Shipping Information

Shipping, Freight Information Returns, Damages, Receiving
Freight. How Much Does It Cost?
Who Ships My Hardwood Flooring?
Where Do You Ship To?
How Long Does It Take To Ship?
Can We Track The Shipment Online?
Residential Deliveries
Freight Terminal Pickup
Ship To Businesses
Weights and Sizes
Freight Damage
Return Policy

Freight Costs

Once you've found a product you're ready to buy, give us a ring on our toll free line at 1-877-522-4662. Often it will take less than a minute to arrive at your final shipping costs, providing we have all the details we need. Freight costs will be considerably lower by shipping to a place of business or a local freight terminal. Having worked in the past installing floors for those that bought over the internet, it was always one of my services to offer freight terminal pickup for the customer. Most installers will also offer this service, but not all.

Freight Carriers. Who Ships My Hardwood Flooring?

We ship all products (except for hardwood medallions & borders) via large common freight liners. In most cases, but not all, we use Old Dominion Freight Lines as our chief provider of shipping product to you. We've found Old Dominion to be most responsive to our needs and our customers. An added benefit is they can ship quicker than others without sacrificing quality.

Where Do We Ship?

We ship to all zip codes in the continental United States.

How Long Will It Take To Receive My Flooring?

In most cases after your order is processed and gets on the road, it will arrive a maximum of 7 business days if you're on the East coast for many of our products. Some may be shorter in duration as they originate from different locations including the west coast. If you reside on the east coast expect a maximum of 4 days. The remaining geographical areas will fall in the middle of the two. We will provide an estimated time when freight costs are determined. This will also be noted on the order confirmation we send. Order confirmations will be faxed or emailed.
Keep in mind not all products are available for immediate delivery. Manufacturers have production times for all of their products. This will be dictated by amount produced and demand. Products with natural finishes are more readily available than those that are stained. Exotic hardwoods tend to be in short supply more frequently; best to buy when they are available.

Tracking The Shipment Online

When the order leaves it's origin point we will call, email, or fax a PRO number that comes from the shipper. The PRO number can be used to track it's movement with the shipper online. In addition, a checklist will be forwarded to you of what has been shipped along with illustrations of what they look like(trim pieces). Please keep the checklist handy when receiving your order.
For those preferring residential delivery, the freight company will call to schedule a convenient time. In most cases the calls will be made in the morning. It's very important we get the most accessible phone number they can reach you. For all orders, be it residential, business, or freight terminal we suggest calling the freight company in the morning when the flooring is in town. This number will be provided to you. You will also need the PRO number when any communication is done with the freight company.

Home Residential Delivery
In most cases residential deliveries will be made with large tractor trailer trucks. These are the same large ones you see whizzing by you on the interstates. It's important, especially with home deliveries, the freight company is made aware of where it's going. If you have a driveway or road that's inaccessible for large trucks such as the one shown on the left, it will have to be off loaded at the closest point where you will be responsible for it from there. In these cases you may need a pickup or van to transfer the flooring from this point to your home.
Residential service is considered "curbside delivery." Curbside is defined as the truck will only go as far as the end of your driveway. Drivers will assist in handing down boxes from the truck but it will be your responsibility to get it into the home from there. Be prepared. Have plenty of able bodied help available. Boxes or cartons of prefinished flooring can weigh anywhere from 25 to 60 pounds depending on the species or style selected(solid or engineered).
In cases where there is hard asphalt or concrete, and the truck can get close to your home or business, a lift gate service is offered at an additional cost. Pallet jacks are often used(shown on the right) only if there's a smooth hard surface to roll it on.  They're the same ones often seen in supermarkets or other large retail stores when shelves are stocked. Any additional services on delivery not included on our signed order confirmation must be authorized by us.
With lift gate service, the driver will off load the pallet(s) and get it as close as possible to your home or business. If it can be rolled into the garage or another area where it will be protected from the elements, the better** In order to make a more pleasant experience for all, please be ready and accommodate the drivers as they have other places on their schedule. Clear pathways etc. Pallet jacks cannot be pushed up or down steep inclines.
Freight Terminal Pickup
We're often asked "what is a freight terminal?" Freight terminals are points we ship to in your region. They are large warehouses where products are staged for shipping to local addresses. There are two ways you can handle this method of freight. If you have a large enough vehicle such as a pickup truck or van, the freight guys will simply load the entire pallet onto your vehicle with a forklift away from the warehouse in the parking areas. If the pallet cannot fit, they will place it next to your vehicle where you will be responsible for loading the boxes into the vehicle.
Business Deliveries
If you should happen to own a business, or know someone that owns a business, we can ship there for the same rate as shipping to a freight terminal. These businesses must be in a commercial area, and not work out of the home type. They must also be open during regular business hours with someone able and available to receive the flooring. These types of deliveries are similar to residential if no forklift is available. The drivers will assist in handing down the boxes from the truck where you will be responsible for it from there. For these types of deliveries the freight company does not call to schedule times.
Weights and Sizes
Most pallets are 40" to 48" in width. The length will generally be dictated by the lengths shown on the individual product pages shown on our website. For example if it says 11"- 55" random length, the boxes will be approximately 55" in length. Height and width of the boxes? For engineered hardwoods expect 2" to 3" in height. Width can vary from 5" to 15" depending on the product selected. Solid hardwoods will measure approximately 5"- 8" in width and 3" to 4" in height.
Weights of the boxes? All manufacturers are different. A good ballpark number to work with would be approximately 1.5 pounds per square foot for engineered hardwoods. Solid domestic(oak, maple, walnut etc) 3/4" hardwoods weigh in at 2.8 pounds, while exotic hardwoods weigh 3.8 pounds per square foot. For thinner 5/16" solid hardwoods use 1.5 pounds and 2.0 pounds for 7/16" or 3/8" thickness.
Count Everything Twice!
When a shipment is received, count everything with our checklist and the delivery receipt that will be provided from the trucking company during delivery or pickup. Make sure the number of boxes and other accessories have been received. In many cases transition (trim molding) pieces may be separate of the flooring pallet and packaged different. It is not necessary to open boxes of flooring, but make sure the product description matches with what you have ordered. Transition pieces are generally shipped in boxes or round cardboard tubes ranging in length of 72" to 96" Widths or diameter average 3 or four inches. It is vital you open each one and compare to our checklist assuring you have received the correct ones. Opening will require a box cutter or utility knife. Check each container making sure you have received the correct amount, color, and style. Refer to our checklist when receiving the order. Descriptions illustrations, and numbers will be provided. We cannot be held responsible for shortages after the shipment is signed for.
Freight Damage
It can happen. We can't promise everything will go like clock work and feel it's important to inform all of our customers what could happen. Having worked with many freight companies in the past and seeing damage that can happen first hand, we've found most of it to be one box or carton on the bottom of the pallet. Sometimes a forklift driver may misjudge picking it up and the forks hit the bottom. Often only one or two pieces are damaged. How often does this happen? An accurate and honest answer is less than 2% of the time. Don't be alarmed if this happens to you! The damage affects six to seven inches on a few pieces and should not be a concern. 
What's not covered under freight damage? Today's prefinished hardwood flooring is packaged in corrugated cardboard, and strapped with plastic bands.  Tears, broken bands, scuffed, or rippled packaging is not considered damage. Freight damage is exclusive to actual damage of the hardwood flooring itself. Damage to one or two boxes is not considered a total loss. Often a few pieces are affected as up to as many as 30 pieces can be contained in one box of hardwood flooring depending on the product purchased. For damaged boxes we suggest opening them when you have it in your home to assess how much has been affected. Place all good pieces back in the original carton and don't open until the actual installation.
In the rare likelihood of freight damage, or items that have not been received, you must note it on the delivery receipt before you are finished receiving the shipment. Don't rely on the driver making notes. You must be specific and clear.  We cannot be held responsible for damage or shortages after the shipment is signed for.
Notify us immediately of any freight damage or missing items. Even though you've made your notes while signing for the items, freight companies don't tell us about it. It will be your responsibility to contact us immediately to expedite any replacements. In the rare case of damaged freight, we also require taking digital pictures and send them to us as soon as possible. The more information we receive, the quicker replacements will be on their way. Without written documentation of damaged freight or missing items we cannot proceed with any claims or replacements.
It's always a good idea to have extra inventory on hand should you need it for a repair at a later date. Prefinished manufacturers discontinue lines from time to time or change the style which creates problems trying to match. Often the only recourse is to replace an entire room if the product is not available.
Our policy for those wishing to return extras must do so within 30 days of placing the order. We do not accept returns under 100 square feet or lines that have been discontinued by the manufacturer. Only full unopened cartons/boxes are acceptable. You will be responsible for the freight when returning and a 25% restocking fee. All thresholds, trims and other moldings cannot be returned, along with adhesives and underlayment.
Cancelled Orders
Orders may be cancelled. However, those wishing to cancel orders after an order has been shipped will be responsible for all freight costs including a 25% restocking fee. Freight costs include shipment to you and back to the origin point.
General Returns and Cancellations
All returns and cancellations must be authorized by us with a return/cancellation authorization number. Refusing shipment for any reason without notifying us immediately will be considered a cancelled order and you will pay all associated costs mentioned above.
Our Toll Free Number 1-877-522-4662
** Garages or other areas where the elements are unsatisfactory for our products should not be used for storage of hardwood flooring. Acclimation of material to the installation area should be considered as soon as possible.

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