Returns & refunds

Check eligibility, return costs and how to report delivery damage.

Contact us before sending anything back.

Have your order number ready. We’ll confirm eligibility and provide the correct return instructions. The mailing address in our footer is not a return destination.

Start a return

Check the return window

Contact our team before arranging a return. Eligibility is confirmed for the item and its condition.

When you contact usOriginal order had paid shippingOriginal order had free shipping
Within 30 daysNo restocking fee. You pay return freight.25% restocking fee. You pay return freight.
Days 31–9030% restocking fee. You pay return freight.70% restocking fee. You pay return freight.

Original shipping charges are not refunded. Pack returns carefully: damage during the return trip is your responsibility.

Check the item first

The current policy lists these items or conditions as non-returnable:

  • Liquid products such as adhesives and polyurethane
  • Special orders, sale and clearance items, and monthly-special flooring
  • Flooring without its original packaging and plastic
  • Products bought without first ordering the offered samples

Ask us if you are unsure whether your item qualifies, especially before ordering a made-to-order piece.

Something arrived damaged?

Delivery damage is handled separately from a change-of-mind return. The published policy requires a report with photos within two days of receipt.

  1. Count cartons and inspect the pallet before signing.
  2. Note visible damage on the carrier’s waybill and take photos.
  3. Contact us within two days with your order number and photos.
Report a delivery issue

A freight investigation may take up to ten weeks; our team confirms the claim path and next steps.

More about the process

How do I arrange a return?

Contact our service team with your order number before sending goods. For a palletized order over 200 lb, we can help organize the freight. Follow the location and packing instructions we give you.

Who pays for return shipping?

You pay return freight, and original shipping charges are not refunded. You are responsible for any applicable duty and import fees and for packing the return safely.

What if I refuse a delivery?

Refused shipments can leave you responsible for the original delivery and return costs, plus the published 25% fee if the original order shipped free. Contact us before refusing a shipment so we can explain the options.

What if a liquid arrived frozen or damaged?

Bring liquid products inside and inspect them immediately. Contact us promptly with photos if they arrived frozen or damaged. Liquids are otherwise final sale.