FAQ: LVT

FAQ: LVT

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General Questions



Return Questions

What is your return policy on LVT? What is your return policy on LVT?

    We will accept returns in original, unused condition within 30 days of your purchase, except for open boxes, custom cut or fabricated items, or items marked final sale or sold as is. Upon receiving the product back and our inspection, we will issue you a refund in the same form of payment as the purchase.

    Luxury Vinyl products are returnable at our discretion and may be subject to a 25% restocking fee.

    Please contact us to request a Return Authorization number. Shipping and other charges for sending the product back are your responsibility.



Order Questions

When will my order be ready to pick up? When will my order be ready to pick up?

    If you've elected to pick up your order in you local store, we will contact you when your order is ready to be picked up. Depending on where the product is located when you order it, this can take anywhere from a few hours to 3 to 5 business days. You will receive a phone call when your order is ready to be picked up.

When will my order ship? When will my order ship?

    Normal turn-around time is 7-10 business days. We will advise you on any possible delays in shipping as we receive the information.

How do I know if my order has shipped? How do I know if my order has shipped?

    You will be emailed a confirmation of your order as soon as it is processed.
    We will email you when your item is shipped and on its way. You can check the status of your order anytime via our website.

If I order multiple items, do I get a discount? If I order multiple items, do I get a discount?

    We offer you the best possible price up front. There are no volume discounts available at the present time.

How can I use an online coupon or promotional code? How can I use an online coupon or promotional code?

    You can enter your code at the time of a check out and it will be applied to your purchase automatically.

What do I do if I have a problem with my order? What do I do if I have a problem with my order?

    If you have received a wrong item, or your flooring has been damaged during shipping, please contact us immediately. We will do everything we can to correct your problem right away.

Can I cancel or change my order? Can I cancel or change my order?

    If the item has already shipped, is in the staging process, or has been cut, you cannot cancel your order.



Color, Quality, and Appearance Questions

Will the colors displayed on your site match the colors of the actual product? Will the colors displayed on your site match the colors of the actual product?

    The color on your screen may vary slightly depending on your monitor settings.
    We display the most accurate quality images provided directly from the manufacturers.

Will my flooring look the same at home as on the screen? Will my flooring look the same at home as on the screen?

    The images provided on our website are usually photographed in studio conditions with professional lighting to represent true color. The appearance of your flooring may vary slightly at home depending on your environment and natural or artificial sources of light.

Can you send me a sample before I buy the product? Can you send me a sample before I buy the product?

    We can provide samples for some products, but not all.
    Please use this form to contact us for more information.



Warranty Questions

Do you offer any warranties on your flooring? Do you offer any warranties on your flooring?

    Our company supports all manufacturer warranties and guarantees. All products sold are 1st quality (unless noted at the time of sale). Please check with us for warranty details on your specific product.
    If you have a problem with your purchase, we will mitigate with the manufacturer on your behalf. The manufacturer will decide, at their discretion, the course of action necessary to correct the problem. They will typically repair or replace a defective product without any additional charges to the consumer. These warranties give a consumer specific rights, which may vary from state to state and your jurisdiction.

Are there any exclusions or limitations to the warranties? Are there any exclusions or limitations to the warranties?

    Any manufacturer’s warranties do not cover normal wear and tear. The product should be used as intended indoors (unless specified as Indoor-Outdoor) in normal temperature and humidity range. Please see your manufacturers warranty documentation for more details.

What are the liability limitations? What are the liability limitations?

    The liability is limited to repair and/or replacement of originally purchased product and shall not exceed the amount of original invoice. We cannot be responsible for property loss or damage, bodily injury or any incidental costs associated with your claim.

Is my warranty transferrable? Is my warranty transferrable?

    The manufacturer warranty is applied to original purchaser only and is non-transferrable.



Shipping Questions

How long will it take to get my order? How long will it take to get my order?

    We deal only with the most reputable companies in the industry. Typically, your order will be shipped within 2-7 business days (excluding weekends and holidays). We will notify you in a timely fashion of any delays to your order.

What do you charge for shipping? What do you charge for shipping?

    Carpet, Vinyl, Tile, Hardwood, LVT, and Laminate:

    There is no charge if your flooring is picked up at any of our store locations. If you want your flooring purchase shipped to your home or job site, please contact us for a discounted freight quote. Please be advised most freight carriers will not deliver your items inside your home or garage, they will drop your order curbside and you will be responsible for getting it the rest of the way.

    Rugs:

    Our standard ground shipping is free to the continental USA. However, if you require overnight or express delivery, we will quote you the difference in cost upon request.



    For more information about our policies on our other flooring products, click here.
What shipping method do you use? What shipping method do you use?

    When possible we use UPS Ground or FedEx Home Delivery. For oversized or overweight items we will use a freight carrier.

Do you ship internationally? Do you ship internationally?

    Currently we are only able to ship within the continental USA.

My oversized order is being shipped via freight carrier. How will they deliver it? My oversized order is being shipped via freight carrier. How will they deliver it?

    Freight carriers will normally contact you directly to schedule an appointment. They will deliver the item to your curbside.

Can I refuse the delivery? Can I refuse the delivery?

    You may refuse delivery if the item you ordered has been damaged in transit. If you refuse your order for other reasons, you may be charged a 25% restocking fee.



Billing and Payment Questions

When will my credit card be charged? When will my credit card be charged?

    Your credit card is charged automatically at the time of order.

What type of payments do you accept? What type of payments do you accept?

    We accept American Express, Visa, MasterCard , Discover, and Paypal.

Do I have to pay sales tax? Do I have to pay sales tax?

    Taxes are not charged on orders shipped outside Pennsylvania. PA residents are charged 6% sales tax, Philadelphia residents (if shipped within city limits) are charged 8%.