About Shipping
About Shipping
Materials are properly packaged for transport, fully insured, and tracked from our warehouse to your door. Our business has been built on delivering outstanding customer service. We know that a happy customer is our best form of advertising. Find out more about us by reading our A+ Better Business Bureau Report and our About Us page.
Please review our shipping policy below. If you have any questions, please contact our team at 1-888-734-6797 or info@floorlife.com.
- SHIPPING POLICY
- Free Shipping
Free shipping, when available, applies only to customers who live in the contiguous United States. Unfortunately, we cannot offer free shipping to our customers in Alaska, Hawaii, the U.S. Virgin Islands, Puerto Rico, etc. If you place an order, we will contact you with the additional charges before shipping your order.
Some flooring products require a minimum order for free shipping. If you order less than the minimum, we will contact you with the additional charges.
Orders that are shipping to limited access locations such as gated communities, schools, churches, etc. (“Limited Access Locations”), may incur additional shipping charges. Please check with a sales representative if you are planning on having an order shipped to a Limited Access Location to see if additional fees apply.
On rare occasions, a customer will live somewhere that our freight carriers do not provide service or there is an additional charge. If that happens, we will contact you before your order is processed to discuss the different options that are available.
- Small Package Shipments:
For small package shipments, our company uses a variety of different carriers to ship material. Your shipment may be sent UPS, freight, or USPS. We will choose the shipping service at our discretion.
Small package shipments are sent signature required at our discretion. If you would like to waive the signature, please put NO SIGNATURE REQUIRED in the notes of your order. (Please note all larger LTL freight shipments require a signature).
Please inspect your package. You must notify us of any damage or missing items within 2 days of receiving your shipment. Damaged material must be available for carrier inspection.
- LTL Freight Shipping:
Larger shipments are normally shipped on a pallet for delivery. If the shipment is going to a residence the freight company will call to set up an appointment for delivery. Most orders requiring LTL Freight Shipping ship/transfer within 24 hours after order placement. If you are not able to accept delivery within 3 days of order placement, please contact our sales team before your order is finalized at info@floorlife.com. Tracking information will be sent to the email provided within 1-2 business days after the order has shipped. Once you receive tracking information, the shipment cannot be stopped or held. You will have 48 hours to accept delivery once the shipment reaches the destination terminal or a storage fee will start to accrue.
We use only the most reputable freight companies to provide professional fully insured delivery. Please make sure that there is someone at the delivery location that can handle the material. Boxes can weigh anywhere from 30lbs for laminate and vinyl and up to 80lbs for hardwood. If your residence isn't accessible by a semi-truck, please choose business or service center (freight terminal) pick-up. Freight companies will NOT deliver to residences located on a dead-end or live on a cul-de-sac; if this is the case, please discuss with your sales representative before you receive the tracking information for an ulterior delivery plan.
Other services may be available through the freight company when they schedule your delivery. You will be responsible for any fees for those services.
Whoever receives the delivery must check the shipment for the proper item number, quantity, & damage before they accept delivery. All missing or damaged cartons MUST be notated on the delivery receipt. We cannot be responsible for missing or damaged items not noted at time of delivery. Company will not be held responsible for any LTL freight shipments that the customer authorizes the freight company to deliver without inspection & signature.
- Missing Items
Missing items need to be reported on the same day as delivery. Please call 1-888-734-6797 or email info@floorlife.com.
- Damage During Shipment
When the shipment arrives, cut the plastic wrap, and check each carton individually, check for damaged boxes, underlayment, molding, etc. If there is any damaged material, you MUST accept all the material and note the damage on the driver's Proof of Delivery. Only damaged material noted on the driver's paperwork can be replaced. The customer must personally notate the number of damaged/missing materials. Damage must be reported to Company within 3 days at https://floorlife.com/pages/submit-a-claim or replacements cannot be made. Pictures of the damaged cartons will be required to open a claim. Refunds will not be given for damaged or missing items even when notated.
All damaged material that is being replaced MUST be kept until customer is notified that it can be disposed of. If material is disposed of, replacements CAN NOT be sent out.
Some products are fragile, particularly tile and stone, and it is normal to have some broken pieces during transit. You may receive up to 5% broken pieces. Please figure this potential breakage into your waste calculation.
The freight company may want to inspect or pick up the damaged material. If you refuse delivery of any items, you will be responsible for all shipping charges & restock fees.
We do require that the customer goes through the damaged cartons and notify Company of how many damaged full cartons there are. Company will also require pictures of the damaged material. It is best to send in pictures that best represent all of the damaged cartons. If possible, a picture of the material on the pallet in the back of the truck is ideal as well. We do ask that damaged planks are consolidated into as many full cartons as possible as this makes the claim go much easier and helps Company get the replacement material out right away. Our freight carrier will not approve a claim or replacements unless material is gone through, and a count is given.
When inspecting the delivery DO NOT NOTATE “Subject to inspection”. If this is written on the delivery receipt, the freight company will not cover the cost of the damaged product and Company is not responsible for material not covered for this reason.
During delivery you may notice a carton where the box is torn or ripped. In most cases the flooring itself isn’t damaged. Please verify the material isn’t damaged. If you do receive a box with a couple of damaged pieces the best thing to do is use the damaged pieces for cuts.
