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Order Policy

You can contact the ordering staff by calling 1-800-454-3941 or by clicking here. Please include your name, phone number and iFLOOR Order Number with any questions you have about your order and we'll get back to you right away!!

Shipping Orders

We ship all products on the next business day whenever possible (stock permitting). Stock delays are typically reported within 48 hours via e-mail. All residential deliveries are curbside deliveries. You need to consider accessibility to your street or driveway when choosing the residential delivery option, as orders are typically shipped via full size semi truck. In the event that the delivery truck cannot get to your home, your order will need to be transferred to a smaller truck if one is available (additional fees may apply). If a smaller truck is not available, you will be asked to pick up the items at the trucking terminal. Residential delivery fees paid cannot be refunded if this occurs.

Tracking Orders

Once you have received confirmation of the carrier and the tracking number via e-mail for your purchase, you may track your order either by going to the website of the carrier or calling them directly.

For tips on what to expect when receiving an order click here.

Replacements and Damages

At the time you receive your order, you need to be aware that you MUST check the order for damages or missing items. If you do not check the materials yourself, please make sure that the person signing for them checks for damaged or missing items. If no damages are noted on the bill of lading, iFLOOR.com cannot be held responsible for any damages or shortages that occur. You should look for anything suspicious, such as rounded corners, denting and gouges. It is important at this stage to come up with an accurate count of damaged or missing pieces and note them on the bill of lading. If upon closer inspection you decide that you might be able to utilize the damaged materials, you should still note the damages and attempt to make use of what you can. If after noting the damage you decide you cannot utilize the materials, contact iFLOOR.com and we will advise you of what to do with the materials on hand or ask that they pickup the useless materials to prevent you from having to store them.

Not every order will have visual proof of damage on the outside. If you accept a shipment and sign for no damages or shortages, later discovering that there indeed are damages or shortages hidden from view, you must contact the delivering carrier to file a claim directly with them. iFLOOR.com will not file any claims on your behalf. Installation of flooring is considered acceptance of the product. We are happy to answer any questions in the unlikely event that your order is damaged in shipment, and we can assure you that as long as any damages are noted properly, there will not be any difficulties in the replacement process. You will be required to sign a claim form and provide that to carrier's claims department. It is recommended you file a claim with the freight carrier immediately to ensure that any damages are noted and taken care of properly. 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 carrier, do not throw away or destroy any damaged material received. iFLOOR.com cannot be held responsible for any damages or shortages that occur due to the fact that the carrier is responsible once the product leaves our possession.

Refusals

All refusals must first be approved by your salesperson. Please note also that any refused shipments without the consent of the company will be treated as a return and will be subjected to all the costs associated with a return. Even if there is damage on the order, please note the damage and accept the order, we will file a claim with the shipper and replace the noted damaged items. All requests for return must be made within 15 days of receiving product.

An Important Note About Product Images

Product images will vary in color due to many factors such as monitor type, scan quality, etc. Images are not intended to duplicate exact visual appearance, but to serve merely as a guide or point of reference. If you require accurate visual inspection of a product for such things that cannot be conveyed accurately by this image, such as color, feel, etc., we recommend you obtain a sample of the product to inspect prior to purchasing.

An Important Note About Samples

Bamboo, cork and hardwood floors are beautiful and unique products of nature which are characterized by distinctive variations in grain and color. These natural variations in color and grain are not flaws, but are a part of the natural beauty and uniqueness of the flooring. Keep in mind that the small samples we send out will be subject to these variations, and may be quite unique when compared with the final product. Samples for bamboo flooring, in particular, should only be relied upon to give representation of the finish and quality of manufacturing. Bamboo can vary up to 20% increase or decrease in color between a sample and the actual flooring product.