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Click on the 'Find My Order' button below
Log in to your account, or sign in as a guest
Select the order(s) you wish to return
Click on ‘Setup Return’
To qualify for a general return, the item(s):
Must be in resalable condition
Must be free from scratches and/or defects
Must not have been installed
Must be in the original manufacturer’s box and packaging
Must not have any writing on the original packaging
Must not be missing pieces
Must not be clearance/liquidations/closeout
Must not be an appliance (appliances only qualify if defective)
You may initiate a return for defective item(s) within 90 days of receipt for a full refund. Once a return has been set up and returned to our warehouse, it will be inspected. If the return is deemed to be defective, a full refund will be applied to your account.
To qualify for a defective return, one of the following must apply:
Item has a defect that hinders its usability for the purpose of which it was designed
Item was damaged during transit prior to delivery
FloorsUnlimited.com Network affiliates are not responsible for any labor costs related to handling, installing, or uninstalling items purchased. Items that have had gasoline in them are NOT returnable due to shipping restrictions of hazardous material.
All Products: 888.319.1266
Setting up returns for our neighbors to the North is easily accomplished. Just keep in mind the following additional considerations and requirements:
Shipping charges are not refundable unless the product being returned is defective or damaged.
Taxes and duties on Canadian shipments are fully refundable, but subject to current exchange rates.
The customer is responsible for including all necessary return documents with the return shipment. If documents are missing, then taxes or duties may be charged to generate new documents and re-import the item back to the United States. These fees will be charged at current exchange rates.
We recommend using the packaging from the original shipment. Follow the instructions provided with the RGA number we sent via email. If you’re using a Pre-paid Label that we provided, then print the PPL, attach it to the outside of the box, and drop your shipment off at any UPS location. If you are not using a PPL that we provided, then please use a carrier that offers tracking (like UPS) and remember to provide us with the carrier and tracking information.
If your shipment will travel via freight (semi-truck, LTL, etc.), then repack all items very well, secure them to the original pallet(s), and prepare them for shipment (we recommend using the packaging from the original shipment). Follow the instructions provided with the RGA number we sent via email. Print the BOL that we provided via email. Do not attach the BOL to the shipment. Use the instructions provided to contact the carrier and schedule your freight pickup.
Most returns will not incur restocking fee charges. However, any order that receives customer-negotiated discounts may be subject to restocking fees. We do charge a 15% restocking fee on all Flooring and Tile general product returns. For more details about flooring purchases and returns, see ‘I purchased flooring, how do I return it?’
For most general or defective returns, we will process your credit once we have confirmation that the item has been received and inspected by our warehouse. Please allow 5 to 10 business days following delivery to our warehouse for credits to be issued. Refunds will be issued per our return policy.
For refused shipments, damaged shipments, and freight claims filed within two (2) business days of receipt, credit will be issued as soon as possible. However, please allow 5 to 10 business days to complete processing.
A call tag is an additional convenience option for general returns, and is set up when a shipping carrier needs to pick up an item from your home or business , then deliver it back to our warehouse. Call tags are for parcel shipments (UPS only).
The cost of a call tag is $8.00 per package, plus the cost of shipping. The total cost of all call tags combined with all shipping charges will be deducted from your credit amount. A call tag takes 24 hours to process. Once processed, the carrier will make up to 3 attempts to pick up the package(s) from your home or business.
When receiving flooring it is important to confirm the order accuracy and contact our Flooring and Tile Specialist Team at (888) 319-1266 with any discrepancies. Please review our General and Defective Return policy for Flooring & Tile below.
A 15% non-negotiable restocking fee, plus any associated return freight charges, will be deducted from all general flooring and tile return credits.
We will accept general returns on flooring and tile orders, with a 1 carton minimum. Since we only sell in full-carton quantities, we only accept returns in full-carton quantities. All wood flooring manufacturers recommend that you purchase 5% additional flooring to use as a waste factor. We do not take back waste or leftover flooring pieces. General return products must be in resalable condition and in their original packaging. Items must be returned within 60 days of receipt, some restrictions may apply.
The following flooring-related items are not eligible for general return, and may only be returned if defective:
Special order and/or custom milled flooring
Flooring accessories; molding, trim and/or transition items. (Note: Moldings are generic and are sold as a complimentary color and may not be an exact match to your flooring color).
Installation materials: adhesives and trowels
Promotional products: including Coupon and/or Sale items
Defective returns for flooring products will not incur a restocking fee. Defective returns must be requested within 90 days of when the order was received.
For customers that choose guest checkout, general return refunds requested 1 to 30 days after receipt will be issued to the original payment method. General returns requested 31 to 60 days after receipt will be denied unless a standard (non-guest) account is created.
Please contact the appropriate customer service team to assist. Once a standard account is active, then the general return window is extended to 60 days after receipt, where by any general returns after 31 days will receive store credit. Refer to ‘I checked out via my standard account. How will my refund be issued?’ for details.
For defective returns requested up to 90 days after receipt, the refund will be issued to the original payment.
If you notice damage while the carrier is on site, DO NOT take possession of the damaged product(s). Instead, take a picture of the damage, gather copies of the paperwork from the carrier (if possible), and refuse delivery. Next, contact the appropriate customer service team.
If you notice damage after delivery (concealed damage), then take pictures of the damage, and contact the appropriate customer service team listed above. Carriers only allow two (2) business days after delivery to file a freight claim, so please contact us as soon as possible.
You may also log into your account to access our return request tool. When setting up the return please select “it was damaged in shipping” as the return reason. In the description please give us as much detail as possible of the damage. Make sure to specify whether you would like a replacement item or would like to return the item for a credit.
After the return is set up, please hold the damaged product(s), along with any damaged packaging, for 30 days as the carrier may want to pick up or inspect it. If after 30 days you have not been contacted by FloorsUnlimited.com or by the carrier, you are free to dispose of the damaged product(s).
We will not be able to help with any complaints of damages, including visible or material defects, after the product has been installed or altered.
There are occasions when an order is shipped from multiple locations and will arrive at different times. In the event that all material is not delivered, please contact the appropriate customer service team.
If you believe you have received the wrong product, please verify the item number of the product you received against the order confirmation email and/or packing list. If anything does not match, please contact the appropriate customer service team so we can assist in getting the wrong item(s) returned and the order corrected.