Return Policy & Damages
Please note we have had a formulation change in this flooring in the past. If you are re-ordering to match flooring you ordered from a previous time, please note they may not perfectly match in texture. Please order a sample to ensure you are receiving the exact product you need.
QUESTION: My flooring arrived damaged what do I do now?
ANSWER: We do apologize if your roll arrives damaged. This is extremely rare as we take care in packaging and shipping your flooring. However, occasionally damage can occur that is out of our control. Your roll is insured. Please contact us within 2 days after receiving your damaged floor. We cannot accept damaged items after 5 business days. Please open and inspect your flooring immediately. Please do not wait until weeks have passed to inspect. Keep the original packaging and take a few snapshots of the damage. Email us the damage photos so the damage claim process can begin. Most likely a return call tag will be issued to pick up the damaged roll and a new roll will be sent to you free of charge immediately. Please do not send the roll back to us without a RETURN AUTHORIZATION # from us. We cannot accept damage returns if the original packaging has been discarded. The rare damage claim is usually shipping company claim and they require all original packaging to be intact for inspection. CALL: 805-479-8454 M-F 9am-5pm PST.
QUESTION: I changed my mind. I no longer want my flooring, can I return it?
ANSWER: Unfortunately, no. Unless we made an error in your shipment, or we damaged your shipment- ALL SALES ARE FINAL. This product is a special, cut-to-order item. Please make sure this is the exact product and size you need before ordering.