Warranty
1. How long do you warranty your products?
Many of our products have a manufacturers warranty that will last until your next renovation or until you'd like to change the flooring. We have faith in the products that we have In-Stock and offer a conditional warranty of no less than two years, even if you install it yourself.
2. I had my floors installed by you, what sort of warranty do I get with my installation?
For all of our flooring or tile installations, that we both supply the products and installation service, we offer a warranty term of no less than two years. Though even if you have questions about your floor after the two year window has passed we will be here to support you in whatever way you need.
3. I am planning to install some floating vinyl plank myself, do I get a warranty if I do this?
We're happy to hear that you are going to get an amazing new floor. So long as you install the product within the necessary recommendations for it, the manufacturers warranties will still be in play. As we are confident in the products that we offer, we offer a two year conditional warranty on the product itself, as well.
4. What do I need to do to maintain my floorings warranty?
Every type of flooring has different guidelines for how to maintain to the standards that the warranties recommend. This can be from how soon to clean up spills, what sort of products to clean with, what humidity levels that need to be maintained, direct sun exposure or temperatures that must be maintained. We can provide all of the necessary warranty and maintenance information for your specific products.
Shipping & Returns
1. What is your return policy?
We accept returns within 30 days of delivery for unopened boxes in original condition. Due to the nature of flooring materials, opened boxes cannot be returned unless the product is defective. A restocking fee may apply to some returns.
2. How long does shipping take?
We work hard to ensure that your order of In-Stock products leaves our warehouse within one business day. Local orders may arrive the same day as the product ships. If you are not local or remote, depending on your location, the products may take 5-7 business days depending on your location. Larger orders, above our inventory levels, or specialty products may require additional processing time. We'll notify you of all shipping related eta's for your items until you receive them.
3. Do you offer free shipping?
We can offer free shipping on orders over a certain amount. Shipping costs for smaller orders and samples vary based on your location and the size of your flooring order. We'll contact you with a quote for your selected product and location.
4. I'd like a fair bit of carpet, but I don't have the means of which to offload a whole roll, can you cut the carpet for me?
Interesting question, we do charge a small fee for this service but, yes, we are fully capable to cut, mark your rooms and wrap your rolls individually. We can even deliver your carpet and underpad to site so that you don't need to worry about the transport.
5. Do I need to be home for delivery?
Yes, someone has to be home to allow access for the delivery, show the designated space where to drop the pallet(s) or carpet, inspect your flooring upon delivery and sign for the shipment. In special circumstances, we can deliver to a garage with only an access code, in the event that there is no one around to receive the delivery.
Maintenance
1. What cleaning products are safe to use on my floors?
Always use pH-neutral cleaners specifically designed for your flooring type. Avoid harsh chemicals, ammonia, or bleach-based products that can damage the finish. For hardwood, use minimal water and a damp mop rather than soaking the floor.
2. Can I use a steam mop on my floors?
Steam mops are generally not recommended for hardwood or laminate flooring, as excessive heat and moisture can damage the finish or cause warping. Check your flooring manufacturer's guidelines, as some luxury vinyl products may be steam-mop safe.
3. How do I protect my floors from furniture and pet damage?
Use felt pads under furniture legs to prevent scratches and dents. Trim your pet's nails regularly and place mats under food and water bowls. Area rugs in high-traffic zones and entryways also help protect your floors from wear and moisture.
