© 2009 FloorsExpress. All rights reserved.
Welcome to the Help and Service department of FloorsExpress.com. This section has been created to answer questions frequently asked by our customers. Your complete satisfaction is our primary goal. Please refer to this section first to best answer your questions. If for any reason your question is not addressed here, please e-mail us directly.
Ordering online with FloorsExpress.com is as easy as 1,2,3. First, browse through our selection of exciting items and choose the item(s) you would like to purchase. Then add the item to your shopping cart and proceed shopping or continue to check out. That's it! It's that easy.
Shipping Information
• We ship nationwide within the 48 contiguous states
• Our products can either be picked up at a distribution facility, or delivered directly to your home or jobsite.
• After receipt of your online order, we will contact you with a finalized sale amount and any other instructions.
Q: Will I be contacted Prior to Delivery?
A: The freight carrier does have instructions to contact you prior to delivery. They will provide the day and the approximate time in which the shipment will arrive. Please inspect your order prior to signing the freight carrier’s paperwork.
Q: How long will it take to receive my order?
A: Generally, most orders take 7-10 business days to receive from the day that you placed your order. The estimated dates of arrival are based on our experience and information that the manufacturer and shipper provide. We will contact you immediately if the time frame varies significantly from our original estimate.
Q: What if I have a question about my shipment?
A: When you place your order, do record and save your order number. Please e-mail or call our Customer Care Desk for any questions you may have.
Q: What if I ship “Will Call,” and later decide I want my order delivered to my job site?
A: We can change your order’s delivery destination. However, you will incur additional charges for Job Site Delivery. Please contact the Customer Care Desk for a revised freight quote.
Q: What if my shipment is damaged?
A: Be sure to inspect your material when picking it up or having it delivered. If there is any damage caused to items during transport, it is covered by the freight carrier. Because the freight carrier considers you (the Customer) the final recipient, you are responsible for inspecting and receiving your order. If a claim needs to be initiated, then it needs to be initiated by you. Documentation of damage is critical. You have two options:
1. If the damage is to one or two items in the order, please accept the entire shipment with documentation of the damages. FloorsExpress will replace the damaged items. After noting the damage on the freight bill, contact Customer Care to have a replacement order placed. If the entire/majority of your order is damaged, please refuse shipment, note the damages with the freight carrier and contact our Customer Care Desk immediately.
2. If you accept the shipment, you will not be able to file a claim for damage later.
FloorsExpress.com guarantees your complete satisfaction. If for any reason you are not satisfied, simply return the merchandise for a refund less re-stocking fees or credit, unless otherwise notified. See return policy below for details. We are committed to providing every customer with the finest selection of brand name flooring at the best possible prices. In addition, we want your purchasing experience to be fast, convenient and worry free!
How To Order
Here at FloorsExpress, we want you to “shop and compare.” At FloorsExpress you will find the same brand name products you see at the retail locations for wholesale prices! See the material you like up close and in person, and buy from us and just pay wholesale prices! We only sell first run, top quality products and never sell “seconds” or defective material. We also strongly support the philosophy “measure twice and order once.” By doing so, you reduce the risk of running short and incurring two freight charges or an extreme excess of material. If you are not comfortable taking measurements, we strongly suggest retaining the services of a professional installer.
How To Receive Your Order
If you are having your order delivered to your home or job site, we give the freight companies instructions to contact you prior to delivery. This way you are able to set an appointment time when a responsible party will be present to inspect the shipment. When you receive your order, please inspect the pallet and cartons for any outward damage that may have occurred during transport. If you notice shipping damages, please note it on the freight carrier’s paperwork and be sure to contact us immediately. This will help us to expedite a replacement order for you. If you notice a problem after opening a package, or if the wrong pattern or color was shipped, contact our Customer Care Desk immediately. FloorsExpress can only accept returns 15 days after receipt of material.
FloorsExpress stands behind every flooring product we sell. If for any reason you are not satisfied with your purchase, contact us and we will do our best to correct the problem. Return it for a refund or exchange within the guidelines below.
Cancellations
If for any reason you need to cancel your order, and it has already shipped, you will need to contact FloorsExpress as soon as possible. You will then receive a Return Authorization Number. FloorsExpress will not accept any returns with out a Return Authorization Number. If an order is returned with out a Return Authorization Number, you will receive a $125.00 penalty in addition to freight charges to you as well as return freight to the manufacturer. A 25% re-stocking fee will also apply. Please be aware that there are no returns on Special Order Items, moldings, and accessories. FloorsOnly can only accept returns 15 days after receipt of your material.
Labor Costs
FloorsExpress strongly suggests that you do not schedule your installation until after you receive and inspect your complete order. While we make every effort to get you your material on or before the ETA, shipping times are only our best approximations, and delays may occur. Once a shipping company is moving your material, we are able to provide you with a much sharper E. T. A. to your delivery site. FloorsExpress will not be held responsible for lost days of work, trip charges, and miscellaneous Installation charges due to arrival time of material.
Security
Absolutely! We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party. Your personal information and your credit card information are converted into bits of code that are transmitted securely. None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.