General Delivery Details
The proposed delivery dates are approximations and unforeseen delays beyond our control may occur. We strongly advise against arranging installation until the receipt of your order. If a specific delivery date is necessary, inform us to organize it for you, but keep in mind that additional costs might be incurred. Deliveries aren’t available on weekends or public holidays.

All freight deliveries are provided as curb-side service. Your pallet will be left in your driveway, so you’ll need to arrange for its transportation inside your home.

It’s crucial to give us an easily reachable contact number, preferably a mobile number, so that either we or the freight company can contact you during the day. This ensures smooth communication and swift delivery.

After The Order Is Placed

After payment is received, the majority of our orders are dispatched within 1 to 5 business days, with a typical transit duration of 1 to 10 business days. We utilize the services of well-known national carrier for Less than Truck Load (LTL) orders (pallets). Smaller orders are shipped via UPS, FedEx, or the Postal Service. Orders with different billing and shipping addresses may need extra validation before dispatch.

If your order includes moldings along with flooring, they will be shipped separately. If your flooring or underlayment has to be sourced from another location, the underlayment may also be shipped separately.

Upon dispatch, we will send you an email confirmation that includes the freight carrier’s name, your order’s tracking number, and a link to track your order. Once your order arrives at the local freight terminal, a representative from the freight company will get in touch to schedule the delivery day and time. You can also contact the freight carrier to set up delivery, using the carrier’s name and tracking number from our shipping confirmation. We strongly recommend providing us with a reliable contact number, ideally your cell phone, for swift communication and delivery.

Order Authentication

At Flooring Online, the security of all customers and their transactions is of utmost importance. For first-time customers, we require verification on orders over $500 when the shipping and billing addresses differ, and on all initial orders exceeding $2,000. Following your purchase, we will contact you to confirm your shipping address. Until the authentication process is completed, your order processing will be paused temporarily. We reserve the right to refuse unverified shipments. This corporate policy is in place for the protection of your identity and security.

Hold or Delayed Shipment Request

Should you desire to postpone or put a hold on the dispatch of your order, we can accommodate such requests for fully paid orders for up to two calendar weeks. Any holds extending beyond two weeks may incur processing and storage charges.

Delivery Alternatives

Residential Delivery:
Residential deliveries are conducted as curb-side service. The freight company will reach out via the contact number you have provided to arrange a suitable delivery time. The drivers are not mandated to enter your house or move the materials indoors. Orders encompassing five boxes or more will be allocated a lift gate service. Each box weighs around 35 lbs, so prepare and arrange help if necessary. An individual must be present to accept the delivery. The individual receiving the delivery must verify the quantity and check for potential damage on the external part of the cartons before signing the delivery documentation.

Specified Date of Delivery:
This is an exclusive freight service where you determine your order’s delivery date, and we organize a convenient delivery schedule for you. Once your order is finalized, our Freight Team Representative will call you to finalize the details. You can also reach us at 1-844-674-3566.

Commercial Delivery:
We also provide delivery to commercial locations. The location must be equipped with a shipping dock or forklift. Moreover, the business needs to be operational until 5 p.m. local time. There’s no pre-delivery notification for business deliveries.

Freight Terminal Pickup:
Collecting your order from the nearest local freight terminal is another option. This is especially beneficial if your area restricts freight carriers or is challenging to reach, such as rural or urban addresses. However, this option does not include moving the items into your home. The shipping cost remains the same as commercial delivery. Contact us to identify the closest terminal location.

Shipping Charges
Orders consisting of more than 5 boxes are classified as ‘freight shipping’ and are dispatched on a pallet. The shipping cost will be calculated at checkout. Freight consignments are planned for residential, curbside delivery with lift gate service. However, the transfer of your order indoors is not included (such as into your garage, house, basement, etc.). Freight orders are typically expedited within 1-5 business days from our warehouse, with an estimated transit time of 1-10 business days.

The standard freight shipping rate does not cover:

Areas with restricted access/driveways
Rural areas where standard delivery cannot be scheduled
Downtown areas in major cities such as New York, Chicago, etc.
Islands and regions without bridge access to the mainland
Please reach us at 1-844-674-3566 to quote the shipping costs for these specified locations.

Complimentary Shipping on Flooring
We provide free residential shipping to 48 US states on select products, often with a minimum purchase requirement. Orders are dispatched as residential, curbside deliveries with lift gate service, but transferring your order indoors is not included.

Dispatch of Smaller Orders (Under 5 boxes)
We ship smaller orders as one or more packages via FedEx, UPS Ground, or USPS. Orders are usually expedited within 1-5 business days after receipt of your payment, with transit time varying from 1-10 business days. Your order will be left at your doorstep, and no signature is required. However, moving your order indoors is not included. Please ensure your items are moved inside your residence promptly. We cannot provide refunds for materials damaged by weather or rain post-shipment. Delivery is not available on weekends and holidays.

Complimentary Shipping on Underlayment
We offer free shipping to 48 US states on underlayment orders. These orders are shipped via FedEx, UPS Ground, or USPS. We typically dispatch within 1-5 business days after receiving your payment, with transit times varying from 1-10 business days. Your order will be left at your doorstep without the requirement for a signature. However, moving your order indoors is not included. Delivery is not available on weekends and holidays.

Shipping Locations
We currently provide shipping services to the 48 contiguous US states.

Shipping and Delivery Duration
Most orders are dispatched within 1-5 business days with an estimated transit duration of 1-10 business days.

All delivery times are projected, and we cannot assure there won’t be delays beyond our control. Please refrain from scheduling installations before your order has been delivered. If you require a guaranteed delivery date, please inform us so we can arrange this for you (extra charges may apply). There are no deliveries on weekends and holidays. Moldings will be shipped separately from your flooring.

Shipping Address Alteration – Reconsignment
If you request a change of shipping address after placing an order, the following rules and regulations will apply:

Contact our Customer Service to obtain authorization, instructions, and costs associated with reconsignment.
A new fraud prevention verification process will commence upon changing the shipping address. We reserve the right to refuse shipments to unverified addresses.
Reconsignment fees will be your responsibility.
If you made a payment through PayPal, your address CANNOT be changed post-order. Changes to the address must be made prior to ordering.

Order Tracking
Upon shipment, we’ll email you a confirmation, which includes the name of the freight carrier, a tracking number, and a website for tracking your order. The freight company will reach out to residential delivery customers when the shipment arrives at the local freight terminal to schedule a delivery date and time. Alternatively, you can contact the freight carrier beforehand to coordinate delivery and confirm the timing.

For orders picked up from the terminal, we provide the terminal address and contact phone number. Typically, the terminal representative will call to inform you when your order is ready for pickup. We urge customers to monitor their delivery status and, if necessary, contact the terminal to coordinate the pickup.

Delivery Preparation
Upon the arrival of your order, it is crucial that you verify its accuracy and condition, then sign the shipping documents to confirm that everything has been received in good order. If your flooring or underlayment was sourced from a different location, they might be shipped separately. Moldings will always be shipped separately from your main order.

Before signing the delivery driver’s documents, please conduct a detailed inspection of the shipment for accuracy and any potential damage that might have occurred during transit. Execute a comprehensive visual assessment of the exterior of the shipping pallet, and annotate all observed issues, regardless of their magnitude, on the delivery driver’s receipt. Without damage confirmation on the delivery receipt, we will not be able to issue refunds or replacements.

Should you discover any shipping damage upon delivery, immediately note any issues on the delivery driver’s receipt and contact Flooring Online without delay. We have a track record of excellent service with our freight companies, and we trust that your delivery will be handled with the utmost professionalism.

If you discover shipping damage after signing for the item in good order, you will be responsible for lodging an insurance claim with the freight carrier within 24 hours of the shipment’s arrival. Don’t hesitate to contact us if you have any questions about this process.

Our Customer Service Department is available at 1-844-674-3566 during the following hours (CST):

Monday: 8am – 6pm
Tuesday: 8am – 6pm
Wednesday: 8am – 6pm
Thursday: 8am – 6pm
Friday: 8am – 6pm
Saturday: 9am – 5pm
Sunday: Closed

Alternatively, you can email us anytime at contact@nexafloor.com.

We strongly advise moving your boxes inside as soon as possible. Flooring Online will not be liable for materials damaged from exposure to rain or weather conditions after delivery.

Procedure in Case of Damage
If you discover shipping damage at the time of delivery, do not refuse the order. Immediately note any issues on the delivery driver’s receipt and contact Flooring Online at 1-844-674-3566. If the delivery receipt is not annotated with these details, we will be unable to refund or replace any material that was damaged during shipping.

Our Customer Service Team is available to assist you during the following hours (CST):

Monday: 8am – 6pm
Tuesday: 8am – 6pm
Wednesday: 8am – 6pm
Thursday: 8am – 6pm
Friday: 8am – 6pm
Saturday: 9am – 3pm
Sunday: Closed

Alternatively, you can email us anytime at contact@nexafloor.com.

Follow our 1-2-3 Damage Policy:

STEP 1: Prior to signing the delivery papers, make a note on them detailing the damage. Be very specific in your damage descriptions: e.g., damaged corners, crushed left side of the pallet, etc.

STEP 2: Document all damage by taking photos.

STEP 3: Contact us immediately on the same day at 1-844-674-3566 or email us at contact@nexafloor.com.

We will handle your problem with utmost care, and when necessary, a replacement or credit will be issued. If a replacement is required, we will strive to expedite it as soon as possible. All our pallet orders are fully strapped, cornered, and shrink-wrapped, and leave our warehouse in excellent condition, so if you notice even the slightest damage, please make a note of it on the delivery papers.

In rare situations, when a shipment is delivered without the conditions described above (not strapped, no corners, no shrink wrap, or loose boxes), please call us at 1-844-674-3566 before the driver leaves, so we can decide the necessary action. If damage is discovered after the delivery, please contact us as soon as possible for timely resolution. We allow a 24-hour grace period post-delivery to report any additional damage. Any damage discovered after this period will be subject to a claim approval by the freight carrier. If you discover shipping damage after you have signed for the item in good order, you will be responsible for filing an insurance claim with the freight carrier within 24 hours of the shipment’s arrival.

Return and Replacement

At Flooring Online, we care about your satisfaction. This is why we strive to resolve any issues as effectively as possible. Every customer can count on excellent service, prompt communication, and fair resolution. If you receive a product you are dissatisfied with, simply call us toll-free at 1-844-674-3566. One of our customer service representatives will provide you with information about obtaining a refund, repair, or exchange for the item under our 30-Day Return Policy, as well as instructions on handling your return. Please have your invoice ready when you call.

Return or Exchange:
If you received your order and you are not satisfied with the product, you may exchange or return it within a 30-day period from the date of the purchase. Flooring Online does not accept returns after 30 Days of Purchase. Returns or exchanges are not permitted on orders subject to the quality/warranty claim, opened boxes, or special orders, a close-out, an odd lot, a final sale, a special deal, a clearance item for any reason, Mohawk moldings, or hardwood moldings. Returned products must be unused, in original packaging, and have been properly stored. Installed product is considered accepted by Buyer and may not be exchanged or returned for any reason. Shipping and delivery charges are non-refundable. All returns must be pre-approved by Flooring Online. We will not accept any boxes that were damaged due to weather or improper care post-delivery, even waterproof vinyl.

Nonreturnable Items:

Unwrapped / Opened items
Damaged Boxes from Improper Care or Storage
Special Orders
Take It All Offers
Odd Lots
Final Sale
Flooring Moldings and Trim
To arrange a return or exchange, please call our Customer Service at 1-844-674-3566 or email us at contact@nexafloor.com. Returned products must be prepared for return per Flooring Online instructions to avoid potential damage during the transit. Once your return is received back in the Flooring Online warehouse, we will inspect it, and after approval, we will issue a refund.

Orders in Transit
All orders in transit cannot be canceled and will be treated as a return.

Shipping:
Shipping charges are not refundable and you are responsible to ship the product back to us at your own expense. We offer a flat-fee return shipping rate of $358 for up to one skid return. Returned product must be unused, in original packaging, and prepared for return per Flooring Online instructions to avoid potential damage during the transit. The flat rate return fee is only valid within the 48 US States. If you want to return laminate or vinyl moldings, please call us at 1-844-674-3566.

Shipping Errors or Damage:
If you are dissatisfied with your purchase due to a shipping error, missing item or damage due to shipping, and you qualify for a return or exchange under Flooring Online’s 30-Day Return Policy, please call us at 1-844-674-3566 within three days of receiving the item to report the issue.

Refund:
We will not issue a refund on used, damaged or open box products.

For refunds:

Cash or Check Purchases: A refund will be by check within 3-5 weeks
Credit or Debit Card: A refund will be by the original form of payment within 3-7 business days.
Store Credit or Gift Card Purchases: A refund will be given in the original form of payment. Store credit will need to be used within 90 calendar days.
30-Day Return Policy

We hope you love what you ordered, but if something isn’t right, let us know.

We’ll exchange your item for something new or refund your money. You can return your products within 30 days from the date of your purchase for a full refund of the purchase price minus shipping cost.

Original shipping charges are not refundable and you are responsible to ship the product back to us at your own expense. Returned product must be unused, in original packaging, and prepared for return per Flooring Online instructions to avoid potential damage during the transit. Flooring Online does not accept returns after 30 Days of Purchase. Returns or exchanges are not permitted on opened boxes, special orders (unless product is defective,) close-outs, odd lots, final sales, special deals, or clearance items. Returns will not be accepted on any boxes damaged from weather or rain due to improper storage after shipping. All returns require original invoice.

If you have questions, contact Customer Care toll-free at 1-844-674-3566 or by email at contact@nexafloor.com.

Manufacturer’s Warranty
If you need to file a claim, most manufacturers require to do so through the retailer from whom you purchased the product. Flooring Online will be happy to assist you with your warranty claim. Most warranties require that a customer contact the authorized dealer to claim to problem and obtain a claim number. In most cases they also require that the customer go to an authorized supplier, specializing in this product, to fulfill the inspection process.

To begin a claim, Flooring Online will request photos of the defect in question along with a description of the quality claim. The manufacturer may also require samples of the complaint (i.e. laminate boards in question).

The manufacturer may (at their discretion) also send an independent inspector to the installation in order to obtain additional information for the claim. The manufacturer will determine if an independent inspection is necessary and, if so, will order and pay for the independent inspection. In most cases, all of the information regarding your claim will come from your Flooring Online contact. Based on the manufacturers findings Flooring Online will honor the manufacturer’s request of compliance and/or discount. Other than the applicable manufacturer’s warranties, there are no warranties, express or implied, than the one provided by flooring manufacturer. This includes any warranty or merchantability or suitability of the product for a particular purpose, and no other remedies shall be available except those provided by manufacturer’s warranty. Under no circumstances will Flooring Online be responsible for any loss of time, inconvenience, expenses, or other consequential damages caused by or resulting directly or indirectly from a problem about which a claim was made.

Shipping Liability
Buyer releases, waives, and discharges Flooring Online and its employees for any loss, damage, cost, expense and/or claim and shall indemnify, save and hold harmless same from any loss, injury, damage, cost, expense and/or claim relating to or arising out of loading, securing into or on the vehicle, transport and unloading of product.