Our Policies

Delivery Policy


Lead Time:

Any in-stock items are usually shipped out within two business days. Tracking information will be sent via email within two business days from when the product is shipped and include the carrier contact information and the tracking number. If the tracking information is not received within 72 hours from when the product shipped, please call us for that information. With the tracking information, you may proactively contact the freight carrier directly to coordinate delivery. Within the lower 48 states, orders are delivered within approximately 5-7 business days. Trim and transition pieces are made-to-order and will typically ship separate from flooring materials. Additional transit time may apply on deliveries outside the lower 48 states or to limited service areas. All delivery dates are estimated; we cannot guarantee specific delivery dates under any circumstances. Seasonal weather conditions and other unforeseen circumstances may impact transit and cause unexpected delays.

Shipment:

Shipments less than 100 lbs will typically ship via FedEx or UPS. Typically these shipments will NOT require a signature for delivery.
Shipments over 100 lbs include common carrier residentialcurbside and lift-gate delivery services.
Residential means the freight carrier will be in contact once the material arrives at the delivery freight terminal. An estimated delivery date may be provided by the carrier online; however, delivery will NOT take place until a delivery window is made between you and the freight carrier.
Curbside means the freight truck will arrive and place the pallet(s) off the street, typically on the curb or just inside the driveway.
Lift-gate means the delivery truck will lower the material from the freight trailer down to ground level.

Delivery:

To guarantee satisfaction, when receiving your order:
  1. Be prepared to assist the delivery driver in unloading your order. Cartons can weigh up to 80 lbs, depending on the product. Freight carriers are not allowed to move material into your home or garage, unless specific arrangements have been pre-arranged at an additional cost.
  2. The order confirmation received lists all the materials and quantities ordered. Examine the pallet(s) and count each item to make sure everything ordered has been received.
  3. Visually inspect the condition and entirety of the shipment before accepting it. If there is any sign of distress or items missing make sure to notate that on the delivery receipt and ACCEPT the delivery. Refer to the Missing & Damaged Items Policy for further details.
  4. DO NOT allow the delivery driver to leave until you have verified shipment.
  5. DO NOT refuse the delivery. Refer to the Returns & Cancellations Policy for further details.
  6. Once unloaded, we recommend storing the material in the location it will be installed. Failure to store the materials properly can result in voiding the product warranty. This will allow the flooring to acclimate and reduce the number of times you will have to move it. Please refer to the specific installation instructions for proper acclimation requirements.

Installation:

We strongly recommend that you do NOT schedule the installation until after receipt of all your material. Manufacturing schedules, weather conditions, supply-demand and replacement for damaged or missing items are just some of the instances that may delay the arrival of your material. We cannot be held liable for failure to meet scheduled install dates due to earlier or later than expected delivery. Be sure to visit the following links for additional details:

Returns & Cancellations Policy 

Just notify Qualitywoodflooringonline.com within 14 days from receipt of delivery if you wish to return merchandise. Please contact our Customer Service Department  @support@qualitywoodflooringonline.com to receive a Return Merchandise Authorization Number (RMA). Merchandise returned without an RMA will be refused, and unfortunately you will be charged for any return shipping fees. Return authorization numbers will only be issued up to thirty (30) days after receipt of delivery. No returns will be issued after 30 days.
Please follow the easy steps below. Most manufacturers do charge a restock fee (typically about 25 percent) and there has to be a minimum of 5 cartons for a return.
1) Please e-mail support@qualitywoodflooringonline.com to receive a Return Merchandise Authorization (RMA) number.
2) Pack the items carefully to avoid damage in transit.
3) Affix the RMA provided on the outside of the return packages. Please be sure not to write on the packages themselves but just to attach the RMA number with packaging tape.
4) For your protection and to ensure prompt delivery, we recommend that you send your return via an insured method which can be tracked in the case of loss (i.e. UPS or FedEx Freight). Remember you are responsible for the initial freight delivery fees to your home/business/terminal. You are also responsible for the freight delivery fees of any returned items and any restock fees depending upon the manufacturer. We are more than happy to book your return back using our negotiated rates with our top carriers.
We’re sorry but accessory items (moldings, underlayment, etc.) and special mill orders are NOT returnable or refundable.
Your return request will be processed promptly.

* Returns are processed within 3-5 business days of receipt and refund will be in the form of payment received. Please allow up to 7 business days after the receipt of your merchandise.
* An e-mail will be sent to confirm the receipt and processing of your return request.
If you have questions about returns, please contact us by phone at 1-877-556-3827  or via e-mail at  support@qualitywoodflooringonline.com

  1. Applicable cancellation or restocking fee.
  2. Associated actual freight costs, which may be different from invoiced amounts.
  3. Preparing material for successful return transit.
  4. All costs for items returned without prior written authorization, including refused shipments.

Non-Cancellable and Non-Returnable Items

  1. Flooring accessories: molding, trim and/or transition items.
  2. Installation materials: adhesives and trowels.
  3. Underlayment.
  4. Cleaning materials.
  5. Clearance and Odd Lot products.

Refunds:

All refunds will be processed within 15 days of return confirmation and will be refunded to the original method of payment. If you paid with cash your refund will be issued with a check and mailed via USPS. Back To Top

Missing & Damaged Items Policy

Missing Items:

There are occasions when an order is shipped from multiple locations and will arrive at different times. Tracking notification emails will list all items included in each shipment. In the event that material is missing from a single shipment NOTATE the delivery receipt and call us immediately to report the situation.

Damaged Items:

Damaged items
When your order arrives, please inspect the carton for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however if damage occurred to the item(s) in your shipment just follow the simple steps below. We will remedy any situation immediately!
In the rare event that any materials are damaged or missing, you or whoever else is accepting your delivery on your behalf must note this on the driver’s bill of lading. If damaged or missing items are not noted on the delivery receipt, we will be unable to file a claim with the carrier. We are unable to reship or reimburse you for damaged/missing materials unless they are noted on the delivery paperwork. Keep all paperwork, packaging, and damaged merchandise, as it becomes property of the freight carrier once the claim is filed. Never refuse a delivery or fail to accept any undamaged cartons, or you will be charged for return shipping and a 25 percent handling charge. Any damage that you fail to notice at time of delivery must be reported to  Qualitywoodflooringonline.com within 14 days of delivery. You will only be covered for damaged cartons/merchandise that has been noted on the driver’s bill of lading.
Qualitywoodflooringonline.com has partnered with the very best freight carriers. Claims are extremely rare (less than one half of one percent of all orders shipped). In the event that there is an issue with your order, we will work closely with you to ensure a speedy resolution.

Case Policy

We’re committed to providing the best possible service in the industry. Although issues may arise and can be cumbersome, it is our intention to make this process as painless as we possibly can by using the following process:

  1. Call us immediately to report the situation.
  2. Reference your order number and assigned case number on all communication.
  3. Complete and submit the Case Form:
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