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Shipping & Returns

Guaranteed Shipping Rates
When you order with, your freight quote is guaranteed not to change. No secondary charges, no additional fees, no residential charges, and no assessorial fees. Our guaranteed shipping rate includes a schedule delivery time, lift gate service, and time to inspect your order. Any address…one guaranteed low rate.

When ordering samples,, will send a sample from our largest dye lot. Most of our material is in stock and samples will ship via Fedex or UPS Ground service. After you receive your sample, can issue a sample credit of up to $25 in material and $25 in freight against orders of $500 or more.

While most of our material is in stock, bear in mind that we sell thousands of square feet of floor covering every day. There are times when samples are ordered, but we then sell out of a material. Ordering a sample does not guarantee that material will be available when you go to order. We do not guarantee that the sample we send will be sent from the same dye lot when you purchase your product. reserves the right use an alternative size when sending a sample without any notification.

Once you have ordered your product, you’re probably wondering how we are going to deliver your flooring material. While other internet companies use unknown common carriers, or 3rd party shipping companies, has partnered with R & L Carriers. R & L Carriers offers great service and insured shipments at discounted pricing.  

In addition to R & L, we ship smaller packages via Fed Ex or UPS Ground Service. Your location and the weight of your product will determine which carrier is used. reserves the right to utilize any carrier to handle its deliveries to ensure that your product is delivered to you in perfect condition.

Delivering Your Product
Your order will be delivered to your home on a large 48 foot delivery truck. Your home must be accessible by our delivery truck. You must be home to unload your shipment, if you are not; by placing your order you authorize whoever is present for the delivery will act on your behalf. Our freight charges include a curbside/driveway delivery. If you authorize the shipping company to use any other services, you will be responsible for the additional charges. 

If your home is not accessible by the shipper, you will be responsible to pick up your shipment at the shipping terminal. You will not receive any discounts or reimbursements for picking up your shipments from the trucking terminal. If you are unable to pick up your order and require the material to be transferred to a smaller truck or more local carrier, then additional shipping charges will apply.

Inspecting Your Order
While more than 99% of our material is shipped with no damaged, occasionally, damage and missing pieces can occur. 

When you, or whoever is present on your behalf, receive your order, you MUST check for damages and/or missing items, and note that accordingly on the Bill of Lading. We recommend having a copy of your invoice with you, so you can verify that you have received all of the items you ordered. If you do not check the material yourself, please make sure that the person signing for them checks for damaged or missing items. 

By signing the Bill of Lading, you are accepting the material in good condition with no damage and all pieces accounted for. If you sign the Bill of Lading without making any notations regarding damages or missing pieces, you agree that your order is complete. By signing the Bill of Lading, you agree that be held harmless and not responsible for any damages or shortages that are NOT noted on the Bill of Lading.

Damaged Material
If materials are received damaged on any order, including replacement orders, reserves the right to replace the broken material. The replacement, as long as it is noted on the bill of lading, will be replaced at no charge to the customer. uses LTL carrier to ship all of its materials and every shipment is insured by our carriers with guaranteed replacement. Our policy is guaranteed replacement, not a refund or credit. See return policy for returns. Under no circumstance does offer a refund on freight once the material has been received, damaged or not.

If you have damaged product and wish to submit a claim to, we will require that we receive an email detailing your name, address, phone number, order number, and a description of the claim. If your claim is regarding damaged product, in order for your claim to be considered, damaged material must be noted on the Bill of Lading and supported by photographs of the product. If photographs of the damaged product cannot be submitted, the claim will be immediately denied.

Alaska, Hawaii, and Canadian Shipments can also handle shipments to Alaska, Hawaii, Canada, and Mexico. These rates will are not programmed in our system and must be custom quoted by one of our customer service representatives. When we quote international shipments, the quote will not include any duties or taxes required by the foreign government. These duties and taxes are exclusively the customer’s responsibility. Once the material arrives at our freight broker, they will contact you for payment of these duties and taxes. In the event, that you refuse to pay for the duties and taxes, then you authorize to treat your order as a return and it will be subject to our return policy.

Once material has shipped and is at your local terminal, all material must be delivered to you within 72 hours. In the event that you are unable to schedule a delivery time or pick up within the 72 hour time frame, you will be responsible for storage charges by the LTL freight carrier of up to $100 per day.

Returns & Cancellations
All returns and cancellations must be authorized through and they must have an authorization number. Any refused shipments will be treated as a return, and will be subjected to all associated costs. Even if there is damage on the order, you MUST note the damage and ACCEPT the order. We will file a damage claim with the shipper and replace the damaged items noted.

If for any reason you wish to cancel your order with, you will need to contact us immediately via email.

Orders are packaged and ready for shipping within 1 hour of placing your order. Should you decide to cancel your order or return material from your order, a 30% re-stocking fee will be applied. If the product has already shipped, then you will be responsible for shipping to and from our warehouse. Should you have already received the products and wish to return the product, the products must be on the same skid/pallet that it was shipped on and in the same condition that it was received.

All returns without authorization will be refused. Return authorization number has to be obtained with 14 days from the date of receipt. No returns will be accepted after 14 days.

Half boxes or partial boxes cannot be returned, only full cartons can be returned. Bullnose, decorations, listello's, chair rails, glass or metal tile, or any other accessories cannot be returned.

Absolutely no claims considered after 30 days, or after installation of product.