Orders are processed the following business day. Once the order is processed and the inventory is confirmed, we send you an email letting you know the stock was available. We will also advise you of any applicable backorders. You should normally receive this inventory notification within a few days from the day you place the order.

Once we have a confirmation that the material is in stock, we order the freight carrier to pick up the order and ship it to you. Two days after the order ships, we receive freight details on the order which we forward to you. These freight details consist of a "tracking" number, and the phone number of the terminal where the order will be sent prior to being sent out to your home. The total shipping time is approximately 7 to 10 business days from the day the order ships. In addition to us sending you the freight details, the trucking company will contact you a few days prior to making the delivery. This ensures that the delivery will not show up without you expecting it.

All deliveries are curbside deliveries; drivers are unable to enter your home. The individual cartons usually weigh about 35 lbs, but some can weigh up to 55 lbs or more each. If you are handicapped or have no way of getting the material into your home, please call us at 1.877.334.8453, ext. 228 or email websales@flooringfactory.ca and we will explain the extra fee to have the material unloaded.

When your order arrives, you want to be sure the quantities match what you ordered and that there is no product damage. To guarantee customer satisfaction, please make note of the following when receiving your order:

1. NEVER refuse a delivery, please call us first at 1.877.334.8453, ext. 228 or email websales@flooringfactory.ca. Refused deliveries incur additional costs and decrease the chances of getting resolution in a timely manner. Refused deliveries are also subject to initial and return shipping costs, plus 30% restocking fee. Any damages from refused deliveries are non-refundable, and because it was refused, would not be noted. We are not responsible for ANY costs associated with a refused delivery.
2. Visually inspect the condition and entirety of the shipment, make sure to note missing items or damaged materials. You (or the person you designate) are responsible for noting on the delivery receipt any damaged or missing items. If your bill of lading does not list by quantity, you will need to examine the pallet and count each item to make sure everything ordered has been received.
3. Once unloaded, it is recommended to store the flooring in the location where it is to be installed. This will serve two purposes: 1) it will allow the flooring to acclimate, and 2) reduce the number of times you will have to move the flooring.
4. DO NOT let the driver leave until you have verified the material received is in good condition and that all bundles or pallets have been accounted for. Any damages or missing items must be noted on your delivery receipt. If not noted, it increases the amount of time required to seek resolution.
5. DO NOT DISCARD any of the damaged material. Unless otherwise advised by us, do not throw away or destroy any damaged material received.
6. If all the documentation is received and salvageable material has been taken into account, we will proactively refund or replace damaged material.

Taking into consideration the many variables in shipping, we strongly recommend that you do not book your installer until after you have received your order in its entirety. Manufacture times, weather, supply-demand conditions, and replacement shipping for damaged items are just some of the instances that may delay your order. We cannot be held liable for failure to meet scheduled install dates due to delivery. Delivery dates are approximates, and as such, cannot be promised under any circumstance.