How will my order reach me?
Most orders are palletized and shipped by a freight carrier. Small orders may be shipped via UPS ground or FedEx ground.
How long does shipping take?
Most in-stock orders will arrive within 7-14 business days from order placement. Most trim/molding pieces will take 3-4 weeks to ship as they are usually custom-made pieces. Shipping times vary depending on stock of the material and the distance it must travel to reach you. Floorzz is unable to offer a guaranteed delivery date, but we can do our best to provide an estimate and updates along the way. Delays may occur once the 3rd party shipping carrier has your order or because of an item requiring a transfer from a regional warehouse to a fulfillment center. Floorzz will notify you if your item is backordered.
What if a delay occurs?
Floorzz will make every effort to notify you as soon as possible should a delay occur. We will work with you to determine the best options for your circumstance. Shipping companies do not include guaranteed timed deliveries in their standard service. They may only offer this as an upgrade. Please ask your Floorzz salesperson if there is an option for guaranteed service offered by a third-party carrier. Note that the guaranteed service time begins once the shipment has been picked up by the carrier. Shipping companies will not refund your shipping costs for delayed delivery with standard service. On rare occasions a carrier may lose trace of a pallet but locate this by conducting dock or camera checks of all known terminal locations. This process typically adds 3-5 business days to your shipping time. If your freight has not been located after 5 business days, Floorzz will process a replacement order. Floorzz will not refund your shipping costs for late deliveries but will file claims/liaise to reach a solution as quickly as possible if lost freight or damaged freight should occur.
Why hasn’t my order shipped?
Floorzz welcomes your inquiry regarding status updates. It is possible 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 available until 24 hours after the freight is loaded onto the truck.
Will I need to be present to accept my delivery?
Since most of our shipments will ship via LTL 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.
Delivery appointments are ordered with every freight shipment. Some carriers will call you and some might send an automated SMS message to set your delivery window. The appointment window may cover several hours (i.e 9 am – 5 pm). Floorzz understands this may be inconvenient. Please be proactive in watching for calls from the carrier. You can call them and reference your PRO number to ask the dispatch to give you an idea of what stop you will be on delivery day. Some tracking sites include the stop #. Residential deliveries may be planned for the afternoons, after the business deliveries have been made. Floorzz can assist, upon request, to help you reach the delivery company.
If a carrier is unable to reach you to set appointment, they will reach out to Floorzz for assistance. If the freight is returned to terminal and then scheduled for redelivery to you, there will be redelivery charges from the carrier. Floorzz will collect these fees before we approve redelivery. Floorzz cannot be financially responsible for these additional 3rd party freight charges due to a missed delivery appointment. If you are unable to be reached after several attempts the freight will be returned to the origin warehouse. Return shipping charges as well as the vendor’s restocking fee will be deducted from any refunds for the returned material. A change of address after shipments have been booked will be charged by carrier as a reconsignment fee. These charges are billed to Floorzz and we must pass them onto you if they occur.
***Please do not give the carrier permission to leave your materials without signature. Very few damage claims are approved by carriers when there is no one present to inspect and sign for the materials. By giving your consent to the freight carrier to leave your materials without signature, you may be waiving your right to Floorzz filing a claim for any damages or shortages that may be found.
How does a freight shipment work?
If your order is shipped via freight, your delivery will arrive via semi-truck for a “curbside” delivery. If you live on a cul-de-sac or dead-end road you may need 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. Anything other than a "curbside" delivery (i.e., garage storage, inside delivery) will be an extra cost per the carrier and must be agreed upon and arranged with Floorzz ahead of placing your order.
All freight deliveries are quoted with a lift gate service unless the destination has a loading dock. The driver will lower the pallet with the liftgate and then use a pallet jack to place the order on your property. If you have a special circumstance regarding delivery (i.e. unpaved road or steep slope driveway, or the inability for the driver to turn around), please discuss with us prior to placing your order as additional carrier charges may apply and we want to plan for a smooth process. Floorzz recommends that you communicate with the carrier ahead of delivery day. Please discuss with your salesperson ahead of placing your order if you have a forklift, a loading dock, or would prefer to pickup at the freight terminal near you. We can work with you ahead of time to find the best logistics plan.
What if I live in a muIti-family condo or high rise building?
Your freight delivery will be made to ground floor. When you are notified by the freight company 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 for the freight. Delivery delays can occur without warning. Floorzz can assist in communicating with the freight carrier should you need assistance.
Tips for receiving and inspecting your freight delivery
Damages during transit can occur and you can do your part to help identify and document the damages at time of delivery. Floorzz will be happy to replace or refund 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 free from any visible damage on all 4 sides.
- Cut the shrink wrap and inspect the boxes for visible signs of damage to the exterior of the cartons.
- The carrier will not likely wait around while you open all individual boxes, but this should be done within 2 business days of receiving.
- Verify you received the correct product and quantity (count the cartons)
- If you find any damaged goods or see visible damage to pallet (i.e forklift stabs, torn packaging) simply note the item and quantity damaged on the bill of lading while the driver is there. Take a picture of this damage noted document before driver leaves.
- Complete the request for returns or claims here: https://floorzz.com/pages/returns-claims Attach photos of the damage and the noted bill of lading to this form and please do your best to quantify the damage for us.
- If damage is found after the driver leaves, please notify us within TWO business days of receiving the material. ***Please do not ever refuse any part of the order.***
Breakage Tolerance and Damage Claims
A small % of breakage is expected and should be planned for as part of your waste factor. Industry standard for “waste” is 10% more than your area but this can vary by the project, product, pattern, and installer habits. Floorzz recommends an additional 2-4% overage planned at time of order to make a total of 12-14%. Certain mosaics may have a smaller waste factor while other items, such as planks to be laid in a herringbone pattern or large format tiles, may require a larger waste factor of 20-25%. A professional installer should be consulted regarding your project needs. If upon inspection, you find damage/breakage more than the 4% tolerance, you may report this to Floorzz within 2 business days for either replacement or refund. Floorzz recommends the damaged items be retained until your project is complete as they often will be used by installers for areas that require cuts. If you report damage and we file a claim with the carrier, these items must be retained until the claims process is complete and Floorzz has communicated that these materials may be disposed. Carriers ask us to retain for at least 90 days so that they may inspect upon request. Once a claim is made it is final and cannot be amended.
RETURNS
Did you receive your order in good condition but change your mind? Please read below to determine if your item is eligible for return.
To be eligible for a return, your item must be unused, in its original packaging, and in the same condition in which you received it.
Our policy lasts 30 days from order fulfillment. If it has been 30 or more days since your purchase departed the origin warehouse, unfortunately we cannot offer you a refund or exchange.
Several types of goods are exempt from being returned, such as trim pieces, adhesives, underlayment, moldings, cleaning supplies, special order and non-stocking items. In some cases, the costs to return the items may be more than the potential refund. This cannot be avoided when shipping small quantities of heavy materials over long distances. If this happens to you, consider a local marketplace to list your items for sale in your community, or donate to your favorite charitable organization.
Additional non-returnable items:
- Products that have been previously installed
- Products can not be clearance/liquidation/closeout
- Items in our SALE section may not be eligible for return
- All Bedrosian branded items
- No less than 3 cartons of product may be returned, in general, except for the following brand specific limitations:
- Floors 2000 branded products: 10 carton minimum to be returned
- Engineered Floors branded products: 5 carton minimum to be returned
- Shaw/Coretec/Anderson Tuftex: 200 SF minimum to be returned
- Provenza Floors: 5 carton minimum to be returned
To complete your return please contact our customer service department.
Once your return request has been processed, we will contact you with the estimated refund after shipping and restocking fees. Shipping fees from your original order are non-refundable. Restocking fees are determined by the origin warehouse and will range from 25 - 30%.
If you decide to proceed with the return, we will then coordinate with the origin warehouse and work with our Logistics Specialist to arrange pick-up of the materials. Returned materials must be secured to a pallet if this is how they were originally delivered. If your order arrived to you via a small parcel ground carrier, you could ship these materials back yourself or we can provide a shipping label via email. We will provide a shipping address and a Return Authorization # to include in your package. Please provide the tracking to us if you ship yourself and consider insuring your package to the value of the contents. Only items returned in original/resaleable condition will be accepted as part of the return. Please DO NOT send your purchase back to us without receiving a return authorization from our customer service team first.
If your materials are returning via freight service, our Logistics Specialist will create a bill of lading (BOL) and schedule a pickup day that works for you. We will email you a copy of the BOL as it must be attached to the pallet at time of pickup. The truck will be fitted with a liftgate. The materials must be secured to the pallet and we will request a picture of this before scheduling pickup.
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your return. If your returned materials are accepted, then the refund will be processed minus restocking fees and the actual freight charges billed which may slightly differ from the estimated freight charges provided ahead of the return pick up. A credit will be issued to your original method of payment. If your card happens to be expired when this is processed, we can only mail you a refund check as an alternative.
Late or missing refunds (if applicable)
Please allow 3-5 business days from the time we report we are issuing refund for these funds to be seen in your account. Processing time can vary by bank or credit card company. PayPal refunds can sometimes take up to 10 business days.
Please check with us at info@floorzz.com if you feel your refund is missing. We can verify it was completed on our end and then recommend if you should contact your bank or credit card company for further assistance.
Exchanges
On rare occasions a customer may order the wrong item in error. If you need to make an exchange, contact our customer service team and we'll gladly assist you. This process will look much like a standard return but will also involve a new order for the correct or intended material. Unfortunately, we cannot do anything about the costs associated with shipping the wrong items back and shipping the new order. It can be costly. Please allow us time to communicate with the origin warehouse and determine the best path forward for your situation. Depending on where you live, the time it may take for your exchanged product to reach you will vary. If you ordered the correct material but received something else, we will, of course, do everything we can to make this right as quickly as possible.
CANCELLATIONS
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Within 24 hours:
Should you need to cancel your order within 24 hours of order placement, Floorzz must first confirm that your order has not already progressed past a cancellation period. 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 Floorzz representative will need to confirm that your order has not already shipped or begun transferring from its origin before we can approve a cancellation. Floorzz can assist by checking the stock of items before you order to avoid any surprises around availability. We will do everything we can to accommodate your request, however, in some instances the fulfillment happens very quickly and Floorzz cannot be responsible for any shipping or vendor fees that have already occurred. Once we confirm that your order has not yet transferred or shipped out, Floorzz will issue a refund minus 3% of the total to cover administration and merchant processing fees.
24 hours or more after order placement:
Should you need to cancel your order after 24 hours of order placement, Floorzz must first confirm that your order has not already progressed past a cancellation period. 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 already shipped out. A Floorzz representative will need to confirm that your order has not already shipped or begun transferring to a fulfillment center before we can approve a cancellation. Floorzz can assist by checking the stock of items before you order to avoid any surprises around availability. We will do everything we can to accommodate your request, however, in some instances the fulfillment happens very quickly and Floorzz cannot be responsible for any shipping or vendor fees that have already occurred in the processing of your order. Once we confirm that your order has not yet transferred or shipped out, Floorzz will issue a refund minus 6% of the total to cover administration and merchant processing fees.
Floorzz strives to provide an excellent customer service experience. When items are unavailable or have an extended backorder period that is longer than 14 business days to be restocked, the cancellation fee will be waived. Our team will assist you however possible to find an alternate and the original order funds can be applied to the alternate item if you choose. In any case, if your items proceed to shipment ahead of schedule, the cancellation will not be possible. Please do not make another purchase before receiving clear communication from us that your order has been successfully canceled with the distribution center.
If your order has progressed past a cancellation period, meaning it is in transfer or shipping, then you may see our returns policy above and consider if a return is an option. Please see the details regarding eligibility for a return. We are happy to assist you in determining if we will be able to process a return for your order.
