damaged, you may refuse delivery of the package. The damaged package will be returned to us and we will send you a new one. If you refuse delivery, please notify us so that we can expect the return shipment.
• If you have already accepted the package and find that parts are missing or damaged, please contact us right away and we will ship you the replacement parts free of charge. Speed matters since most carriers only let us file freight claims within 48 hours of delivery. If we cannot replace the parts, we will have the carrier pick up the package and we will send you a replacement. All returned products should be in the original packaging.

Our goal is to make buying online easy, safe and efficient. If you decide you do not want parts or a replacement unit, the item can be returned under our standard return policy. If a product arrives damaged, or we made an error, and it cannot be remedied with either a full replacement or replacement parts, we will pay to return the item to us. If your item is problematic due to a manufacturer's defect, we can either replace the defective part, or if necessary, the entire unit. We stand behind our products and maintain great relationships with the manufacturers who produce them. If you are having an issue, please contact us and we will make every effort to resolve it.