How returns and refunds work here.

Damaged, defective, or not what you ordered

If flooring reaches you damaged, turns out to be defective, or is not what you ordered, we replace it or exchange it at no cost to you. There is no restocking fee, and it does not matter whether the carton has been opened. You do not haul bad material around at your own expense. We work out with you how it comes back to us and how the right material gets to you.

Call us first. You bought the floor from us, so it is ours to make right, and where a claim has to go to the maker, we help you make it. You are always free to contact the manufacturer too, and nothing here changes its warranty.

When a delivery arrives, look the cartons over and, if you can, note any damage on the delivery slip before the driver leaves. Tell us as soon as you find a problem, and take a photo of the boards and the carton label before you move anything. Damage you find later, inside a sealed carton, is still ours to fix. The easiest time to catch a bad board is before it goes down, so look at each board as it comes out of the carton.

Real wood and wood-look floors vary from board to board and from one production run to the next. Variation within what the manufacturer describes for that floor is normal, and it is not a defect. If the first carton you open looks different from the sample you saw, stop and call us before you open more. Send us photos of the boards and the carton label, and if photos cannot settle it, we arrange to see it. If it is a defect, the wrong material, or plainly unlike the sample, we make it right at no cost to you, including the carton you opened. If it is normal variation, the cartons you have not opened can still come back as sealed cartons, on the terms below. Your call to us about it counts as calling within the return window for that floor.

Sometimes damaged, defective, or wrong material cannot be replaced with the same floor, because it was discontinued or the run cannot be matched. Then we go through the options with you, and a full refund for that material is always one of them.

Once a floor is down

A floor that has been installed is part of the house, so it cannot come back as a return. A problem that shows up after installation is still ours to hear about first. Call us and we look at it with you. If the flooring itself turns out to be defective, it is ours to answer for, and replacement material costs you nothing. What happens with the labor depends on what went wrong, and where the warranty from the manufacturer also applies, we help you make that claim. Either way, we tell you plainly what we will do and why.

If something is not right with work we did, tell us.

Sealed cartons of special-order flooring

Much of our flooring is special order, brought in from a distributor or mill for your job. Call us within 7 days and sealed cartons you did not use can come back, for a restocking fee of 25% of what you paid for them.

Here is why the fee exists. Sending a few cartons back up the supply chain costs more than it recovers, and a floor chosen for one job is hard to place again. The fee, and bringing the cartons to us yourself, keep returns for real leftovers rather than for ordering extra on purpose.

Ordering sensibly is fine, and so is keeping a spare. Every real job has some cutting waste, and we recommend an extra carton or two for the unforeseen and for repairs years from now. Those are yours to keep, and we hope you do, because spare boards from the same run are what make a repair possible. A spare that is still sealed can come back within the return window like any other carton, fee and trip included. What we ask is that nobody orders far more than the job needs, planning to return what is left. That is a request, not a condition, and sealed cartons come back on these terms either way. If you are not sure how much to order, call us before you buy and we will help you work it out.

The 7 days are calendar days, weekends and holidays included, and they start the day you receive the cartons or pick them up. If we install the floor, they start the day the installation is finished, because that is when you know what is left over. If you or your own installer puts the floor down, the days still start when you receive or pick up the cartons. Installing it yourself? Ask about the floors on our own shelves, because their return terms are looser. Call us within those days and we set a time together to bring the cartons in. If the first time we can offer falls after the 7 days, the return still counts. Once the 7 days pass without a call, sealed cartons are no longer returnable under this policy. Call us anyway, and we will tell you whether we can help.

A carton opened for any reason cannot come back as a sealed carton, even if it was opened only to acclimate the boards or to blend them during installation. If you might not need a carton, keep it sealed until you are sure, as long as the instructions from the manufacturer allow it.

If we installed your floor, point out any full sealed cartons left over before the crew leaves. They come back on the sealed-carton terms for that floor, and we tell you whether the crew can take them back to the warehouse for you.

Floors on our own shelves

A short list of floors is normally on our own shelves. Today that list is COREtec Springfield Oak. A sealed carton of one of those goes back on the shelf for the next customer, so the terms are looser. Call us within 30 days and sealed cartons you did not use can come back, for a restocking fee of 10% of what you paid for them. The days start the day you receive the cartons or pick them up. If we install the floor, they start the day the installation is finished. Everything else works the same way as for special order, including bringing the sealed cartons to the warehouse at a time we set together.

Not sure whether a floor is one of our shelf floors or a special order? Ask before you buy and we will tell you. The terms that apply are the ones for that floor on the day you bought it.

Adhesive, underlayment, and trim

Unopened sundries, such as adhesive and underlayment, can come back too. If we ordered them in for you, call within 7 days, and the restocking fee is 25%. If we sold them from our own shelves, call within 30 days, and the fee is 10%. Not sure which? Ask when you buy. Moldings and trim come back the same way when they are uncut, undamaged, and in the lengths we sold them. Anything opened, mixed, or cut, or anything that froze or passed its date after it reached you, cannot come back, unless something was wrong with it when you got it.

What cannot come back

Some material cannot come back, because nobody else could buy it as new.

• Opened cartons and loose boards, unless something is wrong with the material.
• Flooring that has been installed, cut, or set in adhesive.
• Cartons that were crushed, wet, or damaged after they reached you.
• Material milled, finished, stained, or cut specially for your job.

Ordinary special-order flooring is different. It is a regular product brought in for your job, and its sealed cartons follow the terms above.

A sealed carton is full, still sealed, dry, and free of crush or water marks. We check the cartons when you bring them in, and if one does not qualify we tell you why.

A sale price or a closeout does not change the terms. Each floor follows the terms for special order or for floors on our own shelves, whichever it is.

None of this changes what happens when something is wrong with the material. If opened or installed flooring turns out to be damaged, defective, or not what you ordered, call us. The sections headed Damaged, defective, or not what you ordered and Once a floor is down explain how that works.

If you change your mind before it arrives

Call us as soon as you know. If you are cancelling under the legal right to cancel described further down this page, it costs you nothing, whatever a supplier charges us. Otherwise, a special order that has not left the supplier can sometimes still be stopped, and we will ask. Some suppliers charge to stop an order and some cannot stop one at all. Either way, we tell you what it would cost before you decide.

If your order is waiting for you at our warehouse and you no longer want it, call us within the return window for that floor. The days start the day we told you it was ready. We treat it as a return of sealed cartons, on the terms for that floor.

Arranging a return

Call 973-728-9717 before you load anything into a car. If you reach voicemail, leave your name and number, and your call counts from when you left it. Have the invoice handy if you can. If not, the name on the order is enough for us to find it. Tell us what you would like to bring back. We look up the order, go over what the refund comes to, and set a time to meet you at our warehouse in Hewitt. Returns there are by appointment only, so we give you the address when the time is set.

Plan to unload the cartons by hand, and bring a second person for a large load. If you cannot make the time we set, call before it and we set one more time with you, and the return still counts. If we have to move a time ourselves, we call you to set another, and the return still counts.

Getting sealed cartons to the warehouse is up to you, and so is the cost. We do not collect sealed cartons or take them back by mail or freight. Do not bring returns to the showroom. It is a storefront, right for returning sample panels, so flooring, sundries, and trim all come back to the warehouse.

If the material is damaged, defective, or not what you ordered, call the same number, and we arrange how it comes back, at no cost to you.

Refunds

For sealed cartons, you get back what you paid for them, less the restocking fee. The fee is worked out on the price before tax, and the sales tax you paid on the returned cartons comes back with the refund. Delivery charges on the original order are not refunded when sealed cartons come back. The refund goes out within 14 days of the cartons reaching the warehouse. For an order that was already waiting there, it goes out within 14 days of your telling us you no longer want it.

Card payments are refunded to the card, and a card refund can take a few more days to show on your statement. A cash or check payment is refunded by check. If you used financing to pay us, the refund comes back the way the payment reached us, and the loan itself stays between you and your lender.

For damaged, defective, or wrong material, we replace it or exchange it at no cost. If you would rather have your money back, we refund what you paid for the affected material. That refund goes out within 14 days of your telling us that a refund is what you want.

Want a different floor instead of your money back? Sealed cartons can go toward another floor. The restocking fee still applies, and the new floor is a new order.

Sample panels

A sample panel is free to borrow, so there is nothing to refund. Somebody else will want to see it after you, so bring it back to the showroom in West Milford by the date we gave you. If it is lost or damaged, call and tell us.

If we are installing or refinishing your floor

The law may give you a right to cancel if you sign a contract with us for installation or refinishing, or agree at your home to buy flooring from us. That right lasts until midnight of the third business day after you receive your copy of the contract. To cancel, give us written notice before that deadline, by mail or by hand, and call 973-728-9717 as well so we can stop anything already in motion. Nothing on this page shortens that right or adds conditions to it. A cancellation made under it is not a return. You get back everything you paid within 10 business days of the day we receive your notice, with no restocking fee and no supplier charge. If any material was already delivered, leave it where it is, and we collect it at our cost.

If you buy flooring for a living

A return policy is written around one job. A contractor who buys from us job after job is a different kind of customer, and we would like to work with you differently.

As relationships like that grow, we may build a program around floors on our own shelves. You could show a client a floor knowing it is on our shelf. You could take enough to finish the job without running short, and borrow a little extra for the last room. Then you could bring back the full cartons you did not use on your next pickup.

None of that exists today, and there are no terms for it. Unless we agree on something different with you, the terms on this page apply. If that is how you would like to buy flooring, call us and tell us what you install and how often.