FAQ

Floorzz accepts all major credit cards, money orders, as well as PayPal.

Yes, sales tax is charged in certain states, depending on economic nexus for each state. If your purchase should be tax exempt, please provide your tax exemption certificate before your transaction is made. Floorzz will determine if taxes were to be charged, if this document will allow us to eliminate the taxes on your order.

All quotes are valid for 5 days. After 5 days, please check with us for current pricing and availability.

Pricing and inventory are subject to change in the marketplace. Please communicate with us if you intend to puchase ASAP so that we can help to reserve your materials. In some cases a deposit may be required to lock in pricing and claim inventory. Most orders must ship within 30 days and these ‘ship by policies’ can vary by brand.

Yes, certain products do require a minimum number of boxes/pieces to be ordered. Floorzz has the right to cancel any orders that do not meet the minimum quantity.

We will send order updates via email to keep you updated on your order. You may also contact our customer service team via phone, email, or chat for order updates & inquiries.

Of course! After you submit your order you should see an order confirmation page. If you did not see this, please check your spam/junk folder as it may have landed there. Our customer service team can assist in confirming your order was placed successfully and can resend the confirmation if the confirmation email is still not found. Our automated order notifications contain very important highlights from our shipping/claims/returns policies and we want to ensure that you receive these throughout the order and fulfillment process.

Yes, we will price match to the best of our ability. Shipping and other fees are a part of the price. If you have a price match request, our team will ask that you send the full quote including shipping, taxes and any additional fees such as credit card surcharges, that the other retailer may be charging. Screenshots that show the quantity and total costs will be required to proceed.

Please contact our customer service representatives for more details.

Occasionally we will run promos that include discount codes.

A few details about our coupons:

• codes can never be stacked (use of multiple codes on a single order)
• valid on full retail priced products only
• not valid on any sale items, gift cards, samples or reduced price offers

Yes, all of our products are covered by their individual manufacture's warranty.

Each manufacturer’s warranty may vary. Floorzz can assist if you would like to view the warranty that pertains to your product of interest ahead of your purchase. Many warranty claims are made as a result of an error during installation. Please ensure that the installation instructions are followed for your product. Please inspect your materials for color, style, and quality ahead of installation. In many cases, installation equals acceptance and voids your ability to make a claim requarding color or aesthetics. Please see the product’s specific warranty regarding any further details.

We recommend waiting until your full order has been received and inspected for damaged product before scheduling your install.

Most orders will arrive within 1-2 weeks from order being placed. Shipping times may vary depending on stock of the vendor. Most wood trim pieces will take 3-4 weeks to ship as they are usually custom made pieces. Sometimes there are unforeseen circumstances that may delay shipping. The customer will be immediately informed if these circumstances occur (i.e., weather delays, out of stock products, manufacturer backorder). The customer will be emailed a shipping confirmation via email with a tracking number.

Floorzz uses various carriers to ensure your package arrives by the estimated delivery date. Most orders are palletized and shipped by a freight carrier. Small orders may be shipped via UPS ground.

Yes, we offer local pickup at our Santa Rosa Beach, FL warehouse as well as strategic pickup points across the United States on select products.

Please ask our team if the product you are interested in is available in your area for local pickup. If shipping costs are prohibitive, there may be a freight terminal pickup option available to you. In some cases, this may save on shipping costs. Upon request, our team can research and then recommend the best freight option for your situation.

In some cases, the only way for us to expedite your order is during the processing stage. In other cases, we may be able to run freight options and select the fastest haul vs the best rate haul. Floorzz can quote these additional charges to you as an option, if one exists. Unless a guaranteed service is selected with the freight carrier, there is no way for us to guarantee that the order will deliver by a certain date. Any guaranteed freight service selected and paid for by our customers will be subject to that selected carrier’s terms and policies for their service. Due to the heavy and fragile nature of our products, please understand that sometimes there is no way to rush an order.

At this time we only ship within the contiguous United States. The best way to process an order to Canada or anywhere outside the US is to contract with a freight forwarder in the US. We can ship to your freight forwarder and they can take it from there. Please note it is the responsibility of your freight forwarder to inspect and properly sign for the materials. Floorzz will not be responsible for any damage or shortage that may exist while your freight forwarder is in possession of your materials.

Yes, you will need to be present so you can sign off on the delivery. You may not have to be present if your order is being shipping ground.

Yes, please do not sign for the shipment until you inspect the pallet and confirm the quantity of cartons. Damages during transit can happen, however, you can do your part to help prevent deniable claims by the carrier responsible by notating any visible damage at the time of delivery. Large orders may require more time than the driver will allow to inspect every box. Floorzz understands this. Damage that is the result of carrier mishaps will often be visible from the exterior of the pallet (corners torn open or forklift stabs). Floorzz will be happy to replace any materials damaged during transit that are outside of the 2-4% breakage tolerance if you follow these simple steps and inspect your shipment for damages upon arrival.

• Make sure the pallet is intact and take pictures of all 4 sides.
• Cut the shrink wrap and inspect the boxes for signs of damage.
• Verify you received the correct product and quantity (# of cartons).
• If you find any damaged goods upon inspection simply note the item and
  quantity damaged on the bill of lading while the driver is there. Take
  a picture of the noted receipt and damaged goods for your records. Notify Floorzz customer service within 2 business days by completing this request. Please do not ever refuse any part of the order(s).
• We understand that 2 business
  days is a tight window to inspect your entire order, however, this is the amount of time that most carriers will allow before they give an automatic denial of any claim.

After placing your order with us you will receive a series of notification emails that will keep you updated along the way.

Expect to receive these emails after placing your order:

• Order confirmation - sent moments after placing your order and contains all of your order details
• Shipping soon – for freight orders, our logistics team may send a notice when Floorzz has booked your freight pickup. If a 3rd party vendor is handling the shipping of your order, then you may not receive this
  notice. Please keep watch for a call or email regarding scheduling of
  your freight delivery day.
• Shipping confirmation - sent once your order has shipped and will include tracking information if available
• Shipping update - only sent if tracking #s are updated

We do accept some product returns. Our policy lasts 30 days from order fulfillment. Some items are exempt from return requests and minimums to return will apply which vary by the brand purchased. Please read our entire Return policy for full details here: Shipping & Returns Policy

Yes, a 25-30% non-negotiable restocking fee, plus any associated return freight charges, will be deducted from all general flooring credits. Shipping costs from your original order are non-refundable.

All of these items are not eligible for a general return:

• Special order, custom or made to order flooring or wall coverings.
• Flooring/Wall molding, treads, trim, and transition pieces.
• Underlayment & adhesives
• Cleaning supplies
• Sale or promotional items

All of these items are not eligible for a general return:

• You must check the delivered material as soon as possible (even before the delivery company leaves, if possible) to check for any possible damage.
• If you believe the items are defective (not damaged in transit, but an issue in manufacturing), please contact us immediately with pictures and an explanation of your concerns.
• Do not install any material that you believe to be defective.
• We will work with the distributor or manufacturer to find the best solution and help to resolve the issue as soon as possible, but this can take time. Please make yourself familiar with any warranties that are associated with your products ahead of purchase. These are commonly found on the manufacturer’s websites.

We take privacy extremely serious and have adopted many measures to minimize any potential security risks, including:

• Our entire website is secured by SSL (secure socket layer) encryption, not just in the checkout.
• PCI compliant shopping cart and hosting - Meeting all 6 categories of PCI standards. 1. Maintaining a secure network 2. Maintain a vulnerability management program 3. Regularly monitor and test networks 4. Protect cardholder data 5. Implement strong access control measures 6. Maintain and information security policy

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