FAQs
| Question | Answer |
|---|---|
| Do you deliver on weekends or holidays? | Unfortunately the freight carriers do not usually deliver on the weekends or holidays. |
| Your prices are extremely low. Is your material first quality? | Yes. All of the material we sell is first quality and comes to you in the original manufacturer's packaging. We do not deal in second-quality or defective products. You will receive full manufacturer warranty. |
| How do I check the status of my order? | If you are an existing customer and would like to track your order, please log in to your account, click on the My Account tab, and then Orders. There you will see your current orders and the current status of each order. You can also email your personal order processor. |
| I think my product may be defective. How do I file a claim? | If you believe your product is defective, please file a claim here. Our claims team will reach out to you with any further questions. If your product is defective, we will file a claim with the manufacturer on your behalf. |
| Are we "Authorized Dealers" for everything we sell? | We are authorized dealers for every product we sell. What this means to you is that you are purchasing from an authorized dealer and your manufacturer's warranty will always be valid as long as you perform the installation properly and maintain the products as specified by the manufacturer. |
| What about shipping costs? Do I pay for shipping? | Most of the shipping charges on our products are minimal. We value our customers and believe in being transparent. Many companies bury the cost of shipping into the cost of the product (nothing is free) but we give you the best price for material and the best cost for shipping. The only thing that matters is the total cost delivered. We will be lower than our competition. |
| Are all of the products first quality genuine? | All of the products we sell are first-quality flooring and tile products. We do not deal with second-quality products. You can be assured that whatever you purchase from us is 100% genuine. |
| Will I get exactly what I ordered? | When you place an order with us you will get exactly what you ordered. In most cases we have the manufacturer SKU or part number listed on our site which can help you confirm you are ordering what you want. We always recommend getting a sample of the product before purchasing it online. You can usually get a sample from us or see it locally. |
| What if I don't order enough material and I run short? | The best way to avoid running short is by properly measuring prior to placing your order. But if you come up short, we can ship what you need. |
| Should I place my order online or by telephone? | This is really a matter of preference. You can place an order yourself online using our secure checkout system or you are welcome to phone us and speak with one of our trained Flooring Consultants. Either way, your order will be handled with the utmost care and accuracy. If you have questions or you are not sure exactly what to order, by all means call us and we will be happy to assist you. |
| How does paying with a check instead of a credit card work? | You can pay with a check on our website by simply entering the information required, which is the bank routing number and the bank account number. Our system issues a paper check that gets deposited into our bank; it is not an electronic deduction from your account. With that in mind any check payments usually require a short time to clear, in most cases three to seven business days. |
| I am looking for a discontinued flooring product. | We are a flooring dealer and in most cases we do not actually stock material. If a product is not listed on our web site or has been discontinued, we do not have access to that material. You may want to contact the manufacturer to see if they have a source for the item you are looking for. We are sorry we could not help you at this time, but please keep us in mind for any future flooring projects you may be considering. |
| Will FastFloors.com beat any other quote I receive? | Yes. If you receive a price quote from another Internet flooring company or local retailer lower than ours, we will beat their price. Just provide us with the name, location, and telephone number of the local retailer or the URL from an Internet flooring company so we can confirm the price. This price guarantee applies to product prices but in some cases not freight rates. See our Pricing Information section for full details. |
| There is a certain color or pattern I want but I do not have the manufacturer's name. | Since we handle tens of thousands or products, it is not possible to get you a price quote without knowing the name of the manufacturer. You may want to try using our advanced search feature located at the top of any page on the site. Our internal search engine is highly sophisticated and allows you to search by any data you have: color, size, material, installation type, etc. If you do not get any results, we recommend identifying the manufacturer and getting back to us for a quote. |
| How do I know the products I need are in stock? | Due to the nature of the products we sell and the volume of material we handle, it is not feasible to check the stock status until an order is placed. For example, if you were to call us and check stock on Monday morning and the stock was good at that time, it could be gone by that afternoon for another order. The most effective way to handle this would be to simply place an order. We DO NOT run your payment until we know that the stock for your order is good and going to ship in a normal time period. If the stock is not good, we will notify you to discuss the order details to determine how you would like to proceed. |
| Does FastFloors.com accept returns if I order too much material? | Yes. Keep in mind that most of our distributors and manufacturers charge a restocking fee, generally ranging from 15% to 25% of the order. In addition, you would be responsible for the original and return freight costs. The best way to avoid a return situation is with proper measurements. You can hire a professional installer or ask your flooring consultant for help determining the amount of product you need for your job. For more information on returns, please see our Returns section. |
| I only need a small quantity but the quoted freight charge seems expensive. | We ship all of our orders by way of "common carrier" also referred to as LTL or Less than Truck Load carrier. This is the best method of shipping floor products with regard to delivery time and the least amount of damage. With that in mind, these carriers have a minimum charge to ship an order. If the quantity you are looking for falls into that category, our system will display the freight carrier's minimum charge. Most flooring products cannot be sent by UPS, FedEx, etc. because of the weight and the high probability of damage.
Because of these freight minimums, we usually cannot accept any orders under $500. |
| I would like someone at FastFloors.com to suggest a color or pattern. | We are one of the nation’s largest flooring dealers and handle literally tens of thousands of products. While most all of our Flooring Consultants are extremely knowledgeable with regard to product specifications, product application, etc., it would be virtually impossible for us to recommend a color, pattern, etc. Additionally we would not feel comfortable doing so and would not want the liability that comes with color selection. If you have an idea of what color you are looking for, and have narrowed it down to one or two products, we would be happy to give you our opinion or get you samples to help you make a decision. We feel that color is very personal and that decision should be left to you or a trained professional such as an interior designer. |
| I would like to take advantage of your sale prices but I do not need the flooring yet. | If you would like to take advantage of a current sale price on one of our products but you do not want the flooring delivered immediately, we can accommodate you. Reach out to one of our flooring consultatnts and we will determine the best way to hold the material until you are ready. Once the order is placed, we will contact you a week or two prior to the delivery date to verify the shipping time frame. This will allow you to get the special pricing now without the hassle of having to store the material yourself.
Please note that we will always make sure you have the lowest price available. If you order flooring in advance and for any reason the price drops prior to us shipping the order, we will adjust your pricing to reflect the lower price. If the price increases you will not be billed any extra. |
| How long does it take for shipping? | Order processing normally takes 24 to 72 hours (business days). Once we confirm the stock status of your order, if there is stock we will ship the order out. The normal time in transit for an order once it ships is 7 to 10 business days.
If a product is in stock, we can also provide rush shipping. Please contact a flooring consultant to determine the possibilities. |
|
Can I request samples before making a purchase? |
Yes, we offfer sample ordering options, allowing you to see and feel the materials before committing to a purchase. This is especially helpful when trying to match flooring to existing decor or furnishings. |
| What if I receive the material and it was damaged in transit? | We deal with some of the largest and most respected freight companies in the United States and Canada. Their claim ratio is less than 1%. Even taking this into consideration, damage sometimes occurs. We send a delivery checklist with every order placed that outlines how to inspect your order once it arrives. If you note the damage at the time of delivery, our claims department can issue a replacement order and file a claim with the freight carrier at no cost to you. See our Shipping Information page for details.
If you are an existing customer who had a delivery and there were items either missing and or damaged, you will need to use our simple claim feature. Simply login to your account, click on the ORDER tab, then click on the CLAIM button for the order you would like to file a claim. This is a simple form that is required and will assist us in getting the issue resolved quickly. Missing or damaged items do not happen very often. When they do, we have specialists on hand that will handle the problem quickly and do everything in our power to make sure that you are satisfied in the least amount of time. If you have a general question about missing or damaged items, and you have not yet purchased from us, this should answer your questions. While items are not usually missing or damaged, it can happen. When it does happen, it is almost always very minor and easy to correct. We have certain specifications that our vendors and the freight carriers must follow to minimize the risk of missing or damaged items. When a customer does experience missing or damaged items, we take pride in the fact that we get the matter resolved quickly and efficiently with little to no effort on the part of the customer. Also, if there are any items that are missing or damaged, we will replace them at no cost to you. We provide you with a detailed DELIVERY CHECKLIST at the time of purchase to ensure the delivery goes smoothly. As long as you follow these simple directions, our office will handle any claim swiftly. |
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Do you offer financing? |
Yes, we accept Affirm. You may even qualify for 0% Interestest Free Financing. Check out our Affirm page for more details. |
|
Do online flooring stores provide warranties? |
Yes, all of our flooring products come complete with the manufacturer's full warranty. If you have a manufacturer claim, you will place the claim directly with us, and we will deal with the manufacturer so you don't have to. Since we are a volume dealer, we often get claims approved that maybe the local retail store can't. |
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Can I cancel my order after it's been placed? |
In most cases, you can cancel your order before it has been processed. However, once the order has been processed, cancellations may no longer be possible. Contact our customer service team for assistance with order cancellations. If the order has already shipped, you will need to file a return claim. |
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What payment methods are accepted? |
We accept all major credit cards (American Express, Discover, Mastercard, Visa). We also accept electronic check payment, bank wire, ACH, and Zelle. For financing options, we accept Affirm starting at 0% APR. Please visit our Affirm page for more details. |
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Are installation services available? |
While some flooring stores offer installation services, we focus solely on providing high-quality materials. We provide much better service by offering just the product. Often, companies building both product and installation inflate their prices, presenting an illusion of affordability in the product while charging exorbitantly for installation. We advocate for transparency and value, urging our clientele to seek quotes from independent contractors dedicated solely to installation services. You will see that purchasing the flooring from us and using a reputable contractor will not only save you money but also typically give you a much nicer installation. |
