Shipping policy
Shipping & Returns Policy
How long does shipping take?
The majority in-stock orders will arrive within 7-14 business days from order being placed. At times, we have seen them delivered in less than 7 days, but that is not normal. Shipping times vary depending on stock of the material and the distance it must travel to reach you. Economic abnormalities like COVID-19 may change the standard delivery times, so we will work the best to keep you informed. If you need to get a status update, please email us at TheFloorStoreDirect@gmail.com. The Floor Store Direct is unable to offer a guaranteed delivery date. Delays may occur once the 3rd party shipping carrier has your order or as a result of an item being backordered longer than projected.
How will my order reach me?
Most orders are palletized and shipped by a freight carrier. We offer various carriers, most commonly, R&L carriers. Small orders may be shipped via UPS ground or FedEx ground. We ask that you respond in a timely manner to the freight carriers for palletized orders and keep driveways clear for them to drop off. These orders will be dropped off by use of a lift gate and a pallet jack. These orders can be dropped in a driveway or front area accessible to be wheeled too.
What if a delay occurs?
The Floor Store Direct will do our best to notify you as soon as possible should delays occur. We will work with you to determine the best options for your circumstance. *Shipping companies do not include guaranteed timed deliveries. (or they may only have this as an option with an additional charge which is required at time of sale. Please ask you’re the Floor Store Direct sales person about this.) Shipping companies will not refund your shipping costs unless the freight is lost or damaged. Should this occur, The Floor Store Direct will issue refund or replacements. Please see Damaged/Lost Order section for further details.
Why hasn’t my order shipped?
The Floor Store Direct welcomes your requests regarding status updates by calling, texting or emailing. We will do our best to get back to you in a timely manner. There is the possibility that your material has shipped but we are working to obtain the tracking data. Also, when we book freight shipments, a pick up is scheduled and the tracking is not typically not updated until 24 hours after the freight is loaded onto the truck.
Will I need to be present to accept my delivery?
Since the majority of our shipments will ship via freight, you will need to be present so you can sign off on the delivery. Most ground shipments will be left at your door and not require signature.
How does a freight shipment work?
If your order is shipped via freight carrier, your delivery will arrive via semi-truck for a “curbside” delivery. If you live on a cul-de-sac or dead-end road, there's not much room for the truck to turn around. You may have to meet the driver before your cul-de-sac or dead-end road to get your shipment and then you will be responsible for getting it to your house.
Freight shipments are quoted with a lift gate service if the load is over 150 lbs. The driver will lower the pallet with the liftgate and then use a pallet jack to place the order on your property depending on the type of property. If driver’s equipment will allow, they will place this pallet in your garage. If you have a special request regarding delivery, please communicate with your sales representative prior to placing your order as additional costs may apply.
What if I live in a muIti-family condo or high rise building?
Your freight/delivery will be made to 1st floor (Ground Floor), they will not go up steps. When you are notified by the freight forwarder to set an appointment, please discuss this with them at that time and make sure that you have a communication plan for delivery day so that you can meet the driver downstairs to inspect and sign your acceptance for the delivery/freight. Delivery delays can occur without warning. The Floor Store Direct can assist in communicating with the carrier should you need assistance.
What should I look for while inspecting my delivery? What if I see damage?
Damages during shipping can occur and we need your help to do your part to help identify any damages at time of delivery and document those with the carrier. The Floor Store Direct will be happy to replace any materials damaged during transit within 30 days if you follow our steps and inspect/review your shipment for damages upon arrival.
- Check to see if the pallet is intact, broken or damaged
- Remove/cut the shrink wrap and inspect the boxes/cartoons for damage
- Verify you received the correct product and exact quantity of the product
- If you identify any damaged product or see visible damage to pallet (i.e such as indentations, dents, fork lift stabs) please identify and notate the product and quantity damaged on the bill of lading while the driver is there.
- Please also take photos of the damage and the noted bill of lading and email them to TheFloorStoreDirect@gmail.com. Please also give the most accurate details about the specifics of the damage for us. If damage is found after the driver is gone, please notify us within 24 hours of receiving the material. If it has been 30 days after delivery or more, we are not able to offer any refund, credits or replacements. Please do not refuse any part of the order.
CANCELLATIONS
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Within 24 hours:
Should you need to cancel your order within 24 hours of order placement, we'll issue a refund minus 3% of the total to cover administration and merchant processing fees. Tracking of your order is a manual process, and in many cases, the tracking number is provided from a distribution center after the order has physically shipped out. A Floor Store representative will need to confirm that your order has not shipped before we can approve a cancellation and issue a full refund. The Floor Store Direct can assist in making the transaction by checking the stock of items before you order, and avoiding any surprises around availability.
24 hours or more after order placement:
Should you need to cancel your order after 24 hours of order placement, we will confirm that the order has not shipped out, and issue a refund minus 5% of the total to cover administration and merchant processing fees that have already been incurred. If the shipment has already been shipped out, we will issue a refund minus a 25% restocking fee. The Floor Store Direct is a small family business that strives to provide an excellent customer service experience.