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Frequently asked questions regarding flooring
Absolutely; despite what some manufacturers will claim or post online, ALL of our products are sold with a full manufacturer warranty. Federal regulation says that a product that is given a warranty in one situation, must receive a warranty in all situations, including purchasing online. To discriminate against customers who purchase on the internet is illegal. Back to top
Most of our products can be shipped into Canada. There are some small instances where Canadian import regulations state that material cannot be shipped into Canada. This is something we are familiar with, and can guide you to a product that is both right for your application, and legal for importation. Back to top
If your product has arrived damaged, we apologize! Unfortunately, freight damage does happen from time to time, but we are proud of our very low damage rate. First and foremost, we ask that you identify about how much of the product is damaged while the delivery driver is still present. Keep in mind that small scuffs and scrapes, even small rips on the boxes of flooring don't always mean the flooring inside is ruined; packaging is designed to take most of the beating protect your flooring in transit. If the damage is a small amount, or looks only superficial, we recommend you accept the delivery and contact us immediately for further advice. When you sign for the delivery, just notate approximately how much of the product has been damaged. If your flooring arrives and the damages look extensive, we recommend that you refuse it and contact us immediately. In this situation, we recommend you take a few digital photos that you can email to us for review. This will help us speed new material to you without delay! Be sure to mark on the delivery receipt that the product was damaged, and how extensively. Don't be shy - if the pallet is completely ruined, say so. The more information, the better. And finally, please don't hesitate to contact us. Any of our skilled and attentive customer service agents can guide you to the right decision regarding your damaged shipment. Back to top
Here at Floormall.com, we recognize that you may need your flooring quickly. Our processing teams work quickly on your order and are determined to ship every in stock item within 48 hours. Normal delivery times are 7 - 10 business days from the time you place your order. Certain items may require an internal transfer, may be on back-order, or might be custom-produced flooring, made just for you. These items can take additional time to arrive at your door step. For more information, please ask you customer service agent for stock status of any product on our site. Rarely do deliveries take longer than 14 business days, but if your order is delayed or special ordered, please be patient with us while we ship your order as quickly as its available. Back to top
Floormall.com HIGHLY recommends you do not schedule your installer until your flooring is in your possession. The reason for this is quite simple: there are certain extenuating circumstances that we just can't control. Inclement weather, traffic, construction, car accidents, even road pirates (Just kidding) can slow down an order on some occasions. Most contractors clear their schedule just for your flooring installation, and they rely on being able to install on that timeframe. If your flooring hasn't arrived by the day of schedule, the contractor may hold you liable for any lost income they face for a day of work lost. We do our very best to make sure delays don't happen, but no shipping service is perfect. Back to top
Someone must be home to inspect and sign for your flooring delivery. Flooring is a substantial investment in your home, and we will not leave it on your doorstep while you are at work, on vacation, or otherwise unavailable. Small items such as accessories, underlayment, or small tools may be left in discreet locations on your property, depending on the size and value of the item. Back to top
As we mentioned in an earlier question, we do not offer any expedited shipping. In tandem with this, we cannot guarantee any delivery dates whatsoever. Inclement weather may slow the truck down in transit, or the flooring might be on back-order status. Because of these contingencies, we cannot guarantee ANY delivery date. Back to top
The simple answer is this: Volume. We ship more flooring material on a daily basis than most local retailers do in a month, or even more! We pass these volume discounts right along to you, the customer, as we recognize your need to save the most money possible on this significant investment. Back to top
We pride ourselves on making your purchasing as easy as possible. Check out online, or call us at 800-470-1135, and any of our customer service agents can assist you in finding the right product for your home or commercial job. From here the order goes into processing, where its sent to one of our vendors within minutes. Shipping documents are created, given to the warehouse, and your order is packaged and loaded onto a truck, typically within 48 hours. Our experienced freight carriers generate tracking information, which we email directly to you so you can be available for delivery in a few days. Back to top
All of our shipping is standard Curbside delivery. Back to top
This is a VERY rare instance, as our state of the art systems remove much of the human errors that can occur in processing. However, if you DO receive the wrong material, we ask that you first identify the part number or SKU that you received, and compare it to your order receipt. If they don't match, give us a call at 800-470-1135, or simply refuse the delivery. Back to top
Floormall.com guarantees that your flooring is first quality, direct from the manufacturer's warehouse. We do not sell Cabin Grade, Tavern Grade, Damaged, pre-installed, or broken flooring to any customer. In rare instances a customer may request a cabin or tavern grade product for additional discounts, but because of the nature of these products, we reserve the right to refuse to sell these products. Back to top
When shopping online for flooring, you may encounter a situation where the pricing a competitor offers might be better than our price. We recommend you look at the total price of your order - not just the square foot price, or the shipping cost - to determine which is the better savings. Often times, a competitor's square foot price may beat ours, but their shipping rates are triple our flat rate, low cost shipping options. Don't be fooled by rebates or cash-back incentives. Remember, if it looks too good to be true, it probably is. Remember, if a competitor is beating our total pricing, we offer 110% price match guarantee. We match 100% of the price, and 10% of the difference in price. Call us for more details about our price match policy. Back to top
As a general rule, we recommend whatever the manufacturer recommends. Some flooring brands will only honor their warranty if your product was installed over their brand of underlayment. Other brands might recommend you use a certain class of underlayment, which we will happily guide you to. Back to top
If you are asked to sign and return a copy of your signed invoice or order confirmation, this is as a service to you, the customer. Flooring item numbers are very sensitive, and the slightest mis-type or error in item number could lead to you getting a very different flooring than you ordered. On a sizeable order, or a time sensitive order, this can be very costly. To avoid these types of expensive mistakes, we ask that you verify with your signature that the order is valid, correct, and accepted. Back to top
We have the answers to this, and hundreds of other flooring questions listed here on our website, in the flooring types informational page. Additionally, any of our customer service agents can help you distinguish between types of flooring, and recommend the right type for you. Back to top
You may find that when you add one or two boxes to your shopping cart that our shipping rates do not change. The reason for this is simple. We are a volume discount website. To ship one box at a time tends to be more expensive. More insurance is purchased through our carriers to cover costs of any damages. If you feel this is still to high for your budget you may call us at 800-470-1135 and speak with a sales representative to negotiate a cheaper rate. Back to top
Floormall.com does not employ any installation professionals. We are based out of Chico, CA and you may live in Los Angeles, CA, or Bangor, ME, or anywhere in-between. We can provide you with the information that the manufacturer recommends for installing your new flooring, but we have limited experience with installing flooring, and we never want to give you bad information. Back to top
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