Shipping Policy
At Floorz Supplies Plus LLC, we take pride in offering a range of convenient delivery options for your orders. Please note that all deliveries are facilitated by third-party carriers and are not directly managed by Floorz Supplies Plus LLC.
Terms and Recommendations
Given the inherent complexities of shipping, we strongly advise against scheduling any installation services until you have received your complete order. Various factors such as manufacturing lead times, unpredictable weather conditions, supply-demand fluctuations, and potential replacements for damaged items can influence delivery timelines. Please understand that we cannot be held responsible for any delays in meeting scheduled installation dates due to delivery uncertainties. Therefore, kindly consider delivery dates as approximate estimates, which cannot be guaranteed under any circumstances.
Handling Fees
To cover the costs associated with packaging and preparing orders for shipment, a handling charge is applied, calculated as a percentage of the shipping rate.
Lead Times & Product Availability
We urge you not to arrange for contractor work until you have received and inspected your products. The majority of in-stock items are expected to arrive within 7 to 10 days, and you will receive an email notification when your order is picked up by the carrier. Due to the weight and fragile nature of our products, expedited shipping options are not available. Lead times may vary based on product demand and the availability of third-party carriers. Estimated lead times may be provided at the time of purchase, but fulfillment dates remain subject to change. To track your order status online, please visit our order status page. It’s worth noting that most products are available for in-store pickup as early as the next day. If your product is being shipped to a store for pickup, please refer to our Storage & Pickup Policy page.
Sample Orders
For sample orders, please allow 7 to 14 days for delivery.
Delivery
Our carriers may contact you to arrange delivery services, including status updates via automated phone calls, emails, and/or text messages. Most products will arrive on a wooden pallet, typically measuring 4′ x 4′ or larger. In some cases, items may arrive in multiple shipments. Our Standard Delivery is CURBSIDE, meaning the product will be delivered near the curb. Standard Delivery does not include placement in the garage, inside the home, or at the back of the property. At the driver’s discretion, the product may be placed as close to the jobsite as possible. It is the customer’s responsibility to promptly move the product from the curb to their home or jobsite.
Special Delivery Conditions
If any of the following conditions apply to your delivery destination, please contact Customer Care within 24 hours of placing your order by emailing CustomerCare@floorzsupplies.com:
• The delivery destination is within an apartment complex or high-rise building.
• The location is on the 2nd floor or higher within a building, apartment, or condominium.
• The location does not permit access for semi-trailers.
• There is no turnaround space available for semi-trailers.
• There are low-hanging power lines and/or trees obstructing the delivery.
Please note that we are unable to ship items to AK, GU, HI, PR, VI, Newfoundland & Labrador, Northwest Territories, Nunavut, Yukon, BC Islands including Vancouver Island and Queen Charlotte (we deliver to BC lower mainland only), or foreign countries.
Shipment Inspection
Customers are responsible for thoroughly inspecting the condition and completeness of their shipment. Any discrepancies related to damaged, missing, or incorrect products must be reported to webdamage@thehardwoodoutlet.ca within 24 hours of delivery. If discrepancies are noticed at the time of delivery, please ensure the driver notates them to expedite any claims. Please refer to our Damages Policy for further details. Once the delivery is made, it is the customer’s responsibility to safeguard the product. Floorz Supplies Plus LLC cannot be held accountable for damages resulting from the failure to move the product to a secure and climate-appropriate area. We recommend moving WOOD, LAMINATE, or GROUT/MORTAR products indoors to prevent weather-related damage. Storing the flooring material at the installation location serves two purposes: allowing the material to acclimate and reducing the need for multiple moves.
Return Shipments
Once an order is in transit to the shipping address, the customer bears sole responsibility for all outbound and return shipping costs, including storage and reconsignment expenses. Any additional shipping costs incurred will be deducted from the refund for the return. It is important to note that deliveries should not be refused under any circumstances. Floorz Supplies Plus LLC cannot be held liable for additional freight fees arising from the return and redelivery of the product. This includes instances such as cancellation after shipment, changes of mind, absence during delivery, unprepared delivery areas, and failure to provide driver access to the community.
Inspection of Shipment
Upon receiving your shipment, please follow these instructions:
• Count the received products against your purchase receipt.
• Inspect and verify the type of merchandise, quantity, model number, color, and dye lots (for porcelain and ceramic products).
• Ensure all labels on wood products are accurate.
• Open the boxes to confirm that you have received undamaged products.
For any missing or damaged products, please refer to our Damages Policy for the next steps.
Truckload Orders
If you plan to purchase over 10,000 lbs. of product in a single order, kindly email Customer Care at CustomerCare@thehardwoodoutlet.ca. We will provide you with a custom quote tailored to your order.
International Shipments
At present, Floor and Decor exclusively ships to the United States and Canada. We do not offer shipping to any other locations. International shipments may be subject to additional brokerage fees, duty fees, and taxes, which are the responsibility of the customer.