Shipping & Returns

Shipping Damage

Damage to products during shipping is a very rare occurrence. Less than 1.5%  of all orders shipped have been reported damaged from our clients.  We use shippers that have long and excellent records of damage-free deliveries. In the rare and unfortunate occasion that there is shipping damage, please follow the instructions below:

  1. Never refuse a delivery! Freight companies will access you additional (and costly) charges "to and from" the delivery destination along with restocking fees of 25%.  Any refused deliveries are non-refundable and a claim for damage will not be processed. The client is responsible for all additional freight. HFP will not responsible for any costs due to refusing a delivery.
  2. Completely inspect your order WHILE the driver is still there
  3. Confirm that the type and amount of items indicated on your HFP invoice and the packing slip is exactly what is being delivered.
  4. Notate any missing items and/or any and all damage to products- on the packing slip
  5. Do not throw away any of the damaged product!  The law states that the transporter has 120 days to decide what to do with the product. (They'll either tell you to dispose it, they'll arrange to pick it up, and in rare cases they'll send an inspector to inspect it)
  6. Send an e-mail with an "HFP Claims Form" attached to Claims@Hardwood-Floor-Products.com with the words "SHIPPING DAMAGE" in the subject line, with a brief description of the issue.
  7. You will receive a reply shortly, and we will ship out the damaged or missing products at no charge to you!
Return Policy

All returns must be done within 30 days of purchase.  Opened boxes or bundles, laminates, discontinued products, items no longer stocking, odd lots and moldings are not subject for return.  All approved returns are subject to a 20% restocking fee.  All special orders are not subject to cancellation and are non-returnable.  Any shipping costs are the sole responsibility of the buyer.

Exchanges will be allowed for products of equal or greater value-within 30 days of purchase. Restocking fees will not apply. Odd lots, discontinued items, Special orders, or open boxes or bundles are not permitted for exchange. The buyer is responsible for shipping.

Shipping and delivery charges are non-refundable.

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