iCork Floor adheres to a strict return policy. Orders are not shipped out without customers/purchasers having first confirmed that they have received and reviewed samples of the product they wish to purchase. In the event that the customer refuses samples, the order/product automatically becomes 100% non-returnable and non-refundable.
Returns or Exchanges will not be accepted either on opened boxes, close-outs, final sales, special orders, or clearance items. ***Liquids (such as Loba and Wakol) Adhesive and Polyurethane are NON-REFUNDABLE PURCHASES. NO CREDIT will be given for liquids returned to us.
WARNING: Shipping water-based products during winter months is a less than ideal situation. iCork Floor will do our best to keep the product(s) from freezing during transport. However, we cannot guarantee its delivery in mint condition. Higher shipping costs may be incurred for expedited 3-day shipping when regular ground shipping exceeds viable days for these products.
Liquids (Wakol and Loba) CANNOT be left on your doorstep during winter/cold months. It is the customer’s responsibility to receive and bring all liquids inside at the time of delivery. All liquids are sent signature required.
IMPORTANT: Please inspect the liquids at time of delivery (open the carton to ensure the product is still in liquid form; shake product). Should product arrive “frozen” (in a solid state – not liquid) or damaged, iCork Floor must be notified within 48 hours of delivery, with exception of holidays and weekends. Failure to inform iCork Floor inside of 48 hours of damaged/frozen product eliminates the client’s ability to file a claim for replacement product with iCork Floor.
Barring manufacturer defects, any product that has already been installed is considered ‘accepted by purchaser’ and may not be exchanged or returned for any reason. An installed floor is 100% your floor and is not returnable to iCork Floor.
Requests for returns must be made within 30 days of receipt of the product. Flooring/Wall tiles must be returned to the warehouse from which it shipped. Purchaser will be responsible for all return shipping costs.
Requests for exchanges must be made within 30 of receipt of the product. All returns must be shipped to the warehouse from which it shipped. Purchaser will be responsible for all return shipping costs as well as the new product shipping costs.
Returns must be remitted to: Richmond BC Canada warehouse (order origin)
Cancork Floor Inc.
#185, 1991 Savage Rd.
Richmond BC V6V 0A4
Shipping and delivery charges on all orders that are not due to manufacturer defects or severe shipping damage are non-refundable.
To be eligible for returns or exchanges on manufacturer defective items, the product must be in its original condition, and to have been properly stored. Customers also must notify iCork floor within 30 days of receipt of a manufacturer defect.
Any product that incurred damages during shipping must be reported to iCork Floor within 2 days of receipt for proper investigation. Pictures of damaged items must be emailed to iCork Floor LLC. Pictures must include a) all damaged planks/tiles in one photo. Investigation by the shipping company can take anywhere from 2 to 10 weeks. Replacements or refunds will be processed once the investigation is complete.
*Most damaged planks are still usable in most cases if you cut off the male or female side at the beginning row or end row of project.
Any additional shipping costs relating to a return or exchange that are not due to manufacturer defects or damaged during shipping is the sole responsibility of purchaser.
Authorized exchanges are permitted within 30 days of receipt of the product with a 20% restocking fee.
Authorized returns are permitted within 30 days of receipt of product with a 20% restocking fee.
Defective product(s) may be exchanged, prior to installation, within 30 days of receipt.