Shipping Policy

Free shipping promotions apply to residential or business curbside delivery within the 48 contiguous states. Lift gate service is available at an additional cost, however it is subject to availability within your local Freight LTL delivering terminal. Freight LTL shipping does not include inside delivery. We process and ship orders Monday through Friday. Items ordered on weekends (Saturday or Sunday) start to process and ship as early as the following business day. Some items may be placed on backorder. A few extra days may be required for back ordered items to ship. Shipping transit times start once your order leaves our warehouse. We highly recommend not to schedule your installation/replacement until you have received your product this can avoid any possible additional charges. Since the shipping means are not via our delivery trucks, some delays in shipping or the inability to reach your home by the freight or ground carrier may occur which are unfortunately out of our control.

It is important to provide your best contact information so you can be reached if/when needed. A cell phone number is recommended as it will ensure quick and convenient communication and delivery.

Delivery Options

Residential Delivery:

Residential deliveries are all curbside delivery ONLY. These types of products and quantities can be very heavy and is advised that you are prepared with the proper equipment and help needed to transfer into your indoor space. When the delivery is accepted, it is import you follow the “Equipment Arrival” section of this shipping policy.

Commercial Delivery:

Shipments to a commercial space is also an available option. It is advised to have shipments go to a place that is capable of handling such deliveries. Places with a loading dock or machinery such as a forklift will be needed.

Pickup:

Call Us for Pickup Options

Order Arrival

Shipping transit times are not guaranteed and may vary depending on your delivery address. The Lift gate service is recommended on all our orders that contain large items; however it is subject to availability within your local freight LTL company delivering terminal.

Once your order arrives, make sure to inspect each and every item on the pallet. Count the number of items (boxes) on the shipment. Make sure that your count matches the count printed on the delivery receipt before signing for your delivery.

Missing or incorrect items that were noted on the delivery receipt must be reported within 24 hours of receiving your order by contacting our customer service department. We reserve the right to reject any claim for a missing items if not reported within the 24 hour period.

After taking count of the pieces on your shipment, remove wrapping or boxes and inspect each item of equipment thoroughly in the front of the driver. Do not sign the delivery receipt until you have thoroughly inspected each item. Check all the equipment to make sure it is not dented or heavily scratched. Make sure to mark the delivery receipt “clear,” “short,” or “wrap broken/damaged” after inspecting your shipment thoroughly. (Whichever is applicable.)

Making Notes on the Delivery Receipt

If the number of items noted on the delivery receipt matches what you have received and none of the items have been damaged. Accept your delivery, sign and mark the receipt “clear.”

Please note: The cosignee (the customer) is responsible to check and assure that the products being received are clear of damages and/or shortages.

If the items or boxes on the shipment do not match the number listed on the delivery receipt, mark the receipt “short” (a packing slip will be attached to the freight shipment for your reference.) Make sure to note on the delivery receipt which items are missing. We will work with the carrier to track the missing items, please allow up to 7 business days for the freight carrier to locate your items. Please allow the appropriate time for the freight carrier to locate the missing items notated “short” on the delivery receipt. If the freight carrier is not able to locate the missing items, we will ship those items via standard ground shipping to you at no charge if the receipt was noted “short” and the items that are missing are noted on the delivery receipt.

If the shrink wrap is torn or has been replaced during transit, mark the receipt “wrap broken.”

How do I handle a Damaged Shipment?

If your order arrives with damage, you must call or email us within 3 business days so we may assist you with a replacement order. If you are present at the time of delivery, please accept the items, but note the damage on the delivery receipt and contact us immediately.

How do I handle a return shipment?

Returns will only be accepted if there is a defect or issue with the order, such as damage or an incorrect item received. All items must be inspected upon arrival, and any problems must be reported within the specified timeframe. If the order is correct and undamaged, it is considered final and non-returnable.

Manufacturers Warranty

If there is a future problem with your product, we are happy to help you file a warranty claim through the manufacturer. We ask that you please call us and be able to provide information and possibly photos of the matter. It is possible that the manufacturer will find it necessary to do further, independent, investigation into the claim. Outside of the manufacturers warranty, there is no additional coverage given by Floor Factory.