Damages Policy

All carriers are selected through stringent guidelines for service and quality control. If you have a concern regarding delivery, please advise our customer care department immediately. Out of our total orders placed and shipped, our company only receives 1.2% (actual percentage) in claims initiated by customers. In the slim chance that you receive damaged order, please review the following steps:

1. NEVER refuse a delivery, please call us first at 1.800.454.3941 ext. 2453. 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 20% 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. Compare your order with the materials received. You (or the person you designate) are responsible for noting on the delivery receipt any damaged or missing items. Upon initial receipt, please look for indication of damage on the outside of the cartons or packaging material. If no notation of damages has been made on the delivery receipt, you can still file directly with the carrier.
3. Keep a copy of all the paperwork provided by the carrier. When you contact us, we will request you to provide us with this information. If this documentation is readily available, we can get a head start on processing your claim.
4. DO NOT DISCARD any of the damaged material. Once reported, the damaged material is the property of the carrier, by law, and they have 120 days to decide if they wish to inspect, pick up or advise to discard the damaged material. Unless otherwise advised by us, do not throw away or destroy any damaged material received.
5. If all the documentation is received and salvageable material has been taken into account, we will proactively refund or replace damaged material. Now that our customer’s concern has been resolved we will pursue the matter with the carrier.

Conditions:

Warranted products are under the discretion of the manufacturer. We will help resolve any concerns you may have but guidelines set forth by the manufacturer are the tolerances we must follow to resolve such concerns. Manufacturers’ warranties do not cover: moisture-related concerns (buckling, cupping and gapping), indents such as scratches from heels, shoes, pets and others; inexperience or customer-related install errors; Color fading and/or darkening is a natural occurrence caused by exposure to UV rays (direct sunlight) and is not considered to be a product defect.

Defective Claims Policy

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 (1.800.454.3941) or email us at orders@ifloor.com 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 certified installer's contact information
6. Your preference for either credit or replacement

• A Claims Representative will contact you through email within 24-48 hours 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 $225.00 will be charged to the customer and refunded should the inspection report prove that the issue is indeed a manufacturing defect.
• iFLOOR.com will ship out replacement/issue credit for the materials AT NO COST should the claim be approved.