Shipping FAQ

Unless otherwise noted, shipping charges are not included in our online prices.  You must call customer service to get the exact shipping charges for the particular product(s) to your shipping zone.

To better serve our customers, you will be notified the next morning after your shipment has left our facilities.  We will provide you with shipping info such as freight bill numbers, freight carrier contact information, and other pertinent information via email. If the information is not what we provided to you, contact us immediately so as we may correct any errors before your shipment arrives.

Shipping Guidelines

When your shipment arrives, please inspect packaging for any damage. In the rare event you should see damage, no matter how slight it may seem, call customer service immediately.

  1. If at all possible, you should arrange to pick up your shipment at the nearest terminal of the delivering carrier. Especially carpet as it tends to be very heavy and hard to handle. Area rugs and other small items will be delivered directly to your door.
  2. If personally picking up the shipment is not an option, arrange to have your installer pick it up. As a flooring professional, he is accustomed to handling large and heavy floor coverings. 
  3. In most cases, your shipment can be delivered directly to your home. Freight carriers usually charge an extra $50 to $150 for this service, although about $85 is the norm. Keep in mind these extra charges are for bringing their equipment into a residential neighborhood only. Taking the freight off the truck is your responsibility. Depending on the size of the package, you will need anywhere from 2-5 people to unload your shipment without the risk of damage. Be sure to inspect packaging before and after unloading for damage.
  4. Ship to a commercial location that is normally used to receive material (ie: that has a loading dock). It's not usually a good idea to have your shipment go to a retail floor covering store (even at the request of your installer). You have just deprived them of thousands of dollars of profit and they may not be willing to make your experience very pleasant.

Receiving Checklist

  1. Verify quantity (is everything there?) 
  2. Inspect for visible damage Note any damage on the receiving documents, call us at 800.848.4967 while the driver is there if at all possible. If in the rare event there is damage, do not refuse the shipment. We can usually replace damaged items quickly if noted. 
  3. Never have your material installed until you have verified your order is correct. There is no recourse once the material has been installed unless there is a warranty issue.  Wrong color, wrong size or installation of damaged material does not constitute a warranty issue!
We offer these suggestions to make your order go as smoothly as possible. There are always unique situations that require special considerations - for solutions please contact customer service at 800.848.4967.
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