Cancellations, Returns and Refunds

Returns, Cancellations and Refunds

If you need to cancel an order for any reason, please call us at 800-405-0222 during normal business hours as soon as possible. Unfortunately, if your order has already entered the shipping process, we will be unable to cancel it.

Returns

In the event you want to return an item, please call us at 800-405-0222 during normal business hours within 30 days of receipt to get an Return Authorization Number (RA#). When we issue the RA# we will instruct you where and how to ship it back.

We do not accept freight collect, COD shipments or returns of any kind without an RA#.

Please note: custom products are not returnable. This includes, but is not limited to, cabinets, tinted paints/stains and cut products such as Marmoleum sheet goods, carpeting, area rugs, and moldings.

Replacements

We will ship a new item at our expense when the return is due to one of the following:

  1. defect in merchandise (manufacturer's fault)
  2. damage during shipping, except frozen products (shipper's fault)
  3. wrong item shipped (our fault)

 

Refunds

All returns must be made within 30 days of receiving the item(s) and must include the RA#.

In the event of a defect, damage or wrong item sent, we will refund the purchase price including shipping, if we can not replace the product.

If you change your mind after you receive your order, order too much or order the wrong product(s), we will refund the purchase price, minus shipping and a restocking fee — if your item(s) are Not one or more of the following:

  • more than 30 days old after receipt
  • special and/or custom orders
  • outlet items
  • items which are unsaleable due to lack of original packaging or completeness
  • items which have been opened, used, cut, modified, installed or applied
  • items that have damaged packaging, including damage that happens in transit back to us or the manufacturer.
  • tinted paints are considered custom orders
  • returned without an RA#

The restocking fee is usually around 10-40%, depending on the manufacturer's policy.

If your product(s) have been opened, used, cut, installed, etc., you may still be able to return them. If your return is approved for return and issued an RA#, we will refund the purchase price minus shipping and a restocking fee. The restocking fee could be up to 100%, depending on the condition of the product(s) upon their arrival to us.

Freight Returns: If the items you want to return for a refund require shipping by freight due to their weight and/or size, you will have to palletize them and use a freight shipping company to return them. "Palletize" means putting the items on a pallet, using corner protectors, shrink wrapping them to each other, and strapping them to the pallet. You also will have to arrange to load the pallet into the shipping company's truck with a pallet jack.

Once the return is received, refunds will be given according to the method of your original payment. Please allow at least 15 business days from the date we receive your item to process the return.

Keep in mind it's always wise to keep some extra product, such as a box of tile or flooring, for future repairs or replacement.

If at the end of your job you have extra materials, consider giving them as a charitable donation to such organizations as Habitat for Humanity.