Terms, Conditions, Returns, Claims and Cancellations

It is important to us that our customers experience a smooth and easy transaction.  This introduction educates our customers in a manner that combines a full comprehension regarding the ordering process with WeShipFloors.com & Hardwood Distribution LLC.

We are here to help!  If you cannot find the answer to your questions or need help with project details and challenges, we offer project consultations for free. Please coordinate with our knowledgeable sales staff if you have any questions or concerns.  

Call 844-356-6711 or email for a consultation appointment sales@weshipfloors.com.

PRODUCTS OFFERED - We have accounts with many more manufacturers than we can  possibly show on our website, if you are looking for something and can't find it, call us so we can help.  844-356-6711

Mannington - All Mannington orders are special order and cannot be cancelled or returned.

SUPERCore - Our best selling, best value flooring, and is our exclusive brand - 100% waterproof and excellent for a busy home or business.  SUPERCore can be installed anywhere in the home. We offer custom matching trims and stair treads.  Be sure to order SUPERCore treads with your SUPERCore flooring to combine savings with free shipping charge. 
See how we SMASH the competition on our YouTube channel. 

Engineered Prefinished Hardwoods - Variety of species and colors that work in any location in the home and can be installed by all 3 methods.
Learn more about installing Engineered Hardwoods.

Solid Prefinished Hardwoods - Huge selection of flooring that is installed by nail / staple process and is limited to above grade installations. 
Learn more about moisture content, acclimation and installation for Solid Hardwoods.

Carpet tiles - If you want a clever way to carpet your home, consider carpet tiles. Easy to do-it-yourself and simple to replace a tile when needed. 
See our selection of Carpet Tiles.

Trims, Accessories, Glue, Underlayment, Carpet Cushion - Most products have a variety of finishing trims, please consult with us to fine tune all parts you may need for a complete order. 
Learn more about how to use these items here.

PROMOS - SEE WHAT IS ON SALE NOW - CLICK HERE!

- Promotions and sales discounts are posted at the top of every webpage.  Discounts are NOT applicable to...

- Mannington Products

- Flooring without a price listed.

- Trims and accessories including custom or standard offerings

- More than 1 flooring type (i.e. shipments from more than 1 warehouse)

- Small orders of 3 or less boxes or any order that is not profitable

- Unfinished flooring or special order materials

- Flooring listed on the "DEALS" page or discontinued products.

- Only one applicable promo per order.  If an order is processed with double promos or incorrect promo that is not applicable to the product the order will be held or cancelled.

SAMPLES 

- Name brand products do not require samples since you can see those in other retail stores.

- Sample orders are limited to 5 free for Supercore only, other samples may be a small charge.

- If samples are provided from our sample department, we ship using 2-day priority mail with usps.com - Some areas can take longer to arrive in your mailbox.

- Ordering a sample is a requirement for products that are not available across the retail market. This goes for all products on our website.  If you do not get a sample prior to ordering any non brand name flooring you will not have the option to conduct a return or utilize the SUPERCore 30-day money back guarantee.

- A valid email address and phone number must be entered or your sample order or the order could be cancelled.  

SAMPLE ORDERS

- If you order a sample, you will get one sample. To ensure that you receive samples showing variation, you are required to order multiples of that sample. Sometimes, samples are not available or are out of stock. In this event, we will send you alternative options that are similar to your request. 

***Do you need help selecting samples? This is a great time to consider a free consultation to start you off in the right direction. Call 844-356-6711 or email for a consultation appointment sales@weshipfloors.com

QUOTES 

- We can provide estimates that may be good for one day due to volatile prices or stock availability.  We do not provide formal estimates on some brands, but yet, we will provide your total delivered price and this information is kept in our database.  When calling in regarding special pricing or a quote, you will refer to your name or assigned quote # so we can recall the quote record.  WeShipFloors reserves the right to adjust a quote at any time or any reason.  

PAYMENTS

- We take all major credit cards & Paypal for payments. 

- Orders over 10k may require a bank wire transfer.  Ask about this payment method.  Once an order agreement is established, we will provide you with wire details to conduct the transfer.

ORDER PROCESS - Prepare for your order...click here.

- As part of our checkout process, you are required to check a box accepting our “terms and conditions”  Checking this box is a binding contract between you and Weshipfloors.com.  All of our requirements are detailed within this document.  Phone orders are also bound by our terms & conditions which are linked on all estimates and invoices.

- Web orders are converted into Quickbooks where we will manage the orders as first come first serve.

- Ordering Material - The website will round up the quantity square footage to the next full box.  This will not include any overage needed for breakage or waste.  Be sure to consult with your installer for the overage percentage he/she requires.  We suggest 10% or more overage for any product sold on our website.  

PURCHASES 

- All sales are final, promotions apply only to new orders and are NOT retroactive.  Any approved returns will be less credit card fees, a 25% restock fee, and any fees for shipping.

- All sales final on trims and accessories.  Any approved returns will be less credit card fees, a 25% restock fee, and any fees for shipping.

- All items sold by WeShipFloors (except SUPERCore) are considered special order items and cannot be returned.

- In stock SUPERCore orders will ship out within 72 hours, unless there is a backorder.

- Deals page discount blowout items cannot be returned.  

- WeShipFloors.com reserves the right to change pricing and cancel orders for any reason at any time.

- Flooring that has no price listed is likely a product that we experience volatile pricing or typically runs in low stock conditions. 

- We would like to offer our best price as well as confirm availability, please contact us to obtain a quote. 844-356-6711

TAXES

Any orders that deliver or picked up in the state of Tennessee will be charged sales taxes.  This is subject to change as tax laws may change for each individual state based on internet sales.  

CHANGE ORDERS - Change orders & address changes after purchase 

- Once an order is placed we have a limited time to make any changes. All change orders must be approved and costs could be associated with these changes.  

- Address changes. Once an order is in transit we cannot change the destination location.

- All orders are verified by a 3rd party fraud prevention and their approvals do not allow address changes on orders in transit.  Addresses can be reverified if an address request occurs within 24 hours of order placement.  This request for change may be denied.

CANCELLATIONS

- All sales final on trims and accessories.  Any approved returns will be less credit card fees, a 25% restock fee, and any fees for shipping.

- ANY APPROVED CANCELLATIONS WILL BE CHARGED A 5% CREDIT CARD PROCESSING FEE. If the order is cancelled on the same day prior to shipment, there will be no card fee or restock fee.  

- If you refused to take delivery of your order, you will be required to pay incoming and outgoing freight, 25% restock fee and 5% credit card fees.

- A 25% restock fee will be applied to all SUPERCore HOLD orders or SUPERCore BACK orders that are cancelled.

- Overstock Deals and Closeout Deals items cannot be returned or cancelled.

PROCESSING TIME

- Processing of orders can vary based on the vendor. SUPERCore orders need 24-72 hours to prepare.

- All orders and shipments are processed during business days.

- All other products are shipped when the manufacturer releases the order.  In the event a product is on backorder, we will obtain the expected availability date and update your paid invoice accordingly.  All manufacturers can potentially change that date at any time.

- We do not stock brand name items, we ship directly from their manufacturing warehouse locations.  We target the closest location to your address for the fastest delivery possible.

PRODUCTION NOTICE

- It is important to order all intended products for your project at the same time to ensure consistency of your project materials. We are not responsible for manufacturer product changes over time.  We can only provide what they current produce.

- There are no guarantees that if you order products at different times that the milling, lock designs, dye lots and/or color patterns won't change over time.  Flooring products can change yearly and are not guaranteed to match with original installations.  If you plan to install material in other parts of the home, it is highly recommended that you order all material at once to get a reliable and consistent installation overall.  For more information, and to be sure you are getting what you need, please contact us so we can help. 844-356-6711

SHIPPING PALLETIZED LTL FREIGHT

- FREE shipping (when available and advertised) only applies to orders of $1500 or more. Additional may restrictions apply. 

- Shipping rates are determined based upon actual fuel costs.  Larger orders may require additional shipping charges.

- Boxed flooring and Stair Treads are shipped by Pallet Freight and must be ordered together to maintain free shipping for SUPERCore items.

- All shipments have a request for the carrier to call to arrange an appointment with you.

- Most deliveries are suitable for standard delivery with liftgate curbside service.

- Pallet LTL Freight is handled by a large 53’ articulating truck. Not all areas are accessible, please contact us to review if standard delivery is sufficient for your location. If it is not accessible by freight, you may need to pickup at the terminal or coordinate a pickup at a nearby location.

- Orders that require a ferry to an island may require additional fees 

- Shipments to Hawaii, Alaska, and other non mainland locations require a freight forwarder location as the shipping address.  You will be responsible for the handling of your order from the freight forwarder to your final destination.

- Some small orders are to be offloaded by the customer and do not require liftgate service. Small orders are 12 boxes or less.

- Certain areas of the US with extremely high freight rates may be excluded from "Free Freight" offerings.

ORDERING TRIMS

- Trims are often custom fabricated and may or may not be of exact species. Specific species stock material may not be available to create trims. In this case, the fabrication mill will determine the best species to work with to obtain the closest possible blend to the flooring ordered. We are not responsible for manufacturer product changes over time.  We can only provide what they make. All trim sales are final and non refundable.

- Trims ordered without a verifiable flooring order will not be under consideration of a return or refund.  We are not responsible for manufacturer product changes over time.  We can only provide what they make.

SHIPPING TRIMS

- Trim Shipments are sent separately from pallet shipments to avoid loss or damage.

- There will always be a shipping fee (All Accessories, Glue, Underlayment, or Carpet Cushion) associated with items other than advertised free pallet shipments.  These shipments typically ship via UPS or Fedex ground shipment unless otherwise noted on your invoice.

SHIPMENT TRACKING UPDATES 

- As soon as tracking information is available, your invoice will be updated 24-48 hours after departure, please allow time for this data to reflect in the shipping company website.  The tracking information is provided to you once the shipping documents are created.  

SHIPMENT DELIVERY

- There are some exceptions to this and areas outside of primary roadways may need additional days for delivery.  Sometimes these outlying areas require 3rd party freight companies who will ultimately deliver your order, requiring more time for coordination.

- For the safety of delivery drivers, we cannot deliver on rural routes where is not a safe location to park a tractor-trailer and make a delivery, this is a state route road that is narrow and has no shoulder. Prepare to pickup at a local terminal.

- Orders of 12 cartons or less may or may not have liftgate service included.  These orders are small enough to be offloaded by hand.  Small orders are 12 boxes or less.

SHIPMENT ACCEPTANCE - YOUR OBLIGATION FOR DAMAGE CLAIM

- You MUST confirm that the delivery contains the correct product and quantity before signing the Bill of Lading Delivery Receipt.
- Any damage, shortage or abnormality MUST be noted on the Bill of Lading with specific notations i.e. “2 boxes contents damaged” before signing the Bill of Lading Delivery Receipt.
"torn cardboard" will not be accepted as a claim, we do not replace cardboard. Any notation that does not specifically state how many planks are damaged will result in denial of claim.
- All intentions of filing a claim must be reported to us within 24 hours of delivery. 
Forward the following to claims@weshipfloors.com 
- Photos showing damage
- Photos of your notated and signed delivery receipt
- Claims will deem the damaged boxes as the property of the freight company.
- Set the quantity of boxes you are claiming to the side, a claim adjuster will retrieve & review to confirm if a claim is valid.
- Any additional labor or expenses needed to move product once off the delivery truck is the sole responsibility of the customer
- If there is an apparent issue with your shipment, please call us immediately while the driver is still there at 844-356-6711

SMALL DAMAGE POLICY

- Replacement of freight damaged products is at the sole discretion of WeShipFloors.com. Boxes where the vast majority of flooring within is usable will not be replaced.
- Slight damage is covered by your 10% flooring waste factor.  
For example, if damage occurs, it is typically a poke from a fork from a forklift loading/unloading during transit - this always tends to be a small effect to a few planks.  Trim off the damage and use the rest as part of your cut pieces.
- Installers are very familiar with how to work through small damages.  All installations require 2 cut planks per row of floor.
- We recommend using any damaged pieces for these cuts.  This will keep you on target for your scheduled installation and will avoid delays in your project.
- To learn more about our small damage policy, please consult with us, we are vastly familiar with the process. 844-356-6711

SHIPMENT REDELIVERY

- Redelivery of a preset appointment will result in re-delivery fees charged by the freight company. 

- These fees have to be paid before a new appointment can be established.

CLAIMS - SHIPMENT DAMAGE WITH QUALIFYING DOCUMENTATION

- What to do about damage? Damage during transit can happen, so we do require you to conduct a protocol that will enable an easy fix to the damage or make filing a claim a success.

- Consideration for replacement material requires the following documentation to be provided to claims@weshipfloors.com immediately upon delivery.

- All intentions of filing a claim must be reported to us within 24 hours of delivery.  Please provide the following…

- Photos showing damage

- Photos of your notated and signed delivery receipt

- Claims will deem the damaged boxes as the property of the freight company.

- Set the boxes to the side, a claim adjuster may review to confirm if a claim is valid.

- Any additional labor or expenses needed to move product once off the delivery truck is the sole responsibility of the customer - claims provide replacement product and no other expenses are considered.

- If there is an apparent issue with your shipment, please call us immediately while the driver is still there at 844-356-6711.

FREIGHT CLAIMS LACKING REQUIRED DOCUMENTATION 

- If you need material, you will need to make the purchase for what you need
- Then we can file a claim on your behalf, it can take up to 2 months on average for a claim to be either approved or denied, some instances require more time for review.
- If the carrier approves your claim, we will give all of that claim award to you.
- There is no guarantee that a claim will be approved or denied.

PRODUCT CLAIMS

Product claims regarding a flooring order either before or after you install a floor and have an issue requires you to contact us right away and provide supporting images providing clear visible issues for your claim to claims@weshipfloors.com.  We must have the opportunity to conduct an inspection to determine the cause of the issue.  We send independent expert inspectors out at our expense. Once we get that report we can determine the approach for resolution.  If the report indicates an installation error and NOT a product defect, you will pay for the inspection not to exceed $400. Do not remove or alter flooring in any manner prior to inspection otherwise this will forfeit the validation of such a claim.

DO NOT REFUSE DELIVERY

- Unless otherwise instructed to do so by WeShipFloors.com.  Call immediately 844-356-6711 - if over half the pallet of material appears to be damaged or damaged in a manner to be too difficult to sort through, this may be an exception and could make replacement a simpler process. 

- If you refuse delivery on your own for minimal damage, you may be responsible for any and all freight charges and restocking fees. 

- All other refusals of freight, the customer will be responsible to pay all freight charges and restocking fees. 

SHIPMENT PROPERTY DAMAGE

- In the rare case that a delivery truck driver damages your property.  The insurance claims will specifically be handled by the 2 parties involved, being the receiving customer and the trucking company.

FREIGHT CLAIMS LACKING REQUIRED DOCUMENTATION 

- If you need material, you will need to make the purchase for what you need

- Then we can file a claim on your behalf, it can take up to 2 months on average for a claim to be either approved or denied, some instances require more time for review.

- If the carrier approves your claim, we will give all of that claim amount to you.

SUPERCORE 30-DAY MONEY BACK GUARANTEE

We only allow returns for SUPERCore products based on the criteria below....
- Your purchase was within the last 30 days.

- You must have received a sample to qualify.

A few things to prepare for a return...submit to returns@weshipfloors.com

- All returns must be pre-approved.

- All boxes of the original order must be without damage and unsealed (no packing tape or previously opened boxes will be accepted)

- All boxes must be secured to a pallet and must not hang off edges of the pallet, try to use the pallet you received from us, we have these pallets custom built to fit with SUPERCore.

- Strapping material in 3 locations to insure boxes won't shift in transit and result in damage, ratcheting straps are the best.

- A refund will be considered based on the purchase price minus shipping costs.

- Final refund amount will be issued based on the condition of the material once it is received to our warehouse and reviewed by inspection.

- Provide 4 photos (one on each side) of the pallet showing adequate preparation meets shipping requirements.  This also provides a record of conditions prior to leaving your possession.

- Secure the provided bill of lading to both ends of the pallet and hand one copy to the driver upon pickup.

- Pickups will be coordinated once all above items are completed.

If you have any questions, please reach out to us 844-356-6711.