If your order was short (missing items) we can usually locate them within 48 hours. If we cannot track down these items, we will replace them for you. If the issue is strictly missing item, proceed to the claim form, Click Here.

If you received trim, underlayment, glue, padding, tools, or any other accessories that were damaged, you will first need to determine whether or not the damaged items are usable. For example, if you received a piece of trim that had a chipped or broken end, and you were not using the entire length, than the trim is going to be cut and will have waste. Obviously you would cut off the bad end. Or, if there were a small hole in a roll of underlayment, that section could be cut out. If the damaged items are absolutely not usable, and you are ready to submit a claim, Click Here.

When you order any type of flooring, there is always a waste factor figured into the total. That waste is figured into the total to account for cutting, breakage, errors, etc. If you experience minor damage, that damaged portion will fall into the waste category. For example, your ordered 350 square feet of wood flooring and 6 of the boards have chipped or damaged ends, those boards would be designated to be used for cuts. These examples would be considered usable material and there should not be any reason for you to submit a claim. If your damage is greater than we've just described, please read the next section.

Special Note for Ceramic Tile Orders: Ceramic tile is fired or baked. It is considered reasonable that a small percentage of any first quality ceramic tile made will not be perfect. ANSI (American National Standards Institute) has a standard (number 137.1) regarding ceramic tile that states it is normal for up to 5 out of every 80 tiles, roughly 6.3%, to be imperfect. In most cases, these are imperfections you cannot even see. We suggest that customers figure 10% waste when purchasing ceramic tile to account for the cutting and the occasional imperfect tile. Considering ceramic tile is fragile, it is also normal that a few tiles inside the boxes may be damaged in transit. This would be true whether you bought the tile from us, or locally.

We bring this to you attention and ask that you use common sense when deciding whether or not to file a claim. Remember that any ceramic tile project you do in most cases will require cutting tiles. When you cut tiles there will almost always be cut scraps you will end up throwing away. If you have a few tiles that got damaged in transit, use those tiles for cuts, of course cutting off the bad end.

If you have experienced more than the damage described above, or there are more than the acceptable amount of imperfect or defective tiles, please file a claim with us.

If you have more than one full carton, or more than 5% of the order that is damaged beyond use, you will need to fill out a claim. We recommend that you leave the damaged material in tact. In some cases the freight carrier may want to send someone (an inspector) to assess the damage. If you have read this information and need to submit a claim, Click Here

If you feel that part or all of your order is not correct, please take your invoice copy and compare the part numbers, descriptions, etc. to verify this. In some cases we find customers think they have the wrong product because they simply forgot what they ordered. If you compare the invoice to the products and they do not match, please proceed to the claim form Click Here

Most manufacturer warranties DO NOT cover scratches, chips, dents, etc. created by normal wear and tear or abuse.

If your floor has buckled, meaning that it looks like a big crown or raised area in the floor, it is most likely due to the lack of proper expansion in the floor. When installing a wood or laminate floor, each manufacturer calls for a certain amount of expansion or "gap" between the flooring and the perimeter. If there is no expansion, or not enough expansion, this will cause the floor to buckle. This IS NOT covered under any warranty. You would need to have the installer come out and remedy the problem.

Some floor manufacturers include a "water damage" clause in their warranty. In most cases this covers damage to the floor caused by topical water. In other words water hitting the top of the floor from whatever source, such as a spill, refrigerator supply line leak, etc. Most do not cover floods, acts of nature, etc. Check with the manufacturer of the product you purchased to find out details before filing a claim with us. If the water damage is not covered, you would need to contact your insurance company to file a claim with them. If the product you purchased has a water damage warranty, please proceed to the claim form, Click Here

Peaking is a term used when the seam between two boards is peaking. There are a few things that will cause peaking. One is moisture during or after installation. If the product is a glue together type, the moisture from the glue may be enough to cause the peaking. Peaking can also occur when the floor is exposed to excess moisture such as when being wet mopped too often or when a spill occurs. In both moisture related cases the peaking usually disappears after the moisture has evaporated. One other cause of peaking that is not moisture related would be expansion. If the any boards peak due to improper expansion, this would NOT be covered under any warranty.

Occasionally we get a customer contacting us to file a claim stating that the material they received is defective for one reason or another. It may be characteristics that they didn't expect to see, color issues, sizing issues, etc. In the over 20 years we have been in this industry, we have seen very, very few legitimate defective product claims. With most claims filed, it turned out to be something the customer just didn't expect. Remember that wood flooring is a product of nature and can vary quite a bit from board to board depending on the product. There are however, instances where there is a problem with the floor such as delaminating, over-wood, severe flaws, etc.

You will need to file a claim and most likely we will need a sample of the product for inspection by the manufacturer. If product is deemed to be defective it is our obligation to issue the same product as replacement at no extra cost, a full store credit towards the purchase of a different product we sell or offer a partial settlement refund. To file a claim, Click Here.

If you are claiming the product is defective and still have some of the product that is not yet installed and clearly shows the defect, you will need to file a claim and we will have you forward us a sample of the material for inspection by the manufacturer.

If you are claiming the product is defective, or there is a warranty issue, and the product is already installed, the floor will need to be inspected. You will need to file the claim and also pay the claim inspection fee. We collect a payment for the claim inspection fee in advance and arrange the inspection. If the certified inspector deems the claim to be valid, we will refund the inspection fee in full, and remedy the situation according to the manufacturers' guidelines. If the claim turns out not to be valid, you will not be refunded whatsoever and we will not be able to help you with the problem. Inspection fees can range from $150. to $350. or more depending on your location.

*Please note that in some cases the manufacturer may opt to have the floor inspected at no cost to you. In those cases you will still be required to submit payment for the inspection fee in advance and we will refund the fee as long as the manufacturer does not charge us. In the past there have been a few instances where a customer calls the manufacturer and they tell the customer that the retailer is supposed to inspect the floor first. Since we are an Internet based business, that is not an option. That is why we have our own policies, and this policy is listed in the terms and conditions you agreed to when you made the purchase.

Ceramic tile is fired or baked. It is considered reasonable that a small percentage of any first quality ceramic tile made will not be perfect. ANSI (American National Standards Institute) has a standard (number 137.1) regarding ceramic tile that states it is normal for up to 5 out of every 80 tiles, roughly 6.3%, to be imperfect. In most cases, these are imperfections you cannot even see. We suggest that customers figure 10% waste when purchasing ceramic tile to account for the cutting and the occasional imperfect tile. Considering ceramic tile is fragile, it is also normal that a few tiles inside the boxes may be damaged in transit. This would be true whether you bought the tile from us, or locally.