On Normally Stocked Items:

30-DAY Returns on UNOPENED and re-saleable regular items, customer is responsible for all shipping costs (including, but not limited to, the initial and return shipping cost). No restocking fee.

On Special Order Items:

30-DAY Returns on UNOPENED and re-saleable special order items, customer is responsible for all shipping costs (including, but not limited to, the initial and return shipping cost), plus 30% restocking fee.

Accessories, Overages, Refused Orders, Items Wrongly Shipped:

Trims and other accessories such as adhesives, underlayment, moldings and cleaning materials are non-returnable items.

Overages and products purchased over 30-days are non-returnable.

Refused shipments without authorization as well as CANCELLED orders after shipping will be treated as a return and will be subject to a 30% restocking fee along with initial and return shipping costs.

Orders cannot be cancelled on weekends. Request for order cancellation must be done during normal business hours.

In case you received wrong items, please email us digital pictures of the product label showing the item ID or provide us a clear description of the product received. This way, we can clearly identify the error and correct immediately.

On Clearance Items or Items on Special:

All Clearance Items and items purchased as a Special are non-returnable. Products sold on Clearance and Special are Final Sale, returns cannot be accepted as most products featured have been discontinued and are no longer available in larger quantities. This does not include regularly stocked branded specials.

WHAT YOU NEED TO DO if you want to return items:

1. Call us at 1.877.334.8453, ext. 228 or email us at websales@flooringfactory.ca to request for Return Authorization.
2. Wait for our email notification of your Return Authorization and instructions for return shipping.
3. Email or call us with the tracking number of the return shipment. It is VERY important that you provide us with the return tracking number from the carrier; returns cannot be processed without the return tracking number.
4. Allow 10-15 days from the time the returned items were received in our store for processing of refund.

DEFECTIVE CLAIMS POLICY

For INSTALLED PRODUCTS

Installation of the defective product is acceptance of the order. A claim will not be processed for items with visual defect prior to installation.

If you received a defective item or found defects on products after installation, we will be happy to take care of the issue. Please follow the steps below so that your claim may be processed in a timely manner:

Call us at 1.877.334.8453, ext. 228 or email us at websales@flooringfactory.ca with the following information:

1. Order number or name on the account
2. Brief description of the issue
3. 4-6 digital pictures clearly showing the issue
4. Your contact information (email address/working phone number)
5. Your preference for either credit or replacement

A Claims Representative will contact you through email within 24-48 hours (when claim notification is received during normal business hours Monday to Friday and excluding holidays) to provide you instructions on how to proceed and to assist you with the entire process.

If the digital pictures cannot clearly show the issue, you may be required to send us samples of the defective items.

If pictures and samples are not enough, a third party inspector may be recommended to physically inspect the reported defect. An inspection fee of $150.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.

Flooring Factory Outlet will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.

For UNINSTALLED PRODUCTS

After opening 2 cartons with defects, PLEASE STOP opening cartons. We will not issue refund/replacement for boxes OPENED after the first 2 cartons. Call us at 1.877.334.8453, ext. 228 or email websales@flooringfactory.ca.

DAMAGED/MISSING ITEMS CLAIM

What to do when you receive damaged items/shortage

DO NOT REFUSE deliveries even if there is a visible damage or shortage.
Inspect all items upon arrival and count the number of damaged boxes. Look for scratches, dents, tears, and check if order is complete and identify missing items.

NOTE down all damages and shortage on the Delivery Receipt. If no damages or shortage are noted on the Delivery Receipt, we cannot be held responsible for any damages or shortages that occur. You will then be advised to file your claim directly with the carrier.

Please make sure that you note the damages/shortage and sign two (2) separate copies (customer's and driver's copies).

DO NOT dispose of damaged materials, until advised by our Claims Representative as to the course of action to follow.

Call us at 1.877.334.8453, ext. 228 or email us at websales@flooringfactory.ca with the following information:

1. Order number or name on the account
2. Date package was received
3. Number of cartons/items that were damaged/lost
4. Working email address/contact details

A Claims Representative will contact you through email in the next 24-48 hours (when claim notification is received during normal business hours Monday to Friday and excluding holidays) to assist you with your claim.