We want you to love your floor — and we stand behind every product we make. If something isn’t right, we’re here to help.
Return Window & Fees
- 0–30 Days from Delivery:
Return your order for a full refund — fee free! - 30–45 Days from Delivery:
Returns are accepted but subject to a 20% restocking fee - After 45 Days:
We are unable to accept returns beyond 45 days
Return Conditions
- Product must be in new, unused condition
- All returns must be in original packaging
- Return shipping costs are the responsibility of the customer
Important Note
To ensure a smooth return process, we recommend inspecting your shipment immediately upon delivery. This gives you the best opportunity to take advantage of the 30-day fee-free return window.
Should you decide to make a return please visit our website or call our office to request an RMA. Returns with a valid RMA will be refunded to the original form of payment within 10-14 days from receiving the items. Returns without RMAs are subject to a significant delay in refunds.
Used or Installed Product Returns
To maintain our quality standards, under our standard policy, we cannot accept returns of any flooring that has been:
- Installed or partially installed
- Used, walked on, or deployed for any event or project
- Removed from packaging and showing visible wear, residue, or damage
If you feel that your return is necessitated by a product defect or incorrect product sent, please contact our customer care team directly at: [email protected] or fill out a claim via our website.
If you’re unsure whether a product is right for your application, please reach out before installation — we’re happy to help you make the best decision for your space.
Non-Returnable Items
- Custom or made-to-order products (e.g., logo tiles, custom colors)
- Clearance or final sale items
- Used or installed product (see above)
Exchanges
If you’d like to exchange your product for a different style or color, we’re happy to help. Exchanges are available within the 30-day return window
- Product must be in new, unused condition and in original packaging with an RMA from provided by the Customer Care Team
- You may exchange for a product of equal value or:
- If the new item is more expensive, the difference will be charged
- If the new item is less expensive, the difference will be refunded
- To keep the exchange process streamlined, we kindly ask that the original product is returned to us first or payment for the new item is made up front.
- Once we receive your return or payment, we’ll promptly ship out the new product.
- Customers are responsible for all shipping costs associated with the exchange
We also know that even though our team is awesome, mistakes can happen— and when they do, we take full responsibility.
If you’ve received an incorrect item or there was an internal processing error, our team will quickly make it right:
- The correct product will be shipped at no cost to you once the exchange is approved by a team lead
- You’ll receive a notice with instructions, including a reminder to return the incorrect item within 30 days to avoid invoicing.
- If we don’t receive the mis-shipped product within 30 days, an invoice for the unreturned item will be issued on Day 31.
- Should the item remain unreturned, it may be forwarded to collections after 45 days.
To initiate an exchange, please contact our Customer Experience Team before returning any product.
Need Help?
Have questions or need to start a return? Our Customer Experience Team is ready to assist.
Contact us at: 1-877-244-2214 | [email protected]
