How do I return an item?

Refund/Return Policy:

Original sales receipt must accompany returns.

We accept returns for exchange 10 calendar days after delivery of the product. At our sole discretion after 7 calendar days, we will offer an exchange or store credit only. Items must be in "new, unaltered and unused condition". Definition of new, unaltered and unused condition is:

  • -without showing signs of wear or damage in any way
  • -within 7 calendar days of the delivery date (after 7 days no returns are allowed)
  • -must not be a special order or a custom order
  • -unless noted that it cannot be returned or has a different return policy time period other than that 7 days noted in that item's particular item description.

 

Products may be exchanged within 10 days of receipt of the product without a restocking fee. All boxes must be unopened with original strapping still in place. All returns are subject to a 30% restocking fee. Returns or exchanges are not permitted on (1) opened boxes or special orders, (2) close-outs, utility grade products, final sales, special deals, or clearance items for any reason, (3) molding or trim. To be eligible for a return or exchange, the product must be in its original condition and have been properly stored. Installed product is considered accepted by the purchaser and may not be exchanged or returned for any reason. Shipping and delivery charges are non-refundable. Any additional shipping costs relating to a return or exchange are the sole responsibility of the purchaser.

Refunds are contingent upon inspection of item(s) once we receive it.

There is a 30% restocking fee for returned items that are not being exchanged. Again you MUST contact us within 10 days if you intend to return ANY item back to our store. Items returned to us AFTER 10 days and WITHOUT contacting us will NOT be refunded. All deposits to hold material are non refundable after 15 days of the placing the order.

Customer is responsible for all shipping costs incurred to return the items.

 

Receiving Damaged Freight:

Upon receipt of damaged material please do NOT refuse the material.  Simply make note on the delivery receipt/ bill of lading of the amount of cartons/bundles that have been damaged in transit.  If there is no damage noted on the delivery receipt/ bill of lading upon receiving the material a claim can NOT be filed by us with the freight company.   If damages are noticed while the product is still on the truck be sure to take plenty of photos as this will help us in the claims process.   Receiving damaged material is an unlikely circumstance however we will be more then happy to help you through it in the event that it does occur.

 

***Minimum order size of 200 sq ft on all products purchased through this site. Any orders below that quantity will be canceled.***

 

Grading:  

Premium/Clear Grade flooring contains natural characteristics such as small knots and minor color variations. It has a more uniform color and longer average plank length compared to builder grade flooring products. Premium grade pre-finished flooring will be practically free of most finishing defects including debris, skips, streaks, blisters, chipping, or scratches. ALL Premium grade products are considered "first" quality.  When purchasing this grade be sure to add 5%-7% to complete the project.

Builder Grade products will include variable amounts of milling, grading, and/or finishing defects; however, such imperfections should still provide a fully install-able floor. Plank lengths will be shorter as compared to premium grade. These product feature the same polyurethane finish as a premium grade product. Builder grade hardwood can provide a low-cost option in hardwood. Shaw builder grade products are considered factory seconds. When purchasing this grade be sure to add 10%-15% to complete the project.

Cabin Grade products will contain, but not limited to defects including milling, grading, finishing, splits, shake, larger tight knots and some open knots with alot of color variation.  Shorter lengths can also be expected with this grade (15"-20" average length in most cases).  When purchasing this grade be sure to add 20-25% waste to complete the project. 

Utility Grade flooring is sold as-is. It is possible that the material may contain milling, grading, or finishing defects including mis-milled boards, mis-graded boards, and shorter lengths(12"-18" average length in most cases). Boards show a lot of natural character such as light and dark boards, knots and pinholes. Utility grade flooring is factory thirds and carries no warranty. All sales of utility grade flooring are final, product returns or exchanges are not permitted. When purchasing this grade be sure to add 25%-30% to complete the project.  This is the lowest grade of flooring offered, please do not order extra (25-30%) and try to create a Builder or Premium grade floor.