General Terms and Conditions

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Email us anytime at
orders@ifloor.com		 Call Us:
1-866-957-6148

Store Hours: 9am-6pm Pacific, Mon-Fri
10am-5pm Pacific, Saturday

Website Hours: 8am-5pm Pacific, Mon-Fri
10am-5pm Pacific, Saturday

iFLOOR Inc.
Attn: VP of Customer Experience
17616 West Valley Highway
Tukwila, WA 98188

Customer Responsibilities

The customer is responsible for the accuracy of the order, so be sure to read through the order details and check the product numbers, quantities, and shipping instructions.

Although inside deliveries and other special services can be arranged in advance for an additional charge, standard deliveries are normally made at curbside and you may need to assist in offloading the truck. The product is packaged in cartons to be easily carried and transported into your home and usually only weigh between 35 lbs to 55 lbs each. Orders are typically shipped via full-size semi trucks. In the event that the delivery truck cannot get to your home, your order will be transferred to a smaller truck (additional charges will apply). If a smaller truck is not available, you will be asked to pick up the items at the trucking terminal.

PLEASE NOTE: At the time you receive your order, you MUST check for damages and/or missing items, and note that accordingly on the bill of lading. It's a good idea to have a copy of your invoice with you, so you can verify you received all of the items ordered. If you ordered more than one molding, please open the tube or carton to make sure all of the moldings are present and undamaged before signing. If you do not check the materials yourself, please make certain that the person signing for them checks for damaged or missing items. iFLOOR.com takes care to package all products for shipping with protection in mind to prevent damages. 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. Be sure to visit the following link to read our ordering policies:

Customer Satisfaction Guarantee Shipping Policy Damages Policy

General Product Terms & Conditions

  • In order to maintain the quality and performance of our products, you are obligated to keep the indoor conditions at a relative humidity near 35% and at a temperature between 65 and 70 degrees F. You are aware that temperature and moisture conditions may adversely affect wood products and therefore you expressly agree that iFLOOR shall not be responsible for any expansion, shrinkage, cupping, buckling or other reaction of wood to water damage, moisture, humidity, or dryness without regard to the size, grade of material.
  • iFLOOR is not responsible for any type of insect infestation.
  • Force Majeure: Delays caused by fires, floods, strikes, labor disputes, accidents, sickness, acts of God or other causes beyond reasonable control of iFLOOR, shall excuse or extend the time for performance of the contract. Any and all deliveries so suspended shall, at iFLOOR’s option, be made after such an event has ceased to exist. In the event iFLOOR chooses not to resume delivery or service after such event has ceased to exist, you shall be entitled to a refund for products or services of monies paid to iFLOOR for goods and services not actually delivered. There shall be no other or further liability of any kind on the part of iFLOOR to the customer.

Order Cancellations

There is no guarantee that orders will be able to be cancelled after they have been placed. If you wish to cancel an order, we will make our best effort to do so, but most cancelled orders will be subject to our return policy.

Return Policy

Orders for less than four cartons may not be cancelled or returned. Orders for four or more unopened, resalable cartons can be cancelled or returned to any iFLOOR store within 15 days, some restrictions apply*. There can be no returns or cancellations after 15 days.

All returned or cancelled orders will be subject to:
  • A 20% re-stocking fee will be applied for all orders including cancellations, returns or refused shipments. This is in addition to original and return shipping charges, if any.
  • All actual original shipping charges and return freight costs are the customer’s responsibility. These charges typically run 10 to 25% of the total order and may be different from the promotional rate originally charged on your invoice.
    • Orders purchased in conjunction with an iFLOOR installation may be returned up to 15 days after installation is complete and are not subject to restocking fees or minimum quantities.
    • Accessories including trim, adhesives, non- featured underlayment, moldings, and cleaning products are not returnable or cancellable.
    • Promotional items such as Clearance, Odd-lots, Blowouts and Weekly Specials are not returnable or cancellable.
Full Details are available in our Return and Order Cancellation Policy.

Non-iFLOOR Installation

iFLOOR provides information to its customers concerning the installation of products sold by iFLOOR and related issues. Such information is not exhaustive and does not take the place of a professional installer’s expertise, due care and informed judgment. iFLOOR requires the following customer performance when a customer or customer’s representative is installing products purchased from iFLOOR:

First, open one or two boxes and verify the products you have received and check the following:

  • Is it the right product, size, color, profile and quantity, compared to your order?
  • Are there any finishing errors such as surface finish, blotches, abnormal colors or other variations not meant to be a part of the aesthetics of your products?
Do not install if any of the above incorrect conditions exist with the product(s) you received or if it is not the correct product(s), once you have installed any or all of the product(s) you cannot return it or file an inquiry around any of these conditions. Should you see any of these conditions after opening 1 to 2 boxes, do not open anymore boxes and do not install the material. Please contact us right away. If you continue to open more than two boxes without contacting us first, we cannot be responsible for replacing the opened boxes or warranty of the product. You must contact us within 3 days if you have any concerns and to make an inquiry around a potential product concern. The failure to comply with these conditions shall constitute acceptance of the goods.

ACCEPTANCE: Products are manufactured according to the highest standards of quality. However, should any material not meet your requirements, we must be advised PRIOR to installation. Otherwise, we will not be able to accept responsibility.

iFLOOR Installation:

Installation orders cancelled prior to completion are subject to the return policy for materials, and labor and services completed will be billed to you at the line item price.

By accepting to these Terms & Conditions, and in addition to the General Product Terms & Conditions, if you are having iFLOOR install your product, you agree to the following:

  • To have all work areas ready for the workers when they arrive.
  • To have 30 amp power available in the work area, via standard electrical outlets.
  • Unless specified, this contract does not include furniture moving or sub-floor preparation.
  • You are responsible for any alteration of doors and doorways.
  • iFLOOR is not responsible for leveling the subfloor.
  • iFLOOR is not responsible for existing structural defects, dry rot, or code violations, any defect discovered during installation shall be repaired at your expense. If such defects are not repaired by you, iFLOOR can stop work and demand full payment under the contract.
  • iFLOOR will not install any product until site conditions meet manufacturer’s specifications.
  • IMPORTANT NOTE: ANY SUB FLOOR DAMAGE OR DEFECT NOT VISIBLE AT THE TIME OF ESTIMATE OR NOT INCLUDED IN THE CHARGES MAY RESULT IN ADDITIONAL COSTS FOR THE PURCHASER.

Dispute Handling and Resolution

When people think about trust, they think about the BBB. This is why we utilize the BBB in any dispute resolutions. By agreeing to our Terms & Conditions you agree to a mandatory arbitration through the BBB. Also, by agreeing to our Terms & Conditions, you agree that the prevailing party will pay all reasonable legal and related collections fees and that resolution will remain confidential. The BBB is a consumer friendly unbiased forum for you to be heard fairly and to get to a fair resolution. We believe in trust and building relationships and in using the BBBs expertise and their dispute resolution programs we do more to complement customer relations initiatives, and raise our standards and showcase our best practices.

Pricing

Customers who purchase products acknowledge we may change our policies and operating procedures at any time in our sole discretion without notice. Products, availability of our products and our pricing of such products may vary from time to time. We will use commercially reasonable efforts to present accurate information, but we cannot guarantee the availability or the price of any particular product.