Terms, Conditions, Returns, Claims and Cancellations

Shipping Policy

WeShipFloors ships directly from the manufacturer’s warehouse or from our inventory in Johnson City, TN. All residential deliveries are CURB-SIDE deliveries.

• Shipping typically takes 3-7 business days. Estimated shipping times are not guaranteed; we are not responsible for delays affecting installation schedules. Do not schedule installation until you receive your order in its entirety.
• Delivery appointments: Delivery service team will contact residential destinations to coordinate delivery times. Purchasers must be available or have someone present for signing and inspection at delivery time. Re-deliveries may incur additional fees.
• Free shipping sales promos apply to standard pallet delivery within the 48 contiguous states. Specialized freight or shipments not deliverable by standard truck freight (including ferry service) may incur additional charges or be subject to cancellation.
• Expedited shipping is applicable to Supercore flooring products only. Free shipping promotions are only for flooring; accessories or trim pieces are separate and subject to shipping fees.
• Shipping & Returns: No address changes once shipment is in transit. Terminal pickups must be established prior to order release.
• Damage on delivery must be noted exactly (e.g., "2 boxes damaged") on the Bill of Lading. DO NOT REFUSE DELIVERY unless instructed by WeShipFloors. Verify shipment before signing. Redelivery fees are charged by the freight company.
• All residential deliveries include liftgate service, but drivers are not required to unload inside the house. Customers should make arrangements for difficult delivery conditions.
• By purchasing from us, the order is yours upon departure from the warehouse. Signing the delivery Bill of Lading confirms receipt of correct product and quantity. Any damage, shortage, or abnormality must be notated with a claim code and reported within 24 hours.
• Replacement of freight-damaged product is at the discretion of WeShipFloors. Slight damage is accounted for in your flooring waste factor. Replacement cartons must match damaged portion per freight carrier requirements.
• Guaranteed shipments ship without phone call appointments.
• All products are shipped direct from our manufacturer’s warehouse via common carrier. Tracking numbers are provided on fulfillment confirmation.
• Shipping into Tennessee is subject to applicable sales taxes as determined by the state.

Returns & Refunds Policy

• All orders are final upon payment. If unsure, do not purchase.
• Absolutely no returns on special orders, unfinished products, or out-of-stock local purchases.
• Supercore products: Call customer service for potential returns.
• All other non-Supercore products are special order; returns are at the sole discretion of the manufacturer.
• Any order that the customer does not accept a sample of prior to purchasing will negate any consideration for a return.
• ABSOLUTELY NO RETURNS: Flooring returned in poor condition (open boxes, taped with meatpackers tape, previously nailed down, left outside in the rain) will not be accepted.
• If a manufacturing issue occurs, stop opening boxes and call WeShipFloors. Only unopened boxes are eligible for returns.
• You pay incoming and outgoing freight on any pre-approved returns.

Sales & Promotions Policy

• Sales promotions apply to in-stock flooring only and exclude: flooring without a price listed, trims and accessories, more than one flooring type or shipment location, small orders of 3 boxes or less, unfinished flooring, flooring on the "DEALS" page, discontinued or blowout products.
• Only one promo per order. Double or incorrect promo use may result in order hold or cancellation.
• Orders less than 350sf: Free shipping applies only if combined order exceeds 350sf. Orders below 350sf are not refundable, cannot be cancelled, or returned.
• Indefinite 5% deduction if orders are cancelled after credit cards batch out; no penalty if cancelled same day.
• Free shipping promotions apply only to standard pallet delivery within the 48 contiguous states.
• Expedited shipping applies to Supercore flooring only; accessories and trims require separate shipping fees.

Order & Product Policies

• Installer / Owner Responsibility: Inspect all materials before installation. Installed materials with visible defects are not covered. We do not cover removal or reinstallation costs.
• Price changes: Suppliers may increase prices. If your order is on backorder, balance may be required to maintain placement.
• Treads, trims, glue & underlayment are typically shipped via pallet freight.
• Change orders after purchase (Supercore only): Requests must be in writing; $50 fee applies. No changes without email confirmation.
• Stocks vs. Backorders: Not all items are immediately available. Estimated times are provided but not guaranteed.
• Samples prior to orders: Required for non-retail products. No sample = no return or 30-day money-back guarantee for all products except brand name products i.e. Mannington, Mohawk, 
• Sample details: Typically we send two samples unless multiple requested for color variation. Out-of-stock samples may be substituted with similar options.
• Sample order exceptions: Common retail goods (e.g., Mannington products) do not require a sample prior to purchase.
• Trims: Provided trims indicate color blending with flooring; dimensional specs may vary. Custom sizes may be fabricated on request.
• Price changes and product availability are subject to manufacturer updates. WeShipFloors is not responsible for changes beyond the information provided.

Claims Policy

• Claims can be filed for eligible damaged shipments with detailed photos, tangible damaged product, and within 24 hours of receipt.
• Claims are based on total damage, not quantity of boxes.
• Time limits for claims: 2 days from shipment arrival, depending on carrier.
• Damaged goods must be returned to the shipping terminal in original state with all contents for evaluation.
• Replacement of damaged product is at the discretion of WeShipFloors and must comply with freight carrier exchange requirements.
• Verify shipment and note all damage on Bill of Lading. Unsigned claims or unnoted damage may not be eligible for replacement.
  
  All statements herein are policy statements supporting Hardwood Distribution LLC (HD) and www.weshipfloors.com (WSF). HD & WSF reserve the right to cancel any order for any reason at any time. 

For questions about shipping, orders, or returns, please contact WeShipFloors at 1-844-356-6711 or sales@weshipfloors.com.